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Policy Agreement
Miami Pet Concierge Policies Thank you for choosing Miami Pet Concierge for all your pet care needs. Following, please find our company terms and conditions that relate to providing the best care possible for your pets. We ask that you review them thoroughly before booking services to become familiar with our company policies and contract. In acknowledging and accepting our terms, you agree to all of the following: Mailing Address: 1253 Andalusia Avenue, Coral Gables, Florida 33134 Office Main Number: (305) 773-3999 Email: info@miamipetconcierge.com Website: www.miamipetconcierge.com Instagram: miamipetconcerge Facebook: Miami Pet Concierge LinkedIn: Miami Pet Concierge Twitter: Pet Care Divas Office Hours Monday – Friday 8 AM to 6 PM Saturday – 9 AM to 1 PM Sunday – CLOSED I. OFFICE COMMUNICATION: Clients are welcome to contact the Miami Pet Concierge ("MPC") office anytime during office hours, by phone, email, WhatsApp, or text. Calls, emails, and texts will be returned within 24 hours from the time received. Should a call, email, or text be received after office hours, a representative will respond on the next business day unless it's an emergency. We will contact you as soon as possible. II. TRAVEL COMMUNICATION: Miami Pet Concierge asks that clients use WhatsApp while traveling. This iPhone/Android phone application can be downloaded for free on your mobile device and allows for free texting, video, and photo sharing. Due to different time zones and high international rates, this app enables both the client and MPC to communicate 24 (twenty-four) hours a day. Miami Pet Concierge can be reached directly through WhatsApp at (305) 773-3999. III. AFTER-HOURS COMMUNICATION: In the event, MPC will be working for the client outside of regular business hours, a representative will be available to the client 24 (twenty-four) hours a day during the duration of services. IV. PET SITTERS/DOG WALKERS COMMUNICATION: Pet Sitters and Dog Walkers are not allowed to give clients their cell phone numbers or email addresses. ALL communication must go through the MPC main office mandated by our insurance policy. Any violations of this policy will result in the immediate termination of ALL insurance coverage for services for the client. V. NEW CLIENT CONSULTATIONS: 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 (including an up-to-date credit card) before the meeting to prepare with any questions we may have. 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 before 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. VI. MIAMI PET CONCIERGE REQUIRES PROOF OF ALL PET VACCINATIONS before BEGINNING SERVICES: The following are the vaccines ALL pets must have up to date: Dogs: Rabies, Bordetella, DA2PP (Distemper) Cats: Rabies & Feline Leukemia Failure to maintain up-to-date vaccination records during any scheduled services will result in the immediate cancellation of all scheduled services until proof of current vaccination is provided. VII. ACCESS TO PROPERTY In signing this Agreement, you explicitly authorize MPC employees to enter your property to provide the services described in our contract. To ensure your pet's and home's safety, no other person should have access during the service period unless previously discussed with MPC management. No other person is permitted to care for your pets during the service period to avoid missed/doubled feedings or medications, pets escaping, etc. VIII. LOCKBOXES/HOUSE KEYS/ELEVATOR/BUILDING/PARKING CARDS/FOBS/HIDDEN KEYS: Miami Pet Concierge uses a lockbox system for all clients who live in a free-standing dwelling and or home. Clients are provided their brand new lockbox (at a one-time fee of $30) and will be asked to create a four-digit code during our Initial Consultation. Clients are responsible for the lockboxes between services and maintaining their functionality. For clients using the MPC lockbox service, all disclaimers of liability provisions of MPC's contract shall apply. Please be advised if you live in a high-rise or apartment, you must provide two sets 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, only one set of house keys is must be present at the Initial Consultation. 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. We recommend that all clients keep their house keys with us between services for their convenience. If you would like your keys returned, we will be more than happy to drop them off for a fee of $15. If we do not have two sets of keys on the first day of services and need to make a copy of your house key, clients will incur a fee of $25. Suppose an access fob to the client's building or the elevator is not received. In that case, a charge of $5.00 per visit will be charged for added time checking in and out with the client's building's concierge. 