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Our policies help keep Dogs on Board safe, reliable and consistent for both our dogs and their humans.

Because we work with live animals, changing weather, traffic and group dynamics, every day can look a little different. We always make decisions with the safety and well-being of the dogs in our care first.

 

Booking & Scheduling

Pack walk spaces are limited and regular weekly attendance is required to maintain your spot.

Additional bookings are always welcome when space allows. If we're unable to confirm a booking right away, we may start a waitlist and accommodate requests in the order they were received.

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Schedules, pack assignments, walkers and service times may occasionally change based on availability, staffing, weather, location and the needs of the dogs.

 

Multiple Dogs from the Same Household

Each dog is charged the applicable pack walk rate, including dogs from the same household.

 

Our pack walk pricing is based on each dog's individual spot in the pack rather than the number of household pick-ups. Each dog takes one of our limited pack spaces and requires their own supervision, handling and care throughout the adventure.

 

While sharing a home may make pick-up and drop-off a little easier, each dog still counts as an individual member of the pack.

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Cancellations & Schedule Changes

Cancellations must be submitted by 6:00 p.m. the day before your scheduled service. Cancellations after this time are charged in full.

 

All cancellations and schedule changes must be submitted by the client using the request/cancellation feature in the Time To Pet app.

Requests sent through Time To Pet Messenger will be redirected back to the app for the client to complete.

 

Having clients submit their own cancellation and schedule-change requests helps ensure the correct dog, service and date are selected and reduces the possibility of scheduling errors or miscommunication.

 

Our schedules and pack routes are finalized around the dogs booked for the following day. We aim to send out packs of at least four dogs whenever possible, so late cancellations can mean last-minute changes to pack placement, routes and staffing after our office hours have ended.

 

The cancellation fee also protects the space that was reserved specifically for your dog and may no longer be possible to fill on short notice.

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Vaccinations

Dogs participating in Dogs on Board services are required to have up-to-date vaccinations and vaccination records on file.

 

At the beginning of each month, Dogs on Board sends vaccination reminders through Time To Pet for dogs whose vaccinations are coming due or are already due. These reminders are provided to give owners enough time to schedule any necessary veterinary appointments and submit updated records.

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It is the owner's responsibility to ensure vaccinations are completed before they expire and that updated records are provided to Dogs on Board.

 

If a dog's vaccinations become overdue and we have not received updated records within a reasonable amount of time, pack walks and other applicable services may be cancelled or temporarily paused until updated vaccination records are received.

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If a service needs to be cancelled because vaccination requirements have not been met, our regular cancellation policy will apply. Services removed before the 6:00 p.m. cancellation deadline will not be charged. If we are unable to safely provide the service and the cancellation occurs after the deadline, the scheduled service will be charged in full.

 

Any services cancelled by Dogs on Board due to overdue vaccination requirements will be handled according to the applicable cancellation and scheduling policies.

 

If your veterinarian has recommended that your dog not receive or delay a particular vaccination for medical reasons, please let us know before the vaccination becomes due so we can discuss your dog's individual circumstances and how to move forward.

 

Keeping vaccination records current helps us protect your dog, the other dogs in our care and our walkers.

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Illness & Unexpected Situations

We understand that dogs can wake up sick or unexpectedly need veterinary care, and we always appreciate owners keeping their dogs home when they aren't feeling well.

 

Our business is built on mutual trust with our owners. You trust us to care for your dogs, communicate honestly and make decisions with their best interests in mind. In return, we trust our owners to communicate honestly with us when unexpected situations come up.

 

Because of this, Dogs on Board may choose to waive a cancellation fee in the case of sudden illness or an unexpected situation.

Exceptions are made at our discretion and are not guaranteed.

 

We never want an owner to feel they need to send a genuinely sick dog on a pack walk simply to avoid a cancellation fee. However, we do ask that you contact us as early as possible if your dog wakes up unwell.

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Once Pack Routes Have Started

Our pack routes typically begin around 8:30 a.m. Once our routes have begun and your walker is already on the road, late cancellations will be charged in full, including cancellations due to illness.

 

At this point, your dog's spot has been reserved, the day's packs and route have already been planned, and your walker has begun their scheduled workday.

 

If your walker is already on their way to your home when we receive the cancellation, the full service fee will apply.

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If We Arrive and Your Dog Appears Unwell

Once your walker has arrived at your home for a scheduled service, the full service fee will apply if the service cannot be completed.

 

This includes situations where your dog appears sick or injured, refuses to leave the home or go with their walker, cannot be safely handled, an owner who is home chooses not to send their dog, or we are unable to access your dog.

 

Your dog's space has been reserved, the day's packs and routes have already been finalized, and your walker has travelled to your home and dedicated that time to the scheduled service. At this point, we are no longer able to fill your dog's reserved space.

