Customer Service Policy

Every booking is handled with care, respect, and professionalism. We commit to:

• Arriving on time and prepared for the agreed service.
• Background-checked, insured caregivers for every visit.
• Following your household rules, routines, and instructions exactly.
• Photos and message updates so you always know how a visit is going.
• Leaving your home and pets as we found them — or better.

To deliver great care, we need a few things from you:

• Honest, complete information about pets, children, access, allergies, medications, and behavior.
• Safe, accessible entry and any keys, codes, or alarm details arranged in advance.
• On-time pickup for boarding, daycare, and pet-taxi services.
• Prompt communication if plans change.

A booking request is not a confirmed service. You'll receive a confirmation email and calendar invite once we've reviewed and approved it. Until then, the service is not scheduled. See our Booking Policy for full scheduling detail.

A free meet & greet is required before the first dog-care booking and offered for overnight and daycare stays. It lets us meet your pet, review routine and care, and confirm temperament and vaccinations. A booking may be declined if a required meet & greet hasn't been completed.

Listed rates are a guide; final pricing is confirmed with you before payment and reflects the number of pets, visit length, add-ons, travel, and special requests. Payment is due before the booking starts. Cash, card, and common peer-to-peer apps are accepted, and a receipt is provided on request.

Same-day requests can be cancelled for free. Scheduled services need at least 24 hours' notice; long stays (3+ nights) need at least 48 hours. Inside those windows a fee may apply. Full details are in our Booking Policy.

We want every visit to feel right. If something about a service wasn't up to standard, tell us within 48 hours and we'll do our best to make it right — whether that's re-doing the affected part of the service, adjusting the charge, or offering a credit toward a future booking. Fairness and good faith guide every resolution.

If you're unhappy with a service, reach out by email at samsdoglove@gmail.com or by phone at (910) 985-0105. We aim to acknowledge every concern within one business day and to resolve it within five business days. If we can't reach an agreement, the dispute-resolution and arbitration terms in our Liability Waiver apply.

Standard hours are 9am–6pm daily. We typically reply to messages within the business day; overnight and early-morning care is by arrangement. Transactional emails (confirmations, reminders) continue until your service is complete; marketing messages can be opted out anytime.

We collect only what's needed to provide safe care and handle it confidentially. See our Privacy Policy for details.

We may update this policy anytime; the posted version with its "last updated" date is in effect. Continuing to book after a change counts as acceptance.