Frequently Asked
Questions & Policies for
Crate Escape Atlanta Pet Care

At Crate Escape Atlanta, we understand that reliable scheduling is essential for busy Atlanta pet parents. Our scheduling process allows us to provide dependable dog walking, cat sitting, puppy visits, and pet care services while maintaining consistent service for clients throughout Midtown Atlanta, Buckhead, Virginia-Highland, Inman Park, Old Fourth Ward, Morningside, Druid Hills, and surrounding neighborhoods.

Weekly Scheduling

Weekly scheduling is completed on Sunday for the upcoming week. All regular service requests should be submitted by 5:00 PM Sunday.

Because our schedule often fills quickly, we encourage clients to submit requests in advance whenever possible. We will always do our best to accommodate last-minute requests or occasional additional visits based on availability.

Service requests submitted after 5:00 PM Sunday will include a $5 late addition fee.

Please note that while we work hard to maintain reliable scheduling, we cannot guarantee exact arrival times.

To ensure accuracy and proper scheduling, all service requests, changes, and cancellations must be submitted directly through Crate Escape Atlanta and not arranged with individual pet care professionals.

Scheduled Walk Arrival Windows

Due to the nature of professional dog walking in Atlanta, including traffic conditions, weather changes, parking availability, building access, and varying pet care needs, we schedule visits within a flexible arrival window.

Clients should expect a one-hour arrival window around their scheduled walk time.

For example, a scheduled 3:00 PM dog walk may be completed between 2:30 PM and 3:30 PM.

This scheduling window allows our team to provide quality care while accounting for:

• Atlanta traffic and travel time between appointments
• Weather conditions and safety considerations
• Drying pets after rainy walks
• Building access and parking challenges
• Additional time needed to provide excellent care for each pet

Our goal is always to arrive as close to your scheduled time as possible while giving every pet the attention and care they deserve.

Weekend Service Requests

Weekend availability is limited, and scheduling requires additional planning.

All Saturday and Sunday service requests must be submitted for approval by 8:00 PM the day before service so we can properly schedule our team and maintain dependable coverage.

Same-day weekend requests or requests submitted after the 8:00 PM deadline will include a $10 weekend scheduling surcharge.

While we will always try to help with urgent pet care needs, weekend availability cannot be guaranteed.

Non-Holiday Services

Payment for all non-holiday services is due three (3) days before your scheduled service begins.

We require at least 24 hours’ notice to cancel a scheduled visit. Cancellations made with less than 24 hours’ notice will be charged the full cost of the scheduled service.

If we are unable to access your home due to circumstances beyond our control, such as a missing key, incorrect entry instructions, or unavailable concierge or leasing staff, we will wait up to 15 minutes before continuing to our next scheduled visit. In these situations, the visit will be considered completed, and the full service fee will apply.

We carefully schedule every visit to provide reliable, on-time pet care for all of our Atlanta clients. We appreciate your cooperation in helping us stay on schedule by providing accurate home access information and notifying us promptly of any scheduling changes.

To cancel or modify a reservation, please contact Jacob Hollier by email or call 404-623-9448.

Holiday Services

Holiday reservations must be requested at least 30 days before the first scheduled visit. Reservations are not confirmed until you receive a confirmation email from Crate Escape Atlanta.

All scheduling requests, updates, cancellations, and care instructions should be communicated directly with Jacob Hollier rather than individual team members.

Thanksgiving and Christmas reservations require a non-refundable 50% deposit to secure your reservation.

Holiday cancellations made at least five (5) days before the first scheduled holiday visit will receive a full refund, including the deposit. Cancellations made within five (5) days of the reservation will forfeit the deposit. Holiday deposits cannot be applied as credit toward future services.

For the health and well-being of the pets in our care, all cats must receive at least one visit every 24 hours. Dogs must receive a minimum of two visits per day, approximately 12 hours apart. For most dogs, we recommend three visits per day to provide regular bathroom breaks, exercise, and companionship.

At Crate Escape Atlanta, we strive to make scheduling and payment simple, secure, and convenient for our Atlanta pet care clients. A valid credit card is required on file when scheduling dog walking, cat sitting, puppy visits, or in-home pet sitting services.

We accept all major credit cards, as well as convenient digital payment options including Apple Pay and Google Pay.

Payment Schedule

Payment timing depends on the type of service scheduled:

Non-Holiday Services
Payment is due on the day of service. For regularly scheduled dog walking, cat sitting, and pet sitting visits, your card on file may be automatically charged for completed services.

