Frequently Asked Questions
Your questions, answered. Here is some helpful information about our services, policies, and what to expect when you join the Shady Waggers pack.
Are in-home sitting services available for new clients?
To ensure the highest level of trust and familiarity, our in-home pet sitting and slumber pawties are an exclusive benefit for our established, regular clients. This policy allows us to build a strong, consistent bond with your pet, ensuring we know their unique personality and routine to provide the best possible care when you're away.
How do you handle my keys and home security?
Your security is our top priority. We use secure lockboxes for all physical keys, ensuring they never leave your property. All digital codes are stored in our encrypted system and are managed with the utmost professionalism and discretion. Our team is fully trained on all building and security protocols.
Will my pet have the same caregiver for each visit?
We strive for consistency and will always attempt to assign your primary caregiver. However, the benefit of our team-based approach is that you are never left without coverage. All of our professional caregivers are fully trained on your pet's specific needs to ensure seamless, reliable service, every time.
Can I request a specific caregiver?
While you can request a specific caregiver for an additional fee, we encourage clients to trust in our professional, team-based process. This model ensures reliable coverage and the highest standard of care from every vetted member of our pack. If you ever have any concerns, please bring them to us directly so we can make improvements.
Do you do group walks?
No. We provide exclusive, one-on-one care to ensure your pet's safety and to give them our undivided attention. All walks are private to your household. The only exception is for special, pre-arranged "buddy walks" for residents of specific apartment complexes where clients have requested their dogs be walked together.
What is your policy for extreme weather?
Your pet's safety is our priority. During extreme heat or rain, we will always attempt a brief potty break if your dog is willing. The remainder of the visit will then be spent indoors with enriching playtime. We will, of course, towel dry your pup with your designated towels upon our return.
What is your cancellation policy?
You can cancel any service through the app. Cancellations made with less than 24 hours' notice may be subject to a fee. However, we understand life happens, so your first two late cancellations are on us!
Where do you offer your services?
Our services are offered exclusively inside Houston’s 610 Loop, including premier neighborhoods like The Galleria, West University, Rice Village, The Heights, Montrose, Downtown, and EaDo.
Have More Questions?
We're here to help. Schedule a complimentary call to discuss your pet's specific needs or create your account to get started.
