FAQ
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General Questions
While we can't guarantee an exact time, we operate within three designated time blocks for our services:
- Morning: 9:30 a.m. - 12:00 p.m.
- Midday: 12:30 p.m. - 3:00 p.m.
- Afternoon: 3:00 p.m. - 6:00 p.m.
Your pet's walk or visit will take place within the time block you've selected.
While we cannot guarantee an exact time, we will do our best to accommodate specific time requests whenever possible, especially for puppies, kittens, seniors, or pets with specific medication schedules.
For convenient and secure access, we prefer clients to provide us with a keyless entry code or to place a key lockbox on their property. If you live in an apartment where a lockbox is not allowed, you will need to provide us with two copies of your key during our initial meet-and-greet.
Our regular service hours are Monday through Friday, from 9:00 a.m. to 6:00 p.m. We also offer services outside of these times for an additional fee.
An off-hours surcharge of $5 per walk applies for services between 6:00 p.m. and 9:00 a.m., and a holiday or weekend* surcharge of $10 per walk applies for services on holidays and weekends.
*Holiday or weekend: Saturdays, Sundays, New Year’s Day (January 1), Family Day (the third Monday in February), Good Friday (the Friday before Easter Sunday), Victoria Day (the Monday before May 25), Canada Day (July 1), Labour Day (the first Monday in September), Thanksgiving Day (the second Monday in October), Christmas Day (December 25), and Boxing Day (December 26).
We proudly serve the City of Toronto Area and Calgary.
Yes, we make every effort to ensure a consistent caregiver for your pet's walks and drop-in visits.
please review the full usage policy and eligibility requirements before booking. View 20% Discount Policy
Please review the full usage policy and eligibility requirements before booking. View Discount Policy here
Dog Walking Services
Yes, you can request a specific walker, subject to their availability.
Yes, our walkers are trained and experienced in using positive reinforcement to handle dogs with behavioral challenges like reactivity and leash-pulling.
During the meet and greet, we will do a trial walk to assess your dog's specific needs. If we determine that we may have difficulty safely managing your dog, we may recommend a private walk or refer you to a local trainer for additional support.
Yes, we provide pickup and drop-off services for your dog at no additional charge.
Our team is composed of trained professionals with proven experience. Every member has a minimum of 7 years of professional pet care experience and is comprehensively trained in animal behaviour, dog training, safety and first aid. We also use GPS trackers on every dog during walks for your peace of mind.
Dogs are carefully matched for group walks based on several factors, including their location, size, personality, and energy level. We ensure every dog in a group is well-trained and suitable for a safe and enjoyable group walking experience.
To ensure the safety of all dogs during walks, we take several precautions. Every dog is equipped with a GPS tracker, and our team is comprehensively trained in pet safety and first aid to handle any situation effectively. Additionally, for group walks, dogs are carefully matched based on size, personality, and energy level to ensure a harmonious and safe environment.
We operate in all weather conditions, but the safety of your pet and our walkers is always our top priority. In extreme weather events, such as hail or unsafe temperatures, we will modify the service. This may include shortening a walk and spending the remaining time on indoor activities and playtime.
Pet Sitting Services
Yes, we can administer medication as per your instructions.
Our sitters are highly experienced, each with at least 7 years of experience. We also encourage clients to use home cameras, and you are welcome to record our sitters during pet-sitting visits. However, for overnight care, please note that a sitter's sleeping and restroom areas cannot be recorded to protect their privacy.
We offer sitting services for a wide range of pets including dogs, cats, rabbits, hamsters, and more. For specific inquiries or unusual pets, please contact us for more information.
A standard pet-sitting visit includes refreshing your pet's water, feeding them, engaging in playtime, and cleaning their litter box. We can also administer medication or clean your pet's paws if needed.
Booking and Cancellation Policy (Dog Walking & Pet Sitting)
To get started, kindly fill in the booking form on our website. Once you've done that, we'll schedule a meet-and-greet to get to know you and your pet better, and finalize all the details of your booking.
While we appreciate as much notice as possible, we recommend booking at least 24 hours in advance. This allows us to properly arrange an initial meet-and-greet to ensure we can meet all of your pet's needs.
Cancellations can be made via text message, email or phone, preferably 24 hours in advance.
A $10 late cancellation fee will apply if the cancellation is not made at least 24 hours in advance of the scheduled service.
Yes, rescheduling is possible subject to availability, ideally with 24 hours' notice.
A $5 rescheduling fee is charged without 24-hour notice.
Yes, refunds for any unused services are available. After deducting any applicable cancellation fees, the refund will be processed within 5 business days.
