FAQ and Policies

Frequently Asked Questions

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We operate within a five-mile radius of Midtown, Atlanta. We evaluate each client’s needs to make sure we can provide quality services. NOW SERVING: 30309, 30308, 30307, 30305, 30306, 30319, 30318, 30312 and 30324.
We have a 24-hour cancellation policy. If the client fails to cancel in time, we will charge the full fee for that service. If you wish to cancel an appointment, please contact Jacob Hollier by email or call 404.623.9448.
There is a $10.00 surcharge per visit taking place on the holidays below. Our Holidays are as follows: Valentines Day, Easter (April 2nd - April 4th), Memorial Day (May 28th - May 31st), Fourth of July (July 2nd - July 5th), Labor Day (Sept 3rd - Sept 6th), Thanksgiving (Nov 23rd - Nov 28th), Christmas and New Years Day (Dec 23rd - Jan 2nd)
No. We make sure your pet will have a regular walker that you will meet prior to the first walk. If by any chance a dog walker should change, you will first be notified and given the option to meet the new one.
We require TWO working keys to your house, NO EXCEPTIONS. Keys must be provided at time of initial meet & greet. If two copies are not provided, Crate Escape Atlanta will make a copy of the key and a $10 charge will be charged to the Client. If you live in a gated community, you must provide a gate card, remote or appropriate access codes. We will not access your apartment/condo via a leasing office or by following someone through the gate.
We must have the alarm codes, password, and alarm company name and phone number listed in your profile. If we do not have this information in our system, we will not be responsible for any false alarms. Alarms must be in good working condition with no numbers sticking or not working properly. If alarm information changes at any time, it is the Client’s responsibility to update the information directly in the online profile or to contact the Crate Escape Atlanta office with the information.
If you have a key on file with your Concierge or Leasing Office, we will only require a single copy. This allows Crate Escape Atlanta to have a key on file. All Pet Parents in Residence Communities with secured access are required to file a Key Release with the Concierge or Leasing Office. Please add "Crate Escape Atlanta" on your Key Release form.
NO. We pride ourselves in always committing to our scheduled appointments.
Yes, we can communicate directly with clients via mobile app. We will text, email, or send them notes on how the experience went, along with GPS tracking of our walk.
Our goal is to keep you fully engaged with our activities with your pet. If the pet presents any obedience issues that we think should be addressed, we will discuss them with you and work out a solution together.
Yes. The service agreement gives our selected employee permission to enter your to home to care for your animals. It also states that you agree to our policies and procedures.
Yes, we are both bonded and fully insured. Please contact us directly for more information.

Policies

BUSINESS HOURS:

We are open 7 days a week, 365 days a year. Monday-Friday 7 AM to 8 PM and Saturday-Sunday 7 AM to 6 PM.

 

You can also contact us at any time via e-mail.

 

PAYMENT:

We accept all major credit cards, including Google and Apple Pay. Payment is due day of service. Past due balances will incur a late charge of $25 and will continue to be accrued monthly until the balance is paid in full.

 

REFUND, CANCELLATION, AND MONTHLY SUBSCRIPTIONS:

We have a 24-hour cancellation policy. If the client fails to cancel in time, we will charge the full fee for that service. However, we do make exceptions for clients who have monthly packages that are pre-paid.

 

We would also like to highlight that we aim to always honor our schedule to guarantee the best service we can. We ask our clients to have the same respect and commitment as we do, thusly ensuring punctuality and efficiency for all of our clients.

 

If you wish to cancel an appointment, please contact Jacob Hollier by e-mail or call 404.623.9448

 

RESERVATIONS:

To schedule service, log in to our client portal, or submit your request via mobile app. Get it on Google Play or download it on the App Store. All requests must be submitted by Wednesday for the following week, this will guarantee your time slot selected. You will receive an e-mail confirmation. This e-mail confirmation will include your schedule for review, as well as your electronic invoice, indicating the total amount due for services. Your reservations are not considered confirmed and on our calendar until you receive this e-mail. All communications regarding scheduling, instructions, cancellations, etc should be directed to Jacob Hollier, and not to our team members.

