CLIENT HANDBOOK

 
 

Active Client Information & Policies

Thank you for trusting us with your dog! Our goal is to provide safe, structured, and enriching pack experiences for every dog in our care. For nearly 10 years, we have done just that. The policies below help keep our operations smooth, our staff safe, and every dog in the pack happy and healthy.

Our Pack Walk Philosophy

Pack walks are different from traditional dog walks. Our outings are designed to give dogs structured exercise, social stability, and mental fulfillment in a controlled group environment.

Dogs naturally thrive in environments where there is: Clear leadership, consistent expectations, predictable routines, and calm social interaction with other dogs.

Our role is to create that structure during outings so every dog can move safely and confidently as part of a group. This is why we prioritize balanced behavior, safe social skills, and routine for all dogs participating in pack services. If ever we ask for changes to be made at home or to your pets routine, it is ALWAYS with these goals in mind, and because experience has shown us that small shifts often have BIG impact.

Communication & Time To Pet

Where should I send messages about pack walks or training?
All communication for pack walks and training is handled through Time To Pet (TTP) so we can keep schedules, updates, and requests organized in one place.

Response Times

Our team responds to messages during the following hours:

  • Monday – Friday: 7:30 AM – 4:30 PM

  • Sunday: 4:00 PM – 6:00 PM (for the upcoming week)

Messages sent outside of these hours will be answered during the next available response window.

Schedule Change & Cancellation Requests

We require 24 hours’ notice when cancelling or changing a scheduled service.

Cancellations with less than 24 hours’ notice may result in a $25 late cancellation fee if it becomes habitual (more than three instances).

Requests submitted late at night for the following day will usually be processed the next morning or in the next office window. When requests come in with less than 24 hours’ notice, our team may already be on the road doing pick-ups and starting the day, so we appreciate your patience while we work through requests.

Holidays & Closures

Closures are posted on the home page of the Time To Pet portal and announced via message.

These may include:

  • Major holidays

  • Staff personal days

  • Our annual extended closure around Christmas and New Year’s so staff can rest and reset

Pick-Up Windows & Timing

As dogs settle into regular routes, pick-up windows often become more precise. However, routes may shift as new dogs join the pack or schedules change.

Clients will receive a 45-minute pick-up window upon their dogs initial integration into the big pack, and window gets smaller over time.

Estimated return times:

  • Single Walks: Approximately 1.5–2 hours after pick-up

  • Half-Day Adventures: Approximately 3.5–5 hours after pick-up, depending on the number of dogs scheduled that day.

If you have notifications enabled in the Time To Pet app, you will automatically receive a notification when your dog is picked up and when they are dropped off. We will also always notify you if we are running outside of your normal window, via TTP.

Preparing Your Dog for Pack Walk Day

To ensure safe and smooth outings for the entire pack, please help prepare your dog before pick-up.

  • Dogs must wear a secure collar with identification tags.

  • Our team uses our own slip leads for all dogs during transport and walks to maintain consistency and safety in the pack.

Bathroom Breaks

Please ensure your dog has had the opportunity to potty before pick-up.

Health Check

Please keep your dog home if you notice:

  • Vomiting

  • Runny stool or diarrhea

  • Signs of illness

  • Stomach upset

  • If your dog may have eaten something unusual

Group environments can quickly spread illness or worsen stomach issues, so caution protects the entire pack.

Boarding

Boarding arrangements depend on which team member your dog is staying with.

Boarding with Kayleen

  • Contracts, booking, and invoices are handled through Time To Pet

  • Once your dog is physically in Kayleen’s care, communication will shift to text or phone

Boarding with Leanna

  • Booking and communication are handled directly with Leanna via email and phone

  • This service is separate from Time To Pet

Weather Policies

The safety of our staff and dogs always comes first. When weather conditions may impact services, we monitor forecasts closely and make decisions using the following guidelines.

Rain

We monitor hourly forecasts using AccuWeather.

  • If rain probability is above 50% during the majority of walking hours (9 AM – 12 PM), pack walks are typically cancelled.

  • If rain probability is below 50%, we reassess the forecast at 6:00 AM the morning of service.

  • If conditions remain manageable, we will attempt to proceed with walks.

We always notify clients through Time To Pet, usually the evening before when possible.

Wind

If wind speeds during walking hours are forecasted to be 20 MPH or higher, services may be cancelled or modified for safety reasons.

Heat Policy

Because dogs regulate heat differently than humans, we take warm weather very seriously.

  • If temperatures are forecasted to be above 80°F before 11 AM, services will be modified (shorter outings, shaded areas, additional water breaks, or adjusted activities).

  • If temperatures are forecasted to be 90°F or above before 11 AM, pack walk services will likely be cancelled for safety.

Clients will be notified through Time To Pet.

If Services Are Cancelled Due to Weather

When possible, we can offer a 15-minute potty walk upon request.

This option is only available if conditions are safe for staff and may depend on schedule availability.

Health, Illness & Behavior Policies

To protect the entire pack, dogs must be healthy when attending services.

Vomiting or Diarrhea

  • The first instance will result in your dog being taken home and the owner notified.

  • A second occurrence close in time may require a negative veterinary test before returning.

Coughing or Signs of Illness

  • Any coughing or visible signs of illness will result in immediate return home.

Fleas or Parasites

  • Any visible fleas will result in immediate return home.

Owners are responsible for ensuring their dog is healthy and safe to participate in group activities.

Medical Emergencies

If your dog experiences a medical emergency while in our care:

Life-Threatening Emergencies

Your dog will be transported immediately to the nearest emergency veterinary hospital.

Non-Life-Threatening Concerns

We will:

  1. Attempt to contact you

  2. Transport your dog to your regular veterinarian if local

If we cannot reach you, we will contact your emergency contact and/or follow veterinary recommendations.

Accident Policy

Our goal is to provide clean, safe, and enjoyable outings for every dog.

Preventing Accidents

Please help prevent accidents by:

  • Ensuring your dog has an opportunity to potty before pick-up

  • Keeping your dog home if you notice runny stool, vomiting, or stomach upset

Accident Policy Details

This policy applies to both van rides and walks, but cleaning fees apply only to incidents inside the van.

  • 1st incident (van or walk): No fee

  • After the first: $45 cleaning fee for additional accidents in the van

  • 3 total incidents (van or walk): Attendance will be paused until stomach issues have resolved and a vet has cleared the dog

Aggression & Safety Policy

The safety of both dogs and staff is our top priority.

Any instance of aggression, whether or not it results in a bite, is taken very seriously.

If aggression occurs:

  • We may require training, muzzle training, or behavior modification for continued service

  • If a client declines recommended safety measures, the dog will be removed from the pack

  • Continued aggressive behavior may result in permanent removal from group services

Reasons a Dog May Be Removed from Pack Services

Our priority is maintaining a safe and balanced environment for all dogs and staff. While we always do our best to support dogs through challenges, some situations may require removal from pack services.

Reasons may include:

  • Repeated aggression toward dogs or staff

  • Unsafe behavior during transport in the van

  • Severe anxiety that prevents safe participation

  • Ongoing illness or repeated accidents impacting pack health

  • Owner refusal to follow safety or training recommendations

  • Inconsistent scheduling or routine that prevents pack stability

Whenever possible, we will communicate concerns and attempt to work toward solutions.

However, the safety and wellbeing of the entire pack must always come first.