Question 1

What does "in-home" actually mean?

Accepted Answer

We come to your house. Your dog stays in their own space, eats meals on their schedule, naps in their bed. We don't transport them anywhere.

Question 2

What kinds of dogs do you work with?

Accepted Answer

All of them. Puppies, seniors, social pups, shy ones, large breeds, small breeds. Every visit is tailored to the dog in front of us and yes, we have plenty of experience with reactive or anxious dogs too.

Question 3

Who will be handling my dog?

Accepted Answer

Each dog is matched with a primary walker who builds a relationship over time, plus two backup handlers for coverage. You'll meet all three at the meet and greet.

Question 4

What happens at the meet & greet?

Accepted Answer

It's free and takes 30 to 45 minutes. We come to your home, your dog meets us on neutral terms, we go over routines.

Question 5

How do I book?

Accepted Answer

Reserve your weekly walks on our Reserve page, or ask for a free meet and greet. We call or text within one business day. After that, you book visits in your client portal at app.embarkcanine.com.

Question 6

What's your cancellation policy?

Accepted Answer

Single visit: cancel 24 hours ahead or more and it is free. Under 24 hours, you pay the full visit price. Locked out, or the dog is not there: you pay the full visit price, unless we caused it. Trips (drop-in days and overnights): cancel 7 or more days before the first visit and it is free. $50 if you cancel 4 to 7 days before. Under 4 days, it is $100 or 50% of the booking, whichever is more. A trip that touches a holiday, cancelled under 7 days: 50% of the booking, or the normal trip fee if that is higher. Dropping days off a trip inside these windows counts as cancelling those days. Plan walk: cancel 24 hours ahead or more and it becomes a credit. Under 24 hours, you pay for that walk. A credit is worth what you paid for that walk. Spend it on a later walk, or put it toward any other service. It lasts 8 weeks and is never paid back as cash. Training: move a session 24 hours ahead or more at no charge. Under 24 hours, you pay for the session.

Question 7

What if I need a walk last minute?

Accepted Answer

We take them when we can. A visit requested with less than 24 hours' notice carries a $10 last-minute fee per visit, and a drop-in day or overnight requested under 48 hours is $10 per day. Clients with reserved walks pay no fee to add a walk.

Question 8

How many visits are in a full day or an overnight?

Accepted Answer

We never leave a dog alone for more than 5 hours. A full day of drop-ins is 4 visits, $120. An overnight has a sitter in your home from 8pm to 8am, which covers dinner, breakfast and the evening and morning walks, plus 2 midday visits in between: $145 per night. Single drop-ins are $30 each when you need fewer.

Question 9

How do reserved weekly walks work?

Accepted Answer

Hold the same time and the same walker every week. Single walks are booked around reserved spots. Pick a plan. Pick at least 2 walks a week. Set the same days every week, or pick different days each week by Friday at 5pm for the next week. Who is booked first? Reserved walks on set days come first. Reserved walks with different days each week come next. Single walks fill the open spots. The same walker comes each week. You pay each week for the walks you get. For 30-minute walks: month-to-month is $30 per walk, 6-month is $29 per walk, 12-month is $28 per walk. Longer plans lock your rate. A 6-month plan has 2 weeks off built in. A 12-month plan has 4 weeks off built in. Weeks off need 7 days' notice and push the end date back. Need more weeks off, or on month-to-month? Cancel that week's walks 24 hours ahead and they become credits. When your plan ends, it rolls on month to month at the current rate. Reserve yours on our Reserve page.

Question 10

Do I get a better rate for more walks?

Accepted Answer

The plan length sets your price, not the number of walks. More walks a week do earn perks. 2 to 3 walks a week: the same walker every time, no last-minute fee when you add a walk. 4 walks a week: the same walker every time, no last-minute fee when you add a walk, no holiday fees. 5 or more walks a week: the same walker every time, no last-minute fee when you add a walk, no holiday fees, one free 30-minute walk every month. Park visits and extra dogs are never discounted.

Question 11

What happens if I cancel a walk plan early?

Accepted Answer

You can cancel. The walks you already took are billed again at the rate of the longest plan you did finish. Cancel a 12-month plan after 7 months, and those walks are rebilled at the 6-month rate ($29 instead of $28 per 30-minute walk). Cancel a 6-month plan early and they are rebilled at the month-to-month rate ($30). Month-to-month plans cancel with 7 days' notice and nothing is rebilled. Walks you cancel with 24 hours' notice become credits. A credit is worth what you paid for the walk and can go toward any service. Credits are good for 8 weeks, even after a plan stops.

Question 12

Can I pick the park?

Accepted Answer

Yes. Name any park within 15 minutes' drive of your home when you book. A park visit is $60 for 60 minutes door to door, including the drive, or $75 for 90.

Question 13

Can my dog ride in the walker's car?

Accepted Answer

On a park visit, yes: in a harness with a seatbelt tether, one household per trip and at most 2 dogs. You accept the transport waiver once, at your first park booking, and it covers every park visit after.

Question 14

Do you charge extra for multiple dogs or holidays?

Accepted Answer

Yes. Additional dogs are $5 per visit per dog, and visits on holidays are $15 extra per visit. Both are added to the base rate for that visit, whether it's a walk, a drop-in, or an overnight.

Question 15

How do training packages work?

Accepted Answer

Training is $80 per hour, and packages bring the per-session rate down: a 3-session package is $225 ($75 each), a 6-session package is $420 ($70 each), a 10-session package is $650 ($65 each). Sessions are valid for 12 months from purchase and are non-transferable. Each package covers one dog; a second dog in the same session is the standard $5 extra-dog fee. Reschedule with 24 hours' notice. All of it is positive reinforcement based.

Question 16

What happens if the kickoff evaluation isn't a fit?

Accepted Answer

The kickoff is where we both decide. We meet you and your dog, go through the Social Neutrality Program, and confirm it's right for your dog. Either of us can decide not to continue. The $65 deposit is non-refundable, you keep the workbook, and no balance is invoiced.

Question 17

What does the program deposit cover?

Accepted Answer

The $65 deposit is your $15 workbook, available instantly, plus $50 for the kickoff evaluation. If we go forward, the $335 balance is invoiced after the kickoff and is due before session 1, for a program total of $400.

Question 18

Can I buy the workbook without the program?

Accepted Answer

Yes. The workbook on its own is $15, tax included, as an instant download you keep. It's the same program we run in person, written so you can work it yourself.

Question 19

Are you bonded and insured?

Accepted Answer

Yes, fully bonded, insured, and pet first-aid certified. We can share documentation on request.

Question 20

What areas do you serve?

Accepted Answer

Homes within 10 miles of Penfield, NY. That covers Penfield, Fairport, East Rochester, Webster, Pittsford, Brighton, Irondequoit, Rochester (east side and downtown), Macedon, Walworth and Ontario. Same prices everywhere, no travel fee. Reserved walks are for this area only. Type your ZIP on our Reserve page and it tells you right away. Outside the area? Leave your info. We will review your request and make a decision.

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