Client Policies and Procedures

Our pricing structure is akin to Costco memberships; you pay for the membership, and they sell in bulk. Just as Costco doesn't reimburse you if you don't shop there for a while, or allow you to buy single items from bulk packages at a discounted rate, our pricing operates in a similar manner. Gym memberships also don't prorate memberships. If you want to pause your membership, they usually require 30 days' notice and may offer a higher per-day cost, as we do. Our memberships offer discounted rates, often surpassing competitors, and secure your dog's spot within daily supply limits.​

     

• Your agreement: These analogies make sense.

Proration only applies to the first month, and last month of service if proper notice is given. Package rates, akin to rent or membership dues, remain unchanged even if walks are missed or canceled, UNLESS you opt for the AD HOC WALKS rate (see website for current price) ex: for planned travel or surgeries. To do so, you must EXPLICITLY state (in email) your desire before the month begins using terms like "ad hoc" or "switch plans." Retroactive switching is not permitted once the month starts, and the Ad Hoc Walk rate can't be used consecutively for billed months, regardless of circumstances. After pausing your monthly rate, you would utilize the Ad Hoc Walk plan instructions below for Collar. For more details, refer to the last two FAQs on our website.

​

• Your agreement: I understand how to utilize the Ad Hoc Walk pricing option for when the need arises.

If you are on our Ad Hoc Walk rate, you will not have a place in a pack reserved for you. Clients on active monthly membership rates get reservations in packs. Clients on the Ad Hoc Walk plan are subject to availability. Use the Collar app to ascertain availability in each of our packs on the days you desire service, and select what is available as far in advance as possible to satisfy your needs for the month. If there is no availability displayed, unfortunately it is reflective of our actual daily limits. 

​

• Your agreement: I understand that no space is reserved until individual bookings are made on Ad Hoc Walks. 

Service cancellation cannot be completed solely through Collar. Clients must notify Citizen Hound to formally end services. After the initial month, provide 30 days' notice to end or suspend services. A suspension means zero walks in a month. You'll be charged for the next 30 days after the notice date. If notice comes before 30 days your final month is prorated. By clicking 'agree,' you commit to giving 30 days' notice, paying the fee for the final period even if unused, to prevent sudden vacancies. We encourage you to use this period, and hate charging when it's unused, but it's essential to give notice to avoid charges for unused walks and protect against sudden vacancies. If a client returns, any new rates will apply. 

​

• Your agreement: I’ll give 30 days notice to suspend or end services and to enjoy a prorated final month.

If you do not fully understand the previous rules it's a good idea to ask for clarification now by emailing mgmt@citizenhoundsf.com. Moving forward without understanding those rate rules would likely cause frustration and unexpected charges down the line.

​

• Your agreement: I'll ask for clarification immediately if needed.

After 5 instances of failing to cancel, where we show up but you forgot to cancel, we may need to renegotiate terms or terminate service.

​

• Your agreement: 5 failures to cancel is the limit

12 hours notice required for Ad Hoc or Outside Hours cancellations or the day will be charged. Membership walks should be cancelled 3+ hours before walk start time. 

​

• Your agreement: Cancellation windows understood.

You've hired a team, and when your primary staff member is absent, another staff member who is specifically selected because they are trained to know your dog provides coverage. Typically, this is a dedicated person you can build a relationship with for consistency. Your coverage walker will text you when they start work. While most find this convenient, if you prefer extreme consistency with just one person, please let us know. We can recommend solo operators if our model doesn't suit your preferences. Our goal is to find the best fit for your needs. With employees, you're always covered, but they have mandatory sick time and time off. Coverage days will create different timing as your house now falls into a different route. 

​​

• Your agreement: I understand I have hired a team and not a solo person

We require a method of entry without a human present. This can be keys, a door code, garage code, etc. For keys we need 2 sets (preferably 3 - main walker, backup walker, manager's lockbox) even if someone is usually at home, to avoid access issues. We especially want to ensure we can get your dog back home, as well as out for the walk you've paid for. Without 2 (preferably 3) sets, we can't walk your dog if the main walker is unavailable. If you have an alternate entry method, like a lockbox or keypad, describe it in the house notes. If you change keys, provide two new sets. Keep in mind that walker absences can occur suddenly, so timely key copies are essential. DO NOT PUT IDENTIFYING INFO ON THE KEYS!

​

• Your agreement: I will supply two or three sets of keys, or I have another entry method like a code.

Our adventures encompass various locations, including beaches and forests, as advertised on our website. Due to the group nature of our program, clients are unable to specify location preferences or exclusions. This ensures consistency for all clients, preventing conflicts arising from divergent expectations regarding our established walking areas. Please be aware that we will make an effort to clean them afterward, but our outdoor activities will get your dog dirty. If you require either the beach or the forest this would not be a good fit. If this potentially poses an issue please bring it up now. 

