Cancellation Policy

At Tails of Joy Pet Services, we understand that plans can change. We aim to provide flexibility while respecting the time of our dedicated pet sitters and dog walkers. This cancellation policy outlines the terms and conditions regarding cancellations of our services.

General Cancellations 
Notice Period: Cancellations made with at least 24 hours’ notice before the scheduled service will not incur any charges.

 Late Cancellations: If you cancel within 24 hours of your scheduled service, a cancellation fee of 50% of the service cost will apply.

Same-Day Cancellations: Cancellations made within 3 hours of the service start time or after the sitter/walker has arrived will be charged the full service fee.

No Shows: If you are not present at the agreed time and location, and we are unable to perform the service, the full service fee will be charged.

Holiday and Peak Period Bookings

Notice Period: For bookings during holidays or peak periods (e.g., Christmas, New Year, Easter), we require at least 48 hours’ notice for cancellations to avoid charges.

Late Cancellations: Cancellations within 48 hours of the scheduled service during these periods will incur a charge of 75% of the service fee.

Refunds

Eligible refunds will be processed within 7 working days.

 Any non-refundable deposits taken at the time of booking will not be returned.

How to Cancel

To cancel a booking, please contact us directly by phone, SMS or email. Cancellations are only valid once confirmed by us.

Extreme Weather Policy

During extreme hot and cold conditions, outdoor time may be limited to potty breaks, with indoor activities taking place instead.

Cold Weather Policy:

- I will not walk on ice or in wind chills consistently below -3 degrees Celsius.

- I will avoid exposing dog paws to hazardous conditions, including temperatures below -3 degrees Celsius when snow and slush are present, as frostbite can occur. Snow and salt can harm paw pads and freeze between toes.

- Slippery ice can cause injuries to both dogs and myself.

Hot Weather Policy:

- I will limit outdoor activities when temperatures exceed 30 degrees Celsius, as the risk of heatstroke increases.

- I will avoid walking on hot pavements to protect dog paws from burns.

- Walks will be scheduled for early morning or late evening when temperatures are cooler.

Each visit will be customised for the comfort and safety of your pet and myself.

If schools are closed or weather conditions are poor and you wish to cancel, please call as soon as possible. I do not charge for cancellations due to extreme weather.

If driving conditions are hazardous due to ice, snow, or excessive heat, I may need to cancel the visit/walk altogether, but I will do my best to accommodate your schedule.