Policies and Procedures
NEW CLIENTS SIGN-UP PROCESS & INFO
Getting Started With Thumping Tails
Before services can begin, all clients must first create an account in our secure online client portal. This allows us to gather the important information we need to safely and accurately care for your pet.
The Meet & Greet (Required)
Once your account is set up, we will schedule an in-home consultation with your Pet Care Professionals. We call this the Meet & Greet, and it typically lasts 10–20 minutes.
This visit is essential. It allows your pet(s) to become familiar with us and ensures we understand your home setup, service needs, and care preferences before entering your home independently.
During the Meet & Greet, we will:
Review all client and pet profile information
Confirm feeding, walking, and care instructions
Identify where supplies, leashes, harnesses, cleaning products, and other essentials are located
Review your requested services and scheduling
Test your on-site lockbox
If you need a lockbox, you may purchase one from Thumping Tails at this time
Collect your emergency back-up key
Veterinary Release Form
You will also be required to sign a Veterinary Release Form when creating your account. This form allows us to legally authorize emergency veterinary care only if your pet becomes severely ill, injured, or unresponsive and neither you nor your Emergency Contact can be reached.
We will always make every possible attempt to contact you and your Emergency Contact first. You may also set a monetary limit on the Veterinary Release Form.
Required Information
To begin services, the following must be kept on file and up to date:
Veterinarian Information
At least one Emergency Contact
Complete Client & Pet Profiles
During your Meet & Greet, you will meet the Pet Care Companion or team of Pet Care Companions who will be directly caring for your pet. This introduction helps your pet feel comfortable and ensures you know exactly who will be entering your home. It also gives us the opportunity to review your pet’s routine, behavior, and specific care needs together.
All Thumping Tails Pet Care Companions are nationally and federally background checked, carefully vetted, and trained to our high standards of professionalism, safety, and pet care. This provides peace of mind knowing your home and pet are always in responsible, trustworthy hands.
Flexible, Team-Based Support
Thumping Tails uses a coordinated team approach, which allows us to offer exceptional flexibility throughout the year. This often makes it possible to accommodate last-minute requests, unexpected schedule changes, seasonal needs, holiday coverage, and reliable backup support whenever necessary.
Our entire team works together to ensure your pet receives consistent, dependable, and loving care every single time.
Client Responsibilities
Clients are responsible for ensuring that their pets are up-to-date on all required vaccinations and are free of any contagious illnesses before services begin. This helps maintain a safe and healthy environment for your pet, our team, and the pets we care for throughout the community.
Proof of vaccinations may be requested at any time, and must be provided upon request.
Clients are responsible for providing all necessary supplies for their pets, including food, treats, leashes, harnesses, waste bags, medications, and any other items required for their pet’s daily care. All supplies should be clearly labeled and in good working condition to ensure safe and consistent service.
Thumping Tails is not responsible for any adverse reactions or issues that may occur as a result of client-provided food, treats, medications, or equipment.
Clients are responsible for ensuring that Thumping Tails Pet Care Companions have safe, reliable, and secure access to their home for all scheduled services. This includes making sure lockboxes, keys, entry codes, gates, or building access systems are functioning properly.
Any issues with access should be communicated to us immediately so we can adjust plans and ensure uninterrupted care for your pet.
Clients must provide dog waste bags for all walks and visits, along with a designated location for the proper disposal of pet waste. Clearly indicating where waste should be disposed helps us maintain cleanliness and ensures your property is cared for respectfully.
If clients do not have their own lockbox, door key code, or garage code, they must purchase a lockbox from Thumping Tails for $30.
SCHEDULING & RESERVATIONS
Scheduling & Reservations
All reservations and visit requests must be submitted exclusively through the Thumping Tails App or the client portal scheduler. We do not accept schedule requests or changes by email, text message, or phone call. For accuracy and proper documentation, all scheduling must be entered directly by the client through the designated system.
Once a request is submitted, it will be reviewed and confirmed within 24 hours. You will receive an app and email notification when your visit has been approved, scheduled, and invoiced.
