Frequently Asked Questions & Policies

FREQUENTLY ASKED QUESTIONS & BOOKING POLICIES

Everything you need to know about wanderwell. Canine Care and Wellness, our services, booking arrangements and the care we provide.

At wanderwell., we believe thoughtful care starts with clear communication, mutual respect and an understanding of every dog’s individual needs.

The following information outlines our services, booking procedures and policies to help create a positive experience for both our clients and their companions.

By submitting a booking request and confirming a service with wanderwell., clients acknowledge that they have read, understood and agreed to the applicable Booking & Service Policies outlined below.

1. ABOUT WANDERWELL.

What is wanderwell.?

wanderwell. is a Canine Care and Wellness brand built around thoughtful, individualized care for dogs and the people who love them.

Through The Leash League, our very own club for dogs, we offer walking and canine care services that celebrate every dog’s individual personality, needs and pace.

Through The Community Collective, we’re working to make thoughtful canine care more accessible by offering flexible pricing, individualized arrangements and community-minded support for people experiencing different life circumstances.

Beyond our services, wanderwell. is growing into a collection of thoughtfully created products and everyday essentials for dogs and the people who love them.

At its heart, wanderwell. is about care, connection and creating a little more room for every kind of dog and every person who loves them.

What is The Leash League?

The Leash League is wanderwell.‘s dog-walking community and club for dogs. It’s about more than just getting outside. It’s about companionship, exploration, connection and making every outing a positive experience.

Every dog who participates is part of the club. There are no membership fees or subscriptions.

What is The Community Collective?

The Community Collective is wanderwell.’s accessibility initiative, created to help make thoughtful canine care more accessible to people experiencing different life circumstances.

Through sliding-scale arrangements, individualized payment options and limited subsidized care opportunities where possible, we aim to offer a little extra support when it’s needed.

Every situation is considered individually, based on availability and capacity. It’s rooted in one simple belief: good care should have room for everyone.

Where do you provide services?

We are based in Toronto, Ontario, and primarily serve Toronto and Scarborough. Select surrounding GTA communities may be considered upon request.

Bookings outside our primary service area may be subject to an additional travel fee. Any applicable fee will be discussed before your booking is confirmed.

Are you CPR certified and insured?

Yes. wanderwell. is CPR certified and insured.

2. OUR SERVICES — THE LEASH LEAGUE

What services do you offer?

We currently offer:

• Private Enrichment Walk: 30 minutes
• Private Enrichment Walk: 60 minutes
• Group Adventure Walk: 60 minutes
• Drop-in Visit: 30 minutes
• Overnight Boarding: Per night

Each service is approached with your dog’s individual needs, comfort and well-being in mind.

How much do your services cost?

Our current rates are:

• Private Enrichment Walk — 30 minutes: $30
• Private Enrichment Walk — 60 minutes: $35
• Group Adventure Walk — 60 minutes: $35
• Drop-in Visit — 30 minutes: $25
• Overnight Boarding — Per night: $50

Any additional fees, where applicable, will be discussed with and approved by the client before a booking is confirmed.

What is a Private Enrichment Walk?

A one-on-one walks tailored to your dog’s individual needs and preferred pace.

Our 30-minute Private Enrichment Walk provides time for outdoor exercise, fresh air and a little exploration.

Our 60-minute Private Enrichment Walk offers an additional 30 minutes for sniffing, exploring, discovering and engaging with the world around them.

For just $5 more, your dog gets another 30 minutes of adventure. Sometimes the longer route is worth taking.

What is included in a Drop-in Visit?

Drop-in Visits provide a little extra support throughout your dog’s day. Depending on your dog’s routine and the agreed service, visits may include:

• Potty breaks
• Fresh water
• Feeding according to your instructions
• Playtime and companionship
• Outdoor time, where appropriate

How do Group Adventure Walks work?

Group Adventure Walks bring compatible dogs together for a shared outdoor adventure.

We consider each dog’s temperament, behaviour, social comfort and walking needs when determining whether a group setting is appropriate. We love getting out and discovering new places together, from scenic trails and waterfront paths to dog-friendly beaches and outdoor spaces. Pick up and drop off included. 

For everyone’s safety and comfort, group walks are limited to a maximum of five dogs.

Does my dog need to be social with other dogs to participate?

Not at all. We recognize that every dog has different preferences and comfort levels.

Dogs who prefer their own space may be better suited to private walks. We’ll take the time to understand your dog’s needs and help determine which service is the best fit.

Do you offer Overnight Boarding?

Yes. Overnight Boarding is offered at a rate of $50 per night.

We generally host one guest dog at a time. Two dogs from the same household may be considered by inquiry, with no additional charge for the second dog, provided they can be comfortably and safely accommodated together.

Boarding arrangements are subject to availability and an initial discussion about your dog’s needs and routine.

