Initial Consultation
We require a free consultation with all potential clients before beginning service. This meeting gives us an opportunity to meet you and your pet(s) and discuss your pet’s needs. During the consultation we try to obtain as much information as possible on your dog or cat, including their health history and current activity level. We will also need to know where you keep your pet’s supplies, food, and treats. Lastly, we ask that you fill out our client questionnaire and sign our service agreement.
Keys
We require 2 copies of your keys at the time the service agreement is signed. Please ensure that both keys are in working condition as to avoid any issues. If you live in a gated community, you must provide a key card or or appropriate access code required for entrance. There is an $18 charge for key pickup or drop-off if we’re not given 2 keys. Hidden keys are not recommended.
Scheduling
In order to accommodate each client we ask that you schedule your services as soon as possible. We do accept last minute reservations when possible and try to fulfill each and every service request. Same day service requests are subject to a $5 surcharge.
If you are a new client you can submit your information by clicking here www.dogstarcharleston.com/Schedule. We will then contact you to set up an initial meeting and answer any questions you may have. After the initial meeting clients receive a username and password in order to access our online software, which enables clients to update their pets information and schedule appointments at any time through our website.
We can also be contacted by calling 843.518.3252 or by e-mailing info@dogstarcharleston.com.
Payment
We accept cash, check, or credit cards through our Dogstar Paypal account at www.dogstarcharleston.com/Pay. Payment is due at time of service. Bounced check fee is $35.
Office and Service Hours
We are available for service 365 days a year. Our regular office hours are from 8am to 6pm Monday through Saturday but we check email and voice mail outside of those hours. Our service hours are from 7am to 9pm each day. Daily services are from 7am to 6pm while our 7pm to 9pm time slot is reserved for vacation packages and special requests. When scheduling permits we accept single walk requests in the 7pm-9pm time slot with a $5 surcharge per visit. Weekend walks in the ‘Evening’ time slot also incur a $5 surcharge. Overnight stays are from 9.30pm to 6.30am.
Cancellation or Rescheduling
We require 24 hours advance notice for cancellations or rescheduling of all daily visits. If you need to cancel an appointment, please call us at 843.518.3252 or email us at info@dogstarcharleston.com. We will send you a confirmation of cancellation and you will not be charged for the contracted service.
If you cancel your daily appointment less than 24 hours in advance or fail to keep an appointment due to rescheduling conflicts, you are responsible for a cancellation fee equivalent to ½ the regular rate of the service. If cancellation occurs on the day of service within the scheduled time period the full service rate is charged. For overnight stays, we require 48 hours cancellation notice. Any cancellation within 48 hours incurs a late-change fee of ½ the rate of the scheduled service.
Holiday Visits
Services performed on New Year’s Eve, New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve and Christmas incur an $8 surcharge per visit. This fee goes directly to your walker or sitter. For overnight in-home stays, an additional charge of $25 will be applied.
Supplies
If we arrive for service and there are not adequate supplies, such as food or a leash, we will purchase the needed supplies and clients will be billed for the cost of the supplies plus $16.
Personal Information
Your personal information is always kept safe and secure. Any information we have about you and your pet(s) is kept strictly confidential. We will never sell or give away any of your information.