Clients should not give reservation requests or schedule changes to Pet Care Companions during visits. They will direct you to use the App or client portal so that every request is recorded correctly and added to the system without error. If you experience any issues using the App or client portal, please reach out to the office by email, text, or phone so we can assist you.
To use the App, simply log in from your mobile device. To access the Client Portal on our website, click Client Login in the top menu.
New clients must first create an account by selecting New Client Sign-Up.
Office Hours
Office hours are Monday through Friday from 8:30AM to 5:00 PM, and Saturday from 9:00 AM to 2:00 PM.
These hours apply to standard questions, scheduling assistance, and administrative support.
Services already in progress and true emergencies are handled 24/7. If you are experiencing an emergency while your pet is in our care, please contact Thumping Tails by phone call or text immediately.
Please note that scheduling requests are not considered emergencies unless the pet is currently in our care and requires immediate attention.
A credit card must be kept on file in order to submit any service request. This is required for all clients, with no exceptions.
After-Hours & Same-Day Requests
The client portal and App do not allow next-day service requests submitted after 5:00 PM. If you need a reservation after this cutoff, please text 914-508-0985, and a team member will respond to let you know whether we have availability.
All same-day requests must be submitted before 10:00 AM. These requests will be reviewed as quickly as possible and will include a Same Day Surcharge. While we cannot guarantee availability for same-day bookings or schedule changes, we always make every reasonable effort to accommodate your needs.
Clients should not communicate reservations or changes directly to their Pet Care Professional. All scheduling must be submitted through the App or client portal to ensure accuracy and proper documentation.
Last-Minute Requests for New Clients
We are happy to welcome new clients on short notice whenever possible. However, even for last-minute bookings, we must still complete a Meet & Greet and get your account fully set up in our system before services can begin.
We kindly ask new clients to provide at least 24 hours’ notice for last-minute situations. This increases the likelihood that we can schedule the Meet & Greet and arrange your services. Please note that last-minute availability is never guaranteed.
Important Policy
We cannot enter a home until we have formally met the pet during a Meet & Greet. No exceptions.
Service Limitations
Thumping Tails staff will not handle human-aggressive pets or those that pose a risk to our employees.
Thumping Tails will always take reasonable and appropriate measures to handle emergencies involving your pet. However, clients must have a reliable emergency contact available at all times in case we are unable to reach you directly. This ensures that urgent decisions can be made quickly and safely.
For the safety of both your pet and our team, services may be temporarily suspended or adjusted during severe or hazardous weather conditions. Situations such as extreme temperatures, heavy storms, ice, or other dangerous conditions may require us to modify or delay visits. Our priority is the well-being of your pet and the safety of our Pet Care Companions.
WEEKLY (RECURRING) DOG WALKING POLICIES & PROCEDURES
Weekly Walks are recurring services that are reserved on our schedule every week throughout the year. Once your recurring schedule is set, there is no need to rebook each week. To begin a Weekly Walk schedule, please call 914-508-0985, and we will set it up so the system automatically books your visits several months in advance.
Your scheduled days and time windows remain fixed unless you request a change. For example, if you choose a 30-minute walk Monday through Friday between 12:00 PM and 2:00 PM, that schedule will continue every week until you notify us.
The only exception is major holidays that fall on weekdays, including Fourth of July, Memorial Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, and New Year’s Day. Weekly services are not automatically provided on these dates.
If you need services on a holiday, you must submit a request through the client portal, and the visit will be billed at the regular rate plus the Holiday Surcharge. We send reminders in advance so you have plenty of time to submit any holiday requests.
All Weekly Dog Walking Clients are REQUIRED to have a credit card on file due to our Automated Invoice & Payment processing. No information is stored on our end and we have no access to see your payment information. Payments for Weekly Dog Walking are made each week on the Sunday morning prior to the weeks services and are charged automatically.
LATE PAYMENTS: If there is an error in processing your card(which you will be notified of immediately), There will be 3-day grace period from the due date. However, any Invoices not paid by the 3rd day after the due date will be assessed a late fee of $10 per day until the week ends. Once that week ends, all services will be halted until payment is caught up. There will be no “running tabs.”
