Our policies

Here’s how booking, payment, and cancellations work at Lucky’s Watch. Your signed Client Service Agreement has the full terms, and if anything here ever differs from it, the agreement is what applies.

Getting started

• Every dog walking and pet sitting client starts with a free meet and greet, in person or by video call. It’s in person for any pet with reactivity, a bite history, or special needs, and whenever we’re providing a lockbox.
• Before your first visit, we’ll need your signed service agreement and a payment card on file. For dog walking, pet sitting, and overnight stays, we’ll also need your vet, an emergency contact, and an emergency vet treatment limit.
• Every dog, cat, and ferret must be vaccinated against rabies, once it’s old enough, as Washington law requires. Proof may be requested.
• Pet waste removal starts with a free quote.

Booking

• Visits are Monday through Saturday, between 10am and 10pm. Visits before 10am, after 10pm, or on a Sunday are available by request and add $8.
• Please book at least 24 hours ahead. Dog walking, pet sitting, and overnight stays booked less than 24 hours before they start add a $15 last-minute fee.
• Overnight stays run from 8pm to 8am, for up to 14 nights and up to 5 pets. A 30-minute visit is included on each full day between two booked nights. It’s booked for dogs unless you decline it, and for other pets if you ask.
• Holiday visits add $15. Holidays are New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.

Payment

• Your card on file is charged automatically.
• Recurring service is charged on the 1st of each month for that month’s visits. When you start, the rest of your first month is charged when your plan is confirmed.
• Visits for a trip of two or more days, and one-time holiday visits, are charged when your booking is confirmed.
• A single one-time visit is charged within one business day after it.
• Overnight stays are charged 50% when the stay is confirmed and the balance 5 days before the first night. A stay booked less than 5 days ahead is charged in full when it’s confirmed.
• Prices don’t include sales tax. Any sales tax Washington law requires is added.

Cancelling a dog walking or pet sitting visit

• 24 hours’ notice or more: no charge.
• Less than 24 hours’ notice: 50% of the visit, including any fees booked for it. Moving a visit with less than 24 hours’ notice counts the same way.
• Holiday visits need 48 hours’ notice instead of 24.
• If we arrive and can’t get to your pet or into your home, the visit rate is charged, without its fees.
• If we have to cancel with less than 48 hours’ notice, you get a credit for that visit. With 48 hours’ notice or more, we’ll offer you another time, or a credit if you’d rather not take it.

Cancelling an overnight stay

• 5 or more days before the first night you cancel: a full refund.
• Less than 5 days, but at least 48 hours: 50% of the cancelled nights.
• Less than 48 hours, or once the night has begun: the first 7 cancelled nights are charged in full, and any later nights at 50%.
• For a stay that includes a holiday night, 14 days replaces 5 days.
• Moving your dates counts as cancelling those nights, and coming home early cancels the unused nights from when you tell us.
• Please confirm your return time before the stay. If you’re late, extra time after the first 2 hours is $7 for each 15 minutes, and if you’re not back by 8pm that day, the stay continues at the nightly rate.

Pet waste removal plans

• Plans are a flat monthly rate, charged on the 1st. One-time cleanups are charged within one business day after. The visit cancellation rules above don’t apply to plans.
• You can pause a plan for up to 30 days with 7 days’ written notice, or cancel anytime in writing. Visits scheduled after we receive your cancellation are refunded.
• A visit we can’t complete, including for weather, is rescheduled. A visit you skip isn’t credited.

Our guarantee

If you tell us within 24 hours that a visit wasn’t done as booked or to our standard, we’ll come back and fix it at no charge. If it can’t be fixed, you’ll get a credit for that visit on your next charge.

Credits and changes

• Credits go on your next charge. If nothing else is booked, any part of a credit that gives back money you paid is refunded to your card instead. Other credits never expire.
• We give 30 days’ written notice before any change to your rates or your service agreement.
• To give us written notice, email hello@luckyswatchpets.com, send a message in your client portal, or text 360-803-1616.