​

• Your agreement: I understand you're an outdoor adventure company, not a dog park company, and not a groomer, and clients should not hold anyone to preferences lest they potentially conflict with others’ who have all agreed to policy.

You are required to provide towels for your dog. Please write your dogs' name on the towels' label. We will keep one until it needs to be washed and communicate when it needs to be switched out for another. Make sure we know where these are kept and where to put a dirty towel. 

​

• Your agreement: I'll provide towels, and communicate where to find them and where to put dirty ones.

Does your dog have a GPS tracker, Tile, Airtag or other device they will be coming out with? We recommend that you purchase one. Even though the risk may be low, the cost is low as well. AirTag ~$30 currently, QALO ~$50 currently. If you get one, let us know so we can add it to their file to use in case of emergency. You may consider adding your primary walker to the device for added safety.

​

• Your agreement: I will notify you if I have/get one. 

Topics other than logistics, such as questions, concerns, health and behavior go to mgmt@citizenhoundsf.com. This email forwards to David and the manager. Feel free to text or call inside 10am - 4pm.

​

• Your agreement: Your agreement: Mgmt for all except scheduling, got it.

Group packages include the ability to call David to talk about dog training over the phone for free. Just email to coordinate a call.

​

• Your agreement: Neato! Dog training advice included!

Please oh please ONLY EMAIL OUTSIDE THE HOURS OF 10am-4pm for us and for the walking staff! We never start a workday without reviewing emails.

​

• Your agreement: Personal time; I get it!

If a payment method is not on file service cannot commence, or will be paused if one is removed. If an invoice is outstanding at the end of one month, service will be paused at the start of the next month until payment is collected. Late fees of $15 will accrue for every 15 days an invoice is overdue. 

​

• Your agreement: Payment on file is a term of service, got it.

Billing, processed automatically at the start of the month to your selected payment method, covers services already rendered during the previous month, not prepayments for the coming month.

​

• Your agreement: Automatic billing understood.

REFERRAL DISCOUNTS are available to you and are updated on the website. They include money off your next invoice for referring anyone who we can add to our roster, and extra if they live in your building!

​

• Your agreement: Discounts! Sweet!

Please be sure to allow your dog an opportunity to go potty before our services. We should not be their first outing in the day. FYI puppies often need extra steps from us to ensure they're not pottying in our personal vehicles.

​

• Your agreement: I can help prevent accidents in your vehicles.

If your dog has a potentially contagious illness or visits the vet for one, inform us immediately. Share your vet's recommendations regarding your dog in a group setting, and we can provide shorter potty break walks during their recovery if desired.

​

• Your agreement: No contagious illnesses, got it!

DOODLE OWNERS should trim their dogs' hair regularly, particularly when foxtails are common throughout the year. Neglecting annual haircuts can lead to vet visits for foxtails, which can be elusive despite post-walk inspections. Additionally, doodle fur traps dirt and sand, which can be drastically reduced with haircuts. 

​

• Your agreement: Foxtails are too dangerous for long hair, understood.

Your dog(s) must have tags with contact info on a correctly sized collar or harness that CANNOT slip off. For the first week please tighten the collar/harness as much as possible!

​​​

• Your agreement: Correctly fitting gear is important, got it.

It is imperative that your dog is up to date on oral flea and tick medication as well as vaccines. The Bordetella (Kennel Cough) vaccination is required annually.

​

• Your agreement: Up to date on vaccines understood.

If your dog is a big leash puller the effects are multiplied by having other dogs. If they're able to and/or prove they would yank one of the staff down, or we determine their level of pulling could be injurious ov we will request the use of a Gentle Leader head collar. We have to be concerned with staff safety and workman's comp claims. If you're not open to GLs or want more information please notify management now. 

​

• Your agreement: You may use a Gentle Leader, or I will call or email to discuss this proactively.

MALE dogs must be neutered by 8 months, or sooner if behavior issues arise. Exemptions require at least TWO training certificates. Failure to provide them by 8 months would result in transitioning to another provider.

FEMALES should be spayed before the first heat to avoid interruptions. Timing is unpredictable, and return is after professional grooming, a few days post-spotting.

Please consider the impact on your schedule and potential behavioral issues if you keep your puppies intact for an extended period. We've seen this cause problems frequently. Please ask questions!

 

• Your agreement: I will contact you right away if we decide we want to go past the timelines outlined.

Your dog will be subject to a three strike policy for everyone’s safety. Strikes are for dogs putting themselves or others in danger, displaying aggression or causing damage, or regularly disrupting the flow (requiring more (negative) attention than others). AT FIRST SIGN of any worrisome behavior you’ll be asked to sign our liability reminder document. We do not need to hit 3 to end services but it is our maximum. 

