FAQ

Is Pack Leaders ATL Insured?

Yes, we are fully licensed with the city of Atlanta, and insured and bonded by Kennel Pro. Click Here to See the Details of Our Insurance Policy.

Are your employees background checked and trained?

Yes, each Pack Leader goes through a rigorous interview and screening process, including 2 background checks. Once hired, which only 5% make it, they undergo our proprietary training course to guarantee your pet receives only the best care.

What Are Your Business Hours?

Our normal operating hours are daily 8am-8pm.

We are open on all holidays, but holiday rates may apply.

There is a $5 surcharge for walks scheduled outside of normal business hours: 6-8am, and 8PM-11:30PM. For walks between 11:30PM and 6AM, please text us at 404-474-8367 for rates

What Are Your Holiday Rates?

There is a $5 surcharge for walks taking place on holidays.

There is a $10 surcharge per day for services that have at least one day that falls on a Holiday.

Our Holidays are as follows:

  • New Years Eve, New Years Day, Martin Luther King Jr. Day, the Super Bowl, Valentine’s Day, Easter Weekend, Memorial Day, 4th of July, Thanksgiving, Christmas & Christmas Eve

What is your Service Area?

We are currently servicing a 5 mile radius of Midtown. Regardless of location, we evaluate each client’s needs to make sure we can provide quality service before approving service requests.

Is There an Out of Service Area Surcharge?

Yes, there may be a $5 surcharge for walks outside of our service radius and $10 surcharge for services (sitting, concierge etc) outside of our service radius.

Please contact us if you have a question regarding our service radius.

Do You Schedule On-Demand walks?

Yes, but...we pride ourselves on the idea that we’re not like a Wag or Rover service for dogs, where multitudes of random dog walkers are walking your furry best friend. However, we do our best to have open availability for last minute requests. Our goal is to provide each Owner and Pup with their own Pack Leader - so you’ve met every person that enters your home and takes care of your pet. Because of this, we cannot guarantee that every last minute request can be accommodated at the requested time but we will do our best to get to your pup as soon as we can!

What Happens if My Pack Leader gets sick or is going to miss a day?

Once your Pack Leader has requested time off, we will provide a backup Pack Leader and ensure your pet receives the same quality care.

You will still receive communication & post-service reports from the same number you always receive them from.

How Do I meet my Pack Leader before my first service?

If you would like to schedule a 20 minute Meet and Greet with your Pack Leader or someone from our Alpha Team, you can request the service through the Client Portal/App. Please select your most preferred time slot, and include other availability in the notes.

What Info Should I Discuss at the Meet and Greet?

  • Important information to discuss in the Meet and Greet is

  • The Specific Needs of Your Dog (injuries, medications, habits, allergies, etc)

  • Entry & Key Instructions (How the Pack Leader Should enter your home and secure it upon leaving)

  • Parking Instructions

  • Your expectations and allowances for the Pack Leader (For Sittings)

  • Frequency of communication during Sittings, If Guests are permitted, wifi access, times to be present, etc.

  • Any concerns you may have

How Does my Pack Leader Access My Home?

We offer many flexible options

  • You may leave a key with your Pack Leader to hold onto

    • For this option we may request 2 keys; the additional one to keep in the office in case of emergencies/cover requests. All keys are stored in a lockbox.

    • You may grant Pack Leaders ATL key/fob access to your apartment/condo/highrise by asking your concierge/main office to perform a key release for Pack Leaders ATL

    • Using Pack Leaders ATL, instead of your Pack Leader’s individual name, allows for us to send a different Pack Leader/or Alpha Team member in case of emergencies/cover requests by your Pack Leader.

  • You may provide us with a gate and/or door code to gain entry to home.

    • We require that you enter this information on your profile

    • If a Pack Leader arrives, and the codes do not work/they cannot gain entry or reach you by phone, you will be charged the $10 cancellation fee

    • You may leave your key in a lockbox/secured area where the Pack Leader can retrieve it and place it back after the walk

    • We recommend lockboxes for your house key instead of hiding places. Pack Leaders ATL is not responsible for third-party entry, theft, or damages to your property or home if you leave your keys unsecured or in a hiding spot.

What Does a Typical Walk Look Like?

  • First, your Pack Leader will arrive.

  • They will enter your home, check in on their mobile app, follow any directions you have given them and take your pets on a walk.

  • After the walk, they will bring your pets back, follow your post walk instructions, and check-out.

  • Their trip details will be logged with their check-in and check-out time, a GPS mapping of where they went, and a personalized walk report.

Phone Example Walk (1).png

How Long Do You Walk My Pup?

Each walk begins when the Pack Leader leaves your home to start the walk, and ends when they leave your home.

Potty Breaks: Typically consists of at least 10 minutes of walking.

30 Minute Walks: Typically consists of at least 25 minutes of walking.

1 Hour Long Walks: Typically consists of at least 55 minutes of walking. 

What is Your Cancellation Policy?

Walks

You can cancel any walk FOR FREE up to an hour before the scheduled time

Cancellations within an hour of the scheduled appointment time are subject to a $10 fee to accommodate our Pack Leaders as they have adjusted their schedule specifically for your appointment and they may already be on the way.

Sittings

Cancellations made 7 days or more before scheduled service: FREE

Cancellations made within 7 days of of service are subject to: 25% fee of service total.

Cancellations made within 24 hours are subject to: 50% fee of service total.

Cancellations made after the service have begun are subject to the full price of the days already serviced, and 50% of the remaining service total.

This Cancellation Policy was made out of respect to our Pack Leaders who have created their schedule and possibly rejected other bookings to devote time for your services.

What Notifications Do I Receive during walks?

All Pack Leaders are trained to notify you when they arrive to your home.

Alpha Team will automatically be notified when your Pack Leader is late, and will reach out to you in case of an emergency or cover request.

Pack Leaders will notify you that your visit has been completed by sending a Post-Walk Report once your dog walk or pet sitting service is over. If you would like a text to notify you when your Pack Leader has begun a walk, please notify the Alpha Team (Management) or your individual pack leader.

How Do I Pay My Invoice?

Log into your account

Click on the Invoice Tab

Select the invoice you would like to pay, and click Pay This Invoice

Add a Tip! (Optional. Pack Leader receives full tip)

Select Tip Amount (Optional)

Complete Payment