  • We require all cats in our care to be visited at least once every 24 hours and all dogs in our care to be visited a minimum of twice per day at 12-hour intervals. Three visits per day are the recommended schedule for dogs who may need to relieve themselves more often.
  • Thanksgiving and Christmas reservations require a minimum 50% deposit of the total visit schedule before reservations are considered confirmed and on our calendar.
  • 5-days notice for reservation cancellations for holidays is required to receive a full refund.
  • Cancellations within the 5-day period prior to the holiday reservation will forfeit their deposit.
  • Deposits cannot be used as credit toward other services.

SCHEDULED WALKS:

Due to the complexity of our clients’ varying schedules and the unique challenges of maneuvering through Atlanta in all types of climates, we ask for a one-hour window around the time of your scheduled walk.

 

For instance, if your pet is scheduled for a 3 pm walk, you can expect your walker to arrive sometime between 2:30 pm and 3:30 pm. This window helps us manage varying schedules, weather, toweling dogs off after rainy or snowy days, varying travel times between clients with pets in the same walking group, etc. We appreciate your understanding!

 

ENTRANCE AND HOME ACCESS:

The client must inform Crate Escape Atlanta if anyone else will have access to your home during our service period, i.e., house cleaners, friends/family, etc. Please inform them that we will be there as well.

 

Please be aware that shared entry will waive our liability insurance and bonding for your home and pets. Crate Escape Atlanta shall not be held liable for any damages or loss incurred to your home or pets during the entirety of any pet sitting schedule, where someone other than Crate Escape Atlanta has access to your home.

 

The liability waiver does not apply to the client’s emergency contact(s), as named in the client’s profile as having a key to the client’s home, with the understanding that said contact(s) will not be entering the client’s home during the entire term of Crate Escape Atlanta’s visit schedule unless called to the client’s home. 

 

Please make sure we have written permission to access your apartment if you live in a doorman entry complex. Non-doorman residents are required to hand in a set of keys for the building and apartment entrance.

 

JOB SHARING:  

To maintain the integrity and quality of care we provide for all our clients, Crate Escape Atlanta does not job share pet sitting and/or dog walking services. The client acknowledges that when they hire Crate Escape Atlanta to care for their pets that only Crate Escape Atlanta will be caring for their pets during scheduled service dates and that any friends, neighbors, relatives, etc., will not be sharing pet care responsibilities with Crate Escape Atlanta. Scheduled service dates are considered the entirety of the visit schedule from the first visit on the first day until the last visit on the last day.

 

SUSPENSION AND TERMINATION:

We reserve the right to suspend or terminate your access to Crate Escape Atlanta services if necessary in our discretion to protect Crate Escape Atlanta, its users, pets, or the public. You may suspend or terminate your use of the Crate Escape Atlanta at any time and for any reason. If you wish to deactivate your account, please contact Crate Escape Atlanta. Note that if you have any outstanding payment obligations, those will survive suspension or termination of your account. All accounts with 30 days of no activity will automatically be deactivated. 

 

DOG’S BEHAVIOR AND HEALTH CARE:

Crate Escape Atlanta requires that all dogs remain current with the following vaccinations: rabies, distemper, parvo, and Bordetella. We will not be held responsible for any illness or ailment, that a pet may incur while in the presence of other pets at the facility or in Crate Escape Atlanta’s care for any reason.

 

We expect our clients to take every precautionary measure to ensure the well-being of their pets and other pets belonging to the Crate Escape Atlanta family.

 

VACCINATIONS:

The client attests to the fact that all licenses and vaccinations required by the state of Georgia, as well as the city and/or county in which they reside, are current according to law. Clients may choose to have their pet(s) medical records and/or current vaccination certificates added to their client portal profile by e-mailing these documents to us.

 

EMERGENCY CARE:

In the event of any medical emergency, we will immediately contact the pet owner. We commit to doing everything in our reach to ensure the pet’s well-being. If we fail to make contact with the pet’s owner, our clients grant us the right to make any medical decision on his behalf for the care of their pet. Please note that the clients are held responsible for any veterinarian bills that may result.

 

ACKNOWLEDGEMENT AND WAIVER:

By using our services you consent that you have read and agreed to our policies page, acknowledging that Crate Escape Atlanta has limitations regarding incidents that may occur. Although we take every precaution possible to ensure that all of the pets in our care are healthy and safe, the client must recognize the incidents that may take place and that we are not held responsible for them. Please feel free to contact us for further information.

 

 

Updated January 1, 202

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