Read our Terms of Service Agreement

1.) Booking Services: Fetchmates requires a minimum commitment of 3 walks per week. Clients are required to establish a service schedule upon registration.

A recurring, static schedule is ideal and ensures that Clients have have the same walk time and same service provider reserved each week. Alternatively, a varied weekly schedule can be reserved by submitting your schedule at least 1 week prior. A specific walker and walk time cannot be guaranteed for varied schedules.

Fetchmates requests services be booked by 12pm, at least 1 day prior to the day of service. The Client must make reservations by Friday 12pm for weekend and Monday service requests. This provides Fetchmates with ample time to check the availability of our service providers. All service requests must be made via Time to Pet, or by email or phone. Service providers do not have access to scheduling, verbal requests through them are not recognized.

Fetchmates will attempt to schedule last minute and same day requests when possible, however, there is a $10 Priority booking fee and accommodation cannot be guaranteed. 

2.) Time Blocks: Due to the nature of dealing with animals, transportation and other uncontrollable variables, we require a 2 hour window to perform scheduled services.  

Example: An outing is scheduled for 12:00pm. We may begin the service between 11:00am and 1:00pm. The time of service begins the moment your pet care specialist enters your apartment. We will do our very best to arrive at your home, ready to serve, as close to the scheduled time as we possibly can.

3.) Cancellations: Walks must be canceled by 12pm, the day prior to service. Otherwise, the Client will be charged in full for the service. For multiple day absences or permanent schedule changes, advance notice is requested in order to 

Pet sitting must be canceled 7 days prior to the start date to be refunded. Holiday bookings receive a 50% refund only. No refund or account credit will be given for cancellations or reservation changes with less than 7 days notice. Cancellations may be submitted through Time to Pet, email or by phone. Service providers do not have access to scheduling, verbal requests through them are not recognized.

4.) Payment Policy: All Clients are required to have a valid credit card on file in Time to Pet, which is an encrypted, secure, payment processor. Fetchmates does not accept cash or checks. On the 1st and 16th of each month, each account is charged for services that have been completed. At any time, the Client can view scheduled and completed services in their Time to Pet account.

If an account has a past due balance, Fetchmates reserves the right to suspend services until the account is returned to good standing. Accounts with ongoing unpaid balances will be terminated and balance recovery efforts will be engaged. If collections measures are required, we reserve the right to charge administrative fees to cover the cost of collection. 

5.) Surcharges: All surcharges are added to the rate of each individual service booked. Priority Booking for last minute reservations, After Hours/Weekend walking services, Pet Sitting additional pet fee, Pet Sitting medication fee, Holiday surcharges for walking and sitting. A current Price List is provided to each client at registration.

 6.) Specific Instructions: If The Client has specific instructions for their service provider, notes (instructions) should be added to Time to Pet. Hand written notes left in an apartment may be overlooked or lost.

7.) Absent Pet: If a Fetchmates service provider arrives at The Client’s home for a scheduled service and there is no animal present, this is considered a Same Day Cancellation and The Client will be billed for the scheduled service.

8.) Health and behavior: Pets must be reasonably healthy and in stable condition to receive services. Pets must also be behaviorally sound and not behave aggressively towards our staff. Fetchmates will not service any pets that pose a possible health or behavior risk to our staff, other pets we care for or to the public.

Clients must inform Fetchmates of any health or behavior issues that the animal may have along with providing care and handling instructions. Fetchmates reserves the right to provide or decline services to Clients based on their pet’s health status or behavior.

9.)Walking Gear and Care Items: Leashes, collars and harnesses should be left in the same place every day. Any time spent searching for a leash, collar, or anything necessary for providing care, will be deducted from the time of service without exceptions. Fetchmates is not responsible for damage done to walking gear once the service provider has completed the service and has left The Client’s home.

Leashes: Fetchmates will not take a dog outdoors with a leash that is frayed or damaged in any way. Fetchmates will not take a dog outdoors with a retractable leash. Retractable leashes are deemed unsafe and therefore unacceptable. The Client must provide a standard leash with secure clips. Failure to do so will result in suspension of services until a suitable leash is presented. 

Collars and Harnesses: Collars and Harnesses must be of the proper size and securely adjusted to the actual size of the dog. The collar should have and ID tag containing the pet’s name and phone number. Fetchmates will not take a dog outdoors with an ill-fitting harness, as this is a safety risk.

Additional care items (toys, food, treat dispensers, chew items, etc.) should be left in sight and clear instructions must be given on what and when they should be given.

10.) Muzzles: Fetchmates can serve clients with dogs who require muzzles to be walked. The dog must be habituated to the muzzle, non-aggressive with the care provider and be evaluated by Fetchmates as safe to handle.

11.) Crates, Gates, and Enclosures: The Client must provide detailed instruction as to where the dog must be placed upon returning from an outing. If no instructions are provided, the service provider will use his/her discretion. Fetchmates reserves the right to refuse service if we deem the crate, gate, enclosure, etc. to be a safety hazard for The Client’s dog.

