FAQ and Policies
Care instructions
Before we begin, please include all information and detailed instructions in the application. If you want to add or change any information, please email any corrections and updates to info@nytails.com. We will not be held accountable for misinterpreted verbal requests, or handwritten and chat notes lacking details. Please allow a 2-hour time frame for the walk to start (1-hour time frame for crated puppies under 1 year old), and a 4-hour time frame for cat visits to start.
Minimum walks per week
To preserve our walkers’ schedules we are asking for a minimum of 4 walks per week or a 16 walks per month commitment for the same time frame. We offer 15-minute walks between 10:30am-5pm, during non holiday Mon – Fri that are requested at least a week in advance. For cat visits, we require daily visits and are not able to accommodate every other day visits.
If you need less than 16 walks a month or ad hoc walks: If your pup can walk with others in a group, and you can provide us at least 3 hours time frame and are flexible with the duration of the walks, we might be able to accommodate your requests depending on walkers availability.
Group and private walks
We cater all our services to each dog depending on their personalities and energy levels. We suggest trying our group walks for proper socialization, however occasionally group walks might not be available (i.e: on higher floor walk ups, building regulations, specific time frames, aggressive behavior, senior dogs or small puppies, and on days when group buddies don’t need walks). In that case, we will be providing private walks, and private walk fees apply. For example, before 10 am, after 5 pm and on the weekends we only offer private walks.
The duration of walks and visits
Our walkers will start the timer when they arrive to your apartment door, and will stop it when they are saying good-bye to your pup at your home.
Keys
We can borrow the key from a doorman for a duration of a walk and return it back when the walk is completed. For non-doorman buildings: we require two copies of your keys. Your walker will have one set and we will keep the other at our office in case your walker is ill and can’t come to work, or if you request evening/weekend walks. Without 2nd set we cant guarantee a walk if your regular walker is unavailable.
Our online platform
Please note we use dotimely.com for all scheduling and invoices. We will create your profile and set up your original schedule before we start walking your pooch. We ask that you make any changes through the dotimely.com website or DT phone app. You can also reach us via email info@nytails.com or call us at 212-706-9560 during our office hours. We don’t accept any schedule adjustments or cancelations through Groupme chat, and need 12 work hours to cancel or approve the appointments received by the email.
Our office hours
| Mon – Fri |
|---|
| 7:30am – 7:00pm |
To give you more peace of mind
NY Tails is fully bonded and insured. Also, ask us about the referral program when new pups who join mention your name.
Multiple dog household
Extra $7 per walk; 25% off for daycare, and 50% off for overnights for each additional pup.
Extra fees for each dog
| Services |
|---|
| $7 per walk if you schedule less than 16 walks per month |
| $7 per walk starting before 9am or after 6pm, and for weekend or federal holiday walks |
| $14 for walks starting before 9am or after 6pm that also fall on a federal holiday or weekend |
| $15 for overnights/boarding and $7 for daycare during federal holidays or holiday weekends |
| $3 for dogs with special needs, extra large size (80lb+), or aggressive behavior |
| $3 when pick up and drop off places are different, and for 4th floor (3 flights up) or higher walk up buildings |
Federal Holidays
By default, we assume you don’t need your regular walks during all Federal holidays. We will be sending emails about a week before to confirm the cancelation of the walks. If you need your walk back, please don’t forget to request it, and we will do our best to accommodate. Please note, we only offer 30+ min private walks during the Federal holidays, and all services during Federal holidays and Federal holidays weekends are subject to an extra fee.
Canceling or changing your appointment
We are not able to cancel or adjust the appointment through groupme chat, voice messages or 80th st day care pick up/drop off number.
These are the only ways to cancel and adjust your appointment:
1) Canceling or reducing the duration of a service using Dotimely.com website or the app:
All same day cancelations, adjustments and requests must must be submitted through DoTimely.com. Once approved you will receive a confirmation.
Walks, pick ups, drop offs and cat visits. $8 late cancelation fee is applied for cancelations after 10pm the night before. Full price is applied for cancelations within 2 hours before the scheduled time frame. Please request the service change/adjustment by 10pm the night before.
Day care. $8 fee is applied for no shows or cancelations after 7am the day of. Please request the service change/adjustment by 10pm the night before.
Boarding at our place and Overnight at your home: $95 fee when canceled less than 24 hours before the start of the service.
How to cancel or request an adjustment:
Canceling on the Do Timely app: swipe the appointment to the left, edit and cancel buttons will appear.
Canceling on DoTimely.com website: click on the appointment, edit and cancel buttons will appear.
2) Canceling or reducing the duration of a service by emailing us: Please allow us at least 12 office hours between your cancelation/adjustment email and scheduled walk that you want to cancel to avoid late cancelation fee stated above.
3) Calling us during the office hours and canceling by phone: Same rules apply as in canceling/ adjusting by Dotimely.
Payments due
We accept credit cards, checks and cash. Payments for rendered services are due weekly if paid by credit card, and bi-monthly if paid with other methods.
Regardless of your preferred method of payment, we require the credit card info to be added to your profile as a back up.
Please note, services are subject of 8.875% NY sales tax.
To add a credit card from the dotimely.com website: click on My Profile and then Credit Card Tab.
To add a credit card via the app: click on Credit Card on the left navigation bar.
Dog walkers exclusivity
Be advised that dog walkers performing services for NY Tails are bound by an agreement with the company, which, inter alia, prohibits them from contacting or accepting communication from clients and their personnel and/or agents, in an attempt to gain business from said clients. By submitting this application, you agree that you will not contact, directly or indirectly, or accept non-NY Tails related communication from dog walkers performing services for NY Tails in an attempt to receive services from them directly.
