Why a Late Booking Policy Helps
Last-minute requests are part of the job — a client's plans change, they forget to book ahead, or something comes up unexpectedly. The problem isn't the requests themselves, it's not having a consistent way to handle them. Without a policy, every last-minute text becomes a judgment call, and saying no can feel like letting someone down even when your schedule genuinely doesn't have room.
A written policy — even a short one — gives you a consistent answer to point to. It also sets expectations so clients know what "last-minute" means to you and what to expect if they ask.
What Counts as "Last-Minute"
This is entirely up to you, but it helps to define it clearly so there's no ambiguity. Common definitions:
| Request Type | Example Definition |
|---|---|
| Same-day request | Requested with less than [X] hours' notice for that day |
| Schedule change | Changing time/duration of an already-booked visit with less than [X] hours' notice |
| New recurring add-on | Adding a new ongoing visit to your schedule with less than [X] days' notice |
| Add-on visit for existing client | An extra one-off visit for a current client, requested same-day |
A Simple Late Booking Policy Template
Requests made with less than [X hours/days] notice are considered last-minute. [Your Business Name] will accommodate last-minute requests when schedule allows, but cannot guarantee availability.
Last-minute requests [may be subject to a $[X] fee / will be billed at the standard rate], reflecting the adjustment to an already-set schedule.
To give the best chance of availability, please send requests as early as possible — even a heads-up that something might come up helps with planning.
Should You Charge a Last-Minute Fee?
Many independent walkers add a small fee for same-day or last-minute requests, since fitting one in often means rearranging a schedule that's already set — adjusting routes, pushing back other visits, or giving up a planned break. Whether to charge, and how much, is your call. What matters most is deciding ahead of time and stating it clearly, rather than figuring it out in the moment with each client.
If you don't want to charge a fee, that's fine too — just be clear that last-minute requests are accommodated "when possible," so clients understand it's not guaranteed.
Waiting on a Late Client
A related but separate situation: you're at a client's home, and they're running late getting back, or a scheduled handoff doesn't happen on time. This is worth addressing in your policy too — for example:
- How long can you reasonably wait before it affects your next booking?
- Is waiting time billed, and if so, how (per minute, flat add-on)?
- What's the plan if you can't wait — do you leave the dog in a safe spot, contact a backup contact, or reschedule?
Spelling this out in your service agreement means it's not a surprise to either side if it comes up.
Managing Last-Minute Requests Without the Chaos
The hardest part of last-minute requests usually isn't the policy — it's seeing, at a glance, whether you actually have room. If your schedule lives across texts, a notebook, and your memory, even a simple "can you fit me in tomorrow?" requires digging.
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For the recurring side of your schedule, see our recurring schedule template — having your regular bookings mapped out makes it much easier to spot where last-minute requests actually fit.