Thank You For Joining the Urban Tailz Family!
Thank you so much for joining the Urban Tailz Family! We are excited to get you started. Below is more info on how everything works with UT. Don’t hesitate to reach out if you have questions!
A FEW THINGS BEFORE WE START
Thank you for joining Urban Tailz! We are so excited to welcome you to the family of countless clients who have trusted us to care for their furry family members. We promise they are in good hands and will get lots of love and affection while you are away, whether it be just for the day at work or a long trip overseas.
DOWNLOAD OUR APP
If you haven’t already done so, please download our mobile app for iPhone or your Android phone, as this will be the most efficient way to communicate with your sitter and our office during service. Just search for “Time to Pet” in your phone’s app store. The app has these features:
- Visit report cards and photos after each visit
- Easily update care instructions and pet information
- Calendar of scheduled visits
- Chat with your sitter and our office
- Conversation feed with a history of all communication with your sitter and our office
- View and pay your invoices
- Make reservations or change/cancel existing reservations
COMMUNICATION WITH US
The best way to communicate with us is through our mobile app. Your sitter and our office will see all messages and these are archived under the conversation feed. Should an emergency occur with your sitter, it is important that our office has access to your communications with your sitter. Therefore we ask that you only communicate with your sitter through the app, or via your online portal. We cannot be responsible for any other method of communications including emailing or sending text messages outside of the app. This is for the safety of your pets and to ensure quality care.
If you need to call us, please call 773-250-1767.
URBAN TAILZ SUPPLIED LEASHES
After testing a variety of leashes and harnesses (our dogs are now #influencers), we found one we absolutely love called the Weiss Walkie. The beauty of this one is that it is both a leash AND a harness. More info about the Weiss Walkie can be found here.
Every Urban Tailz dog walker is outfitted with four of these leashes: two for dogs over 25lbs and two for dogs under 25lbs. No matter what combination of dogs you have at home, we’ll be prepared!
The Weiss Walkie, used as a harness, is our default process for our clients. However, if your dog has unique needs, or you’d rather we use your own equipment, please let us know. We’ll make a note on your account.
Urban Tailz has been certified by Pet Sitters International on best practices for our pet sitters and dog walkers during this Covid-19 pandemic. We will be working as diligently as possible to keep our clients, staff, pets, and community safe. Our staff will be outfitted with facemasks, hand sanitizer spray, and leashes (more on those in a bit!). In addition, we will be practicing social distancing while on walks by staying 6-feet away from any passersby.
- IF YOU ARE HOME:
- Let us know! We will send a message through TTP just prior to arrival
- Please have your dog in its collar or harness so (s)he is ready to be leashed
- We will continue doing door-to-door exchanges, or quick handoffs in your hallway, lobby, or front yard
- Walkers will be wearing masks when interacting with clients. If a walker is not wearing a mask when they pick up or drop off your dog, please let Urban Tailz management know.
- IF YOU ARE NOT HOME:
- Please have all items needed for the walk readily available
- Please leave sanitizing cleaning supplies visible. We will wipe or spray down anything that is touched during our visit like doorknobs, countertops, harness, etc.
You can view and pay your invoices in our mobile app. Payment is due on the 15th of the month, for services performed during the previous month. We accept Chase Quickpay, Zelle, your bank’s bill-pay, ACH payment, or credit/debit cards. If you do choose to pay with ACH, Credit, or a Debit card, our system will store this for future invoices. This form of payment will be charged automatically on the 15th of the month for the previous month’s walks. If you do not want to be auto-charged, simply click “delete card” and your invoice will be emailed to you and available to view in our app.
Gratuity can be added to any paid invoice. If you would like to set up a recurring gratuity (monthly amount or percentage) please let us know. We are happy to set this up for you.
Clients are able to schedule their regular midday walks up to 9am the day of. If scheduling after 9am, then there is a $3 short notice surcharge.
Clients are able to cancel their walks up to 2 hours before the start of their time window without a charge. If cancelling within 2 hours of the start of your time window, then there is a 50% cancellation fee.
We ask that clients schedule by 9pm the night before when scheduling weekend walks. If a weekend walk is requested after 9pm the night before, then there is a $5 short notice surcharge.
Our main midday hours are 10am to 4pm Monday through Friday. Anything outside of this timeframe is considered off-peak. Off-peak walks are $5 extra. We also cannot provide puppy walks during off-peak hours.
You can read our other important policies and procedures here.
We are committed to providing outstanding care for your furry family members. We know you have many options when it comes to your pet’s care, and we want to earn the right to be your first choice for many years to come.
If our care is not up to your standards, we would like to know about it right away. Please communicate with our office directly in the app by selecting the “private” chat function. These messages are only seen by management. You can also call us at 773-250-1767.
Thank you again for meeting with us, and thank you so much for joining our family. We are excited to welcome you to Urban Tailz!