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 system, you can show us in person how to operate it. Please note there is no charge to book time with us for an initial 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. Since we work as a team, we do not generally coordinate meetings with all of the sitters who may be taking care of your pet(s). You will be meeting with a manager or primary sitter who will then communicate all of the details from the meeting with the rest of our team.
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 $20.00 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 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 or your deposit.
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:
Member rate dog walks & visits:
- Cancellations made on the calendar day of service will be billed in full (100%).
- Cancellations made the calendar day before service will be billed at 50% of the scheduled service.
- There is no charge for cancellations made two or more calendar days before service.
- Changes in date and/or time made to a reservation on the calendar day of, or the calendar day before a service is scheduled, are subject to the same policy as cancellations.
Non-member rate visits (visits which are not recurring regularly):
- Cancellations made on the calendar day of service will be billed in full (100%).
- Cancellations made the calendar day before service will also be billed in full (100%).
- There is no charge for cancellations made two or more calendar days before service.
- Changes in date and/or time made to a reservation on the calendar day of, or the calendar day before a service is scheduled, are subject to the same policy as cancellations.
Vacation Pet Sitting, Multi-Day Drop-In Visits, Cat Sitting & Small Pet Sitting
- A 50% Reservation Deposit is required at the time of booking to reserve your requested dates. The remaining balance is due upon completion of services. Your deposit is applied toward the total cost of your reservation.
- Because we reserve staff availability, build schedules, and may decline other booking requests based on your reservation, the Reservation Deposit is non-refundable.
- If you cancel more than 14 calendar days before your scheduled service start date, your Reservation Deposit will be converted to a non-refundable account credit valid for 12 months from the date of cancellation. Account credits may be applied to one or more future eligible reservations until the credit balance is exhausted, provided the credit is used within the 12-month validity period. The credit has no cash value and may not be transferred to another client.
- If you cancel 14 calendar days or fewer before your scheduled service start date, your Reservation Deposit is forfeited and no account credit will be issued.
- If you cancel on the calendar day before your service start date or on the calendar day of your service start date, you will be charged the remaining balance in full.
- If your reservation is shortened after services have begun (for example, you return home early and cancel any remaining visits), those canceled visits are non-refundable/charged in full.
- Changes to reservation dates are treated as cancellations and are subject to this same policy. Any new dates requested are subject to availability and current pricing.
- If Canine Concierge cancels your reservation for any reason, you will receive a full refund of any payments made for the canceled services.
- Holiday reservations (all federal/bank holidays) require payment in full. Payment is non-refundable and non-transferable. This applies to the entire reservation whenever any portion of the reservation falls on or around a holiday. For example, a reservation from December 22 through December 28 is considered a holiday reservation, and the entire reservation is non-refundable. When you make your reservation, you will be prompted to pay the 50% deposit. We will collect the remaining balance before approving the reservation. Once approved, the reservation is non-refundable and non-transferable to another date or set of dates.
Example:
You book $500 in services beginning Tuesday, September 1. You pay a $250 Reservation Deposit at the time of booking.
- If you cancel on or before Monday, August 17 (more than 14 calendar days before your service begins), your $250 deposit will be converted to an account credit that may be used toward future eligible services for up to 12 months.
- If you cancel between Tuesday, August 18 and Sunday, August 30 (14 to 2 calendar days before your service begins), you forfeit your $250 deposit.
- If you cancel on Monday, August 31 (the calendar day before service) or Tuesday, September 1 (the day service begins), you will be charged the remaining $250 balance, making the reservation non-refundable in its entirety.
If you do not cancel, your $250 Reservation Deposit is applied toward your total balance, and the remaining $250 will be charged upon completion of your services.
Overnight Boarding
- A non-refundable Reservation Deposit equal to 25% is required at the time of booking to reserve your pet’s stay. This deposit is applied toward the total cost of your boarding reservation.
- Because boarding availability is extremely limited, and even with wait lists, we often cannot fill spots at the last minute. Therefore, the Reservation Deposit is non-refundable and non-transferable, regardless of when the reservation is canceled.
