Policies

Hours of Operation

Calli Co. Pet Services’ office hours are from 9am to 6pm, Monday to Friday. You can reach us by phone, email, or text message. All client phone calls are answered promptly; if a call must go to voicemail, your call will be returned within 12 hours. All client emails and/or text messages will be answered within 24 hours.

Free Initial Consultation

Your initial consultation with Calli Co. Pet Services is free. This is to ensure that we are able to provide you and your pet with The Royal Treatment. The initial consultation usually lasts approximately 45 minutes. During the consultation, we will meet at your home, which will give you and your pet an opportunity to meet us in a comfortable, familiar location. It will also give us an opportunity to learn more about your pet and his/her routines, personality, and quirks. We will discuss your needs and, if you feel that we are a suitable fit, then we will complete the appropriate forms and contracts. Some of the forms that we may complete during the consultation are:

  • Client Information Form
  • Pet Information Form
  • Veterinarian Release
  • Service Contract

At this time, Calli Co. Pet Services will also secure two keys for your home. For the safety and well-being of your pet, we like to have two keys on hand: one will be in the possession of your pet sitter while performing services; the other will be secured in a locked key box in our office. Both keys will be anonymously coded, so that, if lost, are not traceable to your home. Rest assured that Calli Co. Pet Services is fully insured and bonded.

Please note that a surcharge of $15 will be charged if we do not obtain these keys at the time of the initial consultation and we need to return to your home for key pick-up at a later date.

We recommend that clients become “Key Clients”. This enables us to keep your keys on hand, locked securely in our office, in case of emergency or short-notice for pet sitting.

Booking

Although Calli Co. Pet Services will always try our best to accommodate you and your pet on short notice, sometimes that is not always possible. Therefore, we recommend that you plan and book ahead. Our guidelines are as follows:

  • Daily pet sitting and dog walking –> 3 days advance notice
  • Overnight pet sitting –> 30 days advance notice
  • Pet taxi –> 7 days advance notice

Please remember that our services are highly sought after during holiday times: Spring Break, Easter, summer months, Thanksgiving, Christmas, and New Years. Please contact us as soon as possible, so that we may accommodate you and your pet during these busy times.

Cancellations

Pet sitting (including overnight pet sitting) cancellations must be received 3 days prior to the scheduled service or a $50 cancellation fee will apply.

Dog walking and mini bio break cancellations must be received 3 days prior to the scheduled service or a $25 cancellation fee will apply.

Vaccines / Pet Health

At Calli Co. Pet Services, we strongly believe that all pet owners should educate themselves with regard to current vaccination protocols so that they can make informed decisions. We do not discriminate against pet owners that choose not to vaccinate their pets.

Calli Co. Pet Services reserves the right to not care for pets that are in poor or declining health, that are aggressive, or that have poor leash manners.

Payment

For your convenience, payment can be made by cash, cheque, or Visa/MasterCard through PayPal (there is a service fee for using PayPal). Cheques are to be made out to Calli Co. Pet Services.

For all pet sitting services, a 50% non-refundable deposit is required to guarantee your service. The balance of the invoice is payable on the first day of service.

Regular dog walking clients (3x or more per week) are invoiced on the 1st and the 16th of each month. Payment is due upon receipt of invoice.

All other services are due upon receipt of service.

A late payment charge of 3% per month will be incurred if the invoice is not paid on time. For NSF cheques, a $30 service charge will be incurred.

Customer Service

You have trusted Calli Co. Pet Services with your pet and your home: you, your pet, and your home deserve The Royal Treatment. Therefore, our guarantee is that you, your pet, and your home will be treated with care, respect, and exceptional service.

If you are not satisfied with our customer service level, please contact us as soon as possible. We welcome your questions, concerns, and feedback.