Holiday Services
Due to limited availability and increased demand for pet care during peak holiday periods, holiday appointments must be paid in advance. Holiday services will be charged two weeks before the start of scheduled services.

Automatic Payments

For future appointments, your saved payment method will be automatically charged one day before the scheduled start of services.

Keeping a valid payment method on file allows Crate Escape Atlanta to provide reliable scheduling and uninterrupted pet care throughout our Atlanta service areas, including Midtown, Buckhead, Virginia-Highland, Inman Park, Old Fourth Ward, Morningside, Druid Hills, and surrounding neighborhoods.

Late Payment Policy

A $25 late fee may be added to invoices that remain unpaid after the scheduled payment date.

Clients are responsible for ensuring their payment information is current and valid. If your credit card information changes, please update your client profile before your next scheduled service.

At Crate Escape Atlanta, we understand that pet care needs can change unexpectedly. Whether you need a last-minute dog walk in Midtown Atlanta, a cat sitting visit in Buckhead, or in-home pet care throughout our Atlanta service areas, we do our best to accommodate requests whenever our schedule allows.

Last-Minute & Same-Day Requests

Last-minute and same-day booking requests are subject to availability and will include a $15 scheduling fee in addition to the regular service rate.

While we will always try to help with urgent pet care needs, we cannot guarantee a specific visit time for same-day or short-notice requests. Scheduling flexibility depends on current availability, existing client commitments, and travel time between Atlanta neighborhoods.

To help ensure preferred scheduling, we recommend booking recurring dog walking, cat sitting, and pet sitting services in advance whenever possible.

Holiday Service Surcharge

A $20 holiday surcharge per visit applies to services scheduled on major holidays and holiday periods when demand and scheduling requirements increase.

Holiday surcharges apply to visits occurring during:

• New Year’s Eve
• New Year’s Day
• Easter Sunday
• Memorial Day Weekend
• Juneteenth
• Independence Day Weekend
• Labor Day Weekend
• Thanksgiving
• Christmas Week

Holiday pet care availability is limited and may fill quickly, especially for in-home pet sitting, cat sitting, and dog walking clients throughout Midtown, Buckhead, Virginia-Highland, Inman Park, Old Fourth Ward, Morningside, Druid Hills, and surrounding Atlanta neighborhoods.

Client Reimbursement Policy

Clients are responsible for reimbursing Crate Escape Atlanta for any approved expenses necessary to properly care for their pets while they are away.

Examples may include:

• Pet food or supplies
• Medication or pet care items
• Emergency veterinary expenses
• Other necessary purchases related to your pet’s health and well-being

Any expenses incurred on behalf of your pets must be reimbursed upon your return.

Reliable Atlanta Pet Care You Can Count On

Crate Escape Atlanta is committed to providing dependable, professional pet care while maintaining clear policies that protect both our clients and our pet care team. Our goal is to provide safe, consistent dog walking, cat sitting, and in-home pet sitting services for Atlanta pet parents.

At Crate Escape Atlanta, we take the safety of your pets, your home, and your personal information seriously. As a trusted Atlanta pet sitting and dog walking company serving neighborhoods throughout Midtown Atlanta, Buckhead, Virginia-Highland, Inman Park, Old Fourth Ward, Morningside, Druid Hills, and surrounding areas, we maintain strict access and security procedures during every pet care visit.

Home Access Policy

Clients must notify Crate Escape Atlanta if anyone else will have access to your home during your scheduled pet sitting or dog walking services. This includes house cleaners, maintenance workers, friends, family members, roommates, or other visitors.

Please ensure anyone with access to your home is aware that a Crate Escape Atlanta pet care professional will also be entering the property during the scheduled service period.

Shared home access may impact our liability insurance and bonding coverage. Crate Escape Atlanta cannot be held responsible for damages, loss, or incidents involving your home or pets during a service schedule when another person outside of Crate Escape Atlanta has accessed the property.

This waiver does not apply to emergency contacts listed in your Crate Escape Atlanta client profile who have authorized access to your home. Emergency contacts should only enter the home during the scheduled service period if requested or needed for an emergency situation.

Apartment & Condo Access

Many of our Atlanta clients live in apartment and condominium communities throughout Midtown, Buckhead, and surrounding neighborhoods. If you live in a building with doorman, concierge, or controlled access entry, written authorization must be provided allowing Crate Escape Atlanta team members to access your residence for scheduled pet care visits.

Residents without doorman access must provide appropriate building and apartment entry access, including keys, fobs, remotes, or approved access codes.

Key & Entry Access Policy

To provide reliable and safe pet care in Atlanta homes, Crate Escape Atlanta requires two working copies of your house or apartment keys at the initial meet and greet.

