Policies

Transparency is part of our standard. Review the terms and conditions that govern your Urban Tails™ membership, services, and policies.

Membership Policy

Urban Tails™ is a membership based service. Membership enrollment requires completing an intake call, selecting recurring services, and agreeing to minimum service <br/cadence requirements.
Standard Membership requires a minimum of 1 recurring service per week. Preferred Recurring requires 3+ recurring services per week.
Membership pricing and service rates are confirmed at enrollment. Rate changes will be communicated with advance notice.

Members may cancel their membership after 30 days with 7 days notice prior to the next billing month.
Services cancelled within 24 hours of a scheduled visit may be subject to a late cancellation fee.
Urban Tails™ reserves the right to suspend or terminate membership for repeated policy violations or nonpayment.

A $25.00 Meet & Greet fee is charged at the time of scheduling, regardless of whether service begins.
This fee covers the Meet & Greet visit and key/code collection.
A lock box fee is charged up front and is yours to keep after service ends.

All recurring services are assigned to a service window, a 2-hour arrival window in which your team member will arrive.
Urban Tails™ does not guarantee exact arrival times within service windows. Team members are routed for efficiency across pod neighborhoods.
Extended service window add ons (+$6 per visit) are available for AM (6–8am), PM Early (5–7pm), and PM Late (7–9pm) windows.
Ad hoc (nonrecurring) visits are subject to team availability and cannot be guaranteed.

The safety of your pet and our team members always comes first. In the event of extreme cold, extreme heat, or severe weather (such as thunderstorms, ice, or high winds), Urban Tails™ reserves the right to modify or cancel a walk or visit.
When weather conditions make it unsafe to proceed, we will notify you as early as possible and do our best to reschedule your visit within the same week, subject to team availability.
Modified visits may be shortened or converted to a drop in style visit so your pet still receives care and a check-in without prolonged exposure to hazardous conditions.

Injectable Medication Administration: +$5 per visit. Requires prior documentation and orientation at Meet & Greet.
Special Dietary Preparation: +$5 per visit.
Additional Pet: +$4 per additional pet per visit.
Additional Litter Box: +$3 per visit.
Full Litter Replacement / Deep Clean: +$10.
All add ons must be established at enrollment or updated through the Member Portal.