Please review our policies below to help ensure smooth scheduling, billing, and service for everyone.
1. Payment Policy
Weekly billing: Invoices are processed every Monday for services completed during the previous Monday–Sunday billing period.
Autopay: We encourage clients to enable autopay for convenient, hassle-free payments.
Completed services only: You will only be charged for services marked as complete in Pet Pocketbook. You will not be charged for services that were not completed.
Card payments: Payment by card is required unless an alternative payment arrangement has been approved by Trot & Train. A service fee of 5% applies to card payments.
Cash and Zelle exceptions: Cash or Zelle may be accepted only when an alternative payment arrangement has been approved in advance. These payments must be made before the scheduled service. Payments not received on time may incur a late fee of up to $10 per missed payment.
Zelle details: Approved Zelle payments must be sent to trotandtrain@gmail.com, not to our business phone number.
2. Cancellation Policy
Cancellation the day before: 50% of the scheduled service fee will be charged.
Same-day cancellation: 100% of the scheduled service fee will be charged.
Please cancel early: Giving us as much notice as possible helps us manage our schedule and offer the time slot to another client.
3. Last-Minute Booking Policy
Bookings requested within 24 hours: A $15 late booking fee applies.
Availability: Last-minute appointments are not guaranteed. Booking in advance gives you the best chance of securing your preferred time.
4. Rescheduling Policy
Please contact us as early as possible if you need to reschedule an appointment. Rescheduling requests are subject to availability.
Any applicable rescheduling fees or restrictions will follow the policy communicated by Trot & Train.
5. Pet Pocketbook & Appointment Approval
All walks and appointments must be approved in Pet Pocketbook to be considered confirmed.
Please make sure to review our Pet Pocketbook FAQ for help with booking, managing appointments, and using the app.
Pet Pocketbook FAQ: https://www.trotandtrain.com/blog/petpocketbooksteps
Thank you for choosing Trot & Train. We appreciate your cooperation and look forward to keeping your dog's schedule running smoothly!
