There is no charge for one-up-to-five days of dog walking or pet sitting cancellations made with at least 24 hour notice. We need all cancellations in writing.

KSR Pet Care assigns 2-hour time frames to your appointments and therefore the 24 hours is calculated starting with the start time of your time frame counting down to 24 hours prior. E.g. if you cancel a Friday noon-2pm appointment, we need your cancellation in at the latest by Thursday noon.

Same-day cancellations or the day before after 5:00pm (regardless the time frame) involve the value of the visit(s). (Explanation: our offices close at 5:00 PM, so if you send us a notification after 5:00 PM we will only be able to alert the sitter the following morning.) Thank you for your understanding!

Exceptions to the 24-hour notice rule apply for :

• Monday appointments. Our offices are closed on the weekend and although we sometimes do check our email, we cannot guarantee it. We therefore request cancellations for Monday by closing of business on Friday.
• Temporary suspension or cancellation of your monthly dog walking service: please cancel with a 2-week notice, or two weeks of dog walking will be due. The monthly due date for confirming your new month's dates does not apply when suspending your account. If you want to cancel as of the start of a new month, you need to give us two week's notice before the start of the new month.
• Holiday periods: for appointments on a Holiday or part of a series of appointments including the Holiday, cancellations are due 7 days in advance, or 50% of the full invoice is due
• Cancellations for boarding and extended pet sitting service (this is, 7 days or more) must be received at least 7 days in advance, or 50% of the full invoice is due

These exceptional charges are implemented as a courtesy to your sitter who is loosing a job and income without sufficient time to replace it with another.

In case of illness or emergency unavailability of your regular/primary sitter/walker, your secondary/back-up sitter or walker will automatically step in. In case both sitters/walkers are unavailable, we will contact you as soon as possible. At that time, service can be cancelled without fee, or upon availability and with timely notice, KSR Pet Care will arrange another sitter/walker to meet the home and pets before doing service. We never send sitters/walkers to a house they are not familiar with. For that reason, we highly encourage to book as early as possible so that an additional consultation and back-up is still an option.

For the convenience of our clients, the walker/sitter will be personally introduced to each pet that requires service, by KSR Pet Care staff- free of charge. If the client chooses to meet with the walker/sitter directly, a consultation fee applies. Before the start of the service KSR Pet Care will contact the client and provide the name and contact information of the back-up sitter/walker.