TERMS & CONDITIONS
1. Approved Communication Channels
Text — Primary Communication Channel: Text Message via Group Message to: (415) 786-9611 and (650) 484-9954; AWROOF! recommends OWNER always text both numbers in a group message for all important communications, including service requests, service change requests, and service cancelation requests
Email — Secondary Communication Channel: Email to services@awroof.dog; AWROOF! recommends sending back up communications about complex service requests via email
Snail Mail — Other Communication Channel: AWROOF! Pet Concierge, 2261 Market St Ste 188, San Francisco, CA 94114
2. General Policies
Home Access: OWNER must provide AWROOF! at least one set of building, house, and/or apartment keys or fobs to facilitate quick access to OWNER’s home in order to provide requested services
When AWROOF! is required to request a key or fob from a building’s concierge or front desk for each individual service date, AWROOF! reserves the right to charge an additional $10 home access fee, which will be added to each service date; any additional services will be billed on the ONWER’s invoice
AWROOF! does not use outside hiding places to exchange keys
Alarm Systems: OWNER must disarm any alarm systems or inform AWROOF! how to do so
Home Pet Safety: OWNER must pet-proof their home — secure gates and latches, etc — before leaving; don’t forget to lock all windows, screens and doors
Pet Health and Vet Visits: OWNER is strongly encouraged to make arrangements with a vet to examine their pet(s) if AWROOF! suggests it; any veterinarian charges are the OWNER’s responsibility
3. Fees, Discounts, and Reimbursements
Monthly Flat Rates for Dog Walking: Monthly Flat Rates for Dog Walking Services are offered to OWNERs who make a commitment of at least three (3) walks each week on a dedicated schedule; these service fees are paid in advance each month
Parking Fees: AWROOF! generally does not charge parking fees; exceptions to this policy occur when the location of the OWNER’s home does not offer convenient, free parking options; when necessary, AWROOF! will research parking options and costs and add these costs to requested service fees; any parking reimbursements will be included on the OWNER’s monthly invoice
Household Discounts for Multiple Dogs: Small Discounts on Monthly Flat Rates for Dog Walking Services (Group or Private) are offered for OWNER households with two or more dogs who are on the exact same frequency and schedule; discounts are rescinded when dogs in the same household move to different frequencies and schedules.
Reimbursements: OWNER must provide sufficient food, medication, cleaning, and other supplies; if AWROOF! pays for supplies in order to be able to provide requested services, OWNER will reimburse AWROOF!; any reimbursements will be included on the OWNER’s monthly invoice
Annual Service Fee Updates: AWROOF! will assess and update all service fees annually effective on January 1st, based roughly on the cost of living increase of the previous 12 months for the San Francisco Bay Area; we use this data to inform our decision; AWROOF! reserves the right to assess and update service fees at any time
4. Deposit and Cancelation Policies
OWNER Dog Walking Cancelations: OWNER must cancel any scheduled Dog Walking services at least 48 hours prior to the scheduled service to receive credit for the canceled services; fees for canceled services will be credited on the OWNER’s monthly invoice; otherwise, OWNER pays the entire service fee (100%)
OWNER Monthly Dog Walk Rate Cancellations: When an OWNER who pays a Monthly Flat Dog Walking Rate cancels a walk at least 48 hours prior to scheduled service, they are eligible for a prorated cancelation rate; otherwise OWNER will not receive any credit for cancelations made within 48 hours or less of the scheduled service; depending on weekly service frequency, OWNERs are eligible to receive a limited number of cancelation credits each month
OWNER As Needed Dog Walk Rate Cancellations: When an OWNER who pays As Needed Dog Walk Rate cancels a walk at least 48 hours prior to the scheduled service, they will not be billed for the canceled service on their monthly invoice; otherwise, when an OWNER cancels a walk within 48 hours of the scheduled service they will be billed for the service on their monthly invoice; when an OWNER has paid for a canceled dog walking service in advance and canceled the walk at least 48 hours prior to the scheduled service, the entire service fee will be credited from their monthly invoice
AWROOF! Dog Walk Cancellations: When AWROOF! cancels a dog walk, due to Extreme Weather or other reasons, the entire service fee (100%) will be credited from the OWNER’s monthly invoice
Extreme Weather Dog Walk Cancelations: Dog Walking services occur rain or shine and AWROOF! does not offer credits or refunds due to weather except in the case of extreme weather; AWROOF! will notify OWNER of the potential for cancelations due to extreme weather at least 24 hours before the scheduled service via text and email; extreme weather is classified as the following:
Any Rain* with temperatures below 45° F
Any Rain* with winds exceeding 20 MPH
Torrential Rain or Hail
Temperatures above 95° F
Temperatures below 45° F with winds exceeding 20 MPH
Temperatures below 40° F
*Misting and Drizzling are not considered Rain
Holiday Cancellations: Unless otherwise notified to OWNER in writing, services are not provided on the following holidays: New Year’s Day, President’s Day, Memorial Day, Labor Day, July 4th, Thanksgiving Thu and Fri, Christmas Day; when these holidays fall on service days, fees for these service dates will be credit from invoices for OWNERs who pay a monthly flat rate for group dog walks
Pet Sitting and Pet Taxi Deposits: Pet Sitting and Pet Tax services require a 50% deposit to secure dates; final payment for these services is due when services are completed and invoiced; when OWNER is enrolled in monthly services, Dog Sitting, Pet Taxi and Concierge services will be billed on the OWNER’s monthly invoice
Pet Sitting Cancelations: When OWNER cancels a scheduled Pet Sitting service at least two weeks prior to the start of the scheduled service, they will receive a full refund (100%) of their deposit; when OWNER cancels at least one week prior to the start of the scheduled service they will receive a 50% refund of their deposit; when OWNER cancels within one week or less of the scheduled service they forfeit 100% their deposit and will not receive a refund
