Policies & FAQs

What is a Meet & Greet?

Before we provide services, please contact us to schedule a Meet & Greet for a mutually convenient time.  During the M&G, you will introduce us to your pet, tell us about his personality, quirks, likes, dislikes, allergies, special collars or harnesses, etc.  You will show us where you keep leashes, food, water bowls, and other pet supplies.  You will provide us with two copies of your house key, and we will discuss the best way to enter your home, any security systems, etc.  After the M&G, you can schedule services at your convenience.

There is no charge for the M&G.

How do I get your app?

Once you request a Meet & Greet, we will send you an email inviting you to activate your account and download the app from the Apple App Store or Google Play Store.  Once you complete the new client and pet information in your account, we will confirm your Meet & Greet appointment.  You’ll love the app–it makes it so easy to schedule services, message our team, update your pet info, and pay for services.

What times can I schedule Dog Walking services for?

We offer Dog Walking visits Monday through Friday from 8:30am-3pm.  Within this window, we offer three standard time frames for walks and visits: 

  • Morning:  8:30am-10:30am
  • Midday:  10:30am-1:30pm
  • Afternoon:  1:30pm-3pm

After-hours walks and visits are subject to an after-hours surcharge of $5/visit.  After-hours service windows include:

  • Early Morning:  5am-6:30am
  • Evening:  7pm-9pm

Weekend and holiday services are only available as part of a Pet Sitting package.

After your Meet & Greet, you will have access to our online scheduler and can request services during one of the windows.  You will receive confirmation within 24 after booking.

All services and times are subject to availability.

What times can I schedule Pet Sitting services for?

Depending on which Pet Sitting package is best for you pet, our typical pet sitting visits occur during the following windows: 

  • Early Morning:  5am-6:30am
  • Morning:  8:30am-10:30am
  • Midday:  10:30am-1:30pm
  • Afternoon:  1:30pm-3pm
  • Evening:  7pm-9pm

All services and times are subject to availability.

What are your office hours?

Our office hours are Monday through Friday from 8:30am to 3pm, and we are available to answer phone calls, emails, and texts during this time.  Client communication outside of these hours will be returned as soon as possible and no later than the next working day.

What is your service area?

We proudly serve the west Memorial and the east Energy Corridor area of Houston.  Our general boundaries are Bunker Hill to the east, Highway 6 to the west, Briarforest to the south, and Westview to the north.  If you live just outside these boundaries, get in touch and we will do our best to accommodate you.

What are your payment and cancellation policies?

Payment:

All clients are required to have a valid credit card on file at the time of booking services.  Payment for Dog Walking and any non-Pet Sitting services will be due the Sunday immediately prior to the scheduled service dates.  (Ex.  Dog Walking services booked for Monday the 2nd through Thursday the 5th will be charged to your credit card on Sunday the 1st.)  Payment for Pet Sitting is due 7 days prior to the first day of Pet Sitting service.

Cancellation:

Dog Walking and other non-Pet Sitting services:  Cancel by 7am on the day of scheduled service for a full refund.  Cancel after 7am and receive a 50% refund.

Pet Sitting services during non-Holiday periods:

  • Cancellations made 3 or more days in advance will be fully refunded.
  • Cancellations made 2 or fewer days in advance will be refunded 50% of the service rate for the entire booked period.

Pet Sitting services during Holiday periods and SBISD Spring Break*:

  • Cancellations made 7 days or more in advance will not be charged.
  • Cancellations made 3-6 days in advance will be refunded 50% of the fee for the entire booked period.
  • Cancellations made 2 or fewer days in advance will not receive a refund.

*For 2019, SBISD Spring Break is March 9th-17th.

What days incur holiday surcharges?

The Holiday surcharge of $20/day is applied to Pet Sitting visits on the following days:

  • New Year’s Eve
  • New Year’s Day
  • Easter
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving
  • Day after Thanksgiving
  • Christmas Eve
  • Christmas Day

Pet Sitting services booked to include any of the above dates as well as those including SBISD Spring Break are subject to the cancellation policy for Holiday periods.

What is your inclement weather policy?

Luckily in Houston, it is rarely too cold or icy for your pup to safely enjoy outdoor exercise!  However, we do get some pretty severe storms.  While our visits will always last as long as scheduled, if we deem weather outside to be too dangerous for your pet and our walkers, we will take your dog out for a quick potty break and spend the balance of the visit playing and snuggling indoors.

Do you offer overnight pet sitting in my home?

No, at this time we are unable to offer overnight pet sitting in your home.  However, we do offer several packages that allow your pup to get much love, attention, and exercise while you’re away.  Check out our Pet Sitting page.

Do you offer frequency discounts?

Yes!  Become a regular client by booking three or more dog walking visits per week and receive 10% off visits.

How do you support animal rescue?

We believe that every pet deserves a warm bed, full belly, and safe home.  Mutt Brigade proudly donates 10% of profits to local animal rescue organizations.

We also offer a discount on services to those adopting animals from shelters and rescue organizations.  Adopt an animal a local shelter or 501(c)(3) rescue and receive 10% off services for that pet for the first 6 months after bringing home your new family member.

We are also thrilled to offer a discount on services provided to foster pets.  Foster an animal through a local shelter or rescue and receive 20% off our visits.  See our Resources, Shelters & Rescues page for organizations in the Houston area that would love to talk to you about fostering a dog or cat.

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