Frequently Asked Questions

Founded in 2018, Pack Leaders ATL has built a strong reputation as one of Atlanta’s most trusted professional pet care providers. We are fully licensed, insured, and bonded, and proudly local. Every member of our team is thoroughly vetted and professionally trained to ensure your pets receive exceptional care.

Our personalized Pet Concierge services include dog walking, pet sitting, grooming, pet taxi, and professional dog training. Each service is tailored to your pet’s unique needs and routine, helping them stay happy, healthy, and well-behaved while you’re away or at home.

We are open daily 8am-8pm, 365 days/year, including all holidays.

Walks before 8am, and after 8PM must be scheduled in advance, and are subject to a $15 Surcharge.

Our office may be contacted 8am-8pm Monday-Friday, and 8am-7pm on Saturday and Sunday.

Absolutely! Every Pack Leader has advanced through a rigorous interview and screening process, and passed a criminal background check.

Once hired, our new team members undergo a challenging Month-long training program that includes 30-40 hours of hands-on training, learning modules, tests, Pet CPR training, and more.

Unlike other pet care companies, we hire employees, not freelancers or indepenedent contractors. By doing so, we uphold a quality standard of service for every service. We work with expeiernced team members who view their time with Pack Leaders ATL as part of their career path.

With Pack Leaders ATL, you will have a dedicated Pet Concierge team for your pets 24/7, 365 days of the year.

Put your mind at ease knowing that you have a Pet Concierge team that is consistent, trustworthy, and there when you need them.

There is a $15 surcharge for dog walking and pet sitting services taking place on the holidays below.

Our Holidays are as follows:

• New Years Eve & New Years Day

• Easter Weekend (Friday night, Saturday & Sunday)

• Memorial Day Weekend (Friday night, Saturday, Sunday, and Monday)

• 4th of July,

• Labor Day Weekend

• Thanksgiving (Wednesday through Sunday),

• Christmas/Winter Holiday (December 22nd-December 28th)

• All holidays that fall on a weekend incur a holiday fee for the full weekend (Friday-Sunday)

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

There is a $5 surcharge for all services outside of our 5-mile radius. After 5 miles for any service, there is an additional fee of $1 per additional mile.

For Pet Parents outside of our 5 mile raidus, submit a Meet and Greet Request and we will review your location and requestsed services.

Our Cancellation Policy was made out of respect to our clients whose services we must turn down and our Pack Leaders who have reserved their schedule for your services in leiu of other other services and plans.

Dog Walks and Pet Sitting Visits (Non-Holiday)

• Non-Holiday Dog Walks and Pet Sitting Visits can be canceled free of charge up to 8pm the day before the scheduled time.

• Cancellations made after 8pm the day before a scheduled appointment time are subject to the full cost of the visit or redemption of the visit if it is on a service package.

Dog Walks and Pet Sitting Visits (Holiday)

- Cancellations made 14 days or more before scheduled service are subject to a 25% Cancellation Fee.

- Cancellations made within 14 days of service are subject to a 50% cancellation fee

- Visits canceled within 7 days of the visit are non-refundable; no refunds or credits will be issued.

Overnight Services (Boardings and Overnight Sittings - Non-Holiday)

• Cancellations made 14 days or more before scheduled service are subject to a $50 fee.

• Cancellations made within 14 days of service are subject to 50% fee of the service total.

• Cancellations made within 7 days to the service are subject to 100% cancellation fee.

• Cancellations after the service has begun are subject to the full service fee for the days already serviced and yet to be serviced.

Overnight Services (Boardings and Overnight Sittings - Holiday)

• Overnight Services on Holidays canceled after booking are subject to a 50% Cancellation Fee.

• Overnight Services on Holidays canceled within 14 days of the service are subject to a 100% Service Fee.

• Overnight Services Cancelled within 21 days of service during Thanksgiving, Christmas/Winter, and New Years holidays are subject to a 100% cancellation fee.

While we prefer to receive service requests 1-2 days in advance, we also understand that unexpected situations occur. Simply submit your service request in the mobile app or web portal and our team will do our best to accomodate your needs. We only ask that Pet Parents be understanding and flexible when requesting last-minute or On-Demand services.