 

Your dog's health and safety will always come before completing a service. If your walker believes your dog is unwell, injured, behaving unusually or cannot safely attend their scheduled pack walk, Dogs on Board may make the decision to leave them home. The full service fee will still apply.

 

If no one is home and we determine your dog should not attend, we will provide a potty break when possible, make sure your dog is safely settled, and contact you to let you know what we observed.

 

If your dog refuses to leave the home, your walker will make a reasonable and safe attempt to complete the pickup. We will never chase, corner, drag or physically force a dog to attend a service.

 

If an owner is home, we may ask for assistance with the handoff when appropriate. If the dog ultimately does not attend, the full scheduled service fee will apply.

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Exceptions may occasionally be made at the discretion of Dogs on Board.

 

​​​Cancellations & Weekly Rates

Our pack walk pricing is based on how many walks your dog attends each week.

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If a walk is cancelled before the 6:00 p.m. cancellation deadline, you will not be charged for the cancelled walk. Your weekly rate will then be adjusted to reflect the number of walks your dog is attending that week.

 

For example, if your dog is booked for 3 walks at $30 per walk and one is cancelled before the deadline, you will not be charged for that walk. The remaining 2 walks will be charged at the applicable 2-walk weekly rate of $32 per walk.

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If a walk is cancelled after the cancellation deadline and is charged in full, your original weekly rate will still be honored. The cancelled walk will continue to count toward your weekly frequency because the space was reserved and paid for.

 

For example, if your dog is booked for 3 walks at $30 per walk and one is cancelled after the deadline, all three scheduled walks will remain at the $30 per-walk rate.

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You will not be charged a full cancellation fee and also have your remaining walks moved to a higher weekly rate because of the same cancellation.

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We understand that unexpected situations happen. Exceptions to our cancellation policy may occasionally be made at the discretion of Dogs on Board.

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Pick-Up, Drop-Off & Time Away

Pack walks include door-to-door transportation within our service area.

 

Pick-up and drop-off times are approximate windows rather than exact times.

 

Traffic, weather, park location, routes and the dogs on our schedule can all affect our timing throughout the day.

 

From pick-up to drop-off, dogs are typically with us for approximately 1.5 to 3 hours, including transportation and their adventure.

 

Occasionally, this may be closer to 4 hours if we choose a farther park, encounter an unexpected occurrence or our routes take longer than anticipated.

 

If we notice that timing is running unusually long for your specific dog, we'll reach out and let you know.

 

If something ever seems off and you haven't heard from us, please don't hesitate to send us a message through Time To Pet. We may not be able to respond while driving, but we'll get back to you once we're safely parked.

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Home Access

Clients are responsible for making sure Dogs on Board can safely access their dog at the time of service.

 

Please ensure keys, lockboxes, entry codes, building access and any other required access information are available and kept up to date.

 

If we're unable to access your home due to an incorrect code, unavailable key, locked entry or another access issue outside of our control, we will attempt to contact you.

 

If access cannot be resolved in time to keep the day's schedule moving, the service may be unable to be completed and will still be charged in full.

 

Dog Readiness & Equipment

Please make sure any equipment your dog requires for their service is available and in safe, usable condition.

 

This may include collars, harnesses, leashes, coats, boots or other equipment specific to your dog.

 

If equipment is missing, damaged or we believe it cannot be used safely, we may need to modify your dog's service.

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Towels & Wet Dogs

On wet, muddy or snowy days, please leave a towel somewhere easily accessible for your walker.

 

If a towel has not been left out, we will do our best to find something appropriate in the home that can be used to towel your dog off before leaving.

 

If we're unable to locate a towel or something suitable to use, your dog will need to be brought back into the home wet or muddy.

 

If you would prefer your dog to be left in a specific area of the home when they are wet or muddy, please add those instructions to your Time To Pet account so your walker knows where they should go.

 

While we'll always do our best to clean your dog up before heading inside, pack walks can get messy and we cannot guarantee your dog will come home completely clean or dry.

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Weather & Service Changes

Walks may be shortened, moved, adjusted or cancelled when weather or road conditions create a safety concern.

 

This can include extreme cold, heat, smoke, poor air quality, winter storms, heavy snowfall, icy conditions or unsafe roads.

 

Calgary weather can change quickly and unexpectedly, so weather-related changes or cancellations may sometimes be made with very little notice.

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We may need to assess current road conditions, visibility, temperature and weather the morning of service before making a final decision.

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During extreme weather, dogs may be moved between packs, switched to a different time of day or taken to a closer location to reduce unnecessary driving and vehicle time.

 

In some cases, we may begin our scheduled route and later shorten, modify or cancel remaining services if conditions deteriorate throughout the day.

