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Policies
Cancellation Policy
Dog Walking: Cancellations made before 5:00 PM on the day before service will not be charged. Cancellations made after 5:00 PM will be charged the full visit rate. VIP Club clients receiving two or more walks per week have cancellation and short-notice fees waived.
Vacation and Drop-In Care: Cancellations made more than 14 days before service will not be charged. Cancellations made 7 to 14 days before service will be charged 25% of the invoice, 3 to 6 days before service will be charged 50%, and less than 3 days before service will be charged 100%. Eligible prepaid cancellations made outside the 14-day window will receive an account credit.
Service Requests and Scheduling
All service requests and schedule changes must be submitted through the Maroon Paws client portal. Requests are not confirmed until they have been reviewed and approved by our team. An initial consultation and completed client and pet profiles are required before services can begin. Availability is not guaranteed, so we recommend submitting requests as early as possible.
Holiday Pricing
Visits scheduled on designated holidays are charged at 1.5 times the regular visit rate. Holiday availability is limited, and reservations are accepted based on staffing and route capacity. We recommend requesting holiday care as early as possible.
Last-Minute Requests
Day-of service requests are subject to availability and include a $20 last-minute fee per visit. Day before requests are subject to availability and include a $10 last-minute fee per visit. Please contact us directly after submitting an urgent request through the client portal so our team can review it as quickly as possible.
Last-minute request fees are waived for clients who are signed up for a recurring walk schedule.
Inclement Weather and Safety
Your pet’s safety and our team’s safety always come first. During extreme heat, severe storms, icy conditions, or other unsafe weather, outdoor time may be shortened or replaced with an indoor potty break, playtime, or enrichment. Visits may be delayed when travel conditions are unsafe, and clients will be notified of any necessary changes.
Home Access and Security
Clients must provide a secure and reliable method of entry before services begin. Access instructions, alarm information, gate codes, and lockbox details must remain current in the client portal. After each visit, our team will secure the home according to the client’s instructions and confirm that doors and gates are properly closed.