Cancellations
Late cancellations made after 6 pm the day prior will be charged the full rate of the visit.

Adding Additional Visits
We require 48 hours advanced notice for scheduling. We will do our best to find a walker/sitter or will notify you know as soon as possible if we are not able to accommodate your request.


Inclement/Severe Weather
If the Federal Government and/or DC Public Schools close, all visits will be cancelled. However, previously scheduled vacation pet care visits will be conducted.

When DC activates a Heat Emergency, we will shorten all 30 minute midday walks to 15 minute Mutt Breaks and adjust all rates, and we will use our discretion for AM or PM services. We will notify clients of any changes that day through the scheduling system

In severe weather, walkers will use their best judgment according to the circumstances which may include shortened outside time.

Holiday
There is a $10 surcharge per Metro Mutts observed holiday. Certain holidays include the surcharge for the adjoining weekend.

For all holidays observed, regular midday service will not be scheduled. Please contact us directly to receive service on these days.


Observed Holidays (adjoining weekend may be included):

MLK Jr Day Weekend
President's Day Weekend
Memorial Day Weekend
Juneteenth (adjoining weekend)
Independence Day (adjoining weekend)
Labor Day Weekend
Thanksgiving Day Weekend (Thursday-Sunday)
Christmas Eve (adjoining weekend)
Christmas Day (adjoining weekend)
New Years Eve (adjoining weekend)
New Years Day (adjoining weekend)

Substitutions for Regular Recurring Visits
As needed, a substitute Metro Mutts team member will provide coverage if your primary walker is unavailable. The sub will do his/her best to adhere to preferred time frames, but may arrive a little earlier or later than usual due to also covering his/her own schedule.

Billing and Refund Policies
All billing is conducted bi-monthly on the 1st and the 15th of the month for services already completed. The credit card on file will be charged automatically on billing dates. To make changes to your credit card information please login to your account.

Any pre-paid services are eligible for a refund, as long as cancellation deadlines are met.

Services that have already been performed are ineligible for refunds, except for the following circumstances: Refunds will be handled for services already completed if we charged your credit card an incorrect amount, or if a dog walker or pet sitter did not perform a scheduled service for reasons that are directly attributable to Metro Mutts. If you believe that you have been charged an incorrect amount by us for any reason, please notify us at petservices@metromuttsdc.com.