How to Zen....Policies & Procedures
RESERVATIONS
Since we are a small, individualized business, we do cap bookings at a manageable capacity. While we welcome last minute requests from existing clients, we highly encourage planning ahead to ensure availability. We do take personal time off but also try to maintain optimal availability for our clients. We operate on a first come, first served basis and do not overbook so that each client gets top quality care. Please request services via the method that works best for you - email, text or via our contact page.
Minimum visits are 3x daily for dogs and 1x daily for cats when owner is away multiple days. We do not provide services prior to 6am nor after 10pm. Standard drop-in visits are done from 730a-730p. Visits are booked in time windows (Morning 730a-10a, Midday 11a-3p, Evening 4-730p). Requests for earlier or later visits evaluated on case by case basis and incur additional fee.
PAYMENT & FEES
First invoice will be due after services are rendered. Subsequent invoices must be prepaid by first visit (2 weeks prior to travel for major holidays). We accept cash, check and all payment apps: Zelle, Venmo, Paypal or CashApp (@zenforyourzoo).
Holiday bookings incur additional fees - minimum $10 extra/day for the holiday and the days surrounding it. Holiday weekends run from Fri to Mon. Holiday weeks run from Mon - Sun.
Holidays and peak times include: MLK Jr. Weekend, President's Day Weekend, St. Patrick's Day Weekend, Spring Break Weeks, Easter Weekend, Mother's Day Weekend, Memorial Day Weekend, Father's Day Weekend, July 4th Week, Labor Day Weekend, Indigenous Peoples' Weekend, Fall Break Weeks, Veteran's Day Weekend, Thanksgiving Week, Christmas Week & New Year's Week.
Last minute convenience fee for visits scheduled within 48 hours of request OR less than a week notice during peak times (school breaks and holidays). This fee covers the time we invest in adjusting schedules and reworking pre-planned routes. Fee is $25 for weekends/holidays or $10 for all other requests.
CANCELLATIONS
Due to the nature of our business and the fact that cancellations likely cannot be rebooked with another client, we ask for cancellation at least THREE days in advance for short trips (1-4 days) and at least ONE WEEK notice for longer bookings (5+ days). A cancellation fee of up to 25% of the total reservation (max $250/min $25) may be charged. No refunds for early returns or less than 24 hours cancellation. For recurring midday clients, the visit will only be credited with 24 hours notice (noon prior day).
EXCLUSIVE ACCESS:
Please note that we cannot "share" pet care with any family, friends or neighbors while you are away due to potential liability and insurance restrictions. Unless we become unexpectedly unavailable or the pet care is no longer manageable with drop-in visits, we should be the only ones accessing your home and pets while you are away. Also, we cannot care for other pets or people while rendering services in your home.
Other Fine Print:
New clients incur a one-time $25 onboarding fee payable with first set of services.
For safety, security and liability risk, we cannot:
- service homes with pest infestations or conditions that pose a risk to health and safety.
- walk reactive or pulling dogs over 25 lbs.
- service crated nor prong-collared dogs of any size.
- service dog clients without access to a fenced yard.
- carry or lift dogs unless necessitated by emergency.
- service aggressive dogs or dogs with bite history.
- pill animals (gun, syringe, force pill) or administer insulin shots.
Since we are a small, individualized business, we do cap bookings at a manageable capacity. While we welcome last minute requests from existing clients, we highly encourage planning ahead to ensure availability. We do take personal time off but also try to maintain optimal availability for our clients. We operate on a first come, first served basis and do not overbook so that each client gets top quality care. Please request services via the method that works best for you - email, text or via our contact page.
Minimum visits are 3x daily for dogs and 1x daily for cats when owner is away multiple days. We do not provide services prior to 6am nor after 10pm. Standard drop-in visits are done from 730a-730p. Visits are booked in time windows (Morning 730a-10a, Midday 11a-3p, Evening 4-730p). Requests for earlier or later visits evaluated on case by case basis and incur additional fee.
PAYMENT & FEES
First invoice will be due after services are rendered. Subsequent invoices must be prepaid by first visit (2 weeks prior to travel for major holidays). We accept cash, check and all payment apps: Zelle, Venmo, Paypal or CashApp (@zenforyourzoo).
Holiday bookings incur additional fees - minimum $10 extra/day for the holiday and the days surrounding it. Holiday weekends run from Fri to Mon. Holiday weeks run from Mon - Sun.
Holidays and peak times include: MLK Jr. Weekend, President's Day Weekend, St. Patrick's Day Weekend, Spring Break Weeks, Easter Weekend, Mother's Day Weekend, Memorial Day Weekend, Father's Day Weekend, July 4th Week, Labor Day Weekend, Indigenous Peoples' Weekend, Fall Break Weeks, Veteran's Day Weekend, Thanksgiving Week, Christmas Week & New Year's Week.
Last minute convenience fee for visits scheduled within 48 hours of request OR less than a week notice during peak times (school breaks and holidays). This fee covers the time we invest in adjusting schedules and reworking pre-planned routes. Fee is $25 for weekends/holidays or $10 for all other requests.
CANCELLATIONS
Due to the nature of our business and the fact that cancellations likely cannot be rebooked with another client, we ask for cancellation at least THREE days in advance for short trips (1-4 days) and at least ONE WEEK notice for longer bookings (5+ days). A cancellation fee of up to 25% of the total reservation (max $250/min $25) may be charged. No refunds for early returns or less than 24 hours cancellation. For recurring midday clients, the visit will only be credited with 24 hours notice (noon prior day).
EXCLUSIVE ACCESS:
Please note that we cannot "share" pet care with any family, friends or neighbors while you are away due to potential liability and insurance restrictions. Unless we become unexpectedly unavailable or the pet care is no longer manageable with drop-in visits, we should be the only ones accessing your home and pets while you are away. Also, we cannot care for other pets or people while rendering services in your home.
Other Fine Print:
New clients incur a one-time $25 onboarding fee payable with first set of services.
For safety, security and liability risk, we cannot:
- service homes with pest infestations or conditions that pose a risk to health and safety.
- walk reactive or pulling dogs over 25 lbs.
- service crated nor prong-collared dogs of any size.
- service dog clients without access to a fenced yard.
- carry or lift dogs unless necessitated by emergency.
- service aggressive dogs or dogs with bite history.
- pill animals (gun, syringe, force pill) or administer insulin shots.