POLICIES
Holiday Policy
MMH has a $10 daily surcharge for Dog Walks on the Holidays listed below, and 100% goes to our staff on: New Year’s Eve, New Years Day, Martin Luther King Jr Day, President’s Day, Memorial Day: Juneteenth, Labor Day, Indigenous Peoples’ Day/Columbus Day, Veterans’ Day, Thanksgiving, Christmas Eve and Christmas Day. We don't do dog walks on July 4th for safety reasons, unless on a pet sit or board, in which case we can schedule a visit that entails a quick potty and lots of indoor play.
For Boards and Pet Sits only, MMH Charges an additional $10 per day during our heaviest Holidays week/weekends on the dates below, with all extra rates going 100% to staff. Those dates include:
New Year's Week: December 28th, 29th, 30th, 31st, January 1st and 2nd
Easter Week: April 5th, 6th, 7th, 8th, 9th and 10th
Memorial Day Weekend: May 26th, 27th, 28th and 29th
Independence Weekend: July 2nd, 3rd, 4th and 5th,
Labor Day Weekend: September 2nd, 3rd, 4th and 5th
Veterans Day Weekend: November 10th, 11th, 12th and 13th
Thanksgiving Week: November 20th, 21st, 22nd, 23rd, 24th and 25th
Christmas Week: December 22nd, 23rd, 24th, 25th, 26th and 27th
July 4th: Melissa’s Mutt Hutt does NOT walk dogs on July 4th for the safety of the animals and our staff. July 4th is the most dangerous day of the year for dogs. All scheduled walks are cancelled on July 4th and dogs on pet sits or boards will be taken out only to relieve themselves. Exercise and playtime will be done inside the home or secured yard.
Key Policy
All clients must have a Key Pad entry or use a Lock Box to store your home key for MMH services. The lock box code and location will be set by the client. Each lock box is $32.50, or you must provide us with your own box or keypad code for access. If there is no lock box for pet sits and boards a key pick up & drop off fee is applied for $20.00/each. Melissa’s Mutt Hutt and Cat Shack is not responsible for any lost keys when a lock box or keypad is unavailable.
Payment Policy
Melissa’s Mutt Hutt accepts Venmo, Cash App, Zelle, Visa, Discover Card, American Express, MasterCard and personal checks (only for pre paid discounted dog walking booklets) All services booked using a credit card incur a 3.3% processing fee.
All MMH clients must have a current valid Credit or Debit card on file before any services begin. Card information is blocked once entered and saved into our software. If using Venmo please provide us with your handle/username in order for us to send you a request. We will invoice you electronically for all services. MMH has a strict 24-hour cancellation policy. Cancellations must be sent before 24 hours in order to receive a credit, which will be applied to future services.
Credit cards on file are charged every Thursday before the following week's services. Payment is due at time of receipt for Venmo.
Pre Paid Booklets: All Pre Paid discounted dog walking booklets are non refundable, incur a 3.3% charge if credit card is used for payment, and must be used within 1 year of purchase. These booklets cannot be redeemed for any services other than dog walks.
On Call Dog Walking: The client will be billed and charged at time of booking. Medications and Holidays incur an additional fee.
Additional cleaning fees for dog boards will be applied if your pet has accidents that cannot be simply cleaned (i.e. rug cleaning, furniture, bedding). Please advise us if you pet(s) are not 100% potty trained.
No services will be performed without payment. There will be a $25.00 late fee applied if payment is not received within 3 days before services begin as an administrative debt collection fee. Melissa’s Mutt Hutt reserves the right to cancel services if payment is not received 3 days before services begin.
rain policy
MMH walks in rain or shine, as we are very fortunate to live in Los Angeles, where rain only occurs approximately 16-18 days total a year (in Jan, Feb and March, with the most days in February) and no more than 7-9 days of HEAVY torrential "flash flood" like rain conditions per year. Los Angeles' total average rainfall per year is only 14.25 inches. Next to San Diego, we have the lowest rainfall in the entire United States. Heavy rain has been so unusual in Los Angeles up to now, that with the recent increase, we wanted to re-inform all our clients about our Rain Policies and Procedures.
Light rainfall is considered less than 1/10th of an inch per hour, moderate rainfall is less than 1/4 of an inch per hour, and heavy rainfall is more than 1/2 an inch of rain per hour. MMH does do full walks in the light and moderate rain, but only offers "relief walks" on those 7-9 days of torrential rain, or "flash flood" warning rain days and uses the rest of the time to play time indoors; or, makes up the left over time on a future walk (noted in TTP notes); or, MMH may move the time of the walk time on those days to when there is a clear sky opening.
On the 8-11 light and moderate rain days, MMH still does our full dog walks, with an umbrella, or rain poncho, and asks our clients to please leave at least 2 towels for us by the front door to help dry ourselves, and your dog off after those walks. However, if we are walking and your dog seems very uncomfortable (especially small dogs and companion breeds) and HATES to walk in the rain, or the weather turns on us, and we no longer feel safe walking, we will walk only as much as we are able (or their pet will allow) and use the rest of the time to play time indoors; or, make up the left over time on a future walk (noting that in TTP notes); or, MMH may move the time of the walk time on those days to when there is a clear sky openings.