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When Dogs on Board cancels a service due to weather or unsafe conditions, clients will not be charged for the cancelled service.

We understand that last-minute changes can be inconvenient, and we apologize when they happen.

 

When a pack walk is cancelled due to weather, a drop-in visit will always be offered as an alternative. If you would like a drop-in, please respond as soon as possible so we can work it into our adjusted route.

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If we don't hear back from you in time and our route has already been finalized or completed in your area, we may no longer be able to accommodate the visit and you will need to arrange an alternative option for your dog.

 

Our priority is always getting the dogs and our walkers home safely, even if that means changing the plan at the last minute.

 

Pack Placement & Walkers

Dogs are placed into packs based on personality, play style, energy level, behaviour, location and overall group dynamics.

Pack placement isn't permanent. As dogs grow and change, their ideal group may change too.

 

Dogs may occasionally walk with a different pack or walker when we believe it's a better fit or necessary to keep services running safely.

 

Behaviour & Continued Pack Suitability

A dog's suitability for pack walks is continually assessed throughout their time with Dogs on Board.

 

Dogs change. Behaviour, health, confidence, recall and group dynamics can all change over time, and something that worked well previously may eventually need to be adjusted.

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If concerns arise, we may change a dog's pack, use a leash or long line, modify their service or discuss additional management options with their owner.

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Whenever possible, we will communicate ongoing concerns and work with owners before making larger changes.

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If we believe a dog can no longer safely or comfortably participate in pack walks, Dogs on Board may discontinue pack walk services.

 

Off-Leash Safety

Off-leash privileges are based on each individual dog's behavior and reliability.

 

Dogs may be placed on leash or a long line at any time due to recall, behavior, prey drive, the environment or other safety concerns.

 

Being on leash doesn't mean a dog has failed. Sometimes it's simply the safest choice for that dog on that particular day.

 

Emergency Veterinary Care

If a dog becomes seriously ill or injured while in our care, Dogs on Board will make every reasonable effort to contact the owner and/or emergency contact as soon as possible.

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If we believe your dog requires urgent veterinary attention and we are unable to reach you, Dogs on Board may seek veterinary care on your behalf when we believe it is necessary for your dog's health or safety.

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Whenever possible, we will use the veterinary clinic listed in your Time To Pet account. In an emergency, we may use the closest or most appropriate veterinary clinic available.

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Any veterinary or emergency-care costs incurred remain the responsibility of the owner.

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Please ensure your veterinary information and emergency contacts are always kept up to date in Time To Pet.

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Incidents & Injuries

Dogs are animals, and even with careful supervision, minor injuries, disagreements or unexpected incidents can occasionally happen during walks, play, transportation or other services.

 

If we notice an injury, illness, unusual behaviour or an incident involving your dog, we will assess the situation and provide appropriate care or first-aid when needed.

 

We will communicate significant concerns or incidents with you and will always contact you promptly when we believe something requires immediate attention.

 

Minor things such as a small scrape or something we notice while checking your dog over may be communicated through Time To Pet Messenger, depending on the situation.

 

If we're ever concerned that veterinary attention may be necessary, we will let you know. Emergency situations will be handled according to our Emergency Veterinary Care policy.

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Food Allergies & Dietary Restrictions

Please ensure Dogs on Board is aware of any known food allergies, sensitivities or dietary restrictions your dog has.

 

Treats may be used during pack walks for recall, reinforcement, loading, training and general handling, so it is important that any restrictions are clearly listed in your dog's Time To Pet profile.

 

If your dog's dietary needs change, please update their information or let us know before their next scheduled service.

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Health, Illness & Medication

Please let us know about any illness, injury, medication or change in your dog's health that could affect their service.

 

Dogs showing signs of contagious illness will be unable to participate in services, and walks may be modified or cancelled if we believe your dog's health makes the scheduled activity inappropriate.

 

Medication can be administered when arrangements and clear instructions are provided.

Medication administration is subject to the applicable additional fee.

 

Client & Dog Information

Clients are responsible for keeping the information in their Time To Pet account accurate and up to date.

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This includes contact information, emergency contacts, veterinary information, home access instructions and any important changes regarding your dog's health, behavior, medications or care.

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Please update your account or let us know when something changes so we have the information needed to care for your dog safely.

 

Additional Fees

Some services may have additional charges depending on the care your dog requires.

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These can include medication administration, baths, special meal preparation, fuel surcharges, out-of-route visits, holiday services, additional pets and other service-specific care.

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Current rates and additional fees can be found on our Services page and in your applicable service agreement.

 

In-Home Sitting

In-home sitting allows your dog to remain in their own home while receiving care throughout the day and overnight.

