Frequently Asked Questions

I'd love to work with Mint Leash Club, how do we get started?

We can't wait to meet you and your furry family! You can reach out to us by using the form on our Contact Us page. After we respond we'll send you our New Client Form so we can get to know more about your pet(s) and work with you to schedule a free Meet & Greet (M&G). We schedule a 30-minute M&G with each and every client before providing any services. The M&G must take place at your home, although the initial introductions can be at a neutral place if needed for the comfort of your pet, then moved to your home within the timeframe of the visit. If you need a longer visit or a 2nd M&G the time will be charged as a drop-in visit. Click here to Join the Club!

What is your "Limited Cell Phone" policy and why does it matter?

During walks with your dog, MLC sitters will never be on their cell phones for personal reasons – no calls, texting, web browsing, or social media. Cell phones may be used, when deemed in a safe situation to do so, to take a photo of your pet while out on a walk. Otherwise you’ll never see us with our phones out while walking your pup! This is important to us because we believe our attention needs to be 100% focused on your dog in order to keep them safe. We're always scanning for other dogs, people, squirrels, obstacles, you name it! Chicago streets are a very busy place and we would never compromise your dog's safety over a text message or baseball score.

Will you let my dog meet anyone while on a walk?

Nope! At MLC, we adhere to a strict “no interaction” policy when taking care of a your pet(s). Due to safety risks, we will never allow another person or animal to “greet” or physically interact with your pet while in our care. We also do not bring dogs to dog parks or other off leash areas. Even with the most perfectly behaved dog, we cannot guarantee every other dog present is as well behaved, and would never want anything to happen to a pet under our care.

What do you do in the event of bad weather?

We strive to provide the safest environment for your pet(s). Outdoor time will be limited during extreme weather for the safety of your pet and our sitters. This includes heat index of 90° or more, a wind chill of 20° or less, heavy rain, heavy snow, excessive ice, any thunder or lightening, hail, or an active severe weather warning. We will also work with you to determine what your pet(s) limits are to make sure they stay comfortable. If a walk needs to be cut short, the visit will focus on indoor play and activities for the duration of the booked time.

How do you access my home?

MLC must be able to access your property without relying on being remotely “buzzed in" or any other “in the moment” method. This often leads to communication issues and might result in delayed or curtailed services. Our preferred method is a lockbox on-site, or digital access via a keypad or app. You can also provide MLC with a labeled key at the Meet and Greet. If the building has a door person available at the time services are needed, keys may be left at the front desk. Please remember the start time of the service starts upon entering the property, including time waiting to retrieve keys.

I need my dog walked at exactly 10:47am each day, can you accommodate that?

Unfortunately no, but we'll try to get as close as possible! For walks and drop-ins exact arrival times are not guaranteed. We will guarantee arrival in a “window” of time either morning (8am-10:30am), midday (10:30am-2:30pm), later afternoon (2:30pm-5pm), or evening (5pm-8pm). We may be available outside these times but there is a surcharge and services are based on availability. We will work with each client to be able to get as close to a target time as possible within each window. For overnights we guarantee a 1 hour arrival/departure time window, based on what was agreed upon during the booking.

Do you take aggressive pets?

While we are capable of working with pets with reactivity issues, we cannot accommodate all pets and types of behaviors. We are excellent pet caretakers, but are not pet behaviorists or trainers. Any reactive or aggressive history should be discussed extensively at the Meet & Greet as to determine if we are a right fit for your pets needs. MLC has the right to refuse services with any pet that may pose a safety risk to themselves, other animals, or a sitter at any time before, after, or during a service. If services need to be cancelled or curtailed due to this, a refund for any unused services will be provided.

Are you available on holidays or weird hours?

Yes! A small surcharge will be added to services provided on major holidays (and holiday weekends where indicated), weekend drop-ins and walks, and during off hours. We believe in transparency, so our price list clearly indicates surcharges along with times that surcharges are in effect. Weekends are Sat-Sun and off hours are 8pm-8am. Only 1 surcharge applies at a time, so for example holiday weekends just get the holiday surcharge added, not the weekend one as well.

What are your holiday hours?

Glad you asked! Holiday rates are in effect during these major holidays and weekends:

· New Year’s Day

· MLK Weekend (Fri PM-Mon)

· President’s Day Weekend (Fri PM-Mon)

· Easter Weekend (Fri PM-Mon)

· Memorial Day Weekend (Fri PM-Mon)

· Independence Day (including day before and day after)

· Labor Day Weekend (Fri PM-Mon)

· Thanksgiving Weekend (Wed PM-Sun)

· Christmas Eve

· Christmas Day

· New Year’s Eve

What is your cancellation policy?

Bookings cancelled more than 7 days away from the start of services will receive a full refund. Any cancellation between 7 days and 24 hours of the service will receive a 50% refund. Cancellations made day of do not receive any refund.