​

• Your agreement: I understand the 3 strike rule. I will disclose a full history of any sort of the above items. Failure to do so would cause removal from the program if it's discovered later.

We ask that each of our clients has undergone a 101 level professional training course, private professional instruction for their dog, or is signed up to do so in the immediate future. With off leash group outings comes the responsibility to be sure your dog will be safe and not cause issues.

​

• Your agreement: I will ensure my dog has satisfied this level of training. 

We add $100 per month for any dogs under 1 year, as stated on the pricing page of our website. They definitely require more work. You can opt to negate this extra charge by providing two training completion certificates (one more in addition to the base requirement) at any time.  

​

• Your agreement: I have read and agree to this

Please understand that despite our best efforts, ~5% of adolescents that started with us as puppies are asked to leave before a year's time due to becoming unfit for our off leash group services in high distraction environments. This is the Olympics of dog walking. Adolescence can be challenging, and new behaviors will undoubtedly develop that change our abilities. 

​

• Your agreement: I have read and agree to this

We are unable to take out any dogs that differ from their behavior, training, history, wellness or personality traits depicted in this service agreement and screener.

​

• Your agreement: I have read and agree to this

Each owner is responsible for their dog and their dog’s actions. Citizen Hound shall assume no financial liability for any illness or injury caused BY your pet, or by other pets, TO your pet or to other persons, pets or property. Each Client gives Citizen Hound the authority to name a financially responsible party if one is apparent. By clicking 'I have read and agree to this' you agree to pay damages if we deem necessary. Our responsibility will be to give as many details as we can on any incident that takes place and do our best to explain any fault.

 

• Your agreement: I have read and agree to this

By beginning with these programs we can assume you are stating that your pet is safe enough to participate in Citizen Hound group walks, acknowledging all the inherent dangers, and you accept responsibility for your pet while they are in our care for all their behaviors.

 

• Your agreement: They are safe enough to participate

Safety is paramount, so if a human sustains an undue bite from your dog, not resulting from accident or negligence, we will be forced to terminate services.

​

• Your agreement: I have read and agree to this

Walks start at approximately 11:00-11:15 and between 1:45-2:15 each day Monday - Friday. 2 Group plan clients join both. We do not promise a specific amount of time out of the house in addition to the walks, nor do we promise specific pickup or return times. Though pickup and return times do generally stay quite consistent inside a 15-30 minute window, they may differ without warning depending on our varying workload. Accordingly, we need an entry method that does not require a human to be present.

​

• General arrival windows: 

  1. Before 11am walk - 9:30-11

  2. After 11am walk - 12:30-2

  3. Before 2pm walk - 12:30-2

  4. After 2pm walk - 3-430

​

• Your agreement: I understand that there's a wide arrival window required to account for possible fluctuations in logistics I couldn't see.

THE FAQ PAGE of our website is not just for prospective clients, but active ones. It's easy to forget things like closure dates (all major Fed holidays or observed dates), weather policies, flat rate policies, how the coverage system works, additional service offerings like walking day extensions or groomer runs, or other items from this paperwork, etc. so when they come up please remember you can always look there!

​

• Your agreement:I can find the FAQ page to reference these policies and others in the future.

Maintaining a top-notch dog walking team in a costly city like ours is challenging. Due to the nature of the job, wherein clients want their dog walked in the middle of their workday, our hours are pretty concentrated, which naturally means smaller paychecks from official CH operations. To ensure our staff's livelihood, we offer a referral system of side gigs to supplement their income, benefitting both them and you. This provides a pool of skilled dog professionals for various needs beyond regular walks. If a staff member departs, we kindly request clients continue with our current network to support the continuity of these side gigs. We ask the same of our departing staff. While we can't enforce non-compete agreements, we appeal to your voluntary cooperation. Please understand, while continuing to use someone who's left us may seem easy and comforting, this is a serious problem for us to maintain business. Your support helps us sustain our award-winning network. Should a former staff member offer similar services to our clients, even if initiated by the client, they've agreed to decline or compensate us for the referral. Thank you for your understanding. David Levin - Citizen Hound

​

• Your agreement: I agree to discontinue business with any staff members that leave Citizen Hound to safeguard all relationships involved and acknowledge that if I don't the walker would owe a fee to CH for the introduction.

Similarly, individual dog walking requests outside of routine group sessions, as well as pet sitting, are not encompassed within the official operations of Citizen Hound. When we connect you with a current staff member for assistance, it's a referral to their independent venture. Both parties are accountable for whatever expectations are or are not set. All matters related to this arrangement should be directed to the staff member involved, as Citizen Hound does not oversee pet sitting operations. This decision is due to logistical challenges and legal considerations. It's analogous to engaging a daycare employee as a babysitter!

​

• Your agreement: I understand we will be doing business outside of Citizen Hound for individual dog walks and pet sitting.