HouseBroken

Serving NYC Pets Since 2001

What workplace procedures do you have in place for COVID-19?

Currently, we are taking several precautions to ensure that our employees and clients continue to be safe. We utilize a non-contact thermometer to take employees' temperatures and require our employees to wear face coverings. We also require our employees to wash their hands frequently, and we provide them with hand sanitizer, gloves and extra leashes. Our staff will not leave physical notes in your home, and instead will leave a note electronically via LeashTime. We will try our best to limit the number of different walkers/sitters that enter your home on a regular basis.


How do I schedule your services?

If you are already a HouseBroken client, we encourage you to login to your LeashTime account and schedule your own services. You can also email us at Pets@HouseBrokenNY.com, or call our office at 718.622.0600. Regardless of which method you use, you must receive an email confirmation that we have received your request and that your pet has been scheduled for the walk or visit. If you have not received a confirmation, do not assume that your pet will receive a walk or visit.


Why am I being charged sales tax?

Pet care services in New York are subject to 8.875% sales tax.


What days will accrue a "holiday" surcharge?

The following holidays have a $10 surcharge: New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve and Christmas Day.

The following holidays have a $5 surcharge: Martin Luther King Day, Presidents' Day, Easter Sunday, Columbus Day and Veterans Day.


How do I make a payment, and what forms of payment do you accept?

Although we can accept checks, Zelle and Venmo, all clients must provide a valid credit card (Visa, MasterCard, American Express or Discover), and be enrolled in our weekly or bi-weekly automatic debit plan before we will begin performing services. You can always view your current account balance and update or change your credit card information on file by logging into your LeashTime account.

The critical pieces of information associated with your credit card (i.e., the credit card number and the security code) are encrypted before being stored in Leash Time.  These numbers are only decrypted when a credit card transaction is performed.  Credit card numbers and security codes are never revealed to HouseBroken or LeashTime staff, and are never even stored in LeashTime's database.  Instead, a three-step process is used to pass the credit card information directly to the gateway/credit card processing company so that LeashTime's server never sees it.

Unfortunately, we are unable to maintain account balances of more that two weeks worth of services at a time, and your services may be suspended if we cannot debit your credit card.


Can my dog be walked at a specific time?

For all dog walks, we require a  2-hour window around your preferred walk time. Solo walks and same day requests may not be available during peak walking times (i.e., between 12pm and 3pm) and may require a 3-hour window. Walks on weekends and holidays, and walks performed for clients who only provide HouseBroken with one complete set of their keys, may also be subject to restrictions on walk times. For puppy visits and dogs with special medical needs, we will attempt to narrow the window to approximately one hour around your preferred walk time.


Will the same person walk my dog each day?

We generally assign one primary dog walker per route, and two secondary dog walkers per route. However, we cannot guarantee that the same dog walker will be walking your dog each day. It should also be noted that for clients without a repeating dog walking schedule and for clients with same day requests, we may not be able to accommodate your preference for a specific dog walker. Also, please note that it is not feasible for us to guarantee you are only assigned gender-specific dog walkers (e.g., you only want female walkers). We do understand that some dogs may react in a more positive manner for certain genders and we will try our best to accommodate your requests when we can.


How much time will my dog be outside during a walk?

Our walks begin as soon as we enter your apartment and end when we leave your apartment. If we have to obtain keys from a doorman, the walk will begin when we ask the doorman for your keys. Please note that any time spent putting on coats/booties, feeding, medicating, trying to open a problematic door/lock, trying to leash a timid dog, cleaning up accidents, etc. becomes part of the walk duration.


How is my dog walk affected during inclement weather?

Walks during inclement weather may be shortened in duration at the discretion of the dog walker and or a HouseBroken manager. Shortening could be due to safety concerns (e.g., high winds, thunderstorms, extreme hot or cold temperatures) or other reasons (e.g., your dog won't walk when it is raining). We will do our best to get you dog to go potty before taking him/her back inside, and of course all changes in duration will be reflected in your final bill.

In addition, during impending storm events, HouseBroken will stay open and operational as long as New York City keeps public schools open. If the City determines it is necessary to close schools, HouseBroken will also close.


 

Can you let my dog off-leash in a park or a dog run?

Even with your permission, we will not let your dog off-leash for safety reasons.


 

What types of small animals have you cared for in the past?

We have cared for rabbits, fish, iguanas, guinea pigs, rats, snakes, tortoises, and birds.


Why do you need two sets of keys to my home?

We require two complete sets of keys (i.e., all building keys and apartment keys necessary to enter your home) to ensure that we can efficiently mobilize to walk or visit your pet outside of our normal office hours if necessary, perform multiple walks/visits in a single day if requested, and be able to perform a last minute request for a walk/visit. Without two complete sets of keys available, the services and timeframes available to you may be limited.


I no longer need HouseBroken’s services. How can I get my keys back?

If you would like to permanently close your LeashTime account, and you do not have an outstanding balance, you can arrange to pick up your keys at our office. We also may be able to drop your keys off at your home, depending upon your location and our availability (a $10 fee may apply). If your account has remained "inactive" (i.e., you have not ordered services within the past year), and you have not contacted us to collect your keys, your keys will be disposed of by HouseBroken.