FAQs

Will I know how my pet is doing when I’m away?

We implemented our unique daily update because we understand that separation anxiety can go both ways! You have your choice of text or email for your daily update from your walker or sitter which always includes a photo of your pet from that day.

How do I pay my bill?

We require a card on file upon booking service and use the card on file payment exclusively.  For your convenience, we proudly accept Visa, Mastercard, Amex, and Discover.  Your card on file will be automatically charged for the amount due.  Dog walking and dog park service are charged ahead; your card will be charged on the first of the month or first day of service (whichever comes first).  Pet sitting service is charged ahead; your card on file will be charged your reservation fee upon booking, and the balance of your bill 72 hours prior to the start of service.

How do I change or update my card on file for payment?

If you need to change your card on file for payment, you can use our secure Client Log In.  Your username is usually the primary email  on your account.  To retrieve your password you can simply click on “Forgot your password?” to have your password sent to you.  Once logged in you can change your payment information including the payment address for your card on file.  You can also call us at 425-956-3500 or email us at info@lepouf.com and we’ll be happy to assist you.

How do I add or remove dates of service?

If you are making changes to an existing service order, you can call us at 425-956-3500, email us at info@lepouf.com, or use our Contact Us form to adjust your dates of service.  If you are scheduling service for a new set of dates, use our Schedule Dog Walking form for walks and dog park days, and our  Request Pet Sitting form for pet sitting.

What is the cancellation policy for dog walking and dog park services?

Dog walking and dog park cancellations with a minimum 24 hours notice will have their next invoice credited for the amount of the timely cancellation.  Service cancellations made less than 24 hours in advance are charged in full.  If you need to make changes to an existing service order, you can call us at 425-956-3500, email us at info@lepouf.com, or use our Contact Us form to adjust your dates of service.  For pet sitting cancellations, please see the next FAQ.

What are the payment and cancellation policies for Pet Sitting Services?

All reservations require a valid credit or debit card on file.  For reservations which do not span a holiday and are booked more than 7 days in advance, a $50 reservation fee will be charged to your card on file upon booking. 100% of the reservation fee is applied to your bill unless service is cancelled at which time the reservation fee is forfeited. Cancellations made less than 7 days in advance will be charged 50% of the original reservation balance or 3 days of service, whichever is less. The balance of your reservation is due 72 hours prior to the start of service.

All private boarding booked less than 7 days in advance or which spans a holiday (see holiday list at right) requires a 50% reservation fee payment upon booking. 100% of the reservation fee is applied to your bill unless service is cancelled at which time the reservation fee is forfeited.

Due to the extreme demand on holidays, a 50% holiday surcharge will apply to service on an actual holiday. (i.e. Thanksgiving day incurs a surcharge, but the day after Thanksgiving does not.)