Windy City Paws service minimum policy
To achieve and maintain our high standard of service with a consistent walker for every client, we require dog walking clients to meet the minimum service requirement of three (3) scheduled service days per week. Scheduled services are defined as M-F, 8am-5pm with recurring days and times (ex: M/W/F 11am-1pm). If minimums are not met, the minimum service commitment will be applied to the monthly invoice.
While we have always stated a 3-day minimum requirement policy, we will now formally institute a system for invoicing for the minimum service requirement during weeks when it is not met. As this policy is new, we seek your feedback and your communication. Please let us know of any vacations, and we will aim to make reasonable exceptions.
Why are service minimums important?
- To hire and retain the best talent, we need to offer consistent work. When a dog walker’s clients cancel, they work fewer hours and get paid less.
- Our dog walkers are rarely able to pick up an extra service to compensate for cancellations. Most of our dog walkers have other jobs and life pursuits. Because our employees are of a higher caliber, they can find other forms of part-time consistent work if we are not able to offer it.
Please view the below frequently asked questions for more information about our 3-day service minimum policy:
Service Minimum FAQs
Can I cancel a regularly scheduled walk and replace it with a walk at a different time without penalty?
Yes. As long as the replacement walk is:
- The same service as your regular service
- Scheduled during normal dog walking hours (8am-5pm) M-F
- We have availability to fill that request
An example: If you have a schedule of M-W 30 minute walks in the afternoon and you want to cancel a Tuesday and instead add a Friday afternoon 30 minute walk, that would be the same service (mid day dog walk for 30 mins) and if we had a walker available, then you’d be all set!
What is the charge if I need to cancel a walk and don’t meet the weekly service minimum?
The service charge if you do not meet your 3-day minimum is simply the charge of your regularly scheduled walk.
Do I have to meet the 3-day service minimum during holiday weeks?
No. WCP will not enforce our minimum requirement on weeks in which there is a WCP observed holiday. WCP Observed holidays are: New Year’s Day, Easter Sunday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Black Friday, Christmas Eve Day and Christmas Day.
What about vacations, illnesses, and emergencies?
Please email us of your vacation plans in advance and we’ll be happy to occasionally waive our service minimum requirement. If you are sick or working from home, we can still come and provide services and would enforce our minimum policy. If you have an emergency, please email us and we’ll see what we’re able to do to help accommodate you.
What if my regular dog walker is sick or has a day off and my dog can’t have a substitute walker – would I be charged for a day that I couldn’t use?
No. If your account reflects that you cannot have a substitute/back up walker, then, in that case, we would not enforce our service minimum that week.
If I only need 2 days of service one week instead of 3 or 4, does that mean I’ll be charged for the 3rd service day anyway?
Yes. Since we require a minimum of (3) service days, if 3 are not met on any given week, we will invoice the difference. For example: If you only needed walks on Monday and Tuesday and canceled your Wednesday and Thursday walks, we would add an administrative fee to your invoice equivalent to the price of one regular service day to meet the 3-day minimum.
What if I have multiple regular walks in a day, how does that work?
The service minimum policy addresses service days rather than number of services. If you have regular services of 2 walks/day 3 days per week, your minimum is considered to include all 6 services. In order to have that schedule guaranteed and with a consistent walker, we’d charge for any cancellations.
Can I change my regularly scheduled days and/or times?
Yes. If your needs change, you can change your regular schedule by altering your days of service or time frames – as long as your new schedule adheres to at least 3 service days per week. Just email the office with at least a week’s notice to allow time to check our availability and get everything updated on our end. Changes to your service days or time frames may result in a walker change.
How is a week defined for Windy City Paws?
Windy City Paws defines a week as Sunday-Saturday.