Scheduling, Billing & Policies

What's the best way to schedule?

Our app or online portal is easiest. You can also call the main office at (206) 448-5854 or email memberexperience@yourpetcareclub.com to book, reschedule, or cancel.

What time of day will my dog's walk happen?

Membership walks happen within a weekday time window rather than at an exact time. The window lets the Care Team give each dog the walk they need that day without rushing to the next one.

What if I'm out of town, my dog is sick, or I need to cancel a walk?

Let us know as early as you can. Your monthly rate stays the same, but advance notice helps us plan. If your dog is unwell, their health comes first.

What if you're unable to provide a scheduled walk?

We plan schedules with this in mind, so it rarely happens. If we can't provide your scheduled Behavior & Enrichment Walk, we'll let you know in advance and send an alternative enrichment visit at the usual time, at no extra charge.

If you'd rather skip that day, just tell us, and our regular cancellation terms apply.

How does membership billing work?

Memberships are billed at a flat monthly rate on the first of each month. Instead of buying walks one at a time, you're reserving recurring weekly time for your dog with their dedicated Care Team.

Your rate stays the same when the number of weekdays changes from month to month or a holiday falls on one of your scheduled days. That keeps your billing predictable and lets us keep schedules dependable, Care Teams consistent, and roles stable for the people caring for your dog.

Why aren't missed visits credited or refunded?

Your membership reserves recurring space in our schedule and supports the Care Team behind your dog's care. That time stays reserved whether or not a walk is used, so client-canceled visits, including vacations, don't reduce the monthly rate.

Advance notice when you'll be away is always appreciated. A Membership Hold may be available for longer absences.

What happens if my payment doesn't go through?

The card on file is charged automatically on the first of the month.

If a payment is declined, we'll let you know right away and try again. Walks continue as usual during a five-business-day grace period while you update your payment method.

If payment still hasn't cleared after the grace period, we add a one-time $25 declined payment fee and pause membership services. Billing pauses too, so you're never charged for time we aren't caring for your dog. Once your balance is settled, service resumes, and we'll hold your reserved days and time window through the end of that month.

If the account is still unpaid 30 days after the pause begins, the membership closes and your dog's recurring days are released to another family. Any balance for care already provided remains due, and new bookings, including On-Demand visits, resume once the account is settled. You're welcome to start a new membership at any time, based on availability.

If a household has two declined payments in the same calendar year, the grace period no longer applies for the rest of that year. Walks continue once the payment clears.

How long is Founding Member pricing protected?

Founding Member pricing is protected for six months from the start of your membership. After that, your membership continues at standard member pricing, and you keep your Founding Member status, including first access to new services as we add them.

Do membership walks happen on holidays?

No. Weekly membership walks pause on holidays, and because billing is a flat monthly rate, it isn't reduced for holiday weeks. If you need care that day, you can request an On-Demand walk.

Are you open on holidays?

How do On-Demand requests work?

On-Demand visits are requested rather than reserved, so they work differently from membership walks.

• We confirm requests 24 hours before service. Coverage isn't guaranteed until you receive that confirmation, because recurring membership schedules are filled first.
• Once an On-Demand visit is confirmed, it's charged whether or not it takes place.

Requesting early is the best way to get the day and time you want, especially around holidays and weekends.

How do you handle bad weather?

Our Specialists walk in typical Seattle weather and adjust for your dog's comfort. In extreme heat, poor air quality, snow, ice, or lightning, we may shorten outdoor time or switch to indoor enrichment. Please keep walkways clear and give us an emergency contact with keys. We'll let you know about any significant changes.

How will your team get into my home?

We require a keypad or lockbox for entry.

If neither is possible for your home, talk with us. We’ll look at your situation and work out an alternative.

What do you require for every dog?

To keep your dog, our Specialists, and the other dogs in our care safe, every membership household provides:

• Current rabies vaccination, plus DHPP and Bordetella, or a written exemption from your veterinarian
• A properly fitting Y-harness for walks, plus a collar or tag with current identification (we provide the leash and a treat pouch for your dog's favorite treats)
• Your veterinarian's name and number, and an emergency contact who can be reached during care
• Notice of any bite history, resource guarding, or reactivity before care begins, and whenever anything changes

Telling us about your dog's hard days helps us build a plan that works for them.

Can The Pet Care Club end a membership?

Rarely, and never without talking with you first.

If a dog shows behavior that puts our Specialists, the public, or the dog at risk, we'll pause services and work with you on a plan. That might mean a consultation with our Fear Free Certified trainer, a change in service type, or a referral to an outside behavior professional.

In rare cases, a dog's needs go beyond what walk-based care can safely support. If we believe that's the case, we'll tell you honestly and start by connecting you with our trainer. If your dog needs more support than we can provide, we'll help you find the right professional.

We reserve the right to end a membership when we can't provide care safely, when required health records aren't kept current, or when our team isn't treated respectfully. If we end a membership, we'll give you as much notice as the circumstances allow and prorate your final charge.

Can I pause my membership?

Yes. Extended travel, medical needs, and other circumstances sometimes call for a longer break.

Because Care Team schedules and membership availability are limited, we may not be able to hold your dog's recurring days or time window during the pause. When you're ready to return, you'll get priority consideration, and we'll do everything we reasonably can to restore your previous schedule based on availability.

Holds are generally limited to one per 12-month period, for up to two consecutive months. We'll review unexpected or exceptional circumstances individually.

Can I change tiers?

Yes. As your dog's needs change, your membership can change with them. Adjustments depend on Care Team availability in your neighborhood.

Can I add extra walks or services?

Yes. Members get priority access to extra walks, Adventures, and other services before we open availability to non-members. Additional visits are billed separately at the member rate, unless included in your tier.

Can someone else use my membership?

No. Your reserved time, Care Team, and care plan are built around your household and can't be transferred.

How do I cancel my membership?

Your membership, benefits, and scheduled walks stay active through the 30-day notice period. If your cancellation date falls partway through a month, your final charge is prorated, so you only pay through that date.

Once your membership ends, your dog's recurring days and time window are released to another family. We'd be happy to welcome you back, but availability, scheduling, and pricing will depend on what's open at that time.