Once you're ready to join, you'll fill out our New Client form and schedule your free Meet and Greet. At the Meet and Greet, you will meet the Pack Leaders who will be caring for your pet(s). This will include one or two designated Pet Care Professionals, and a member of our Management team. Additional Meet and Greets are $25

Great Info to discuss in the Meet and Greet Includes:

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

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

  • Please be prepared to give a copy of your home key to our Pack Leader staff during the Meet and Greet.

• Parking Instructions (For Apartments, High Rises, etc.)

• Location of Pet Supplies and Cleaning Supplies

• Frequency of communication during Sittings, wifi access, special requests, etc.

• And any questions you may have.

 All of our employees are insured, bonded, have passed multiple background checks, criminal history screenings, and have signed an Non-Disclosure Agreement.

Aditionally, when our keys are not with a staff member, they are safely stored in a security-coded lockbox. All keys are descretely tagged and coded in a way to protect your home and privacy. And all entry/security codes are stored behind encrypted software.

We also understand many Pet Parents have security cameras, so we are not camera shy. However, while cameras inside and outside the home are acceptable, we require that no cameras be in bathrooms, the bedroom, or other private areas where one of our Pet Care Professionals has reasonable expectation of privacy during their visit or overnight stay.

Pack Leaders ATL requires two copies of your house key so that we may always keep one locked away in the office in case of emergencies.

If you have a key on file with your Concierge or Leasing Office, we will only require a single copy. This allows Pack Leaders ATL to have a key on file in case your Concierge or Leasing Office loses your key (We've seen it happen many times).

We understand Residence Communities with entry fobs often limit the number of fobs they give each resident, so in this case we require a Key Release.

Key Release: All Pet Parents in Residence Communities with secured access are required to file a Key Release with the Concierge or Leasing Office for Pack Leaders ATL. We ask that you write "Pack Leaders ATL" on your Key Release form instead of the name of a single Pack Leader. This is important because while we mostly assign 2-4 designated Pack Leaders per client, we do not guarantee the same Pack Leader each time you request a service. In most cases, each Pack Leader is introduced to your pets before their first solo visit.

Meet our awesome Pack Leaders HERE

To ensure the safety and accessibility of your home and pets during our visits, Pack Leaders ATL requires a reliable method of entry onsite. Our lockbox policy ensures that services run smoothly and securely if keyless entry is not available.

• Cost: Clients may provide their own lockbox. The cost of Pack Leaders ATL providing a Lockbox is $20.

• We request that you do not share your lockbox code with anyone outside of Pack Leaders ATL.

• Access Issues: If access is denied due to a missing, damaged, or inaccessible lockbox, the scheduled service may be canceled, and a full service fee may apply.

• Access Changes: Clients are responsible for notifying Pack Leaders ATL immediately if there are changes to their lockbox or home access arrangements.

• Liability: Pack Leaders ATL is not responsible for lost or stolen lockboxes. We recommend placing them in discreet and secure locations.

• Pack Leaders ATL is not responsible for third-party entry, theft, or damages to your property or home if you share your lockbox code or leave your keys unsecured in a hiding spot.

First, your Pack Leader will arrive. They will enter your home and check in on their mobile app. The entry and departure time of every service is GPS tracked for your peace of mind. They will greet your pets and follow any directions you have given.

Please note that our visits are timed from the moment we enter your home to the time we leave your home. Thus, durations include any time it takes to feed/refill water, cleanup after your pet, or do any other requested task.

Dog Walks

After the walk, they will bring your pup(s) back, follow your post-walk instructions, and check-out in their mobile app. You will immediately receive a Post-Visit Report in which you can follow along your pup's adventure with a GPS mapping of where they went, and personalized written report and break down of everything they did on the walk.

Cat Visits

During the service, your Cat Sitter will clean the litter boxes, replace dry and/or wet food, replenish water, administer medication (if needed), check for any messes, and spend the rest of the time caring for your cat(s).

At Pack Leaders ATL, we thrive on a culture of teamwork to provide the best experience possible for you and your pets. Our staff members all complete standardized training to ensure consistency of service, and are constantly communicating with one another to pass important information along.

We also constantly review and update your information in our Pet Conceierge Software. So rest assure that our quality of service will be consistent with all of our trained Pet Care Professionals.

While we do not guarantee the same Pack Leader for every visit, typically no Pack Leader will care for your pet without having been introduced to your pet first. For clients who book infrequently, it is more likely that you may be assigned a different Pack Leader depending on scheduling and availability.

In some cases, such as emergencies, we will notify the pet parent if a new Pack Leader must be dispatched for the visit.