Frequently Asked Questions

What does the onboarding process look like?

  1. Schedule a complimentary meet-and-greet. This allows us to meet your dog, review routines, discuss expectations, and ensure the environment is a good fit.
  2. Confirm mutual fit. If both client and walker feel comfortable moving forward, services can be scheduled.
  3. Client onboarding. Intake forms will be sent via email, and your Time To Pet account will be set up to manage scheduling, invoices, and visit reports.
  4. Book services. Walks can be scheduled directly through Time To Pet or by contacting us via email or text.

What areas do you serve?

We proudly serve the following Chicago neighborhoods:

  • Roscoe Village
  • West Lakeview
  • North Center
  • Ravenswood
  • North Halstead
  • Sheffield and DePaul
  • Park West

For exact boundary details, please refer to our Service Map . The map highlights each of the areas above, making it easy to see whether your address falls within our coverage zone.

How does the walker access the property?

  • Clients must provide two copies of keys: one primary set and one backup.
  • Key pickup is complimentary and arranged prior to the first scheduled walk.
  • If a lockbox is used, it is the client’s responsibility to ensure it is functional and accessible.
  • Walks may be missed or canceled if entry cannot be gained at the scheduled time.

Are you licensed and insured?

Yes. Roscoe Pawtroll is licensed to operate in the City of Chicago and carries commercial liability insurance, bonding, and animal bailee coverage for pets in our care.

What happens in the event of an emergency?

In an emergency, we will attempt to contact the client immediately. If the client cannot be reached, the designated emergency contact will be notified. With prior authorization provided during onboarding, we may transport the pet to the client’s preferred veterinarian. Veterinary contact information is collected through the intake form before services begin.

What do walks include?

Walks include a water bowl refill and check, a 5-minute grace period at the end of the visit, an extra leash for safety, wipes as needed, a detailed walk report, photos during the visit, and optional GPS tracking. Each walk is conducted with active supervision, including awareness of traffic, other dogs, and potential hazards on the ground. We monitor for signs of stress, fatigue, or overheating to keep your dog safe and comfortable. Walks may also be converted to a drop-in visit if needed.

Will I have the same walker every time?

Yes. We currently have one walker. As we grow, we will always ask clients for their preference.

What if my dog is reactive or nervous?

Walks are tailored to each dog. We use body-language cues to assess comfort and safety. If needed, we may shorten the walk and use the remaining time for calm indoor decompression.

How are walks structured?

  • A traditional (non-retractable) leash must be used.
  • Dogs remain leashed at all times; no off-leash activities or dog parks.
  • Maximum of two dogs per walker; no pack walks.

What’s your cancellation policy?

  • More than 48 hours notice: full refund.
  • Within 48 hours: 50% refund.
  • Within 24 hours or less: no refund.

How are visits documented?

You’ll receive a walk report after each visit, including photos. Time To Pet check-ins are available for clients with an account, including optional real-time GPS tracking.

Do you offer drop-ins?

Yes. Our standard 30-minute walk can be booked as a drop-in visit. Drop-ins may include feeding, administering medication, and providing a bathroom break or pet relief.

What if I want a walk for more than 30 minutes?

To schedule a one-hour walk, book two consecutive 30-minute time slots on the same day (for example, 10:00–10:30 AM and 10:30–11:00 AM).

How do I pay my invoice?

Invoices are processed through Time To Pet. We use Stripe for secure payments and accept credit cards and Apple Pay. At this time, we do not accept cash.

Terms of Service and Code of Conduct

1. Dog Behavior & Training

Roscoe Pawtroll cannot walk aggressive or dangerous dogs, including dogs with a bite history not disclosed in advance.

For safety, dogs must be reasonably leash-trained and manageable. Excessive pulling, jumping, lunging, or other unsafe behavior may make a dog unsuitable for walking services.

We reserve the right to shorten, modify, or discontinue a walk if a dog’s behavior presents a safety risk. Repeated unsafe behavior may result in refusal of future service.

2. Safety & Handling

For safety reasons, walkers will walk no more than two (2) dogs at a time, and dogs must be from the same household.

Households with three (3) or four (4) dogs will require multiple or staggered walks.

Pricing for multi-dog households includes a primary dog rate and a secondary dog rate for additional dogs walked separately.

3. Walk Time

Scheduled walk time begins when the walker arrives at the client’s property and enters the premises.

Time spent greeting the dog, securing equipment, and exiting the property is included in the scheduled walk time.

4. Extended Walk Time

Walks include a 5-minute grace period.

Time beyond the scheduled walk duration is billed at $5 per additional 5 minutes, charged at the end of the walk.

5. Weather & Safety Cancellations

Walks occur rain or shine.

Walks may be cancelled due to unsafe conditions (e.g., severe storms, high winds).

If Roscoe Pawtroll cancels due to unsafe weather or conditions, the client will receive a full refund, regardless of notice period.

6. Dog Health & Disclosure

Clients must disclose all known medical conditions, mobility issues, behavioral issues, and medications prior to booking.

Undisclosed issues that materially affect the walk may result in shortened walks, additional charges, or refusal of future service.

7. Treats and Rewards

If the client authorizes walkers to provide their own treats, the client confirms that all known food allergies, sensitivities, and dietary restrictions have been disclosed in advance.

