Policies

Initial Consultation

Welcome to our policies page. We require a free consultation with all potential clients before beginning service. This meeting gives us an opportunity to meet both you and your pets 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 pet supplies, food, and treats. Lastly, we ask that you fill out our client questionnaire and sign our service agreement contained within the scheduling software before beginning service.

Keys

We require 3 sets of house keys at the time of the in-home consultation. Please ensure the keys are in working condition as to avoid any issues.  One key will be used by your primary walker/runner and the additional keys will be kept in our office to be used for vacation care, last-minute scheduling needs, and emergency backup.

If you live in a gated community, you must provide key cards or appropriate access codes required for entrance. There is an $18 charge for key pickup or drop-off if we have to make a special key-related trip outside of the initial consultation.  If you’d like us to return your keys in the mail we will send them via USPS Certified Mail at a charge of $12.

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 scheduling permits.  6pm is the scheduling deadline for next-day service Monday through Friday. Weekend visits must be booked by 12pm Friday in order to accommodate all weekend requests. Same-day requests and requests for next-day service after 6pm the day before the desired service 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 (8am to 6pm, M-F) or by e-mailing info@dogstarcharleston.com.

Cancellation or Rescheduling

When you book an appointment we allot the necessary amount of time to accommodate your booking. If you need to cancel an upcoming visit please do so through the scheduling software 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 we receive the request by 6pm the day before the scheduled visit.

Weekday Cancellations (Mon-Fri): If you cancel your pets appointment from 6.00pm to 11.59pm the day before scheduled service you are responsible for a cancellation fee of either $10 (Break to 20 minute services) or $13 (30 to 45 minute services) per scheduled service. If you cancel an appointment after 12.00am on the day of service, or we arrive and the service is not needed, you will be charged the full amount.

Weekend Cancellations (Sat/Sun): The cancellation deadline for weekend visits is 6pm the day before scheduled services. Saturday visits must be cancelled by 6pm Friday and Sunday visits must be cancelled by 6pm Saturday or the full service rates will be charged.

Visits

Each client receives a username and password to book pet care appointments within our software system.  Visits are booked by choosing time slots and not specific times.  There are four time slots to choose from for clients requesting dog walks or dog runs, starting with the ‘Morning’ slot and ending with the ‘Night’ slot.  Cat sitting visits are performed in the ‘Midday’ or ‘Afternoon’ time slots.  The length of scheduled pet care visits are inclusive of all services rendered.

Payment

Payment is processed between 6pm and 7pm the evening before the booking begins.  We accept Visa, MasterCard, American Express, and Discover cards for payment.

Office and Service Hours

We are available for service 365 days a year.  Office hours are from 8am to 6pm Monday through Friday. Service hours are from 7am to 9pm daily. Services scheduled in the ‘Night’ time slot of 7pm-9pm are charged an additional $5. Weekend walks & visits are an additional $2 unless part of a vacation package (3 or 4 visits per day with a ‘Night’ visit), in which case the $2 fee is waived.

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 $10 surcharge per visit. No additional fees apply for holiday visits. The scheduling deadline for the weeks of Thanksgiving and Christmas are announced in advance via email and the scheduling software. Service hours for Thanksgiving and Christmas vacation care run from 5am to 10pm. The morning slot begins as early as 5am and the night slot starts as early as 6pm while the midday and afternoon time slots are merged into one time slot.

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 $25 for time & travel expenses.

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.