305.773.3999

info@miamipetconcierge.com

Policies and faq's

To be able to provide the best possible care for our client’s pets, we do enforce the following policies.  
We believe these policies act in the best interests of our Client’s, as well as the Miami Pet Concierge team members.
 

Initial Consultation:

The initial consult takes place in your home so we can meet your pets, learn their routines, and ensure both parties are the right fit. You must fill out your online profile completely (including an up to date credit card) before the meeting so the Client Profile, Pet Profile Service Agreement, and Cancellation Policy can be reviewed, and any questions you have answered. 

 

  • There is a $35 registration fee for all new clients at the time of the consultation.  This fee covers the client’s portal maintenance and upkeep.
  • If a client requires a second meet and greet prior to the start date of service (for the sitter to become reacquainted with the pets, for us to learn new medical routines, etc.) a $25 charge per meet and greet will be charged. 

Home Access

Clients Who Live In Free Standing Homes:

At the time of your New Client Consultation, Miami Pet Concierge will provide the client with a new lockbox at a one-time charge of $30. During the meeting, both the code and the location of the lockbox will be determined. Please be advised you must provide one set of house keys to remain locked in our office safe for emergencies.  In the unlikely event of an emergency that has prevented the sitter from being able to provide service, the spare key will be used to provide uninterrupted service. 

Should the client use a coded lock on their front door or garage, one set of house keys is still necessary for the event that the battery dies or electricity were to go out during the time of service. 

If the clients do not provide us with house keys during their initial consultation, or they need to provide a replacement key for their home, we would be more than happy to pick it up from the client at the fee of $15.

Clients Who Live In Buildings:

Clients who live in a building will be required to keep two sets of hours keys and at least one fob or access card for their building on file with us. 

House keys and your building fobs and or access cards must be available during the initial consultation. If we have to pick up the client’s keys, fob, or access card at a later date, we will do so for a fee of $15. 

If we do not have two sets of house keys on file by the start of service, Miami Pet Concierge will make a copy of the client’s house key that we do have on file and a fee of $25 fee will be added to your invoice.

Payment:

All clients must keep an up-to-date credit card on file. Should the credit card on file expire or decline, the client will be charged a $10.00 fee. Clients who are scheduled for repeated Dog Walks and Dog Park Visits will be charged on a bi-weekly basis. Pet Sitting, Cat Care, Overnight Pet Care, and Boarding services require a 50% deposit to secure the bookings; the balance will be charged on the day service begin. All other services require full payment when services are completed.

Cancellations & No Shows:

We understand that life happens and sometimes you need to cancel your plans. Of course, nobody likes to have to pay for a service they did not use. However, since we schedule our client’s visits so precise and turn away other clients in order to give each pet in our care their desired amount of time, care and attention, we typically are unable to fill the empty spots a cancellation creates.

In order to provide the absolute best care for our client’s pets, keep our team members happy & productive, and ensure our office is operating as efficiently as possible, we have implemented the following Cancellation Policy on all appointments.

Dog Walks and Dog Park Visits: Services can be canceled by 8 PM the night before service is to begin without incurring a charge.

Pet Sitting and Happy Cat Care:  Once service is confirmed, and a 50% deposit has been collected we dedicate time to you and do not overbook.  All cancellations with a minimum of 48 hours’ will receive a credit for use on future service. Credit must be used within 6 months of the cancellation date. For cancellations with less than 48 hours’ notice, the client will be charged in full and no credit will be applied.  Early returns or late departures will NOT be refunded.

Overnight Pet Care and Boarding: Due to the exclusive nature of Overnight Pet Care and Boarding, our Pet Care Specialists must decline all other requests for Overnight Pet Care and Boarding that coincide with the dates you have booked.  Once service is confirmed, and a 50% deposit has been collected we require a 2-week cancellation of the full 50% deposit, NO EXCEPTIONS. For cancellations with less than 2-week notice, the client will be charged the full amount for services booked. 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. 

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 Miami Pet Concierge.

