policies

Payment Policies

Fees are earned upon acceptance of pet visit reservations and are due on or before services are rendered. New clients are required to have a credit card on file before the Meet & Greet. Accepted forms of payment are cash, check, or credit card. Checks can be written to Charlotte City Pets. If payment is not received by the time of service, a $25.00 late fee will be added to your invoice and scheduled service will be automatically charged to the credit card on file.

Scheduling

The most efficient way for clients to schedule or cancel visit requests is through the app. Download the app here. Service requests are not confirmed until you receive an email from Charlotte City Pets. Service requests time-stamped less than twenty-four (24) hours in advance are subject to a Late Booking Fee. Services requested via text cannot be accepted.

Cancellation Policies: Non-Holiday

Dog Walking, Pet Sitting, Cat Care and Tuck-In Service: If pet care service needs to be canceled before care begins, give Maureen at least 24 hours notice and you will not be charged. Weekday dog walks canceled by 6pm the day before will not be charged.

No refunds will be given on any service canceled less than twenty-four (24) hours before the scheduled start, if canceled after service has begun, or if you return home early. The time is reserved specifically for your pet(s) and cannot be resold.

Payment & Cancellation Policies: Holiday

Holiday Pet Sitting, Cat Care, and Tuck-In Service: Schedules for Thanksgiving and Christmas fill up quickly. Clients are required to pay a 50% deposit within one (1) day of booking to guarantee holiday service. By default recurring dog walks are not scheduled during any holiday period though Charlotte City Pets is happy to accommodate regular Dog Walking and Potty Break clients if service is requested well in advance. A holiday surcharge/dog/walk will apply.

1.) If holiday plans change, give Maureen a minimum of 5 days notice to receive a 100% refund. Clients will be refunded 50% of their deposit for service cancellations received less than 5 days before the scheduled start.

2.) No refunds will be given on any holiday service anytime of year if service is canceled less than twenty-four (24) hours before the scheduled start, if canceled after service has begun, or if you return home early. The time is reserved specifically for your pet(s) and cannot be resold.

2026 Holiday Surcharges

The following dates will include a $5 per visit holiday surcharge:

  • New Year’s Eve & New Year’s Day (12/31–1/1)
  • Easter Weekend (4/3 – 4/5)
  • Memorial Day Weekend (5/23–5/25)
  • 4th of July Weekend (7/3–7/5)
  • Labor Day Weekend (9/5–9/7)
  • Thanksgiving Weekend (11/26–11/29)
  • Christmas Week (12/23–12/30)
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