Urban Tailz Help Center
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frequently asked questions about our dog walking services
What if I don't need walks often?
We understand that some clients only need to use Urban Tailz services every once in a while, and we are more than happy to schedule walks for clients who only need sporadic walks. Sporadic walks are a bit more difficult for us to schedule due to walkers always wanting to be busy, so we cannot guarantee the same walker if you are scheduling sporadically. Clients who schedule less than 3 times per month are charged at $18/walk for regular midday walks.
What is the price for a dog walk?
Our most popular service is our 30-min midday dog walk which is $18/visit. We have puppy walks for our puppy clients which are 20-min visits done 2-3 times per day. Those visits are $12/visit. If your dog has extra energy and could you a longer visit, our 50-min visits are $25/visit. There is a $3 charge for each extra pet. There is an additional $5 charge for off-peak and weekend walks.
Will I always have the same walker?
Yes. We believe consistency is important and want our walkers to build a relationship with their pets and clients. You will always have the same walker unless your walker needs a day off for some reason. If they do need a day off, we will let you know by email either the night before or the morning of to let you know someone else is coming that day. If it's a last-minute issue, we will send you a text instead of an email. We have very detailed notes about your pets and your home listed in your
Will you take my pet to the dog park?
Due to liability issues, we are unable to let your pet off-leash or take your pet to the dog park. We want to make sure your pet is well cared for and completely under control while we are caring for your pet.
Will my dog be walked with other dogs?
We want your pet's time to be special so we will only walk your pet during their visit. We will never walk multiple client's pets unless neighboring clients ask that their pets be walked together.
My dog has been aggressive in the past. Can I still be a client?
For aggressive pets, one of our managers will interview you and your pet, in person, to determine if there is a good fit between your pet and our services. There is no charge for this visit. If additional visits are needed to socialize your pet with our walker, then you will need to be present at all visits and pay the normal dog walking service fee until socialized. If at any time our walker or our management feel that it is unsafe to perform a service, we will reserve the right to discontinue
Are there fees for last-minute scheduling?
We understand that people are busy and schedules change, so we are as flexible as we can with scheduling. We ask that you schedule your regular midday walks before 9am the day of. If a midday walk (Mon-Fri 10am to 4pm) is scheduled after 9am the day of it is subject to a small $3 fee. For weekend walks (4pm Friday through Sunday), we ask 24-hour notice for requests. If 24-hour notice is not given the walk is subject to a $5 fee. We do not charge a fee for scheduling last-minute evening visits du
What are puppy walks?
Urban Tailz loves puppies! We also know puppies need more attention and extra care than adult dogs. That's why we offer our 20-min puppy walks which are provided 2-3 times per day when you need us. We also give a 1-hr window for our puppy walks vs a 2-hr window for our regular 30-min visits. We can feed your puppy during any visit (at no charge). We can also help out with any training that you're working on with your new puppy. **PLEASE NOTE: Urban Tailz requires 2+ visits per day when scheduli
What is your cancellation policy?
We do not have a cancellation fee! Plans change, you might not be feeling well and are heading home from work early, or some other reason. Why pay for a walk you don't need? As long as our walker has not been to your home to do the walk we will cancel at no charge to you.
Why do you need two sets of keys?
We ask for two sets of keys in case of emergency or if the walker gets locked out. It also helps us when scheduling last-minute evening or weekend walks. One set of your keys will stay with the walker and one set will stay in our office. We can make a copy of your keys if you do not wish to make an extra set. The copies are $5 per key (some keys are $10 if they are higher security keys).
Do You Provide Appointment Times?
We offer 2-hour time windows for our 30-min or 50-min regular visits. We offer 1-hour time windows for our puppy walks. We are unable to provide exact appointment times due to demand.
Do you do walks on holidays?
Urban Tailz is available for walks 7am to 9:30pm 365 days a year. We never take a day off! All regular midday walks that fall on a holiday are cancelled automatically though. Our holidays includes: Easter, Memorial Day Weekend (Sat-Mon), 4th of July, Labor Day Weekend (Sat-Mon), Thanksgiving and Day after, Christmas Eve, Christmas, New Years Eve, and New Years Day. If you do need a walk on one of these dates you will need to log into our pet portal and schedule your visit again. Holiday walk
I have more than one dog. Is there a charge for an extra pet?
We charge $3 for each additional pet per visit.
Can I have my walker's phone number?
The Time to Pet software makes it very easy to message your walker directly. It's like texting! We do not give out our walker's phone numbers to clients. We had a scary situation a while back with a female walker being stalked by a former client that resulted in us having to file a police report. We've always maintained that clients should be able to reach us or their sitter when they need us, but we now try to keep a layer of security between our walkers/sitters and our clients. The Time to Pet
Can I meet my walker?
Before setting up walks we schedule a meet and greet with an Urban Tailz manager who will come to your home, ask the right questions, take detailed notes about your pet and your home, and then will decide which walker works best for your times requested and your pet. We then put all those notes we took at our meeting into your online account so all the information is available to the walker. We will then meet your new walker at your home for the first visit, introduce them to your pet, and show