Pet Taxi Cancelations: When OWNER cancels a scheduled Pet Taxi service at least 48 hours prior to the start of the scheduled service, OWNER will receive a full refund (100%) of their deposit; when OWNER cancels at least 24 hours prior to the start of the scheduled service OWNER will receive a 50% refund of their deposit; when OWNER cancel within 24 hours or less of the scheduled service they forfeit 100% of their deposit and will not receive a refund
Notification of Changes and Cancellations: All notifications of service change requests and cancelation requests must be made via approved communication channels; the primary form of communication is via a group text message to 415.786.9611 and 650.484.9954; OWNER is also encouraged to send a backup communication via email to services@awroof.dog
5. Requesting Service Changes:
Group Dog Walks — One-Time Schedule Changes: OWNER whose dogs are scheduled less than five days a week may make one-time schedule changes from time to time, when the group their dog is enrolled in is not full or the group has some openings on specific days; when groups are full or the days are not available, clients may not make one-time schedule change; schedule changes must be made at least 48 hours before the originally scheduled service date, otherwise, OWNER will be responsible for paying both service dates; any additional services will be billed on the OWNER’s monthly invoice
Group Dog Walks — One-Time Additional Walks: OWNER whose dogs are scheduled less than five days a week may add one-time additional Group Walks to their dog’s schedule when the group their dog is enrolled in is not full on the requested days; additional group walks may be requested same day; any additional services will be billed on the OWNER’s monthly invoice
Private Dog Walks — One-Time Schedule Changes: OWNER whose dogs are scheduled less than five days a week may make one-time schedule changes from time to time if AWROOF! service provider has availability; schedule changes must be made at least 48 hours before the originally scheduled service date, otherwise, OWNER will be responsible for paying both service dates; any additional services will be billed on the OWNER’s monthly invoice
Private Dog Walks — One-Time Additional Walks: OWNER whose dogs are scheduled less than five days a week may add one-time additional Private Walks to their dog’s schedule if AWROOF! service provider has availability; additional group walks may be requested same day; any additional services will be billed on the OWNER’s monthly invoice
Private Dog Walks for Group Dog Walking Clients: OWNER who pays a monthly Group Walk rate may request additional private walks evenings and weekends at a discounted Private Walk rate; any additional services will be billed on the OWNER’s monthly invoice
Pet Taxi Schedule Changes: OWNER may make changes to a scheduled Pet Taxi service at anytime, as long as an AWROOF! service provider is available for the new service date and time; if an AWROOF! service provider is not available, and the service needs to be canceled, then regular cancelations policies apply
Pet Sitting Schedule Changes: OWNER may make changes to a scheduled Pet Sitting services at anytime, as long as an AWROOF! service provider is available for the new service dates and times; if an AWROOF! service provider is not available, and the service needs to be canceled, then regular cancelations policies apply
Notification of Changes and Cancellations: All service requests and notifications of service change requests and cancelations must be made via approved communication channels; the primary form of communication is via a group text message to 415.786.9611 and 650.484.9954; OWNER is also encouraged to send a back-up communication via email to services@awroof.dog
6. Invoicing and Payment Policies
Invoices for Monthly and As-Needed Services: An OWNER who pays monthly service fees shall be invoiced for monthly services and additional services from the previous month, on the first day of each month
Invoices for As-Needed Services: An OWNER who requests multiple as-needed services each month shall be invoiced for services on the last day of each month
Invoices for One-Time Services: An OWNER who requests a one-time service will be invoiced upon completion of the requested services
Cancelations: All canceled services that were previously invoiced will be reduced/credited from the OWNER’s monthly invoice based on the cancelation policy for that service
Non-Refundable Deposits for Monthly Billed Clients: Any OWNER who receives a monthly invoice for services will be invoiced for any cancellation fees in the form of forfeited non-refundable deposits for Pet Sitting and Pet Taxi services on their monthly invoice
Payment Due Dates: OWNER will pay invoices within five days of receipt — NET5
Accepted Payment Types: AWROOF! accept cash, check, credit cards, Venmo, Zelle, and PayPal
Venmo: @awroof (code: 9954)
Zelle: accounting@awroof.dog
PayPal: paypal.me/awroof (subject to a 3.5% credit card processing fee)
Checks Payable To: AWROOF! Pet Concierge, 2261 Market St #188, San Francisco, CA 94114
Credit Card On File: OWNER is required to keep an active credit card on file as a convenient backup payment option to avoid disruption of services:
AWROOF! shall use credit cards on file to pay for any delinquent fees or reimbursements that have been submitted for payment via an invoice; all invoices shall be submitted via email to OWNER; AWROOF! may also inform OWNER of the submitted invoice via a text message
Invoices shall be considered delinquent six days after they have been submitted to OWNER via email
When OWNER does not pay for services by another method nor makes other payment arrangements in writing, AWROOF! will charge the credit card on file on the sixth day after the invoice was submitted to OWNER and provide an invoice to OWNER for the payment
Credit Card Processing Fee: A 3.6% credit card processing fee is added to all credit card charges, including those that occur through PayPal
Monthly Check-In For Services: At the end of each month, AWROOF! will send an email requesting information about requests for the upcoming month’s services; please respond to that email promptly so AWROOF! can provide an accurate monthly invoice