Frequently Asked Questions (FAQ)

The Pooch Pals team is committed to developing a genuine bond with our clients while providing the best possible care for their pets. With over a decade of experience we are proud of the services we offer our customers each and every day.

If you are looking to create a partnership with our company, we invite you to read more about our services. Thank you for considering Pooch Pals for your pet care & training needs.

  • Top Frequently Asked Questions
  • Do you have a minimum requirement for pet visits and dog walking services?

    Our reservation requirement is three (3) walks or visits per week on a recurring basis for not less than four consecutive weeks. This is only applicable to dog walking and pet visiting services between the times of 9AM – 5PM ET. There are no minimums to book our overnight pet sitting, boarding or professional training services.

  • What is your coverage area for pet care services?

    At this time, Pooch Pals dog walking services are available to residents living in Manhattan and some areas of Brooklyn. (Please inquire for additional details). Overnight pet sitting is more widely available, as outlined in our coverage area map.

  • Will I have the same pet care provider for each and every visit?

    Your pet will be assigned a main walker, Pooch Pals will attempt to contact you in advance if a backup walker will be caring for your pet. On average our clients work with about (4) different pet care providers throughout the year.

  • What forms of payment do you accept?

    Pooch Pals accepts American Express, Visa, MasterCard and Discover cards. Invoices are sent via e-mail on the fifteenth and last day of each month. To secure a pet sit or boarding reservation we require a 50% deposit upfront. All dog training services are paid in advance. Pooch Pals collects New York State sales tax of 8.875% on all pet care and dog training purchases.

  • What is your cancellation policy?

    Pet care reservations will be charged in full if not cancelled at least 24 hours in advance.

  • Will you arrive at the same exact time each day?

    Pooch Pals private dog walking, social dog walking and pet visit services are booked in two-hour time frames. Your pet care provider will arrive anytime between that pre-established time frame. Whenever possible, we will make our best effort to visit your pet at the same time each and every day. For an additional fee, Pooch Pals client's have the option to upgrade to a one-hour time frame. Contact us to learn more about our professional service rates and surcharges.

  • Do you offer any discounts for new clients?

    We sure do! Receive a 10% discount when you schedule six (6) or more walks per week. Pooch Pals dog walking services are available on a monthly subscription basis at a minimum of four consecutive weeks at regularly scheduled time intervals.

  • What is your policy on providing service during periods of inclement weather?

    During inclement weather conditions your pet will be walked until he/she eliminations outside, then brought back inside and dried off. The remaining time on the reservation will be used for indoor play and reinforcement training unless requested otherwise. It is our commitment that your dog remains safe and doesn't get too cold or wet, especially for our smaller furry friends.

  • About Pooch Pals
  • What makes Pooch Pals pet care services unique?

    Pooch Pals provides specifically tailored training walks to work with your puppy or adult dog on basic obedience, socialization, desensitization and housebreaking training. Our dog walking services can be tailored to the unique personality of your pet choosing between private or social dog walking services.

  • Is Pooch Pals bonded and insured?

    Yes, Pooch Pals LLC and its staff are covered under a $1 million dollar general liability insurance plan. This is in addition to a $25,000 bond. Both our insurance and bonding are up to date and renewed annually.

  • Tell me a little bit about your Satisfaction Guaranteed policy?

    If you are unsatisfied with our dog walking, pet visiting, pet sitting or boarding services for any reason we offer our clients a refund. Pooch Pals satisfaction guarantee and refund policies are limited to the specific reservation date that produced an unsatisfactory experience. With a sixteen heritage, we have built our company on a foundation of integrity and trust.

  • Why are your services more expensive than some of your competitors?

    We are committed to providing our customers the best possible experience. To this end, we are generous with our staff compensation to attract and retain the possible personnel. Pooch Pals invests not only time but money towards supporting new candidates during their initial training process, before they are even hired. We intentionally raise the barrier of entry and are very selective about who we invite to join our team. Our clients are willing to pay a little bit extra to work with our team of extraordinary men and women who are committed to providing exceptional care and attention to both our two and four legged clients.

  • Who are your clients?

    Pooch Pals clients are comprised of working professionals who live in Manhattan. Most work in finance, law, real estate, technology, advertising, fashion, or are self-employed as consultants or business owners. A majority of our clients also travel frequently throughout the year for work and pleasure.

