FAQ and Policies
Frequently Asked Questions
We are open 7 days a week, 365 days of a year. Monday-Friday 7 AM to 8 PM and Saturday-Sunday 7 AM to 6 PM.
You can also contact us at any time via e-mail.
We accept all major credit cards, including Google and Apple Pay. Payment is due day of service. Past due balances will incur a late charge of $25 and will continue to be accrued monthly until the balance is paid in full.
REFUND, CANCELLATION, AND MONTHLY SUBSCRIPTIONS:
We have a 24-hour cancellation policy. If the client fails to cancel in time, we will charge the full fee for that service. However, we do make exceptions for clients who have monthly packages that are pre-paid.
We would also like to highlight that we aim to always honor our schedule to guarantee the best service we can. We ask our clients to have the same respect and commitment as we do, thusly ensuring punctuality and efficiency for all of our clients.
If you wish to cancel an appointment, please contact Jacob Hollier by e-mail or call 504.583.2699
To schedule service, log in to our client portal, or submit your request via mobile app. Get it on Google Play or download it on the App Store. All requests must be submitted by Wednesday for the following week, this will guarantee your time slot selected. You will receive an e-mail confirmation. This e-mail confirmation will include your schedule for review, as well as your electronic invoice, indicating the total amount due for services. Your reservations are not considered confirmed and on our calendar until you receive this e-mail. All communications regarding scheduling, instructions, cancellations, etc should be directed to Jacob Hollier, and not to our team members.
- We require all cats in our care to be visited at least once every 24 hours and all dogs in our care to be visited a minimum of twice per day at 12-hour intervals. Three visits per day are the recommended schedule for dogs who may need to relieve themselves more often.
- Thanksgiving and Christmas reservations require a minimum 50% deposit of the total visit schedule before reservations are considered confirmed and on our calendar.
- 5-days notice for reservation cancellations for holidays is required to receive a full refund.
- Cancellations within the 5-day period prior to the holiday reservation will forfeit their deposit.
- Deposits cannot be used as credit toward other services.
Due to the complexity of our clients’ varying schedules and the unique challenges of maneuvering through New Orleans in all types of climates, we ask for a one-hour window around the time of your scheduled walk.
For instance, if your pet is scheduled for a 3 pm walk, you can expect your walker to arrive sometime between 2:30 pm and 3:30 pm. This window helps us manage varying schedules, weather, toweling dogs off after rainy or snowy days, varying travel times between clients with pets in the same walking group, etc. We appreciate your understanding!
ENTRANCE AND HOME ACCESS:
The client must inform Crate Escape New Orleans if anyone else will have access to your home during our service period, i.e., house cleaners, friends/family, etc. Please inform them that we will be there as well.
Please be aware that shared entry will waive our liability insurance and bonding for your home and pets. Crate Escape New Orleans shall not be held liable for any damages or loss incurred to your home or pets during the entirety of any pet sitting schedule, where someone other than Crate Escape New Orleans has access to your home.
The liability waiver does not apply to the client’s emergency contact(s), as named in the client’s profile as having a key to the client’s home, with the understanding that said contact(s) will not be entering the client’s home during the entire term of Crate Escape New Orleans visit schedule unless called to the client’s home.
Please make sure we have written permission to access your apartment if you live in a doorman entry complex. Non-doorman residents are required to hand in a set of keys for the building and apartment entrance.
To maintain the integrity and quality of care we provide for all our clients, Crate Escape New Orleans does not job share pet sitting and/or dog walking services. The client acknowledges that when they hire Crate Escape New Orleans to care for their pets that only Crate Escape New Orleans will be caring for their pets during scheduled service dates and that any friends, neighbors, relatives, etc., will not be sharing pet care responsibilities with Crate Escape New Orleans. Scheduled service dates are considered the entirety of the visit schedule from the first visit on the first day until the last visit on the last day.
SUSPENSION AND TERMINATION:
We reserve the right to suspend or terminate your access to Crate Escape New Orleans services if necessary in our discretion to protect Crate Escape New Orleans, its users, pets, or the public. You may suspend or terminate your use of the Crate Escape New Orleans at any time and for any reason. If you wish to deactivate your account, please contact Crate Escape New Orleans. Note that if you have any outstanding payment obligations, those will survive suspension or termination of your account. All accounts with 30 days of no activity will automatically be deactivated.
DOG’S BEHAVIOR AND HEALTH CARE:
Crate Escape New Orleans requires that all dogs remain current with the following vaccinations: rabies, distemper, parvo, and Bordetella. We will not be held responsible for any illness or ailment, that a pet may incur while in the presence of other pets at the facility or in Crate Escape New Orleans care for any reason.
We expect our clients to take every precautionary measure to ensure the well-being of their pets and other pets belonging to the Crate Escape New Orleans family.
The client attests to the fact that all licenses and vaccinations required by the state of Louisiana, as well as the city and/or county in which they reside, are current according to law. Clients may choose to have their pet(s) medical records and/or current vaccination certificates added to their client portal profile by e-mailing these documents to us.
In the event of any medical emergency, we will immediately contact the pet owner. We commit to doing everything in our reach to ensure the pet’s well-being. If we fail to make contact with the pet’s owner, our clients grant us the right to make any medical decision on his behalf for the care of their pet. Please note that the clients are held responsible for any veterinarian bills that may result.
ACKNOWLEDGEMENT AND WAIVER:
By using our services you consent that you have read and agreed to our policies page, acknowledging that Crate Escape New Orleans has limitations regarding incidents that may occur. Although we take every precaution possible to ensure that all of the pets in our care are healthy and safe, the client must recognize the incidents that may take place and that we are not held responsible for them. Please feel free to contact us for further information.
Updated January 1, 2022