Sometimes friends or neighbors forget to check in on your pets or it feels like an obligation to them and they might not spend quality time with your pets. At Rock Star, pet services is what we do for a living, we want to work with animals and we enjoy spending time with them. Plus we are insured and bonded if something were to happen to your pets or your home and our schedules are emailed to us each morning.
A consultation is required before we can begin services. The first consultation is complimentary. If you would like an additional consultation or have moved to a new address there is a fee of $20. It is best to schedule a week in advance for dog walking and two weeks in advance for pet sitting. We do not accept dogs that have a history of biting or aggression.
The cost of pet services is different for each individual pet and their needs. It also depends on what service you need, how many pets you have and what kind of pets you have.
What happens at a consultation?
After we get you signed up with our online profile and scheduling system, we'll schedule a consultation with a Rock Star employee. The employee will come directly to your home so you can introduce them to your pet and show them where the pet's things are. You will also go over any special instructions with the employee and the date you'll need service. We require two keys at the consultation. One key is kept on file in our office safe in case your pet sitter is ill or cannot make it to your home. There is a charge of $10 if we need to come back and pickup the keys or drop them off. Please test out both sets of keys to make sure they're working properly. Lock boxes are fine too. We only accept garage codes for dog walking clients.
How do I request dog walking & cat sitting services?
Requesting services is easy and can be done at any time of day because we use a professional, encrypted, online scheduling system. This is where all your information is kept and where your schedule is. If you need to schedule services just click on the grey button at the top far right of our website, Rock Star Client Login, and you can login to your client portal. From there you can put in your schedule request. It is your responsibility to keep your online information current for your dog walker or pet sitter.
Do you offer overnight services or boarding?
No, because of our worker's comp insurance and state laws, we are unable to offer these services. We can refer you to other professional pet care companies that do.
Where do I cancel a dog walking visit?
Just login to your online account and select the dates you want to cancel. You will always receive a confirmation email that we got your request. Cancellations must be submitted no later than 5:00 pm the day before the service is scheduled, otherwise you will be charged for the dog walk.
Do you take last minute dog walking or cat sitting requests?
Yes, we do, but we can't guarantee that your dog walker or pet sitter will be available or will be able to come at the time requested. We will do what we can to fit you in. It's best to book services in advance, though we realize last minute business trips come up or family emergencies. There is a last minute fee of $5 that goes directly to your dog walker or pet sitter.
What is your cancellation policy?
For daily dog walking cancellations, please cancel through your online account or email.
Do not make the request through your dog walker. Please notify Rock Star by 5:00 pm the day before the scheduled dog walk or you will be charged for the visit.
For pet sitting services, please cancel through your online account or email Rock Star 5 days in advance of the scheduled pet sitting. If services aren't canceled within 5 days, only 50% of your service fee will be returned.
We only accept major credit cards and we require you to keep a credit card or debit card on file with us. We use a professional gateway system so your information isn't stored on site and only the last four digits of your credit card number can be seen. Rock Star clients are billed every Monday for the next 7 days of service.
What are your office hours?
Our office hours are 9:00-5:00, Monday-Friday. The office is closed on the weekend. If you call after business hours please leave a message and the call will be returned by the next business day. If it's an emergency we will call you back right away; our phone is always on us. You can also reach us by email at: firstname.lastname@example.org. All messages are monitored within 2 to 4 hours.
What happens during inclement weather or a natural disaster?
We will do whatever we can to make it safely to your home. If there are school closings or federal agencies are closed due to inclement weather, dog walking and pet sitting visits may be canceled or postponed. You will be notified by email if we need to cancel. Please have an emergency backup system in place with a trusted neighbor, in case it is too dangerous for us to drive. We require an inclement weather emergency contact to be listed in your profile who we will call if we cannot make it.
Can I contact my dog walker or cat sitter directly?
If you have a question or want to schedule service, please contact our office or put in your schedule request online. Our liability insurance will not cover visits booked outside of Rock Star. Do not contact your dog walker or pet sitter directly. Our employees have all signed a non-solictiation contract prohibiting them from directly taking requests from clients. If you have a question regarding our pet care services or how the visits are going with your pets, please email or call 612-272-6349 or check for updates in your client portal. All your daily pet sitting and dog walking updates can be viewed through your online account. Thank you for respecting our policy.
Is there an extra charge for holidays and weekends?
A surcharge will be added to walks on weekends (Saturday & Sunday), as well as last minute visits not scheduled by 5:00 PM on the previous business day. This goes directly to your dog walker/pet sitter. The surcharge is waived if you schedule 3 or more pet sitting visits per day. There is no weekend surcharge for cat sitting visits. There will be an additional payment of $15 for the following holidays: New Year's Eve, New Year's Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day. This goes directly to your dog walker or pet sitter for taking time away from their family on a holiday.
What if I return early from my trip? Will I be given a refund?
No refunds are given. We have reserved your pet sitter's time and have turned down other clients to keep your reservation.
Do you do pack dog walking?
No, we prefer to spoil one dog at a time!
No, visits cannot be shared due to our insurance and bonding policy. No other person is allowed in your home. Failure to comply will result in a breach of contract. An exception can be made by signing a release form acknowledging that we will not be held responsible for damaged items or harm to your pet.
Do you hire independent contractors?
No, we only hire employees. Rock Star employees are trained to follow our policies and procedures through our Employee Handbook. They must also pass a test on dog behavior when they are hired. Our employees are covered under our insurance and bonding, and have passed a national background check. They are also covered by worker's comp in case they were to get hurt by your pet or on your property.
Will I have the same dog walker and pet sitter each time?
How do I know if my dog walker or pet sitter was at my home?
All our dog walkers and pet sitters use a GPS check-in and check-out system through their phone app which is connected to your online account. When they arrive at your home they check-in to your account and when they checkout a note will be left for you online. For pet sitting, your pet sitter will email a checklist of what was done during the visit and will leave an online update with photos of your pet.
Can I tip my dog walker or pet sitter?
Absolutely! A cash tip can be placed on your daily journal with a note letting them know it's for them. 100% of your tip goes to your dog walker or pet sitter. You also have the option of selecting gratuity through your client portal Invoices menu.
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