FAQs

Frequently Asked, Honestly Answered!

The Active Furiends team is made up of passionate, trained, and experienced pet professionals who treat your pets like family. Each team member brings a deep love for animals and a commitment to their well-being, whether it’s through dog walking, training, pet sitting, or playtime.

We prioritize safety and trust – every team member is carefully vetted with background checks, trained in handling pets of all temperaments, and many are certified in pet first aid. We’re also fully insured, so you can feel confident knowing your furry companion is in reliable, compassionate hands every step of the way.

Yes, we offer a complimentary meet-and-greet so you and your pet can get to know your caregiver beforehand and ensure a good match.

Our client portal, powered by the Scout app, is your all-in-one hub for managing your pet’s care with Active Furiends! Through the app/web browser, you can easily schedule services, receive real-time updates about your pet’s visit.

You’ll get:

  • Reports with notes, photos, and potty updates

  • Seamless booking and cancellation of services

  • Secure payment processing (credit card or e-transfer)

  • A detailed service history with invoice every Tuesday

  • Access to your pet’s care instructions and preferences

Scout helps us stay connected and transparent, so you always know how your family member is doing, even when you’re away.

You can book through our client portal, powered by the Scout app/browser. Once you’re set up, you’ll be able to schedule services, view updates, receive report cards, and communicate with your pet care provider all in one place. You will receive an activation email for first time users – which may end up in your junk box, so it’s important to check there. 

Weekly invoices for our dog walking, drop-in, pet sitting, and house sitting services are sent via email every Tuesday. These invoices include the dates and a detailed breakdown of the services scheduled, along with GST and a credit card convenience fee if paying by card. The convenience fee is subtracted from the invoice if you choose a different form of payment. If the invoice is not paid, a reminder email will be sent three days later.

For pet sitting and house sitting services that extend beyond two weeks, invoices may be sent later, with a complete charge issued at the end of the stay rather than weekly. This ensures a consolidated billing process for longer stays.

If you have any specific billing questions or concerns, please feel free to reach out, and we’ll be happy to assist you.

  • Cancellations made 24 hours or more before the scheduled pet service will not incur any fees.
  • Cancellations made less than 24 hours but more than 12 hours before the scheduled pet service will be subject to a 50% cancellation fee based on the service fee.
  • Cancellations made 12 hours or less before the scheduled pet service will be charged the full price of the service.

We understand that unforeseen circumstances can arise, but please notify us as early as possible to avoid cancellation fees. Your pets’ well-being is our top priority, and we appreciate your understanding of our cancellation policy.

We apply a last-minute booking fee for services scheduled within 12 hours of the requested time. This fee is half of the service cost for all services, except for house sitting and dog boarding, where the last-minute fee will only apply to the first day of the stay rather than the full duration. 

Our flexible and accommodating approach ensures that we can meet your needs on short notice while maintaining the high-quality care your pets deserve. Whether you suddenly need a pet sitter, dog walk, or any other service, we understand that life can be unpredictable. Don’t hesitate to reach out and enjoy the peace of mind that comes with knowing your pets are in good hands, even with last-minute arrangements.

If you have any questions or need further clarification regarding last-minute bookings, feel free to contact us.

We do offer an additional set of discounts and packages for our house sitting and pet boarding services. If you’re interested in these, please visit our website or contact us for more details.

We apply holiday rates to all our services, including walks, drop-in visits, house sitting, and pet boarding. If any of these services fall on a holiday, there will be an additional charge. For house sitting and pet boarding stays during holidays, an additional $10 per day will be added on top of the base rate. For dog walks, drop-in visits, or any other services on a holiday, an additional $8 charge will be applied. Our goal is to provide the best care for your pets during holidays when our team is working to ensure they receive the attention and care they deserve.

Upcoming Holiday Dates:

  • May 16-19, 2025
  • Jun 27 – Jul 1, 2025
  • Aug 1-4, 2025
  • Aug 29, 2025 – Sep 1, 2025
  • Oct 10-13, 2025
  • Nov 7-10, 2025
  • Dec 20, 2025 – Jan 1, 2026
  • Apr 17-20, 2026
  • May 15-18, 2026
  • Jun 26 – Jul 1, 2026
  • Jul 31, 2026 – Aug 3, 2026
  • Sep 4-7, 2026
  • Oct 9-12, 2026
  • Nov 6-9, 2026
  • Dec 19, 2026 – Jan 1, 2027

If you have any questions about these charges or the holiday dates, please don’t hesitate to reach out.

As you know, extreme weather conditions pose certain challenges for both us and your pets. For safety reasons, we reserve the right to shorten walks if weather conditions such as heavy snowfall, extreme cold, excessive heat, or poor air quality due to wildfires make it unsafe for both the dogs and ourselves to stay outside for the full duration of the walk.

Please rest assured that your pets’ well-being is our top priority. Your dog will always get a potty break outside regardless of the weather, but in the event that a walk is cut short due to adverse conditions, we will spend the remaining time indoors engaging your pet in mentally stimulating activities. This could include interactive indoor games, puzzle toys, lots of pets and belly rubs, and positive reinforcement training, ensuring that your pet receives the mental exercise they need to stay happy and healthy.

Severe weather can also bring potential traffic delays. We want to highlight that we cannot guarantee specific walk times as traffic conditions may affect the scheduled time of the walk.

Questions?

Whether you’re curious to find out more, book an appointment for a complimentary meet and greet, or any other questions, we’re here to help you.

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