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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. 

Lockbox/Keys:

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 and at least one building fob or access card at the time of your consultation. Should you use a coded lock on your front door or garage, one set of house keys is still necessary. 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 $15 fee to pick it up. If you would like your keys to be returned, we will be more than happy to drop them off at a fee of $15. If we do not have a set of keys on the first day of services and need to make a copy of your house key from the lockbox, clients will incur a fee of $25.

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 services begin. All other services require full payment when services are completed.

Cancelations & No Shows:

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.

In order to best serve your needs, our strict cancellation policies are as follows:

  • Overnight Pet Care, Boarding, Pet Sitting & Cat Care is subject to a two-week cancellation period of the full 50% deposit.
  • Regular Dog Walk and Dog Park visits can be canceled by 8 PM the night before services are to begin without incurring a charge.
  • If your dog is not home during your regular appointment or we are sent away at the time of our arrival, 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 Holiday Pet Sitting, Boarding and Overnight Pet Care reservations.
  • There is a $20 per day surcharge on all major Holiday’s.

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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