 

In-home sitting is not continuous 24-hour supervision and may not be suitable for dogs who require constant care or cannot safely be left alone for periods of time.

 

Standard departure-day coverage ends at 1:00 p.m. If a sitter is expected to remain on duty or provide care after 1:00 p.m. on the final day, a $30 extended-care fee will be added.

 

In-home sitting includes care for one dog. Each additional dog is $20 per night.

 

Additional fees may apply for medication administration, special meal preparation or additional meet & greets.

Please visit our Services page for current sitting rates, inclusions and additional fees.

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In-Home Sitting Cancellations

Because in-home sitting requires us to reserve multiple days and/or nights specifically for your household, it follows a separate cancellation policy from our regular pack walks and drop-in services.

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Cancellations made 7 or more days before the scheduled start date will not be charged.

 

Cancellations made 3–6 days before the scheduled start date will be charged 50% of the total scheduled booking.

 

Cancellations made less than 72 hours before the scheduled start date will be charged 100% of the total scheduled booking.

 

Once an in-home sitting booking has begun, unused nights or services due to an owner's early return or change of plans are non-refundable and will remain charged as originally booked.

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Holiday Sitting Cancellations

Holiday sitting dates are extremely limited and often reserved well in advance. Because these dates can be difficult to refill on short notice, holiday in-home sitting bookings require at least 14 days' notice to cancel without charge.

 

Cancellations made 7–13 days before a holiday sitting booking will be charged 50% of the total scheduled booking.

Cancellations made less than 7 days before the scheduled start date will be charged 100% of the total scheduled booking.

 

We understand that emergencies and unexpected situations happen. Exceptions may occasionally be made at the discretion of Dogs on Board.

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Drop-In Visits

Drop-in visits are available exclusively to existing pack walk clients and can be used for pee breaks, feeding, medication or a little extra care at home.

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Availability is limited and requests are accommodated whenever our schedule allows.

 

Regular drop-in visits are $26 when they can be accommodated within our regular hours and scheduled daily routes.

 

If a separate trip is required outside of our regular hours or scheduled daily routes, the drop-in rate is $50 total.

If we need information or confirmation from you to safely complete a visit, please respond as soon as possible.

If we're unable to reach you in time, the visit may need to be cancelled.

 

Holidays & Closures

Dogs on Board may close or operate on a reduced schedule during statutory holidays and other planned holiday periods.

 

Our regular pack walking schedule relies on consistent attendance and full daily routes. During holidays, many clients are home, travelling or don't require their usual walks, which can significantly reduce attendance and make it difficult to run our regular packs and routes.

 

Planned closures also allow our walkers to have predictable time away from their regular schedules throughout the year.

 

We will always do our best to provide advance notice of planned closures or schedule changes so clients have time to make alternative arrangements when needed.

Holiday Service Fees

Holiday services are subject to availability and may operate on a reduced or modified schedule.

For pack walks and drop-in visits:

Statutory Holidays: +$15 per service

Premium Holidays: +$25 per service

Premium holidays include Christmas Day, Boxing Day, New Year's Eve and New Year's Day.

 

In-Home Sitting Holiday Rates

In-home sitting has separate holiday pricing and is not charged the pack walk/drop-in holiday surcharge.

In-home sitting is $100 per night on:

Christmas Eve
Christmas Day
Boxing Day
New Year's Eve
New Year's Day

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Holiday services are limited and availability is not guaranteed.

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Communication

Time To Pet Messenger is our primary method of communication for existing clients.

 

This keeps scheduling information, care instructions and conversations together and accessible to Dogs on Board and your walker when needed.

 

Personal phone numbers belonging to Dogs on Board walkers are not to be used for texting or regular client communication.

Please keep all non-urgent communication within Time To Pet so important information isn't missed and remains in one place.

 

If we need to reach you directly regarding your dog, particularly for something urgent or time-sensitive, we may call the phone number listed on your account.

 

Please ensure your contact information in Time To Pet is kept up to date.

 

New clients can contact us at dogsonboard.packwalks@gmail.com.

Waiting for an email reply? Please check your spam/junk folder, as our emails occasionally end up there.

 

Safety Comes First

Safety will always take priority over completing a service exactly as originally scheduled.

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Dogs on Board may change a location, shorten a walk, use a leash or long line, separate dogs, adjust a pack or cancel a service when we believe it's necessary for the safety of the dogs or our walkers.

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Dogs are individuals, and behaviour can change depending on the environment, group and circumstances. Our job is to pay attention and make adjustments when needed.

 

A Quick Note

These policies provide a general overview of how Dogs on Board operates. Specific services may have additional requirements, fees or terms. Current clients should always refer to their signed service agreement for the complete terms and conditions applicable to their services.