Non-payment for ANY Services rendered will be sent to collections after 10-days of no contact.
ALL Cancellations MUST be done via the App/Client Portal. We will NOT accept cancellations via text, email, or phone call. All Cancellations via App/Client Portal immediately notify both Management and the scheduled Pet Care Professional. If you have any issues with putting in a cancellation via the Client Portal, please contact the office immediately for assistance via email.
To avoid being charged for unused visits – cancellations for the upcoming week must be put in prior to the due date on the invoice. This means, if you know in advance you will not be needing walks for the next week, the changes need to be made before Sunday, so you are not charged for them. Otherwise, weekly charges will incur as normal and only credit can be given for a cancellation.
To receive a full refund for a cancellation during the week: It must be requested 24 hours in advance, between 6am to 6pm or full charge.
Credits are limited to Cancellations made outside of these policies receive no credit. Credits are automatically applied to the following weeks invoice unless otherwise requested. Credits can be applied towards any service, but you must notify the office immediately if you wish to apply it towards another service. Any unused credits for Weekly Walks expire in 30 days.
*Reservations or scheduling changes are not to be scheduled with your Pet Care Professional directly. They will ask you to schedule directly with the office via App/Client Portal
DOG WALKING POLICIES & PROCEDURES (NON-RECURRING)
All Requests for Services MUST be booked using the app/client portal. We will not accept requests made via phone call, text, or email. We are more than happy to assist with showing you how to do this correctly if you are having issues.
We ask that you put in your requests as far in advance as possible as we take requests on a first come, first serve basis. All requests are processed within Office Hours. Once your requests are processed, you will be sent a confirmation email along with your Invoice. If there are any issues with your request, you will be notified immediately. Once your services are scheduled & confirmed, we decline other requests that would conflict. Because of that, there are no exceptions to our payment or cancellation policies.
All dog-walking clients must keep a credit card or ACH payment method on file for our automated billing system. Your payment details are processed securely through our provider, and Thumping Tails does not store or have access to your full payment information. Dog-walking invoices are processed every Thursday for that week’s services.
Late Payments
If a payment fails, you will be notified immediately. There is a 3-day grace period, but any invoice still unpaid after the third day will incur a $10 late fee per day. Thumping Tails may pause services if an invoice remains outstanding.
Non-Payment Policy
Any service that remains unpaid with no client contact for 10 days will be sent to collections.
All cancellations must be submitted through the App or Client Portal. We do not accept cancellations by text, email, or phone. When a cancellation is entered in the system, both management and your scheduled Pet Care Professional are notified immediately. If you experience any issues canceling through the portal, please contact the office for assistance.
For walks and drop-in visits, cancellations must be submitted at least 24 hours in advance during office hours, which are 8:30 AM to 5:00 PM. Any cancellation made with less than 24 hours‘ notice will be charged at the full rate.
For boarding and house sitting, cancellations follow this policy:
• 7 to 2 days before the service start date: 50% charge
• 24 hours’ notice or less: full charge
• A cancellation made with 24 hours’ notice is treated as a full charge.
Clients should not give cancellation requests directly to their Pet Care Professional. All changes must go through the App or Client Portal to ensure accuracy.
HOLIDAYS POLICIES & PROCEDURES
All standard scheduling policies remain the same during holiday periods. However, all pet care services performed on major holidays — and during the week of the holiday — include a $10 Holiday Fee per visit. This fee applies to each walk, drop-in visit, boarding day, and house-sitting day scheduled during that period.
Some major holidays may have limited availability or full closure, depending on staff capacity. Because of this, we strongly recommend booking as early as possible. Once our schedule is full, we cannot accept additional reservations.
Clients will always receive a confirmation email once their holiday request is approved.
Holiday cancellations follow the same cancellation rules as all other services. Walks and drop-in visits require 24 hours’ notice during office hours for credit, and Boarding or House Sitting cancellations follow the standard 7-day and 24-hour guidelines. Cancellations submitted during these windows are billed at the full rate.
