Policies and FAQs
Miami Pet Concierge Policies
To provide the best possible care for our Client’s pets, we enforce the following policies.
We believe these policies act in the best interests of our Clients and the Miami Pet Concierge team members.
Initial Consultation
The initial consult takes place in the client's home so we can meet their pets, learn their routines, and ensure that both parties are the right fit.
Before the meeting, the client must complete their online profile, including adding an up-to-date credit card, so we can come prepared with any questions.
At the time of registration, we charge a New Client Registration fee of $35 for all new clients, which covers the lifetime maintenance and service of the client account in our portal.
If a client requires a second meet and greet before the start date of service (for a sitter to become reacquainted with the pets, for us to learn new routines, medical routines, etc.), a $30 per meet and greet will be charged.
Booking Services, Late Booking Fees & Payments
Dog Walking service requests must be submitted through our client portal, email, or text by 8 PM the night before services are needed. Any requests after 8 pm will incur a Late Booking Fee of $5.
Daily Dog Walks are charged bi-weekly.
Pet Sitting, Happy Cat Care, Overnight Pet Care, "Almost" Overnight Care, and all Puppy Training Programs require a 50% deposit at the time of booking to secure the requested services.
Once Miami Pet Concierge has confirmed the availability of services, a 50% deposit will be charged to the credit card on file to secure the dates and services requested and an email confirmation will be sent. The balance will be charged within three days of the service's start date.
Pet Sitting, Happy Cat Care. Almost Overnight Pet Care, and Overnight Pet Care scheduled within three days of the start date will be charged an additional $25 Late Booking Fee.
All other services require full payment when services are completed.
All clients must keep an up-to-date credit card on file. Should the credit card on file expire or decline, the client will incur a $5 fee per day late fee.
We only accept credit card payments.
Cancellations & No Shows
We understand that life happens and sometimes you need to cancel your plans. Of course, nobody likes to pay for a service they did not use. However, since we schedule our client’s visits so precisely and turn away other clients to give each pet in our care their desired amount of time, care and attention, we typically cannot fill the empty spots a cancellation creates.
To provide the absolute best care for our client’s pets, keep our team members happy and productive, and ensure our office is operating as efficiently as possible, we have implemented the following Cancellation Policy on all appointments
Dog Walks: Services can be canceled by 8 pm the night before service begins without being charged.
Pet Sitting and Happy Cat Care: Once service is confirmed and a 50% deposit has been collected, we will dedicate time to you and not overbook. All cancellations before 48 hours of the service's start date will receive a credit for use on future service. Credit must be used within six months of the cancellation date.
The client will be charged in full for cancellations with less than 48 hours notice, and no credit will be applied.
Early returns or late departures will not be refunded.
Overnight Pet Care, Almost Overnight Care, Boarding, and all Puppy Training Programs: Due to the exclusive nature of Overnight Pet Care, Almost Overnight Care, Boarding, and all of our Puppy Training Programs, our Pet Care Specialists must decline all other requests for these services that coincide with the dates you have booked. Once services are confirmed and a 50% deposit has been collected, we dedicate time to you and not overbook.
All cancellations with a minimum of 2 weeks from the start date of services will receive a credit for use for future bookings. All credits must be used within six months of the cancellation date.
For cancellations with less than 2 weeks' notice from the start date of service, the client will be charged in full, and no credit will be applied.
Early returns or late departures will not be refunded.
No Shows: Should a Pet Care Specialist arrive for a scheduled service and be turned away or the pet is not home, the full-service charge will incur.
Home Access & Parking
Home Access:
Miami Pet Concierge uses a lockbox system for all clients living in free-standing homes.
At the time of the client's consultation, a brand-new lockbox will be provided (at a one-time fee of $40), and the combination and location of where the lockbox will be stored will be determined.
Clients are responsible for the lockboxes between services and maintaining their functionality. Should a lockbox become dysfunctional while Miami Pet Concierge is providing services, a new lockbox will be provided, and the client will be charged a fee of $40 for the replacement lockbox.
In addition to using lockboxes, we require one set of house keys for all clients living in free-standing buildings to be stored in our office safe if an emergency arises.
If a client lives in a high-rise or apartment, arrangements must be made before the service start date for a key/fob for the client's unit to be left at the front desk or building concierge.
Should you use a coded lock on your front door or garage, one set of house keys must be provided at the initial consultation should the device stop working during services.
If you do not provide us with house keys during your initial consultation, or if you need to provide a replacement key for your home, there is a $30 fee to pick it up.
We recommend all clients keep their house keys on file with Miami Pet Concierge between services for convenience. If you would like your keys returned, we will be more than happy to drop them off for a fee of $30.
If an access fob to the client's building or the elevator is not received, a $5.00 per visit will be charged for added time checking in and out with the concierge of the client's building.
For liability reasons, under no circumstances will Miami Pet Concierge accept hidden keys under doormats or other objects as a means of entry into our clients' homes.
Parking:
For those clients who live in homes or buildings that do not have guest parking, complimentary valet, a parking structure, or who require guests to use street parking, Client's will be responsible for the cost of parking.
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. In addition, it allows the company to adequately and efficiently schedule its 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 doubtful that we will 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. We can only attract the best pet care professionals to work for Miami Pet Concierge by guaranteeing our regular staff appointments and a steady income.
Cancellation fees are shared between the business and your pet sitter, counting on the income from the booking. Often our sitters plan their vacations or family time around Client schedules. The fee is strictly enforced to repay our staff for their dedication to their job. The Client can always refuse to pay it. However, we will no longer accept bookings moving forward if that occurs. We want Clients who respect us as much as we respect them, their pets, and their homes.
Online Reservations & Profile
Our super convenient online scheduling system makes it easy to request care for your pets. You must use the online scheduling program to book your visits. This helps us keep communications clear and in one place. It is your responsibility to keep your profiles up to date; this is what our pet sitters refer to, to care for your animals to your specifications. If you need to cancel, you must either cancel through the client portal, email or call the office. We do not accept cancelations through text–NO exceptions.
Friends & Family Access
We understand that your friends and families may want to check in on your pets while you are away; however, to ensure the safety of your pets and home, only residents of the dwelling are allowed access during scheduled services.
If we arrive at your home and there is an unexpected person in your home, we will leave immediately and call you.
Additionally, Miami Pet Concierge is not responsible for any damages incurred to or in your home or to your pet during any period that anyone other than Miami Pet Concierge has access to your home.
Failure to comply will result in a breach of contract, as our insurance does not permit such situations.
Minimum Requirements for Visits
Though we recommend three (3) daily visits for dogs, we will accept twice (2) daily visits no longer than every twelve (12) hours.
All other pets including cats, birds, ferrets, bunnies, fish, small-caged pets, and reptiles require at least one (1) visit per day. NO EXCEPTIONS will be made. This is for the health and well-being of your pets, and the safety of your home.
Holidays
A non-refundable 50% deposit is required to secure all Happy Cat Care, Pet Sitting, Boarding, Overnight Pet Care, and Almost Overnight Care reservations during the holidays (see the list of major holidays below).
For services canceled one week (1) before the start of service, the client will be charged the total amount for the services booked. NO EXCEPTIONS.
Early returns or late departures will not be refunded.
There is a $25 surcharge on all services that occur on the following major Holidays including:
• New Year's Day
• Easter
• Mother's Day
• Memorial Day
• Father's Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas Eve
• Christmas Day
• New Year's Eve
Frequently Asked Questions
Let's save you more time. Leave the pet care to us.
How much notice do you need to schedule future services?
Do I need to give you the keys to my home?
We use lockboxes to provide services. Please visit our polices page to learn more.