Roscoe Pawtroll is not responsible for adverse reactions resulting from treats provided with the client’s consent, including reactions related to undisclosed or unknown sensitivities.

8. Emergency Situations

The health and safety of dogs in Roscoe Pawtroll’s care take priority over the daily schedule.

In the event of a medical emergency, injury, or unsafe condition involving a dog in our care, walkers may need to cancel or suspend remaining services for the day.

We will make reasonable efforts to notify affected clients as soon as possible.

Clients affected by such cancellations will not be charged and will receive a full refund or credit for the missed service.

9. Transportation & Bicycle Travel

Roscoe Pawtroll travels by bicycle between locations.

In the event of a bicycle-related incident that impacts our ability to safely complete scheduled services, we may delay, modify, or cancel remaining walks for that day.

Clients affected by such cancellations will not be charged and will receive a full refund or credit for the missed service.

10. Equipment & Access

Clients are responsible for providing a properly fitted collar or harness and a standard leash in safe condition for each dog. Retractable leashes are not acceptable.

Missed walks due to client unavailability, access issues, or failure to provide accurate information are treated as same-day cancellations.

11. Late Arrival / Delays

Walk times are approximate and not guaranteed to the minute.

Delays may occur due to traffic, weather, or prior walks.

Reasonable delays do not qualify for refunds.

12. Payment

Payment is required before booking is approved.

13. Client Cancellation Policy

Same-day cancellations: No refund.

Same-day cancellation means any cancellation made after 12:00 AM on the calendar day of the scheduled walk.

Cancellations within 24 hours: 50% refund.

Cancellations made more than 24 hours in advance: Full refund.

Refunds, when applicable, are issued to the original payment method within 3–7 business days.

14. Emergency Veterinary Authorization

In the event of a medical or safety emergency involving a dog in Roscoe Pawtroll’s care, we will make reasonable efforts to contact the client using the information provided.

If the client cannot be reached in a timely manner, the client authorizes Roscoe Pawtroll to seek emergency veterinary care at the nearest available facility.

The client agrees to be financially responsible for all veterinary costs incurred.

Roscoe Pawtroll is not responsible for outcomes related to emergency veterinary treatment.

15. Liability Limitations

Roscoe Pawtroll is not responsible for:

• Pre-existing conditions
• Illness unrelated to walking services
• Incidents caused by third parties

Liability is limited to the extent permitted by law and Roscoe Pawtroll’s insurance coverage.

16. Right to Refuse or Terminate Service

Roscoe Pawtroll reserves the right to refuse or discontinue service due to:

• Unsafe dog behavior
• Undisclosed health or behavioral issues
• Unsafe environments
• Refusal to complete a required meet-and-greet
• Repeated policy violations

A meet-and-greet is required prior to the first scheduled walk to ensure safety and proper temperament assessment.

17. Photos & Updates

Clients consent to receiving walk updates and photos or videos for service confirmation purposes.

18. General Expectations

Clients must treat our walkers, any assistants, and any other persons encountered during the walk with courtesy and respect.

A calm, safe environment is essential for the well‑being of the dogs we walk.

19. Prohibited Conduct

Clients must treat our walkers, any assistants, and any other persons encountered during the walk with courtesy and respect.

A calm, safe environment is essential for the well‑being of the dogs we walk.

The following actions constitute a breach of this clause and may result in immediate suspension or termination of service, without refund:

  • Harassment or Intimidation - Repeated, unwanted, or aggressive verbal or physical conduct toward our walkers (e.g., shouting, threats, slurs).
  • Hate speech / discriminatory remarks - Any language that attacks, demeans, or expresses prejudice toward a person based on race, ethnicity, nationality, religion, gender, sexual orientation, gender identity, disability, or any other protected characteristic.
  • Racist, bigoted, or otherwise offensive comments - Statements that create a hostile or unsafe atmosphere for the walker.
  • Physical aggression or threats of violence - Any threat, gesture, or act that could cause bodily harm.
  • Abusive treatment of the dog - Any instruction, demand, or action that would cause unnecessary stress, pain, or harm to the dog.
  • Any other conduct that, in our reasonable judgment, endangers the safety, comfort, or dignity of our walkers, the dogs, or other members of the public.

20. Reporting and Investigation

If we become aware through a walker, a third party, or a client report—that a breach may have occurred, we may

  • Request clarification or additional information from the client;
  • Review any relevant communications, notes, or video/audio recordings (where legally permissible);
  • Speak with the walker(s) involved.

21. Enforcement Options

After confirming a violation, we may, at our sole discretion:

  • Issue a written warning (for a first, non‑serious breach).
  • Suspend service temporarily (e.g., cancel scheduled walks for a set period).
  • Terminate the client relationship immediately and refuse any further walks, without refund for prepaid fees.
  • Seek reimbursement for any extra costs incurred (e.g., travel, overtime) due to the breach.
  • Pursue civil or criminal remedies if the conduct rises to harassment, threats, or illegal activity.

22. No Waiver

Failure to enforce this clause in a particular instance does not waive our right to enforce it in the future.

23. Severability

If any portion of this clause is found unenforceable under applicable law, the remaining provisions shall remain in full force and effect.

24. Acceptance

By booking a walk, signing a service agreement, or otherwise engaging our dog‑walking service, you acknowledge that you have read, understood, and agree to abide by this Respectful‑Behavior and Service‑Refusal clause.

Schedule a free meet & greet!