policy overview

All policies are outlined in the Client Service Agreements signed by all clients prior to the first service date with Arlo & Company. Please note that this information is not in addition to those policies, but rather a guide with helpful examples of the policies in action.

If you are a current client and wish to have a copy of your signed contract re-sent to you, please email emily@arloandcopets.com.

payment options

Payments are due within 5 days of the service end date. All invoices, regardless of the Pet Care Provider assigned to the service, will be issued by Arlo & Company. 

Payments are accepted by:

  • e-transfer to emily@arloandcopets.com (*preferred method of payment)
  • credit card payment via QuickBooks

 

Please note that QuickBooks charges service fees by percentage of the transaction. These fees will not be included in any refunds made to clients in the case of a cancellation/deposit refund noted above. Arlo & Company does not control these fees and they may change at any time. For more information  regarding transaction fees, please reference the QuickBooks website. 

deposits

Overnight pet care: for services over $800.00 total, a 50% deposit (maximum of $400.00) is required at the time of booking to secure the dates. Deposits are refundable* if the service is cancelled within the relevant cancellation policy window.

Examples: 

  • Overnight care for 1 dog household for 3 nights: $570 total service fee. The service is under $800, therefore a deposit is not required.
  • Overnight care for 1 dog household for 7 nights: $1280 total service fee. The service is over $800 and therefore a deposit is due upon booking, at the $400 maximum (50% of the service fee is $640, which is over the maximum deposit rate). 

 

*less any QuickBooks processing fees, if applicable. See above payments section.

service fee overview

Cat-Only Households: please connect with Emily for custom service quotes according to your pets’ needs!

Time-of-Day Surcharge: a set fee of + $15 will apply for services that meet the following time parameters

starting at or before 6:00AM
ending at or later than 11:00PM

Dog Drop-In Visit (Dog): $60

  •  + $10 additional dog
  • + $5 additional cat
  • + $12 time extension fee if beyond 3 hours
  • If beyond 5 hours of care, you will be charged Doggy Daycare rate

Doggy Daycare: $115

  • + $15 additional dog
  • + $5 additional cat
  • + $20 time extension fee is beyond 9 hours
  • If beyond 12 hours of care, you will be charged Overnight rate

Overnight Care: $190

  • Discounted rate for nights 6 to 10: $165
  • Discounted rate for nights 11+: $150
  • If service is beyond 20 nights please contact for a custom quote!

Overnight Care Additions

  • + $25 additional dog/night
  • + $10 additional cat/night
  • Early Check-In / Late Check-Out (Time Extension) Fee: + $30 to add Drop-In Visit
  • Full Day Addition (Time Extension): + $60 to add Daycare Service

 

EXAMPLE: Overnight Care is intended for approx. 24 hours of service. If the service starts at 9:00AM on Monday, ending at 2:00PM on Friday – the $30 Late Check-Out Fee covers the Friday afternoon.

EXAMPLE: If the service starts at 9:00AM on Monday, ending at 9:00PM on Friday – the $90 Full Day Addition Fee covers the full day of care on Friday afternoon/evening.

IMPORTANT NOTE ON TIME EXTENSIONS: On the occasions that life happens and you need a bit of extra time, that is no problem! However, extension fees noted above should be treated as an exception to the rule – not entirely new service-length offerings. Please be respectful of your Pet Care Provider’s time, and Arlo & Company’s standard service offerings. 

Please ensure you are requesting the appropriate service type when booking. If a Daycare Service was booked, but on the day of the service, only a Drop-In Visit time length was required – clients will still be charged the Daycare rate. Service changes can be made within the standard cancellation timelines in your Client Service Agreement, to ensure you are only being charged for the time you require!

cancellations

Drop-in visit & daycare services: please provide a minimum of 7 days’ notice (1 week). If less than 7 days notice is provided, the client will be billed for 50% of the service fee.

Examples:

  • Drop-in visit for 1 dog: $60 total service fee. The client cancelled 1 day before the scheduled visit. This client will be charged a cancellation fee of $30 (50% of total).
  • Daycare service for 1 dog: $115 total service fee. The client cancelled 3 days before the scheduled visit. This client will be charged a cancellation fee of $57.50 (50% of total). 

 

Overnight pet care: please provide a minimum of 14 days’ notice (2 weeks). If less than 14 days notice is provided, the client will be billed for 50% of the first 5 nights of the booking, and refunded 100% for any nights thereafter. Any deposits previously paid will be calculated against the cancellation fees.

Examples:

  • Overnight care for 1 dog household for 3 nights: $570 total service fee, no deposit paid. The client cancelled 8 days ahead of the start date. This client will be charged a cancellation fee of $285 (50% of the original total).
  • Overnight care for 1 dog household for 7 nights: $1280 total service fee, with a $400 deposit paid upon booking. The client cancelled 5 days ahead of the start date. This client will be charged a cancellation fee of $475 (50% of the first 5 nights), therefore they owe $75 cancellation fee with the deposit payment retained.

holidays

Services that take place on a holiday (as outlined on the availability page) will be subject to a 20% surcharge.

Examples:

  • Drop-in visit for 1 dog on September 4, 2023 (Labour Day): $60 base service + 20% holiday fee is $72 total.
  • Overnight care for 1 dog household from September 1 to 6, 2022 (5 nights total): $950 base service + 20% holiday fee applied to September 2, 3, and 4 only (Labour Day weekend) = $1064 total

tipping / gratuity

Providing a monetary tip to your Pet Care Provider is not necessary. 

However, should you wish to tip for excellent service there are two ways to do so when your invoice is received. (Unfortunately, QuickBooks does not allow for an automated “tip” option for small businesses).

The Pet Care Provider who completed your service will receive 100% of the tip – so, if Emily did not complete your service, the bonus will be forwarded (in full) to the assigned contractor. 

OPTION 1: if paying your invoice by e-transfer, simply add your desired gratuity to your payment amount.

OPTION 2: if paying your invoice by credit card online with QuickBooks, select the “edit payment amount” icon (pencil-shaped) in the top corner. Modify the payment amount to include your desired gratuity and continue payment as normal. 

OPTION 3: if paying your invoice by credit card online with QuickBooks, you can text or email Emily the desired gratuity amount and this will be added as a new line item on your invoice. The invoice will automatically update with your new total due, as soon as Emily has reviewed your request.