Notify us before 4PM of the previous day of cancelled visits: full refund will be given to clients. Notify us after 4PM no refund given to client; full reservation fee will be charged to client.
cancellation policy for the happiness membership program
2 cancellations per calendar month. No refund for additional cancellations. Please let us know by the 25th of the month prior if you would like to stop using the Happiness Program. Weekdays that fall under a Holiday Rated charge will be excluded from the monthly invoice and can be requested on an as needed basis.
cancellation policy for pet sitting (including cat sitting)
Notify us before 4PM prior to pet sitting start date: full refund will be given to clients. (example, if you request cat sitting for April 4-10, any cancellations for a refund need to me made before 4PM, April 3rd). Notify us after 4PM no refund given to client; full reservation fee will be charged to client.
cancellation policy for dog walking and pet sitting over national holidays
Notify us 7 full days prior to Holiday Period start date: full refund will be given to clients. Notify us 6 full days or less prior to Holiday Period start date: no refund given to client; full reservation fee will be charged to client.
Our cancellation policy is included within our service agreement which can be reviewed linked below on our website for your convenience as well.
what are your rates?
You can find a complete list of all our different services and their rates here....
are there different rates for weekends / evenings?
At this time, we offer the same charge for all services regardless of weekend or day. The only time there is a rate change is on any major holiday.
how are your rates determined?
Our mission as a company is to provide pets with the best care possible, leading to happy people and a happy planet.
To accomplish this, we hire intensely dedicated employees and staff extremely motivated general manager that provide you with administrative help available Monday through Friday 8:00am-4:00pm. Since our employees are not contractors, we deduce taxes to provide worker’s compensation benefits, and this also allows us to provide the strongest level of insurance for your pet and property. As employees, we take into account current minimum wage and travel time of around 15-30min in addition to the time spent with your pet.
is there a minimum number of walks required per week?
If you want to enroll in our Membership Program, we require a minimum of 3 walks / week on a recurring basis. Otherwise there is no limit. You can schedule services as you’d like on an as-needed basis. Please be advised however when requesting visits outside of our membership we cannot guarantee the same sitter. Also, requesting visits with less than 24-hour notice will incur a $5 added charge.
how do I make payments?
We accept payments via credit card, ACH payments, and Chase QuickPay. To pay via credit card you can enter your card information within your client profile via our online portal here. ChaseQuick Payments goes to firstname.lastname@example.org.
what are the steps for on boarding new clients into your service?
Once we have gotten a sense of what services you are looking for, we send you our welcoming materials to get you started with us. This includes your client login to our online portal and our service agreement which you can read and accept upon registering with the client portal. Within this email, we also ask for available times to meet your sitter within a week from service start date.
my pet has been aggressive in the past, can we still sign up for services?
We understand some pup’s have troubled pasts, and we don’t want to leave any doggo out there with less love in its life if we can help it! On a case-by-case basis we will interview each household with a pet that has past aggression issues to see if they will be a suitable fit for our service.
It is important to note within our service agreement that should there be any medical injuries caused to the sitter by your pet resulting in any fees or bills, the client is responsible for these invoices as well.
why is there a meet & greet?
Why is there a meet & greet? During this initial consultation is the perfect opportunity for owner to see first-hand the sitter-dog dynamic. Also in this meeting, the owner and/or sitter will perform the following tasks: introduce themselves to you and your pet, pick up keys, confirm pertinent information about you and your pet (contact info, your pet's routine with feeding, accessories etc.) and answer any additional questions you may have. There is no charge for this visit.
what does it mean to be Licensed Bonded and Insured?
Licensed means that the city of Chicago acknowledges us as a valid business, allowing us to conduct business throughout the city limits. To be bonded and insured is a way of ensuring our customers that should any negligent acts be committed by our staff that incurs damage to property of pet, becomes the responsibility of Chicago Urban Pets to replace or reimburse.
do you require a copy of keys to my unit and building? If so, how many copies?
We do not require keys for those who live in a building with door staff that can allow our staff up into your unit. You are more than welcome to give us keys however, we do ask for two copies for buildings without door staff.
how far in advance do we need to contact you for service?
We prefer a 48-hour notice when requesting last minute services. However, we can accommodate shorter notices still. Please be advised however, anything requested with less than 24-hour notice will incur a $5 Last Minute Fee that goes directly to the sitter. Last minute requests are also not guaranteed to provide your preferred sitter.
do you work on holidays?
There is not a day of the year Chicago Urban Pets does not provide loving care to many furry family members. We are open 365 days a year. Please note however, there is an additional $10 Holiday Fee incurred to all services falling on any major U.S. holiday. The Holidays we charge extra for are:
Easter Weekend (Sat-Sun)
Winter Holidays: Dec 24-Jan 01
can you stay full-days with my pet in my home?
This is not a typical service we offer, but something we can accommodate.
A full day in-home stay during the hours of 8am-8pm are charged at our regular hourly rate. After those hours, the charge then becomes an overnight (12hr visit 8pm-8am) .
Of course! Chicago Urban Pets offers only private walks to each household thereby guaranteeing each pup and cat gets the completely undivided attention of their sitter.
do you offer service for pets other than dogs and cats?
We do! We take the care of every animal seriously and offer our services to those with mammals and non-mammals alike!
It is still the standard rate per 30-minute visits, and we cannot customize a visit to be shorter or adjust the rate. In the past we’ve cared for birds, rats, rabbits, turtles, and many more. For more information, please contact us.
can you administer medication (injections too)?
Chicago Urban Pet's does not train their staff on how to administer medication. We are happy to do it if it's an easy process. We do not administer injections.
how does your sitter discipline my dog?
We practice positive reinforcement with all of our clients. However, we also do not want to undo any previous training you may have had with your dog.
Please feel free to instruct your sitter of any commands you may have taught your pup and gestures that may go along with them.
do your sitters ever let dogs off their leash?
We will only let your dog off leash if you have specifically requested it and in designed dog parks.
what is your vetting process for your sitters?
When hiring sitters for Chicago Urban Pets we have a clear protocol that we follow. We first communicate via email with the applicant to make sure they communicate clearly in the written form and respond in a timely manner. Then we do a phone interview with specific questions and if they sound good to you we will meet for an in person interview where we walk a dog together. Last, we will call 2-3 professional references and then do a background check.
will I always have the same sitter?
When enrolling in our Happiness Program we will assign you a main sitter that will see your dog regularly.
If you are scheduling services for dog walking as a non-member or cat sitting, this is more difficult to guarantee. We can always introduce you to each sitter, but also know that each member of our team is vetted with a thorough background check and vigorous training for proper pet care.
who will be back up if my sitter is unavailable?
If your regular sitter has scheduled time off or calls in sick, another sitter on our team will cover in the meanwhile. We will guarantee that your pet will be taken care of. Anyone scheduled for your pet will have access to the routine notes via the portal.
THANK YOU FOR BEING PAWESOME! - CHICAGO URBAN PETS