3. DOGS FROM THE SAME HOUSEHOLD

Can you walk two dogs from the same household?

Absolutely! We know adventures are often better together.

Our standard pricing includes a second dog from the same household at no additional charge on eligible private and group walks, provided both dogs can comfortably and safely participate together.

Is there an additional charge for a second dog?

No. A second dog from the same household is included at no additional charge on eligible private and group walks.

For overnight boarding, two dogs from the same household may also be considered by inquiry, with no additional charge for the second dog if approved.

For households with more than two dogs, arrangements can be discussed individually.

What are the requirements for the second-dog offer?

Both dogs must:

• Be included in the same booking.
• Participate in the same service and scheduled time.
• Be safely and comfortably manageable together.
• Be suitable for the agreed walking or care arrangement.

Separate walking arrangements or additional care requirements may require an individually agreed price.

Can both of my dogs participate in a Group Walk?

Potentially, yes. Both dogs must be comfortable and safe participating in the same group setting.

We’ll consider their individual needs and compatibility with the other participating dogs before confirming.

4. INQUIRIES AND BOOKING CONFIRMATIONS

How do I get started?

The first step is to complete our New Client & Canine Care Inquiry form.

Tell us a little about yourself, your dog and the type of care you’re looking for. We’ll review your inquiry and get in touch to discuss availability and next steps.

Does submitting an inquiry confirm my booking?

No. Submitting an inquiry does not automatically confirm a booking or guarantee availability.

A booking is considered confirmed only once wanderwell. has:

• Reviewed your inquiry and service requirements.
• Confirmed the requested service, date and time.
• Communicated and agreed upon the applicable service fee.
• Received the necessary dog-care information.
• Provided written booking confirmation.

All services must be requested in advance through our website or an approved communication channel.

Can wanderwell. decline a booking?

Yes. We reserve the right to decline a booking when availability, safety, service requirements or other circumstances prevent us from providing appropriate care.

Will we meet before my dog’s first service?

An introductory conversation or meet-and-greet is recommended before beginning services with a new client.

This gives us an opportunity to:

• Meet your dog and become familiar with their personality.
• Discuss routines, preferences and care instructions.
• Review walking equipment and handling requirements.
• Discuss health, behavioural or mobility considerations.
• Determine whether private or group walks are an appropriate fit.
• Review access arrangements and client expectations.

For group adventure walks, an assessment of your dog’s suitability and compatibility with the proposed group is required before participation.

An introductory meeting does not guarantee acceptance into a particular group or confirm a future booking.

Can I book recurring walks or visits?

Yes. Recurring arrangements may be available depending on your needs and our schedule.

For clients wishing to pause or discontinue an ongoing recurring arrangement, we ask that at least seven days’ notice be provided wherever possible.

Any already scheduled visits remain subject to the standard cancellation policy unless another arrangement has been agreed upon in writing.

5. PAYMENT AND PRICING

How does payment work?

All service fees will be communicated and agreed upon before a booking is confirmed.

Clients are responsible for paying according to the payment schedule and method agreed upon at the time of booking.

Payment details, accepted payment methods and any applicable payment deadlines will be communicated before your booking is confirmed.

Can additional charges apply?

Any additional services, extended visits or changes that may result in additional charges must be discussed with and approved by the client beforehand.

Bookings outside our primary service area may also be subject to an additional travel fee, which will be discussed before confirmation.

What happens if I have an outstanding balance?

Outstanding balances must be settled before additional services are provided, unless another arrangement has been agreed upon in writing.

wanderwell. reserves the right to pause or decline future bookings where payment obligations remain outstanding.

Can I request a flexible payment arrangement?

Absolutely. Depending on individual circumstances and availability, we may be able to discuss:

• Sliding-scale pricing.
• Individualized payment arrangements.
• Limited subsidized care opportunities.
• Short-term support during challenging periods.

Every request is considered individually and depends on availability and capacity.

6. CANCELLATIONS AND RESCHEDULING

What is your cancellation policy?

We understand that plans can change. To respect everyone’s time and scheduling needs, the following cancellation policy applies:

• 24 hours or more before the scheduled service: No cancellation fee.
• Less than 24 hours before the scheduled service: 50% of the service fee.
• Same-day cancellations: 100% of the service fee.
• Missed appointments or unsuccessful access: 100% of the service fee applies if we are unable to access your dog after reasonable attempts to contact you.

For recurring bookings, the cancellation policy applies separately to each individual scheduled visit.

What if I need to reschedule?

Please contact us as soon as possible if you need to change your booking.

Rescheduling requests made at least 24 hours before the scheduled service can be accommodated without a cancellation fee, subject to availability.

Requests made with less than 24 hours’ notice are subject to the applicable cancellation fee.