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. IX. PARKING FEES: If a parking fee (meters, garage, valet, etc.) is required at the client's residence, the client will be responsible for the daily charge. Miami Pet Concierge will automatically add the client's bill's daily rate at the end of services. A photo of meters, parking garage receipts, and or valet tags will be included in each feedback as proof of each parking fee your pet care specialist has incurred providing services. Arrangements for private parking should be made when possible to avoid additional fees. X. PAYMENT OPTIONS: All clients must keep an up-to-date credit card on file. Should the credit card on file expire or decline, you will incur a $10 fee. Clients scheduled for repeat Dog Walks and Dog Park visits will be charged on a bi-weekly basis. Pet Sitting, Happy 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. We only accept credit card payments. XI. SCHEDULING REGULAR SERVICES: MPC encourages the client to add needed services to our client portal as soon as they know that they will need pet care to secure the necessary dates, collect deposits, and set up any important meetings beforehand. XII. BOOKING/CANCELLATION POLICIES: We understand that life happens, and sometimes you need to cancel services. Once services are confirmed, we dedicate that time to you and do not overbook. Of course, nobody likes to have to pay for a service they did not use. However, we are trying to employ exceptional staff who love and care for your animals. Sometimes this means you have to pay for a short-notice cancellation. To provide the absolute best care for our client's pets, keep our team members happy and productive, and ensure our office operates as efficiently as possible, we have implemented a Cancellation Policy on all appointments. Cancelation Policies: *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 requests that coincide with the dates you have booked. Therefore, you are subject to a two-week cancellation period of the total 50% deposit. Should you cancel within 72 hours (three days) of the start date of service, you will be charged the total amount of services. *Pet Sitting and Happy Cat are subject to a 48 hour (two days) cancelation period. If you cancel 48 hours or less (2 days), you will be required to pay for the pet sitting or cat care services you have scheduled. For those services canceled before 48 hours (2 days) of your scheduled departure, you will be credited with the total amount to your account for future use. We do not send refunds. *Dog Walk and Dog Park visits can be canceled by 8 PM the night before services begin without incurring a charge. *If your dog is not home during your regular appointment or sent away at the time of our arrival, the full-service charge will incur. 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, instead of across text, email, WhatsApp, and phone. Your responsibility is to keep your profiles up to date; this is what our pet sitters use 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 CANCELLATIONS THROUGH TEXT or WHATSAPP MESSAGING. NO EXCEPTIONS. Our pet sitters and dog walkers cannot accept changes, cancellations, or additions to services. Last Minute Bookings for Boarding and Overnight Pet Care: A last-minute booking is defined as a request made within 5 (five) days of the requested date of service. Any service booked within this period will be subject to a $10.00 per day surcharge added to their final bill. Last Minute Booking Pet Sitting and Happy Cat Care Services: A last-minute booking is defined as a request made within 3 (three) days of the requested date of service. Any service booked within this period will be subject to a $5.00 surcharge per visit, added to their final bill. Dog Walks (Monday - Friday), Dog Park Visits, Puppy Care, Day Care, Prescription Pick-Up & Shopping, and Pet Taxi: For last minute or day of booking, the client will incur a $5.00 per service surcharge. Last-minute bookings consist of booking services after the close of business (6:00 PM), the day before services are to begin. XIII. HOLIDAY SCHEDULE: Miami Pet Concierge is happy to care for our clients' pets over the holidays. A$20.00 per day surcharge will be charged per holiday to help our pet sitters make up for missing their families on those days. MPC Holiday List: New Year's Day Easter Memorial Day Independence Day Labor Day Thanksgiving Christmas Eve Christmas Day New Year's Eve XIV. EMERGENCY PREPAREDNESS/HURRICANE POLICIES: Miami Pet Concierge encourages all of our clients to have a contingency plan should an emergency occur, such as a tropical storm, hurricane, power outage, etc. MPC is committed to providing our clients' pets with the best service possible at this time; however, the safety of our pet sitters coming and going from our client's home must be considered. Miami