CompanyPolicies
Cancellation Policy
Our cancellation policies aren't just about logistics-they're about honoring the time, trust, and care that go into every visit When you book with Hall's Happy Tails, you're reserving a dedicated team who plans their day around your pet's needs. Last minute changes can leave gaps we can't fill, especially during holidays when demand is high. These policies help us protect our caregivers' time, maintain consistent service, and ensure every client receives the premium care they deserve.
Any walking/yard time appointments that are cancelled within 12 hours of the scheduled time will be charged the full reservation price. Any drop-in Vacation Visits or Overnight reservations cancelled within 3 days of the scheduled reservation time will be charged for the full reservation price. If it is a holiday reservation, any cancellation within 7 days will be charged the full reservation price. Our sitters have committed their schedules to your reservations. Cancelling last minute means that the sitter is unable to schedule replacement jobs. This policy is to ensure that they are compensated for their time reserved for your requests. As always, please communicate with us as you know that your reservation needs to me modified, rescheduled, or cancelled.
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Holiday Services
During holidays, our team reserves time in advance to support your pets with love and reliability. Because these dates are in high demand, cancellations made within 7 days of the scheduled service will be charged the full reservation fee.
Scheduling
​Scheduling will be done by the client through the Time to Pet Portal, you may submit your requests online or through the Time to Pet app. Please contact Hall's Happy Tails via text or call at 303.808.3838 to schedule by person only if you are having difficulty with Time to Pet. While HHT will do its very best to be at your home at the time you request, HHT works within blocks/windows. These time blocks are Breakfast 7-9am, Morning 9-11am, Mid-day 11am-2pm, Mid Afternoon 2-5pm, Dinner 5-7pm, Night 7-10pm. HHT will use its best judgement to what pet(s) need to be serviced first based on location, type of pet, age, health, personality, and routine. Standard hours are 9am to 5pm. After-hours fees will be added for any drop-in visit appointments between the hours of 7-9am and 5-10pm at a rate of $5 per appointment. Appointments are set on a first come, first serve basis.
Non -Solicitation
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Hall’s Happy Tails is a proud, family‑owned business built on trust, loyalty, and the relationships we’ve nurtured with our amazing team and clients. Our sitters are like family to us, and just as we would never try to take away the people who help your household run smoothly, we ask for the same respect in return.
If the roles were reversed, you can imagine how losing a trusted team member could truly sabotage a small business — it’s not just about the work, it’s about the heart and stability behind it.
For this reason, you agree that you will not, directly or indirectly, solicit, engage, or hire any of our employees, contractors, or representatives for personal or business services outside of Hall’s Happy Tails for a period of twelve (12) months following the date of your first booked service.
If you do engage in direct work with any of our sitters or staff in violation of this agreement, you agree to pay Hall’s Happy Tails $2,500 per occurrence as liquidated damages, acknowledging that this is a fair and reasonable estimate of the loss and disruption caused.
Teamwork
Our team of sitters are trained to work with all of our different pets. Any of our highly trained and reliable sitters and walkers may be assigned to your visits. You and you loved ones will be loved by all. The joy of this is that they get even more friends to play with and more socialization. We go above and beyond to have high standards of communication within the team so that we all are deeply aware and connected to our clients and their pets.
Payments
HHT requires a credit card to be kept on file and up to date to book services. New client accounts are set up for automatic 20% tip to add to invoices-if you ever want to change the amount (or remove it completely) please just let us know, we are more than happy to make these adjustments!
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Visit(s) made or services performed shall be paid at the agreed rate, with Client taking full responsibility for prompt payment of fees. Rates will be addressed at the time of booking and may need to be adjusted for extra services rendered. Payment types accepted by HHT are cash, check, and credit/debit card payments. Clients agrees to pay HHT an additional driving time of $7 for every 10 minutes outside the 20-minute coverage area, unless otherwise specified by HHT. After hours fees are applicable outside of regular hours (5am-9am) at $5 per visit. Payment is due same day upon completion of invoiced services.
Last-Minute Fee: Client agrees to pay a $30 last-minute fee to HHT for any pet sitting reservations that need to be set up within less than 72 hours. There will also be a $5 fee for any walking/play date reservations that are requested less than 12 hours before the requested appointment time.
Leash Policy
Your pup's safety is always our top priority! We'll only let dogs off leash in securely fenced yards. During walks, dogs will remain on-leash unless you have given permission in your client portal to allow off-leash play.
If you've opted in for off leash time in safe, legal areas-like your property, designated dog parks, or open space trails-we're happy to give your dog that extra freedom to run, sniff, and play. Just know that by choosing this option, you acknowledge that Hall's Happy Tails isn't responsible if your dog gets injured, runs off, or causes any damage during that off leash adventure.
Job Sharing Policy
To keep things smooth and safe, we don't split pet care responsibilities with others outside our team. When you book with Hall's Happy Tails, we handle the full scope of care to ensure consistency and clear communication, that said, in some special cases, we may partner with a pre-approved sitter that we know and trust. If that happens, we'll coordinate together to make sure everyone's on the same page and your pets receive seamless, loving care.
Keys/Lockboxes
We ask that all clients provide a method of home entry that remains at the location where your appointments will occur (for most clients, this is their home), For example, many clients use an electronic door code, lockbox, garage door code, or simply plan to be home at the time of the appointment. We also REQUIRE a lockbox (with a physical key in it) to be kept on the property as an emergency backup in the event of electronic failure of codes, If you do not have a lockbox, we can provide you with one for a onetime fee of $35 that is added to your invoice and will be yours to keep.