- The remaining balance is due on the last day of service unless otherwise arranged.
- Our cash discount is based on the total reservation cost, not the payment method used for the Reservation Deposit. If your Reservation Deposit is paid by credit card and the remaining balance is paid by cash, the applicable cash discount will be deducted from your final balance due.
- Cancellations made on the calendar day before your first day of service or on the calendar day of the start of your service, will be charged the remaining balance in full.
- Changes to boarding dates are subject to the same policy as cancellations. Any new dates requested are subject to availability and current pricing.
- Holiday boarding reservations (all federal/bank holidays) require payment in full at the time of booking. Payment is non-refundable and non-transferable. This applies to the entire reservation whenever any portion of the stay falls on or around a holiday. For example, a reservation from December 22 through December 28 is considered a holiday reservation, and the entire reservation is non-refundable. When you make your reservation, you will be prompted to pay the 25% deposit. We will collect the remaining balance before approving the reservation. Once approved, the reservation is non-refundable and non-transferable to another date or set of dates.
Example:
You book $500 of services beginning Tuesday, September 1. You pay a $125 Reservation Deposit (25%) at the time of booking to guarantee your spot. Once the deposit is paid, it is non-refundable, other than as stated in our exception policy below. The remaining balance (total minus the deposit) is due on the final date of service. In this example, if you cancel on Monday, August 31, or Tuesday, September 1, you will owe the remaining balance.
Exception Policy
Exceptions to this policy (refunds) are limited to the following circumstances:
- The death of the client, the client’s spouse or partner, child, parent, sibling, or the pet(s) scheduled for our care.
- A government-declared emergency that legally prevents travel.
Supporting documentation may be requested.
Any exception granted outside of these circumstances is a one-time courtesy, made solely at the discretion of Canine Concierge. Approval of an exception does not modify this policy or establish a precedent for future reservations.
Reservation Policy
There is a $20 fee for reservations requested the day of or day before 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.
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 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 system, you can show us in person how to operate it. Please note there is no charge to book time with us for an initial 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. Since we work as a team, we do not generally coordinate meetings with all of the sitters who may be taking care of your pet(s). You will be meeting with a manager or primary sitter who will then communicate all of the details from the meeting with the rest of our team.
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 $20.00 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 or deposit.
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:
Member rate dog walks & visits:
- Cancellations made on the calendar day of service will be billed in full (100%).
- Cancellations made the calendar day before service will be billed at 50% of the scheduled service.
- There is no charge for cancellations made two or more calendar days before service.
- Changes in date and/or time made to a reservation on the calendar day of, or the calendar day before a service is scheduled, are subject to the same policy as cancellations.
Non-member rate visits (visits which are not recurring regularly) and Daycare:
- Cancellations made on the calendar day of service will be billed in full (100%).
- Cancellations made the calendar day before service will also be billed in full (100%).
- There is no charge for cancellations made two or more calendar days before service.
- Changes in date and/or time made to a reservation on the calendar day of, or the calendar day before a service is scheduled, are subject to the same policy as cancellations.
Vacation Pet Sitting, Multi-Day Drop-In Visits, Cat Sitting & Small Pet Sitting
- A 50% Reservation Deposit is required at the time of booking to reserve your requested dates. The remaining balance is due upon completion of services. Your deposit is applied toward the total cost of your reservation.
- Because we reserve staff availability, build schedules, and may decline other booking requests based on your reservation, the Reservation Deposit is non-refundable.
- If you cancel more than 14 calendar days before your scheduled service start date, your Reservation Deposit will be converted to a non-refundable account credit valid for 12 months from the date of cancellation. Account credits may be applied to one or more future eligible reservations until the credit balance is exhausted, provided the credit is used within the 12-month validity period. The credit has no cash value and may not be transferred to another client.
- If you cancel 14 calendar days or fewer before your scheduled service start date, your Reservation Deposit is forfeited and no account credit will be issued.
- If you cancel on the calendar day before your service start date or on the calendar day of your service start date, you will be charged the remaining balance in full.
