ZONE Pet Care

ZONE Pet Care

Customer Service Policies

Good care starts with clear expectations. Here’s how we work together to keep your pets comfortable, your home secure and everyone informed.

Financial terms are proposed, not binding

Cancellation fees, holiday surcharges and deposits are not effective unless individually confirmed with you for new bookings. They never apply retroactively. Reading this page or sending an inquiry is not consent.

Arranging care, neighbor to neighbor

Sending an inquiry does not reserve dates or confirm service. ZONE personally follows up to confirm availability, the care plan and your individual quote before care is arranged.

  • Typical care hours are 7:00 AM–8:00 PM Central Time. Any overnight arrangements are discussed separately.
  • Arrival times use flexible windows agreed with you, rather than an exact guaranteed minute. Please tell us about time-sensitive needs in advance.
  • At least 3 hours’ advance notice is preferred. Short-notice requests depend on availability and are not guaranteed.
  • We serve Canyon Falls, Northlake and Argyle. Your location and service coverage are subject to personal confirmation.

Before we arrive

Please share accurate, up-to-date information and let us know whenever something changes:

  • Secure access instructions, keys or entry codes, alarms, gates and any areas that are off limits. Share sensitive access details directly during follow-up.
  • Each pet’s routine, health conditions, allergies, medications and any recent illness or injury.
  • Behavioral concerns, bite history, aggression, anxiety, escape tendencies, triggers and interactions with people or other animals.
  • A reachable owner, emergency contact and your veterinarian’s contact information.
  • Any cameras or recording devices, and any other people who will be in or entering the home during care.

Safe, comfortable care

Dogs are walked on a secure leash with properly fitted equipment. Please provide suitable equipment and tell us about any fit or handling concerns. We do not take dogs to dog parks.

Heat, cold, storms and unsafe conditions may mean changing a route, shortening outdoor time or substituting safe indoor care. We’ll communicate any necessary changes with your pet’s safety in mind.

Medication is given only according to instructions separately agreed with ZONE. Please provide clear directions and disclose any special handling needs; medication support must be confirmed before care.

Pet Care Risks and Responsibilities

Even with thoughtful care and reasonable precautions, pet care involves risks. These may include:

  • Pet injury, illness or death.
  • Pet escape, disappearance or loss.
  • Harm to other animals.
  • Bites or other injury to people, including caregivers and neighbors.
  • Complications or worsening of preexisting medical or behavioral conditions.

Customers must disclose relevant known risks and provide accurate instructions so we can decide together whether the requested care is appropriate.

Nothing on this page waives your legal rights or excludes ZONE’s liability under applicable law.

Emergencies and backup care

If a concern or emergency arises, ZONE will notify the owner or designated emergency contact. Seeking veterinary assistance on your behalf requires separately obtained, express veterinary authorization; submitting an inquiry or reading these policies does not give that authorization.

Before service, we’ll request separate affirmative veterinary consent covering the agreed instructions. Owners are responsible for authorized veterinary and related costs, subject to applicable law. This page does not authorize treatment or costs by itself.

If illness, an emergency or another unexpected event affects your caregiver, ZONE will contact you about a suitable substitute or emergency backup arrangement. Any planned substitution, access sharing and care instructions will be discussed with you; backup availability is not guaranteed.

Proposed — confirmed individually in your quote

Cancellation, holidays and deposits

These are proposed financial terms, not binding policies or public service prices. They are not effective unless individually confirmed with you in your quote for new bookings.

Proposed cancellation terms
At least 24 hours’ notice: no cancellation charge. Less than 24 hours but at least 12 hours: 50% of the quoted charge for canceled care. Less than 12 hours: 100% of the quoted charge for canceled care. The quote will confirm how notice is measured.
Proposed holiday surcharge
15%, if applicable and confirmed in your quote. Holiday dates and the charge to which the surcharge applies will be identified in that quote; no holiday definition is established here.
Proposed deposits
25% for care booked across 3 or more consecutive days; 50% for holiday care. Your quote will confirm the applicable deposit, including any overlap, payment timing and refund or cancellation treatment. No nonrefundable deposit condition is established here.

Any individually confirmed financial terms apply only to NEW bookings, from the effective date confirmed with you. This page sets no effective date and imposes no fees by itself. These terms never apply retroactively to existing bookings or arrangements.