Core Dog Training Classes
Puppies must be at least 12 weeks old to enroll in Puppy Training. For our Beginner, Intermediate, and Advanced Core Classes, dogs must be 6 months or older.
Each Core Class (Puppy, Beginner, Intermediate, or Advanced) is a 6-week program and costs $295 per course. Classes meet once per week for one hour.
We guarantee small class sizes of 4–6 dogs. This ensures maximum personalized attention from our two certified trainers in every session, accelerating your dog's learning.
We understand life happens. While attendance every week is highly encouraged, we will provide you with the homework and training notes via email after the missed session so you can practice and catch up before the next class.
For the health and safety of all participants, puppies and adult dogs must be up-to-date on all required vaccinations administered by a licensed veterinarian at least 48 hours prior to the first class. Required vaccinations include:
• Rabies (age-appropriate)
• DPP with Adenovirus (Distemper, Parvovirus & Parainfluenza)
• Kennel Cough (Bordetella) is also strongly recommended.
No, your dog is not required to be spayed or neutered to participate in any of our Core Classes or Private Training Sessions. We welcome all dogs.
Absolutely, yes! Matt + Hanna proudly welcomes all breeds into all of our group classes and private sessions. We are committed to providing professional, supportive training for every dog and owner.
We use modern, force-free, positive reinforcement methods. We focus on rewarding the behaviors we want (using high-value treats, toys, and praise) rather than correcting unwanted behaviors. This creates a stress-free, efficient learning environment and builds a strong, trusting relationship between you and your dog.
Yes! Especially in Puppy Training, safe, supervised socialization is a key component. We teach dogs how to interact politely with other canines and humans in a controlled setting, which is vital for building confidence and good manners.
Please come prepared with the following:
• Non-Retractable Leash (4’ or 6’ nylon or leather—no chain or prong collars)
• Safe Collar or Harness (Buckle collar or a front-clip harness)
• High-Value Treats (A variety of small, soft, irresistible rewards)
• Treat Pouch (Something easy to access and carry treats in)
Yes, we highly encourage it! Consistent practice from all family members is the key to training success. Children are welcome to attend under adult supervision.
Private Dog Training Sessions
For Private Training Sessions, we work with dogs and puppies of all ages.
Yes. We specialize in safe, force-free behavior modification for reactive and fearful dogs.
Yes. We assist with potty training, crate training, and puppy manners right where you live.
Depends on the goal. One session for quick fixes; the 4-Session Package for complex issues and reliability.
Yes. We train you to be the expert for your dog's long-term success.
Yes. We offer flexible scheduling, but spots are limited.
Yes. Package clients receive email/phone guidance to support practice.
Reschedule, Not Miss: Since sessions are one-on-one, we simply ask that you provide 48 hours' notice if you need to cancel or reschedule.
No Penalty: If you provide adequate notice, we will happily work with you to find a new time that fits your schedule, ensuring you don't lose your session; or we will provide you with the homework and training notes via email after the missed session so you can practice and catch up before the next session.
Late Cancellation: A $50 late cancellation fee will apply if the cancellation is not made at least 24 hours in advance of the scheduled service.
For the health and safety of all participants, puppies and adult dogs must be up-to-date on all required vaccinations administered by a licensed veterinarian at least 48 hours prior to the first class. Required vaccinations include:
• Rabies (age-appropriate)
• DPP with Adenovirus (Distemper, Parvovirus & Parainfluenza)
• Kennel Cough (Bordetella) is also strongly recommended.
No, your dog is not required to be spayed or neutered to participate in any of our Core Classes or Private Training Sessions. We welcome all dogs.
Absolutely, yes! Matt + Hanna proudly welcomes all breeds into all of our group classes and private sessions. We are committed to providing professional, supportive training for every dog and owner.
We use modern, force-free, positive reinforcement methods. We focus on rewarding the behaviors we want (using high-value treats, toys, and praise) rather than correcting unwanted behaviors. This creates a stress-free, efficient learning environment and builds a strong, trusting relationship between you and your dog.
Please come prepared with the following:
• Non-Retractable Leash (4’ or 6’ nylon or leather—no chain or prong collars)
• Safe Collar or Harness (Buckle collar or a front-clip harness)
• High-Value Treats (A variety of small, soft, irresistible rewards)
• Treat Pouch (Something easy to access and carry treats in)
Yes, we highly encourage it! Consistent practice from all family members is the key to training success. Children are welcome to attend under adult supervision.
Payment and Pricing
We accept cash and e-transfer payments.
1. E-transfers: Please include the invoice number in the transfer notes.
2. Cash: Please place the exact amount in the envelope we provide.
Payment is due on the first service of the month. We will send you an invoice with the total amount for the upcoming month one week in advance.
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