Frequently Asked Questions

General

What is the difference between "Weekdays" and "Nights & Weekends" hours?


Weekday hours are Monday - Friday from 9am - 5pm. Nights & Weekends hours are Monday - Friday 5pm - 9am, all day Saturday, and all day Sunday.




What days are considered holidays?


Please see our Holiday page at https://www.barkleysquare.com/pet-care-resources




Do I have to sign an agreement before receiving service?


Yes, we ask that you sign one of our petsitting service agreements depending on the type of service you are requesting. We cannot begin service until the appropriate agreement is signed.




Do you provide an initial consultation before your first visit?


Yes, we schedule a "Meet & Greet" with an office representative and your walker or petsitter before your first visit. At that time, you and your pet will be able to meet your walker or petsitter and have any questions you may have answered. We charge a $25 fee for the Meet & Greet; however, if you decide to use our services, that fee is credited toward your first invoice.




What is your payment for services policy?


All invoices over $200 in value are due and payable upon appointment confirmation. Invoices less than $200 in value can be paid via check or credit card on file on a net-15 basis.




What is your inclement weather policy?


Barkley Square follows the inclement weather policy of the Federal Government – if the Federal Government is closed, all VIP walks are cancelled and credited to the following month. On-call walks and Overnight visits will be made as normal despite any inclement weather; however, a $10 surcharge per visit will apply. For days with snow and ice, please have the proper supplies necessary for the safety of your sitter. Please have walkways, steps and driveways free and clear of ice and snow. Please have a shovel and ice handy if necessary.




What is your policy regarding cancellations and late appointments?


Barkley Square charges a cancellation fee equal to 50% of the total invoice for appointments cancelled less than 48 hours before the appointment day and time. We charge a $20 late appointment fee for appointments made less than 24 hours in advance of desired day and time. FlexPak visits that are cancelled less than 24 hours before the appointment time are not credited back to your account. You must notify the office of any cancellations in order to receive any credits due. However, our VIP clients are not subject to any cancellation or late fees.




What is your policy for handling house keys?


We do not keep house keys in our possession for your security and ours. We use key lockboxes, similar to those that realtors use, that stay on your property. They can be secured to your front door knob or a nearby railing. You may purchase your own lockbox or we can provide you with one for a $30 one-time fee. One thing to keep in mind...you are responsible for ensuring that the key is in the lockbox and the lockbox can be located by your dog walker or pet sitter.




Is Barkley Square licensed and bonded?


Barkley Square holds business licenses in Fairfax County and the CIty of Falls Church. All Barkley Square personnel are bonded through the USAA General Insurance Agency for claims up to $20,000.




Do you perform background checks on your dog walkers and pet sitters?


All of our employees, full- and part-time, undergo a background check. If there is anything in a prospective client’s background that may pose a risk to you, your pet, your house, your valuables, or our company, they will not be hired.





VIP Program

What is the Barkley Square VIP program?


Barkley Square’s VIP Program offering is designed to give working pet owners the option of daily weekday walks at the same time each day with the same walker at a reduced rate.




Are there different VIP options to choose from?


Yes, we offer 3-, 4-, and 5-day VIP options for our Check-In (15-minute), Standard (30 minute), Standard Plus (45 minute), and Premium (60 minute) options.




What is your payment policy for the VIP program?


The VIP Program is a pre-paid program. Payment is due for the entire month's walks 7 calendar days before the start of that month. For example, payment for the month of February is due on January 25th.




Can I cancel VIP walks?


Yes, you may cancel 1 walk per month if you have the 3-Day plan, 2 walks per month for the 4-Day plan, and 3 walks per month for the 5-Day plan. Your account is credited the price of the walks toward the next month's VIP invoice. We do not offer cash refunds for VIP walks. We require at least 48 hours notice to cancel a VIP walk; if 48 hours notice is not given, that walk will not be credited toward the next month's invoice.




What benefits do I receive as a Barkley Square VIP?


In addition to the deep discounts you receive for your daily walks, you will also receive up to 15% off all of our other services, including grooming. As a VIP, you will also be exempt from our standard last-minute appointment fee, additional fees for on-call night and weekend walks, and cancellation fees




Can I use other discounted offers in combination with my VIP service?


We do not offer additional discounts to pet sitting and dog walking services that can be combined with the VIP discount; however, our VIP programs have built-in discounts that can be applied to all of our other services, including grooming!




What is your Inclement Weather policy?


VIP walks are automatically cancelled on days in which the Federal Government in closed due to inclement weather. If you still need a walk on these days, please be sure to contact our office to arrange for an VIP on-call visits.




What is your cancellation policy for the VIP program?


Individual walks may be cancelled at least 48 hours in advance to receive a credit. The VIP program as a whole must be cancelled by the 25th of the month preceding the effective cancellation date. For example, if you want to cancel your VIP service starting in April, your cancellation must be received by March 25.





VIP Extended Term

What is the Extended Term option?


The Extended Term VIP option gives you the opportunity to purchase a 3-month or 6-month VIP plan for even greater discounts than our normal VIP rates. With the Extended Term VIP option, your payment for the term you select is due when you sign up for the package. Your per-walk rate is even less than our normal VIP rate in exchange for your 3- or 6-month commitment.




Do I receive credit for cancelled Extended Term walks?


No, we do not offer credits for cancelled Extended Term walks. The Extended Term walks are greatly discounted from our normal rates, so we do require payment for the entire term and a commitment to that term.





FlexPak Visits

What is the Barkley Square FlexPak?


Barkley Square’s FlexPak offering is a block of pre-paid visits at a reduced rate.




What quantities of FlexPak visits can I purchase?


We offer blocks of 10 and 20 visits.




Can I use my FlexPak visits at anytime?


FlexPak visits can be used for service Monday through Friday from 9am to 5pm. Anytime FlexPak visits can be used for service during Weekday hours and Nights and Weekends (Saturday, Sunday, weekdays before 9am, and weekdays after 5pm). FlexPak visits cannot be used for holiday visits.




What if I need both Weekday and Nights & Weekend visits?


You may construct your own FlexPak that has Weekday and Anytime visits. The only requirement is that the FlexPak consists of a total of 10 or 20 visits, split between Weekdays and Anytime visits according to your needs. Just let us know how many Weekday and Anytime visits you require when you purchase your package.




What is your payment policy for FlexPak visits?


You may pay for the FlexPak via credit card (MasterCard, Visa, Discover, or American Express), check, or Paypal. Your credit card will be charged in full when you order the FlexPak. If you elect to pay by check or Paypal, we must receive your payment before you can use a FlexPak visit.




If I do not use all of my FlexPak visits, is my fee for the unused visits refundable?


If you have used a partial FlexPak, the remaining fee is not refundable, except in the event of the death of a pet; however, you may use your credit for any of our other services at full price. If you purchase a FlexPak and do not use any of the visits, you may receive a full refund.




What is your cancellation policy for Flex visits?


We require 48-hour notice of cancellations in order for you to receive credit for that walk. If you do not give us 48 hours notice, the visit is still deducted from your FlexPak plan.





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