  • How long have you been in business?

    Pooch Pals has been in business since 1999. During this time we have worked tirelessly to build our brand and provide the best possible experience for our customers and their pets. Throughout our company’s history, we have built relationships with more than 10,000 families and individuals who care about their pets as much as we care about ours.

  • What are Pooch Pals office hours?

    Our office is open Monday through Friday from 9am to 5pm. You can also contact us at any time via email at info@poochpalspetcare.com.

  • Who are the people that Pooch Pals employs?

    The Pooch Pals team is comprised of a group of carefully screened individuals who have a sincere love and compassion for animals, and have the comfort and interpersonal skills to provide exceptional customer service. We do the legwork in advance to ensure our clients experience peace of mind knowing their home and their pet are safe and well cared for. Each and every individual who is invited to join our team truly embody our company ethos.

  • What is the average tenure of a Pooch Pals employee?

    Our pet care staff are hired with the understanding that a pet care role may provide a supplemental income on a seasonal basis. Some of our staff continue to provide pet care services for several years consecutively however the average tenure for a pet care provider is about 4-6 months.

  • Getting Started
  • Why is it necessary to set up a meet-and-greet before you begin caring for my pet?

    The Pooch Pals team strives to create a fabulous relationship with each and every one of our clients. Before starting services, and having access to your home and pet, we want everyone involved to get acquainted to ensure we create a relationship built on trust and understanding. Communication is a huge part of creating successful partnerships with our clients. An in-person meeting is the best way to really get a feel for the relationship and it also provides us and our clients the opportunity to speak openly about any questions or concerns in advance, before starting services.

  • How do I make house keys available to my pet care provider?

    Pooch Pals can either pick up a temporary key from your doorman for each visit/walk. Clients who do not have a doorman, we require two sets of your keys which we can obtain from you at the meet-n-greet or on the first day services are provided. In the event that a Pooch Pals pet care provider cannot access your home to fulfill a reservation, you will be charged in full for the visit.

  • Do I need to sign a contract in order to work with Pooch Pals?

    Yes, our enrollment application clearly outlines our reservation policies and procedures. All clients are required to sign our enrollment application in order to engage our services.

  • Policies
  • Will my dog receive individualized attention during walks?

    Yes, we never pack walk. At most, we'll pair together two dogs for a group outing, but only at the request of owners who want their dog to have some social time with a neighborhood pooch pal.

  • How will I know how my pets are doing when I’m away from home?

    Pooch Pals staff will keep you in communication whenever you are away from home. This includes text or email updates after each and every walk or visit. Our professional pet care team knows exactly what it’s like to be away from our beloved furry kids. We understand that our updates renew the powerful connection our clients have with their animals.

  • How do I know my keys will be safe?

    Pooch Pals secures all client keys in a lockbox. For an added level of security, it’s our policy to never label keys with our clients name or address.

  • What if my property damaged or my pet is hurt?

    Pooch Pals is liable only for damage from negligence or willful misconduct. Due to the unpredictability of animals, we cannot accept responsibility for uncontrollable mishaps (such as bites or furniture damage). With over a decade of experience in the field, our pet care staff is trained to minimize these types of risks and avoid incident.

  • What if my pet care provider has an emergency and can’t care for my pet?

    Pooch Pals will immediately get in touch with you to update you of any such changes and advise who your back-up pet care provider will be. If a backup pet care provider is assigned to care for your pet he/she will receive a briefing via email in advance containing all the specific care notes and requests in order to provide a seamless experience for you and your pet.

  • Are there any surcharges I should be aware of?

     Additional Pet Surcharge $5.00
     Weekend Surcharge $5.00
     After-hours Surcharge (before 9AM or after 5PM) $5.00
     Upgrade Time Frame (to 1-hour) $10.00
     Holiday Surcharge $20.00

  • Do you take dogs in your care to dog runs or allow them to be off 
leash?

    Pooch Pals prohibits our staff from taking your dog to the dog park or allowing your dog to participate in any off leash play (on our watch). Simply put, these unpredictable environments pose a risk that we simply do not feel comfortable with. Keeping your pet safe is our top priority!

Thank you again for considering Pooch Pals for your pet care and dog training needs. We hope you found our frequently asked questions page to be helpful.

Please feel free to contact us if you have any further questions or concerns at (646) 322-8844.