Policies
Consultation Visit
The goal of the consultation is to meet with us to first and foremost make sure we are a good fit for one another. During this initial meeting, which will last 30-60 minutes, we will meet with you and your pet(s) and review the online profile that you will be asked to complete prior to our meeting. This will include your Client Profile, Pet Profile, Service Agreement and Cancellation Policy. We will review your pet’s routine, house layout and where your pet’s belongings are kept. If there is an alarm sytem, you can show us in person how to operate it. Please note there is a charge to book time with us. This payment is due upfront in order to reserve a meeting. If you would like to request a second consultation at any time in the future, we would be happy to meet again and there will be an additional charge. We are always happy to accommodate a Zoom virtual consultation, if you prefer.
Key Policy
You will be outfitted with a 4-digit lockbox that can be stored or hung wherever you choose outside on your property or you can choose to purchase or use your own lockbox. Your keys will always remain in your possession. Our sitters will use your key and replace it when leaving. The combination is a 4-digit code that you choose and store in your online client portal account. You can reset the combination whenever you need to as long as we are notified of the change and it is updated in the portal. We ask that you do not use this lockbox for any other contractors or companies that need access to your home. The lockboxes have a side-opening door and can store many keys as well as key fobs or other nontraditional methods of entry. The cost to set up and purchase a lockbox is $20. This fee will be added on to your first service. We can provide you with a lockbox during the consultation or have one shipped directly to you.
Once you purchase a lockbox from Canine Concierge, you have full ownership of it (we will not require it back if you move or change services). However, again we ask that you do not use this lockbox for uses other than for Canine Concierge pet services. It will be your responsibility to make sure the lockbox is outside of your home in its designated location when a sitter is scheduled for a service and that it is fully operational with the current code stored in your portal. We recommend leaving the lockbox in place at all times, with keys inside, so that if there were ever an emergency and we needed to tend to your pets, we would have access. The lockbox we provide is weather-proof but should be protected from rain and snow. If it malfunctions, we will replace it for you. If you would prefer to leave a back-up copy of your key with our office in case of emergency, you may do so. Keys in our office are coded and stored in a safe when not in use. We do not accept garage codes only as a means of entry, due to power and battery failures. We can enter through the garage as a primary entry point, but there must be a back-up key made available.
Holidays
There is a $15.00 per visit surcharge for any services we render at your home or in our boarding facility on all major Holidays.
Payment
You may submit payment to Canine Concierge via cash, check, Venmo (@CanineConcierge) or PayPal, but the payment method we prefer is by credit card after we complete your service. We ask our daily customers to keep their credit card information up-to-date through our online portal and we charge credit cards bi-weekly after the completion of services. We accept all major credit cards. There is a $15 surcharge for any returned checks.
Refund Policy
We process all refunds within thirty (30) days of cancellation of service. You may receive a refund for all unused portions of a pre-paid service at cost minus applicable cancellation fees. In the event of death, illness or injury of your pet (proof from Veterinarian is required), you will receive a 100% refund of the unused pre-paid portion of your contracted services.
Reservation and Cancellation Policy
We understand that life happens and sometimes you need to cancel services. Of course, nobody likes to have to pay for a service they did not use. However, we are trying to employ a great staff who love and care for your animals, and sometimes this means you have to pay for a short-notice cancellation. In order to provide the absolute best care to our Clients, keep our team members happy & productive, and ensure our office is operating as efficiently as possible, we have implemented a Cancellation Policy on all appointments. Here we explain the what and why behind our policies.
IN ORDER TO BEST SERVE YOUR NEEDS, WE ENFORCE THE FOLLOWING RESERVATION AND CANCELLATION POLICY:
Cancellation Policy
Daily dog walks (visits which recur on the schedule weekly), Drop-in visits (visits which are not recurring regularly) and Daycare:
- Visits must be cancelled 24 hours prior to scheduled start time in order to avoid being charged in full. There is no charge if you cancel with 24 hours advance notice.
Pet Sitting (defined as multiple daily visits for more than one consecutive day), Cat Sitting, Overnight service (in your home) and Boarding:
- Visits are subject to a 14 day cancellation policy. If cancelled within 14 days of the start date, Client will be invoiced and responsible for 25% of the total invoice for booked/confirmed services. If cancelled within 7 days of start date, Client will be invoiced and responsible for 50% of the total invoice for booked/confirmed services. This also applies to services that are cut short, for instance, if the Client returns early and cancels remaining services. Any cancellations made to a service the day of a booked service will be invoiced in full for that calendar day. The remaining cancelled visits would be billed at 50%.