A request to reschedule does not automatically cancel or replace the original booking. Any change must be acknowledged and confirmed by wanderwell. in writing.

What happens if I cancel one visit in a recurring schedule?

The cancellation policy applies separately to each scheduled visit.

Cancelling one visit does not automatically cancel the remaining visits in a recurring schedule.

Clients wishing to pause or discontinue a recurring arrangement should provide at least seven days’ notice wherever possible.

Does the cancellation policy apply to Group Adventure Walks?

Yes. The same cancellation policy applies to Group Walk bookings.

If a client cancels their dog’s participation, the applicable cancellation fee will be calculated using the scheduled service fee for that booking.

What if there is an emergency?

We recognize that unexpected situations happen.

In exceptional circumstances, including emergencies involving the client or their dog, wanderwell. may waive or adjust a cancellation fee at its discretion.

We ask clients to communicate with us as soon as possible.

7. SCHEDULING, PROPERTY ACCESS AND SECURITY

What are my responsibilities for property access?

Clients are responsible for ensuring that wanderwell. can safely and reasonably access the property and locate the dog at the agreed service time.

All access instructions, keys, entry codes, lockbox details and other arrangements must be provided in advance.

Clients must notify wanderwell. of any changes to access instructions before the scheduled visit.

What happens if you cannot access my property or dog?

If access cannot be established, wanderwell. will make reasonable attempts to contact the client using the contact information provided.

If the issue cannot be resolved within a reasonable period and the service cannot be completed, the appointment may be treated as a missed service and the full scheduled service fee may apply.

What happens if my dog isn’t ready at the scheduled time?

Clients are responsible for ensuring their dogs are available and ready for the agreed service time.

If a client or household delay affects the scheduled start time, the service may need to be shortened to accommodate subsequent bookings. The original service fee may still apply.

What if wanderwell. is running late?

If wanderwell. experiences an unexpected delay, we will make reasonable efforts to notify the client.

Any changes to the agreed service duration or arrangements will be communicated wherever possible.

How do you handle keys and access information?

Keys, access codes and other security information will be handled with care and used only for authorized services.

We will not share access information with unauthorized individuals.

Clients should notify wanderwell. of changes to entry arrangements, household members, security systems or other relevant property information.

8. YOUR DOG’S CARE, HEALTH AND SAFETY

How do you get to know my dog?

Every dog is different, and we believe good care starts with understanding those differences.

We’ll ask about your dog’s personality, routine, behaviour, preferences, health considerations and any special instructions before providing care.

What information do I need to disclose about my dog?

Clients are responsible for providing accurate, complete and up-to-date information about their dogs.

This includes:

• Medical conditions and mobility limitations.
• Allergies and sensitivities.
• Medications and relevant care requirements.
• Behavioural concerns and known triggers.
• Reactivity toward dogs, people, wildlife or other stimuli.
• Bite history or previous incidents.
• Restrictions on physical activity.
• Any other information that could affect the dog’s safety or care.

Clients must notify wanderwell. of any significant changes to their dog’s health or behaviour before the next scheduled service.

What if my dog has special needs or mobility limitations?

We’re happy to discuss your dog’s individual needs before confirming a service.

Whether your companion is a puppy, senior, recovering from an injury, anxious or simply prefers a slower pace, we’ll consider whether we can provide an appropriate and comfortable experience.

What if my dog has behavioural concerns or a bite history?

Please disclose any known behavioural concerns, reactivity, bite history or previous incidents before services begin.

This information helps us determine the safest and most appropriate care arrangement.

For group walks, all participating dogs must be assessed for suitability and compatibility.

wanderwell. reserves the right to pause, decline or discontinue a service if important information has not been disclosed or if an arrangement presents a safety concern.

What walking equipment do I need to provide?

Clients are responsible for providing appropriate, properly fitted and secure walking equipment unless another arrangement has been agreed upon.

Equipment should be suitable for the dog’s size, strength, behaviour and individual needs.

wanderwell. may decline to proceed with a walk if the available equipment is unsafe, damaged or unsuitable.

Clients should also ensure their dog’s identification information and contact details are current.

What happens in bad weather?

Your dog’s safety and comfort always come first.

Walks may be adjusted, shortened, rescheduled or cancelled when weather or environmental conditions create an unreasonable safety concern.

This may include:

• Extreme heat or humidity.
• Severe cold or dangerous wind chill.
• Thunderstorms or lightning.
• Icy or hazardous walking conditions.
• Poor air quality.
• Other environmental hazards.

If wanderwell. determines that conditions are unsafe, we will contact the client to discuss an appropriate alternative.

Where wanderwell. cancels a service due to unsafe conditions, no cancellation fee will apply.

An alternative indoor visit or adjusted service may be offered where appropriate and subject to agreement and availability.