Cancellation fees are 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 their job and to you and your pet. The Client always has the ability to refuse to pay it, however, if that occurs we will no longer accept bookings moving forward. We want Clients who respect us as much as we respect them, their pets and their homes.

Online Reservations and 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.

Additional Persons in Your Home:

To ensure the safety of your pets and home, no other person should have access during the service period. No other person is permitted to care for your pets during the service period in order to avoid missed/doubled feedings or medications, pets escaping, etc. Failure to comply will result in a breach of contract, as our insurance does not permit such situations.

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Minimum Requirements for Visits:

Though we recommend three daily visits for dogs, we will accept twice daily visits no longer than every 12 hours. All cats will be visited no less than once per day. No exceptions will be made. This is for the health and well-being of your pets, and the safety of your home.

Holiday's:

A non-refundable 50% deposit is required to secure all Happy Cat Care, Pet Sitting, Boarding, and Overnight Pet Care reservations during the holidays (see the list of major holidays below).

For services canceled 1-week prior to the start of service, the client will be charged the full amount for the services booked.  NO EXCEPTIONS.  Early returns or late departures will not be refunded. 

There is a $20 surcharge on all services that occur on the following major Holiday’s including:

New Year’s Day
Easter
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas Eve
Christmas Day
New Year’s Eve

Frequently Asked Questions

How much notice do you need to schedule future services?

We ask that you schedule your services as soon as you can as we do book up quickly. Especially during the holidays we suggest giving yourself ample time to be sure your pets are on our schedule for services.

Do I need to give you the keys to my home?

We require two sets of house keys and at last one card/fob for building access, elevators and/or parking structures. One for the sitter who will be caring for your pets during the time of your scheduled services and one set that stays in our safe for emergency purposes only. You are welcome to take back your keys/cards/fobs between services, by picking them up at our main office, or we can return them to you for a fee of $15.00. To make it more convenient for you, we suggest keeping your keys/access cards and fobs on file with us so you are prepared for future bookings.

What happens if I lock myself out of my home?

We cannot guarantee that this service will be available. However in the event that one of our clients locks themselves out of their home, Miami Pet Concierge, may provide residential lock-out services for the fee of $45 per incident.

How will I be billed?

We ONLY accept credit cards.

Dog Walking services are billed on a bi-weekly basis.

All other services require a 50% deposit to book services.  Once payment is received, a confirmation email for the requested services will be sent. The additional amount owed will be charged to the credit card on file on the first day of services.

Holiday service requests require the full-service amount to be collected at booking.  Holiday booking fees are non-refundable.

What happens if my return travel is extended or delayed?

We always keep our client’s pets on our schedule until we hear from the client that they have arrived home safely.  Should you have to extend your travels or become delayed, you can be sure that your pets will continue to be cared for by our team.

Do you have references?

We would be more than happy to provide references upon request.

What happens if I have an emergency and I need to travel suddenly?

We will do our best to accommodate our clients when an emergency arises.  Should an emergency happen, please call us directly at 305.773.3999 to schedule services.

Will the same pet sitter care for my pet(s) during each visit?

We try our hardest to have the same sitter care for your pets when you require services.  Should there be a change in sitter, we will contact you before services are to begin.

Why do I have to have an initial consultation?

All new clients must schedule an initial consultation prior to the first day of services to discuss your pet’s needs, schedule, etc.  Consultations are complimentary.

What happens if I am away and there is a hurricane or other weather issue?

We encourage all of our clients to have a contingency plan should an emergency occur – such as a tropical storm, hurricane, power outage, etc.

We are committed to providing our clients’ pets with the best care possible during this time. However, our safety coming and going from our clients’ homes must be considered as well as the safety and well being of our own homes, families, and pets.

We recommend that our clients emergency plan be set in place prior to traveling and to discuss this plan with us to be sure it can be implemented should an issue occur.

Should a catastrophic event take place that requires an evacuation, clients will be required to make their own arrangements for their pets care as we cannot promise we will be able to evacuate with them.  During a natural disaster, Miami Pet Concierge representatives WILL NOT stay in our client’s homes under any circumstance.

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