Reservation Policy
There is no surcharge for reservations requested within 24 hours of a scheduled visit. Please keep in mind, we may not be able to accommodate same-day visit requests, so it is always best to book in advance to secure a reservation.
To reserve a sitter for an Overnight service in Client’s home, we require a one-night non-refundable deposit, per week of service booked. For instance, 7 nights or less would require a one-night deposit, while 8 nights (or more) would require a two-night deposit. Client’s credit card on file will be charged in order to confirm the service.
To reserve Overnight Boarding at Canine Concierge, we require a one-night non-refundable deposit, per week booked, to hold the spot. For instance, 7 nights or less would require a one-night deposit, while 8 nights (or more) would require a two-night deposit. Client’s credit card on file will be charged in order to confirm the service.
For Holiday Dog Boarding:
We require payment in full for any bookings that fall on a holiday (all federal/bank holidays). This payment will be non-refundable and non-transferable. Because of our limited number of spots available each night, and the number of requests we receive for care on holiday weeks, there is a 2 night minimum for all major (federal/bank) holidays; except December 24th-January 1st, for which there will be a 5 night minimum to book. If you do not meet the minimum stay requirement, you may opt to pay for the additional nights to reserve your spot.
Why Do We Enforce a Cancellation Policy?
Cancellation policies are put into effect to protect the customer and the business and make sure they are mutually committed to the transaction. It allows the business to be able to adequately and efficiently schedule their staff for services. In the world of pet sitting, sitters can only be in one home at a time, so having these policies in place is particularly important. If a Client cancels without much notice, it is very unlikely that we will be able to find another appointment to fill in the slot on their schedule that the client no longer needs. This means our staff will not get paid. By guaranteeing our staff regular appointments and a steady income we are able to attract the best pet care professionals to work for Canine Concierge. We do not settle for unprofessional or inexperienced dog walkers and pet sitters. We believe our Clients deserve the best!
What Happens With Your Cancellation Fee?
It is shared between the business and your pet sitter who was counting on the income from the booking. Often times our sitters plan their vacations or family time around Client schedules. The fee is strictly enforced to repay our staff for their dedication to the job and to your pets! The Client always has the ability to refuse to pay it, but the chances of us accepting further bookings are slim to none. We want Clients who respect us as much as we respect them, their pets and their homes.
We believe these policies act in the best interests of our Clients, as well as our Canine Concierge team members!
As always, thank you for choosing Canine Concierge!
Consultation Visit
The goal of the consultation is to meet with us to first and foremost make sure we are a good fit for one another. During this initial meeting, which will last 30-60 minutes, we will meet with you and your pet(s) and review the online profile that you will be asked to complete prior to our meeting. This will include your Client Profile, Pet Profile, Service Agreement and Cancellation Policy. We will review your pet’s routine, house layout and where your pet’s belongings are kept. If there is an alarm sytem, you can show us in person how to operate it. Please note there is a charge to book time with us. This payment is due upfront in order to reserve a meeting. If you would like to request a second consultation at any time in the future, we would be happy to meet again and there will be an additional charge. We are always happy to accommodate a Zoom virtual consultation, if you prefer.
Key Policy
You will be outfitted with a 4-digit lockbox that can be stored or hung wherever you choose outside on your property or you can choose to purchase or use your own lockbox. Your keys will always remain in your possession. Our sitters will use your key and replace it when leaving. The combination is a 4-digit code that you choose and store in your online client portal account. You can reset the combination whenever you need to as long as we are notified of the change and it is updated in the portal. We ask that you do not use this lockbox for any other contractors or companies that need access to your home. The lockboxes have a side-opening door and can store many keys as well as key fobs or other nontraditional methods of entry. The cost to set up and purchase a lockbox is $20. This fee will be added on to your first service. We can provide you with a lockbox during the consultation or have one shipped directly to you.
Once you purchase a lockbox from Canine Concierge, you have full ownership of it (we will not require it back if you move or change services). However, again we ask that you do not use this lockbox for uses other than for Canine Concierge pet services. It will be your responsibility to make sure the lockbox is outside of your home in its designated location when a sitter is scheduled for a service and that it is fully operational with the current code stored in your portal. We recommend leaving the lockbox in place at all times, with keys inside, so that if there were ever an emergency and we needed to tend to your pets, we would have access. The lockbox we provide is weather-proof but should be protected from rain and snow. If it malfunctions, we will replace it for you. If you would prefer to leave a back-up copy of your key with our office in case of emergency, you may do so. Keys in our office are coded and stored in a safe when not in use. We do not accept garage codes only as a means of entry, due to power and battery failures. We can enter through the garage as a primary entry point, but there must be a back-up key made available.