On the 7-9 days per year of "Torrential Rains" or "Emergency Alerts" with "Flash Flood" like rain conditions. MMH can only provide "relief walks" during flash floods, and asks you please leave at least 2 towels for us by the front door to help dry ourselves, and your dog off after those walks. Our protocol for severely adverse weather is to provide a 15 minute potty break, followed by an in-home towel dry, and play time indoors for the remainder of the time you have booked; or to make up the left over time on a future walk, which will be noted in TTP. IF you happen to work from home, or are able to skip the walks on "Flash Flood" days, than MMH would prefer to skip those horrific days, as it is both unpleasant for your pets and dangerous for our staff to drive and walk in. We are now asking our Clients to inform Scheduling or Administration at MMH as soon as you know about the impending hazards, to advise us on how you wish to proceed. The only time MMH Management will reach out to cancel with you is during "flash flood" warnings, if a walk in surrounding areas have experienced flooding or landslides which would prevent safe travel to and from your home, or if our staff reach out to us to let us know the conditions in their area are unsafe to travel and or walk in.
How you can assist us is to tell our Management in advance of any days you know you wish to skip, if you would like to cancel walks automatically in certain conditions and most importantly that you cannot cancel or add a service DIRECTLY with your Mutt Hutter, as they have no access to their Time To Pet Calendar (only Management does), and it creates lots of extra work and headaches for the Office otherwise. All clients must contact scheduling@melissasmutthutt.com; or, text our scheduling phone number at: (213) 770-2363; or: make a cancellation request through the Time To Pet system, or lastly reach out by email to: admin@melissasmutthutt.com. All cancellations through the Office will be honored and uncharged by MMH. We hope that this will prevent confusion between clients, Mutt Hutters, and scheduling regarding services, and sincerely thank you for your help with this weird new stormy weather.
Melissa's Mutt Hutt DOES walk in the rain or shine, but on "Heat Advisory" days (defined as days that are 86 degrees or higher and occur no more than 10-12 days a year) we advise all clients that asphalt temperature can reach 135 degrees or more and it may be too hot for your dog to safely walk outdoors for the full amount of time the walk has been booked for. This is especially true for dual coated breeds, puppies or flat faced breed such as, French Bulldogs, English Bulldogs, Pugs or Boston Terriers. Mutt Hutters will be walking your dog(s) at a much as possible, while taking multiple breaks in the shade, under trees for rest and water breaks as needed. Walks may be abbreviated with the time made up at a later date when it is cooler outside, or the walk times may be adjusted to earlier or later (the hottest times of day are between 10am and 2pm) on those days, should the temperature lower. This information will be provided to you in your Time to Pet (TTP) notes from MMH.
Dogs have a higher average body temperature than people (101-102.5 degrees Fahrenheit) and a reduced ability to decrease their body heat, as they cool down through their paws and by panting. Thus, it is especially important that any time MMH or you walk your dog(s) outdoors in the summer months, that we each keep an eye out for their paw health AND for signs of overheating, heat stroke, and sunburn and MMH will note any of these signs in TTP, or in case of an emergency, the Office will reach out to you if an urgent Vet visit is required. If you encounter any of these issues with your pets on your own walks, please advise MMH, so that we can adjust the walks accordingly.
While dogs can build up some tolerance to heat/cold conditions on their paws, pavement temperatures that are too hot can lead to burns and other injuries. This is especially true if the pavement, or artificial grass hasn't had an opportunity to cool down in between the hotter spells. The general rule of thumb is: if the ground is too hot for you to comfortably hold your hand on for the count of 10, it’s too hot for your dog’s paws. Alternatively, if you think the pavement would burn your feet, it will burn their paws.
MMH loves a product called "Mushers Paw Protection Balm" easily found online (Paw Protection Balm) and if you provide this product for your Mutt Hutter, they will be happy to apply it. This balm helps offer additional protection against the hot pavement. Massaging your dog’s pads with this product creates a barrier reducing heat for up to an hour. We also suggest placing a wet hand towel in your freezer with a ladies claw hair clip, and we will take the towel out of the freezer after the walk and clip it around your dog's core with the clip holding the towel for 15-20 min, which is the FASTEST way to bring their core body temperature down if you or we are concerned your dog is overheating.
Our staff are asked to carry a minimum of two water bottles, one for each dog of yours they will be walking and one for themself. They are also encouraged to ask permission to refill their water bottles with ice and water at the end of our walks.
If you feel it is too hot for your dog to walk, please contact our Scheduling Department at: scheduling@melissasmutthutt.com; or, text our Scheduling phone number at: (213) 770-2363. Alternatively, you can make a cancellation request through the Time To Pet system with 24 hours notice. Walks that provide 24 hour or more cancellation will not be charged. Please make sure to contact Scheduling regarding changes to your services as your Mutt Hutter is NOT able to make calendar revisions and/or cancellations (only the Scheduling department handles these requests) and asking them to tell the office is not part of their responsibilities.
Heat policy
CANCELLATION POLICY
Pet Sitting/Boarding
Melissa’s Mutt Hutt has a 72 hour cancellation policy. If a cancellation is given with less than 72 hour notice then there will be a 50% surcharge. All holiday bookings are non-refundable. A Consultation Fee may be applied to canceled services. In case of major illness or hospitalization, charges will be waived with proof.
Daily Dog Walking
Melissa’s Mutt Hutt has a 24- hour cancellation policy. Please notify us of a cancellation by email at scheduling@melissasmutthutt.com with at least 24 hours notice or the full service fee will be applied.
Note: MMH does walk in the rain, and we need 24 hours notice if you would like to cancel a walk or you will be charged. For New Client Consultations, Our services are guaranteed (if you are not satisfied, you do not pay) and daily detailed notes will be made by our trained staff.