- If your reservation is shortened after services have begun (for example, you return home early and cancel any remaining visits), those canceled visits are non-refundable/charged in full.
- Changes to reservation dates are treated as cancellations and are subject to this same policy. Any new dates requested are subject to availability and current pricing.
- If Canine Concierge cancels your reservation for any reason, you will receive a full refund of any payments made for the canceled services.
- Holiday reservations (all federal/bank holidays) require payment in full. Payment is non-refundable and non-transferable. This applies to the entire reservation whenever any portion of the reservation falls on or around a holiday. For example, a reservation from December 22 through December 28 is considered a holiday reservation, and the entire reservation is non-refundable. When you make your reservation, you will be prompted to pay the 50% deposit. We will collect the remaining balance before approving the reservation. Once approved, the reservation is non-refundable and non-transferable to another date or set of dates.
Example:
You book $500 in services beginning Tuesday, September 1. You pay a $250 Reservation Deposit at the time of booking.
- If you cancel on or before Monday, August 17 (more than 14 calendar days before your service begins), your $250 deposit will be converted to an account credit that may be used toward future eligible services for up to 12 months.
- If you cancel between Tuesday, August 18 and Sunday, August 30 (14 to 2 calendar days before your service begins), you forfeit your $250 deposit.
- If you cancel on Monday, August 31 (the calendar day before service) or Tuesday, September 1 (the day service begins), you will be charged the remaining $250 balance, making the reservation non-refundable in its entirety.
If you do not cancel, your $250 Reservation Deposit is applied toward your total balance, and the remaining $250 will be charged upon completion of your services.
Overnight Boarding
- A non-refundable Reservation Deposit equal to 25% is required at the time of booking to reserve your pet’s stay. This deposit is applied toward the total cost of your boarding reservation.
- Because boarding availability is extremely limited, and even with wait lists, we often cannot fill spots at the last minute. Therefore, the Reservation Deposit is non-refundable and non-transferable, regardless of when the reservation is canceled.
- The remaining balance is due on the last day of service unless otherwise arranged.
- Our cash discount is based on the total reservation cost, not the payment method used for the Reservation Deposit. If your Reservation Deposit is paid by credit card and the remaining balance is paid by cash, the applicable cash discount will be deducted from your final balance due.
- Cancellations made on the calendar day before your first day of service or on the calendar day of the start of your service, will be charged the remaining balance in full.
- Changes to boarding dates are subject to the same policy as cancellations. Any new dates requested are subject to availability and current pricing.
- Holiday boarding reservations (all federal/bank holidays) require payment in full at the time of booking. Payment is non-refundable and non-transferable. This applies to the entire reservation whenever any portion of the stay falls on or around a holiday. For example, a reservation from December 22 through December 28 is considered a holiday reservation, and the entire reservation is non-refundable. When you make your reservation, you will be prompted to pay the 25% deposit. We will collect the remaining balance before approving the reservation. Once approved, the reservation is non-refundable and non-transferable to another date or set of dates.
Example:
You book $500 of services beginning Tuesday, September 1. You pay a $125 Reservation Deposit (25%) at the time of booking to guarantee your spot. Once the deposit is paid, it is non-refundable, other than as stated in our exception policy below. The remaining balance (total minus the deposit) is due on the final date of service. In this example, if you cancel on Monday, August 31, or Tuesday, September 1, you will owe the remaining balance.
Exception Policy
Exceptions to this policy (refunds) are limited to the following circumstances:
- The death of the client, the client’s spouse or partner, child, parent, sibling, or the pet(s) scheduled for our care.
- A government-declared emergency that legally prevents travel.
Supporting documentation may be requested.
Any exception granted outside of these circumstances is a one-time courtesy, made solely at the discretion of Canine Concierge. Approval of an exception does not modify this policy or establish a precedent for future reservations.
Reservation Policy
There is a $20 fee for reservations requested on the day of or day before 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.
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!
Pet Visits Available:
© 2026 Canine Concierge LLC | All rights reserved. Trademarks and Brands are the property of their respective owners.|Privacy Policy