Holidays
There is a $15.00 per visit surcharge for any services we render at your home or in our boarding facility on all major Holidays.
Payment
You may submit payment to Canine Concierge via cash, check, Venmo (@CanineConcierge) or PayPal, but the payment method we prefer is by credit card after we complete your service. We ask our daily customers to keep their credit card information up-to-date through our online portal and we charge credit cards bi-weekly after the completion of services. We accept all major credit cards. There is a $15 surcharge for any returned checks.
Refund Policy
We process all refunds within thirty (30) days of cancellation of service. You may receive a refund for all unused portions of a pre-paid service at cost minus applicable cancellation fees. In the event of death, illness or injury of your pet (proof from Veterinarian is required), you will receive a 100% refund of the unused pre-paid portion of your contracted services.
Reservation and Cancellation Policy
IN ORDER TO BEST SERVE YOUR NEEDS, WE ENFORCE THE FOLLOWING RESERVATION AND CANCELLATION POLICY:
Cancellation Policy
Daily dog walks (visits which recur on the schedule weekly), Drop-in visits (visits which are not recurring regularly) and Daycare:
- Visits must be cancelled 24 hours prior to scheduled start time in order to avoid being charged in full. There is no charge if you cancel with 24 hours advance notice.
Pet Sitting (defined as multiple daily visits for more than one consecutive day), Cat Sitting, Overnight service (in your home) and Boarding:
- Visits are subject to a 14 day cancellation policy. If cancelled within 14 days of the start date, Client will be invoiced and responsible for 25% of the total invoice for booked/confirmed services. If cancelled within 7 days of start date, Client will be invoiced and responsible for 50% of the total invoice for booked/confirmed services. This also applies to services that are cut short, for instance, if the Client returns early and cancels remaining services. Any cancellations made to a service the day of a booked service will be invoiced in full for that calendar day. The remaining cancelled visits would be billed at 50%.
Reservation Policy
There is no surcharge for reservations requested within 24 hours of a scheduled visit. Please keep in mind, we may not be able to accommodate same-day visit requests, so it is always best to book in advance to secure a reservation.
To reserve a sitter for an Overnight service in Client’s home, we require a one-night non-refundable deposit, per week of service booked. For instance, 7 nights or less would require a one-night deposit, while 8 nights (or more) would require a two-night deposit. Client’s credit card on file will be charged in order to confirm the service.
To reserve Overnight Boarding at Canine Concierge, we require a one-night non-refundable deposit, per week booked, to hold the spot. For instance, 7 nights or less would require a one-night deposit, while 8 nights (or more) would require a two-night deposit. Client’s credit card on file will be charged in order to confirm the service.
For Holiday Dog Boarding:
We require payment in full for any bookings that fall on a holiday (all federal/bank holidays). This payment will be non-refundable and non-transferable. Because of our limited number of spots available each night, and the number of requests we receive for care on holiday weeks, there is a 2 night minimum for all major (federal/bank) holidays; except December 24th-January 1st, for which there will be a 5 night minimum to book. If you do not meet the minimum stay requirement, you may opt to pay for the additional nights to reserve your spot.
Why Do We Enforce a Cancellation Policy?
Cancellation policies are put into effect to protect the customer and the business and make sure they are mutually committed to the transaction. It allows the business to be able to adequately and efficiently schedule their staff for services. In the world of pet sitting, sitters can only be in one home at a time, so having these policies in place is particularly important. If a Client cancels without much notice, it is very unlikely that we will be able to find another appointment to fill in the slot on their schedule that the client no longer needs. This means our staff will not get paid. By guaranteeing our staff regular appointments and a steady income we are able to attract the best pet care professionals to work for Canine Concierge. We do not settle for unprofessional or inexperienced dog walkers and pet sitters. We believe our Clients deserve the best!
What Happens With Your Cancellation Fee?
It is shared between the business and your pet sitter who was counting on the income from the booking. Often times our sitters plan their vacations or family time around Client schedules. The fee is strictly enforced to repay our staff for their dedication to the job and to your pets! The Client always has the ability to refuse to pay it, but the chances of us accepting further bookings are slim to none. We want Clients who respect us as much as we respect them, their pets and their homes.
We believe these policies act in the best interests of our Clients, as well as our Canine Concierge team members!
As always, thank you for choosing Canine Concierge!
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