Additional Fees
$5 per visit – applied to All Services scheduled on Saturday(24hrs) or Sunday(24hrs)
$10 per visit – applied to All Services on MAJOR Holidays, Holiday Weekends & Holiday Weeks. (Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas, New Years Eve, and New Years Day ).
$5 for all walks after 5:45 PM and the same for before 8:00 AM
Each additional pet is an additional $5
A $5 same-day fee is added to all appointments requested for the same day. While we will always do our best to accommodate last-minute needs, same-day requests and schedule changes are not guaranteed.
New clients may not be accepted on short notice. Because we must complete a formal Meet & Greet and set up your account in our client portal before any services begin, we rarely accept new client requests with less than 24 hours’ notice.
PARKING POLICIES & SURCHARGES
Clients in condos, apartments, or multi-family buildings must provide free and accessible parking for our Pet Care Companion. If free parking is not available and paid parking is required, all clients are responsible for the exact parking cost, and a photo receipt will be provided.
If no parking can be found within 10 minutes, we may need to return later to complete the visit. This will be billed as an additional visit, but we will contact you first to ask if alternative parking arrangements are available. Please check with your building management ahead of time if you expect parking challenges.
HOME & COMMUNITY ACCESS POLICIES (KEYS, CODES, FOBS, ECT.)
Thumping Tails does not store or hold client keys. All keys must be kept securely in a lockbox at the client’s home to ensure safe and reliable access for our Pet Care Companions. Clients are responsible for providing a functional lockbox and keeping their key stored safely at all times. Thumping Tails is not liable for any key that is left unsecured or not stored in a proper lockbox.
If we cannot access your home and cannot reach you or your emergency contacts, and your pet’s safety becomes a concern, we may be required to arrange for a locksmith at the client’s expense.
Thumping Tails does not store or hold client keys. Instead, clients should keep a second emergency key secured in a safe, reliable location at their home, such as a lockbox. This ensures we always have access to your pet if you are unavailable. If an emergency key is not safely stored and we cannot enter your home, a locksmith may be required at the client’s expense.
If a key pick-up is needed for any reason, a $5 Key Pick-Up Fee will apply.
If you prefer that we access your home using a door code, please enter the code in your client portal. Even with a code on file, clients must keep a functional lockbox with a key on their property for emergency use. This protects your pet in situations where a code fails, the lockbox freezes, or we cannot reach you.
Entry Timing
The visit timer begins when we arrive at your door. If you live in a building and we must pick up a key from a concierge, we will wait up to 5 minutes before the timer starts. If we are unable to enter your home within 10 minutes, you will need to schedule a new appointment, and both the original visit and the additional visit will be charged in full.
Keeping a working lockbox with a key ensures uninterrupted access and prevents missed visits.
PET POLICIES
All pets must be up-to-date on required vaccinations before the Meet & Greet. Proof of vaccinations must be uploaded to your Pet Profile in the client portal.
For dogs, a current Rabies vaccination is required, and the Rabies tag number must be entered in the portal before any services can be provided.
We recommend that all pets have current identification tags or an up-to-date microchip while in our care. For dogs, identification is required for any service that involves taking them outside your home.
Identification may be a physical tag attached to their collar or harness, or you may list your dog’s microchip number in their Pet Profile within the client portal. This must be in place before we take any dog out for a walk.
All dogs must be walked on a leash at all times, unless they are being let out into a fully fenced, secure yard. During the Meet & Greet, we will inspect the yard for any gaps, weak points, or areas where a dog could escape. If the fence is damaged, unsafe, or has openings, the dog will remain leashed outdoors.
Dogs with electronic or invisible fences must also stay leashed in any open outdoor area. Not all electric fences work the same, and some dogs can push through the boundary.
Your dog’s safety is our top priority. Even if your dog has excellent recall with you, our team will always follow strict safety protocols.