12.) Keys and Building Access: The Client must see to it that the service provider is able to gain access to The Client’s home to perform the scheduled services at the agreed upon time. Fetchmates will require two sets of keys to The Client’s residence, one to be used by the primary walker, the second set is stored in a safe, secure lockbox within the headquarters of Fetchmates. 

Alternatively, if a doorman/front desk can provide keys to the apartment, the walker and company can be registered with the front desk for access. Note, if there are periods when the front desk is left vacant or there are excessive wait times to pick up and drop off keys, then physical keys may be requested. 

13.) Service Providers: Most walking clients will have a dedicated, primary dog walker assigned for consistency and familiarity. Exceptions to this are clients whose walk schedule varies widely week-to-week, walks scheduled for weekends and after hours or last minute service requests.

If a change in walker is required, either for specific dates or permanently, the client will be notified prior to the service occurring. With our network of Field Managers and back up walkers, if the primary caregiver is on vacation or out sick, we can always provide an alternate walker.

14.) Poaching and Solicitation: The Client understands and agrees that the Fetchmates service provider (dog walker, cat sitter, pet sitter, etc.) is an employee of Fetchmates and is contracted to work only through Fetchmates and not directly through the individual Client. The Client agrees that all reservations and payments must be made through Fetchmates and not the individual service provider.

15.) Off Duty Liability: The moment a Fetchmates service provider has completed the scheduled service and leaves The Client’s home, Fetchmates is NOT responsible for any injuries The Client’s pet may cause to themselves, the Client’s home or anything within it. Instructions must be noted in Time to Pet if Fetchmates should be restricting the pet to a crate, specific room, or gated area when leaving the pet unsupervised.

16.) Indemnification for Injury to Animals: The Client and Fetchmates personnel acknowledge that optimal care shall be given to all pets under the care of Fetchmates. The Client acknowledges that based on the animal’s natural instincts, the animal may be uncontrollable at times and or react to certain stimuli that may compel the animal to run away and possibly succumb to injuries. The Client agrees that Fetchmates will not be responsible for any resulting liability and indemnifies and holds Fetchmates and staff harmless from any and all such liability; provided, however, that such waiver in favor of Fetchmates shall not apply or be effective if a Fetchmates service provider is found to be grossly negligent, reckless, or if there is clear intentional misconduct.

17.) Injury to Service Provider or Other Persons by The Client’s Animal(s): The Client will be responsible for all medical expenses and damages resulting from injuries to Fetchmates personnel or other persons by The Client’s pet(s) and to indemnify and hold Fetchmates and personnel harmless from all suits, claims, damages and demands made by any injured third party, including but not limited to any legal fees and costs incurred by Fetchmates or Fetchmates personnel in defending against any claims of third parties. The Client agrees to pay the full cost of any and all medical expenses and damages to such parties in connection with the actions of The Client’s animal(s).

18.) Animal Illness Veterinary Care: Any observed health concerns will be reported to the owner right away. The Client agrees to the medical costs and associated fees that arise from an animal being ill or needing veterinary care. The Client agrees to pay Fetchmates the hourly walking rate in the event that a Fetchmates service provider is required to take the pet(s) to a veterinarian.

In cases of immediate health crisis, the Client authorizes the Fetchmates service provider to take the injured animal to the nearest veterinarian to receive medical attention. If the nearest veterinarian is not available for any reason, the Fetchmates service provider will utilize the most sensible mode of transportation to get The Client's pet to the nearest operating veterinarian.

19.) Client Registration, Terms of Service, and Release of Liability Waiver: Upon registration, all members and guests are required to activate a Time to Pet account and to sign the Registration Contract and Release of Liability Waiver. These must be completed before any service(s) can be rendered. The terms of this Agreement will apply to all pets owned by The Client, including any new pets that The Client may attain on or after the date of the signing of this Agreement, as well as any and all locations The Client may designate as the location for Fetchmates to provide service(s).

By signing the contract, The Client has demonstrated that they have thoroughly read, understood, and agreed to the terms of the Registration Contract, Release of Liability Waiver, and Terms of Service Agreement.By signing the waiver, The Client thoroughly understands and accepts that the waiver releases Fetchmates LLC and its employees from certain responsibilities, occurrences, and incidents regarding The Client’s pet(s).

Fetchmates LLC, reserves the right to take reasonable action regarding any animal while in our care. We will NOT accept or provide service(s) to anyone who hasn’t thoroughly read, understood, and signed the contract, and waiver.

20.) Ending Services: Fetchmates or The Client may terminate this Agreement for any reason. The Client or Fetchmates must submit the termination of services notice in writing. Care providers cannot schedule clients, verbal requests made to them are not recognized. 

Fetchmates cancellation policy will apply to any walks or pet sits that were scheduled to occur when the service termination is submitted. (within 1 day for walks, 7 days for sits)