Policies, Terms and Conditions
General Policies And Procedures
If you don’t find your answer below, please contact us directly.
Scheduling is done on Sunday for the upcoming week. All requests are to be submitted by 5pm Sunday. Although we book up very quickly, we will do our best to fit in any last-minute requests or occasional walks. Any service requests submitted after 5 pm Sunday will carry a $5 late addition charge.
Please note that we cannot guarantee exact visit times.
Please do not schedule any services, changes or cancellations directly with your Pet Sitter in order to ensure accuracy and service fulfillment.
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!
Weekend Request
- Crate Escape Atlanta asks that all service requests for Saturday or Sunday be submitted for approval by 8 pm the day before, so that we may schedule our staff appropriately.
- There will be a $10 Surcharge for any same-day services requested on the weekend, or after 8 pm the day prior.
Non-Holiday
- 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 pre-paid.
- If Crate Escape Atlanta cannot access your home for reasons out of our control (missing key or concierge/leasing staff, etc.), Crate Escape Atlanta will proceed to its next service after waiting 15 minutes, and a cancellation fee will be assessed.
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, 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.
Holiday
All holiday reservations must be submitted at least 30 days in advance of the actual reservation date. Your reservations are not considered confirmed and on our calendar until you receive your confirmation email.
All communications regarding scheduling, instructions, cancellations, etc should be directed to Jacob Hollier, and not to our team members.
- Thanksgiving and Christmas reservations require a minimum 50% deposit of the total visit schedule before reservations are considered confirmed and on our calendar.
- Five-days’ notice for reservation cancellations for holidays is required to receive a full refund.
- Cancellations within the five-day period prior to the holiday reservation will forfeit their deposit.
- Deposits cannot be used as credit toward other services.
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.
A credit card will be required at the time of scheduling, Crate Escape Atlanta accepts all major credit cards, including Google and Apple Pay.
- Payment is due day of service.
- Non-Holiday Appointments will be charged on the day of service.
- Holiday Appointments will be charged 2 weeks before the start of services.
- A $25.00 late fee may be added to your invoice for late payments.
- Credit cards will be charged automatically for future appointments booked, 1 day before the start of services.
Last-minute and same-day booking requests will incur a $15 fee in addition to the standard service fee for the service requested.
We will try to accommodate all last-minute bookings as much as possible. However, we cannot guarantee exact visit times.
- A holiday surcharge of $20 per visit will apply for visits made on the following holidays: New Year’s Eve, New Year’s Day, Easter, Memorial Day Weekend, Easter Sunday, Independence Day Weekend, Labor Day Weekend, Thanksgiving, and Christmas Week.
- Client is responsible for all expenses incurred such as purchasing supplies or pet food or veterinarian bills accrued in their absence and must reimburse Crate Escape Atlanta upon return.
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 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.
Key Policy
We require two working keys to your house. Keys must be provided at the time of the 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 and remote or appropriate access codes.
Please arrange for the additional key to be picked up during our next scheduled visit.
- NO KEYS will be mailed by regular mail, hidden outside, or locked in homes on last visits.
- If an account is inactive for longer than one year, Crate Escape Atlanta will destroy all keys and entry devices associated with that account.
- It is the Client’s responsibility to provide reasonable parking options/access for Pet Sitters to provide services. In instances where parking is unavailable on or near property, Crate Escape Atlanta reserves the right to charge for additional time and cost of paid parking required to secure parking and walk to the client’s property.
Alarm Policy
- We must have the alarm codes, password, and company name and phone number 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, the Client must update the information directly in the online profile or contact the Crate Escape Atlanta office with the information.
When we have to adjust services due to severe weather, your pet’s safety and the well-being of our staff are always our top priorities. Here’s how we handle those situations, always aiming to give your pet the best care possible.
How We Handle Inclement Weather
We monitor weather conditions closely and will reach out to you directly if we need to make changes to your pet’s service. Our goal is to find a solution that works for everyone, with canceling a visit always being our last resort.
For Clients Who Are Traveling
Your pet’s care is our top priority. We’ll make every effort to get to your home, even if that means adjusting the visit time. In rare cases where we can’t safely reach your home, we may ask your designated emergency contact to step in. To help us prepare, please make sure we have your emergency contact’s current information.
For Hospital, Medical, and Essential Workers
We know that many of our clients are required to work no matter the weather. We will prioritize your pet’s care and do our best to ensure they get their scheduled visit.
For Clients Who Are Home
If the weather makes it unsafe to drive or walk, we may ask you to cancel your visit. We will, of course, do this free of charge.
Our Plan for All Visits
Delay or Shorten Visits: We’ll first try to delay the visit until the weather clears. If the weather doesn’t cooperate, we’ll shorten the time outside and use the rest of the visit for indoor playtime and enrichment.
Team Adjustments: We’ll assign the closest available sitter to your home to ensure all our clients are still serviced. This might mean a different Crate Escape Atlanta team member than usual visits your pet, but rest assured, they will be fully briefed on your pet’s needs.
Potty Breaks Guaranteed: Even if a visit is shortened, we will always make sure your pet gets the necessary potty break they need.
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.
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.
Frequently Asked Questions
Here are the answers you were looking for...
We believe that a strong connection between you, your pet, and our team is key to providing the best possible care.
That’s why we schedule a Meet & Greet for all new clients. This in-home visit allows us to:
- Get to Know Your Furry Friend: We’ll learn about their personality, habits, and any special needs.
- Familiarize Ourselves with Your Home: Understanding your home’s layout helps us ensure your pet’s safety and comfort during our visits.
- Discuss Your Preferences: We’ll work together to create a customized care plan that meets your pet’s specific needs.
A Smooth Handoff: Key to Convenience
To make our visits as seamless as possible, please have two sets of house keys ready for the Meet & Greet. This ensures we can access your home efficiently, even in unexpected situations.
Why Two Sets?
- Daily Care: One set will be with your primary pet sitter for routine visits.
- Emergency Backup: The other set will be securely stored in our office safe for any unforeseen circumstances.
By providing these keys, you’re helping us guarantee the safety and well-being of your beloved pet.
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.
Receive updates in the Time To Pet app through live GPS tracking, map pins, and direct communication with your Crate Escape Atlanta caregiver at any time.
There will be a holiday surcharge of $20 per visit for visits made on the following holidays: New Year’s Eve, New Year’s Day, Easter, Memorial Day Weekend, Independence Day Weekend, Labor Day Weekend, Thanksgiving, and Christmas Week.
No, we take pride in consistently honoring our scheduled appointments.
We accept all major credit cards, including Google and Apple Pay. Payment is due day of service.
Payments can be made via client portal.
- Log in to your client portal in our scheduling software. Crate Escape Atlanta.
Yes, we are both bonded and fully insured. Please contact us directly for more information.
Tipping your dog walker isn’t required, but always appreciated! Tips are a great way to show your gratitude for a job well done.
Yes, get updates in the Time To Pet app via live GPS tracking, map pins, and communicate directly with your Crate Escape Atlanta Caregiver at any time.