What happens if my dog is sick?

Clients should notify wanderwell. before a scheduled service if their dog has a contagious illness or symptoms that could pose a risk to other dogs.

Services may be paused, adjusted or rescheduled where necessary to protect the health and well-being of all dogs involved.

9. EMERGENCIES, VETERINARY CARE AND SPECIALIZED SERVICES

What happens if my dog becomes unwell, injured or distressed during a service?

If a dog becomes unwell, injured or distressed during a service, wanderwell. will make reasonable efforts to contact the client promptly.

Where urgent veterinary attention is necessary, wanderwell. may seek appropriate emergency assistance without waiting for a response if delaying care could put the dog at risk.

Do I need to provide emergency veterinary information?

Yes. Clients must provide:

• An emergency contact.
• Their preferred veterinary clinic.
• Relevant veterinary and medical information.
• Any applicable emergency instructions.

Clients are responsible for ensuring that all contact and veterinary information remains accurate and up to date.

Who is responsible for veterinary expenses?

Veterinary expenses and other third-party costs remain the responsibility of the dog’s owner, except where otherwise required by law or agreed upon in writing.

Can you administer medication to my dog?

Medication administration and specialized care requirements must be discussed and agreed upon before a service begins.

Where medication administration has been expressly agreed upon, clients must provide clear written instructions, including relevant timing and dosage information.

wanderwell. reserves the right to decline medication administration or specialized care requirements that fall outside its capabilities, training or agreed services.

10. CLIENT RESPONSIBILITIES

What am I responsible for as a client?

To help us provide consistent, appropriate and safe care, clients agree to:

• Provide accurate and up-to-date information about their dog.
• Disclose relevant health and behavioural concerns.
• Provide appropriate walking equipment.
• Ensure their dog is available at the agreed time.
• Provide necessary food, medication and care instructions for applicable visits.
• Maintain current emergency contact and veterinary information.
• Communicate changes to their dog’s needs, health or routine.
• Ensure property access arrangements are accurate.
• Follow agreed payment and cancellation terms.
• Treat wanderwell. representatives respectfully and communicate concerns promptly.

Clear communication and cooperation help us create the best possible experience for everyone.

11. SERVICE REFUSAL, SUSPENSION AND DISCONTINUATION

Can wanderwell. refuse or discontinue a service?

Yes. wanderwell. aims to build respectful, positive relationships with both dogs and their people.

We reserve the right to decline, pause, modify or discontinue services where:

• A safety concern arises.
• Essential health or behavioural information has not been disclosed.
• A dog is not suitable for the requested service or group environment.
• The requested care falls outside our capabilities.
• Payment obligations remain outstanding.
• Access to the property cannot be reliably arranged.
• The client or household behaves in a threatening, abusive or inappropriate manner.
• The arrangement is otherwise no longer suitable.

Where reasonably possible, we will communicate concerns and provide notice before discontinuing ongoing services.

12. PRIVACY AND CONFIDENTIALITY

How is my personal information handled?

Information shared with wanderwell. about clients, their households and their dogs will be treated respectfully and handled in accordance with applicable privacy requirements.

We will not publicly disclose a client’s personal circumstances, including requests for support through The Community Collective, without permission.

Will you share photographs or videos of my dog?

Photographs or videos of a client’s dog will only be shared publicly with the client’s consent.

How do you protect my home access information?

Keys, access codes, emergency information and other sensitive details will be handled with care and used only for authorized purposes.

We will not share access information with unauthorized individuals.

13. THE COMMUNITY COLLECTIVE

What kind of support may be available?

Through The Community Collective, wanderwell. aims to make thoughtful canine care more accessible through:

• Sliding-scale pricing.
• Individualized payment arrangements.
• Limited subsidized care opportunities.
• Short-term support during challenging periods.

These arrangements are subject to individual circumstances, availability and capacity.

How do I ask about support?

Simply reach out to us privately.

You don’t need to publicly explain your circumstances or feel uncomfortable asking for support.

Every request is considered individually, and any agreed arrangement must be confirmed in advance.

Do Community Collective arrangements change the regular booking policies?

Not automatically.

Community Collective arrangements do not automatically change or waive standard booking, payment, cancellation or safety policies unless a different arrangement has been confirmed in writing.

We believe in approaching every conversation with understanding, dignity and respect.

14. POLICY UPDATES

Can these policies change?

As wanderwell. grows and our services, operational requirements and business practices evolve, these policies may be updated from time to time.

Where changes materially affect existing clients, we will make reasonable efforts to communicate the updated terms.

The applicable policies will be made available to clients before they confirm a booking.

STILL HAVE QUESTIONS?

We’d love to hear from you.

Whether you’re looking for the right service, have questions about your dog’s needs or simply want to learn a little more about wanderwell., we’re happy to help.