If two working keys are not provided, Crate Escape Atlanta will create an additional copy, and a $10 key duplication fee will be charged to the client.

For homes located in gated communities, clients must provide all necessary access items, including:

• Gate cards
• Garage remotes
• Building fobs
• Entry codes

Please arrange pickup of any additional keys or access devices during your next scheduled visit.

For security reasons:

• Keys may not be mailed through regular mail.
• Keys may not be hidden outside the property.
• Keys may not be locked inside the home for our final visit.

If a client account remains inactive for more than one year, Crate Escape Atlanta will securely dispose of all stored keys and access devices associated with that account.

Parking & Property Access

Clients are responsible for providing reasonable parking options and access for Crate Escape Atlanta pet care professionals.

If parking is unavailable near your home, apartment, or condominium building, Crate Escape Atlanta reserves the right to charge for additional time and expenses associated with paid parking or extended access requirements needed to complete scheduled pet care visits.

Alarm System Policy

If your home has an alarm system, clients must provide the following information in their Crate Escape Atlanta profile before services begin:

• Alarm code or password
• Alarm company name
• Alarm company phone number
• Any special instructions

If alarm information is not available in your client profile, Crate Escape Atlanta is not responsible for false alarms, alarm notifications, or related fees.

All alarm systems must be in proper working condition. Clients are responsible for ensuring alarm keypads, sensors, and entry systems are functioning correctly.

If your alarm information changes, please update your online client profile or contact Crate Escape Atlanta before your next scheduled service.

Your Home’s Safety Matters

Whether we are providing dog walking in Atlanta, cat sitting, puppy visits, or in-home pet sitting, Crate Escape Atlanta follows professional access procedures designed to protect your pets, your home, and your peace of mind.

At Crate Escape Atlanta, your pet’s safety and the well-being of our team are always our top priorities. During severe weather events in Atlanta and the surrounding areas we serve, we carefully monitor conditions and adjust services when needed to provide safe, reliable pet care.

How We Handle Inclement Weather

We closely monitor weather conditions and will contact you directly if changes are needed for your pet’s scheduled dog walking, pet sitting, or cat sitting visit. Our goal is always to find the safest solution while continuing to provide the best care possible. Canceling a visit is always our last resort.

For Clients Who Are Traveling

Your pet’s care remains our priority. We will make every effort to safely reach your home, even if that requires adjusting the scheduled visit time. In rare situations where travel is unsafe, we may contact your designated emergency contact for assistance. Please ensure your emergency contact information is always current.

For Hospital, Medical, and Essential Workers

We understand many Atlanta professionals must continue working during severe weather. Crate Escape Atlanta will make every effort to prioritize your pet’s scheduled care and provide visits whenever it is safe for our team to travel.

For Clients Who Are Home

If severe weather creates unsafe driving or walking conditions, we may recommend canceling your visit for safety reasons. When this occurs, there will be no charge for the canceled service.

Our Plan During Severe Weather

Visit Delays or Adjustments: We may delay visits until conditions improve. If outdoor time needs to be limited, we will focus on essential potty breaks followed by indoor play, enrichment, and attention.

Team Adjustments: When needed, we may assign the closest available Crate Escape Atlanta team member to help maintain service coverage. Any team member visiting your home will be fully informed about your pet’s routine and care needs.

Potty Breaks Remain a Priority: Even if a visit needs to be shortened, we will always prioritize your pet receiving a necessary potty break and appropriate care.

At Crate Escape Atlanta, your pet’s safety and well-being are our highest priorities. During every dog walking, pet sitting, and cat sitting visit throughout Atlanta and the neighborhoods we serve, we are prepared to respond quickly if an emergency occurs.

If your pet experiences a medical emergency, we will immediately contact you and take the appropriate steps to help ensure your pet receives timely care. If we are unable to reach you, you authorize Crate Escape Atlanta to make necessary emergency care decisions on your behalf to protect your pet’s health and safety.

Clients are responsible for any veterinary expenses or medical costs that may result from emergency treatment.

Crate Escape Atlanta is committed to providing reliable, professional dog walking and pet care services throughout Atlanta and the neighborhoods we serve. We reserve the right to suspend or terminate services when necessary to protect our clients, pets, team members, and the safety of our community.

Clients may request to discontinue Crate Escape Atlanta services at any time by contacting our team. Any outstanding balances or payment obligations must be fulfilled and will remain due after services are suspended or terminated.

Accounts with 30 days of inactivity may be automatically deactivated.