For everyone’s safety, pets must be comfortable with new people entering your home. If you are unsure how your pet will react, you must discuss this with us before the Meet & Greet so we can plan any extra introductions that may be needed.
If a pet shows fear, anxiety, or aggression during the Meet & Greet, we may need additional visits to help them adjust before services can be approved. In some cases, we may not be able to provide services at all.
If aggression occurs after services have begun, we will do our best to finish the visit, but we reserve the right to end the visit immediately and suspend services for safety. Additional time or special handling needs may result in extra fees.
If we cannot reach you, we will contact your Emergency Contact.
Clients are responsible for any medical costs if a Pet Care Professional is injured by their pet.
Many dogs get excited and may pull on leash, and our team is trained to handle a wide range of sizes and temperaments. However, if a dog is so strong or reactive that they pull excessively, drag us, knock us down, or show aggressive or over-aroused behavior toward people or other dogs, this creates a safety risk for both the Pet Care Companion and your dog.
If we observe any unsafe leash behavior, you will be notified immediately and provided with options to continue services. This may include using a front-clip harness or other equipment designed to reduce pulling. We can recommend effective harness options if needed.
If the behavior is severe, we may require that you work with a professional dog trainer before we can continue walking your dog in public. Your dog’s safety and our team’s safety always come first.
Your dog’s safety is our top priority. Improperly fitted, worn, or damaged collars, harnesses, or leashes — including retractable leashes — can create unsafe situations where a dog may slip out or break free. If we notice any equipment that is not secure or safe, we will notify you immediately and recommend better options.
When needed, Thumping Tails may use our own standard leashes, slip leashes, collars, or harnesses to ensure your dog is safely and securely handled during walks.
Our goal is always to use equipment that keeps your dog safe, secure, and fully under control during every visit.
SERVICE POLICIES
We’re always happy to hear from you and any pet parents! You can contact us by call or text at 914-508-0985.
For the fastest response, you can also request care directly through our website by clicking “Book Now.” This sends your request straight into our system so we can review and confirm it as quickly as possible.
For safety and insurance reasons, Thumping Tails cannot share pet care duties with friends, family, neighbors, or other pet care providers. When someone else enters your home while your pet is scheduled with us, our responsibility ends immediately.
If anything occurs during that time, we are not liable, and any concerns must be addressed with the person you allowed into the home.
Thumping Tails may decline services if guests or workers are staying in your home while you’re away. If anyone else enters the home during your scheduled services, our responsibility ends immediately. Any issues that occur during that time must be addressed with the person you allowed inside.
We walk in all kinds of New York and Connecticut weather, but safety comes first. If conditions become dangerous—such as heavy storms, flooding, extreme heat or cold, or unsafe driving—we may adjust your visit time or shorten outdoor walks. Your pet will still receive care for the full visit, even if part or all of it must take place indoors.
If a city declares an emergency, we may need to cancel services for everyone’s safety. You’ll always be notified right away of any schedule changes or cancellations.
Pet Boarding Policies & Procedures
For the comfort of all pets in our limited boarding space, we cannot accept pets with strong odors, including skunk spray. If your pet arrives with an odor, we will notify you immediately and boarding will not be possible.
Because boarding spots are in high demand, cancellations with less than two weeks’ notice will be billed for two days of boarding.
Booking and Cancellation Policies
All cancellations must be made at least 24 hours in advance during office hours (8:30 AM–5:00 PM). Cancellations made with less than 24 hours’ notice are charged in full.
For boarding and house sitting, cancellations made 7 days to 2 days before the start date are charged 50% of the entire stay.
Cancellations made with less than 24 hours’ notice are charged 100%.
Liability Disclaimer
Thumping Tails is not responsible for any health issues that arise with pets outside of our service hours. We will inform clients immediately of any concerns noticed during our visits.
Thumping Tails is not liable for any damage to client property unless it is due to staff negligence. Clients must secure their homes and remove any hazardous items that could cause harm to pets or staff.
While we take every precaution to ensure your pets’ safety, Thumping Tails is not responsible for pets that escape, become lost, or injured when safety measures are in place and protocols are followed.