Pet Concierge asks that a plan be set before the first day of travel and confirms the said plan with MPC to be sure it can be implemented should an issue arise. XV. EMERGENCY TRANSPORTATION TO EMERGENCY VET: Should a medical emergency occur while Miami Pet Concierge is caring for a client's pet, MPC will do everything possible to stabilize and transport the animal to the nearest emergency hospital, should the client's regular veterinarian be closed. If the client prefers a particular emergency vet, please let Miami Pet Concierge know during our initial consultation; add this request in the vet section in our client portal or before the first travel date. Miami Pet Concierge will make every attempt to contact the client before bringing the client's pet to the emergency vet; however, if MPC cannot reach a client, the client's pet will be taken for immediate treatment. All medical bills and costs associated with the emergency treatment will be the responsibility of the client. The client will be charged a rate of $65 per hour for a Miami Pet Concierge employee to remain with the animal until the client arrives or the animal is admitted to staying in the hospital. If transportation to/from the vet/hospital is required during this process, a charge of $55 will incur. XVI. FOOD/MEDICATION/LITTER, ETC., REPLACEMENT: MPC asks that clients keep extra food, medication, litter, etc., on hand when they travel. Should supplies run out while Miami Pet Concierge provides services, MPC will automatically replace the items and apply the total cost of the replacement items and a shopping charge of $20 to the client's final bill. XVII. DELAYED TRAVEL: When providing Boarding, Overnight Pet Sitting, Pet Sitting, and Happy Cat Care, Miami Pet Concierge will continue to care for the client's pets until MPC has confirmation that the client has returned home safely. Should the client be delayed in transit, the pets will be in good hands and continue to be cared for until they return home. Additional charges will apply if further pet care is required. XVIII. PET PHOTO RELEASE: Miami Pet Concierge loves to showcase the client's pets on the company website, marketing materials, and social media (Facebook, Instagram, Google+, Pinterest, and Twitter). MPC asks all clients for permission to take and use their pet's photos in all of the mediums mentioned above and other social media, web-based, or print mediums. Photographs will not be sold or used for any advertisement. XVIV. MINIMUM NUMBER OF VISITS REQUIRED Though we recommend three daily visits for dogs, we will perform a minimum of one visit every 12 hours for dogs and one visit every 24 hours for cats. No exceptions will be made. This is for the health and well-being of your pets and the safety of your home. Miami Pet Concierge Contract Miscellaneous: The customer is to provide all the food, medications, and equipment necessary for the job, including but not limited to tags, collars, leashes, harnesses, treats, kitty litter, and all other pet (s) items relating to service(s). All costs associated with these services will be paid by the customer and will be due as stated in the above Client Policies. The customer further agrees to reimburse Miami Pet Concierge for any of the pets' veterinary or other costs and agrees to give Miami Pet Concierge complete discretion to determine when and if veterinary care may be necessary for the pet (s). At the same time, they are in Miami Pet Concierge's custody or care, should the owner not be reachable. The customer assumes full responsibility for the pet(s) behavior during and after the service(s) assignment(s) and agrees to indemnify and hold Miami Pet Concierge harmless for any damages the pets may cause while in Miami Pet Concierge's custody and care whether or not those damages are caused in whole or in part by Miami Pet Concierge. The customer further agrees to pay all expenses incurred by Miami Pet Concierge in the company's protection and enforcement of the company's legal rights under this Agreement, including but not limited to costs and reasonable attorney fees. This Agreement represents the only Agreement between the Customer and Miami Pet Concierge. The customer acknowledges that it has received no oral representations that are not reflected in this Agreement. I have read and fully understand and agree to the above contract terms. I also agree that I have read Miami Pet Concierge's Policies describing the specifics corresponding to the service(s) I have requested. Health: The Customer certifies that his/her pet (s) are in good health and has/have not been ill with any communicable disease in the last 30 (thirty) days. The customer also certifies that his/her pet (s) has/have received his and/or her vaccinations, as cited in the Client Policies, including but not limited to (Rabies, Bordetella, and DHLPP for dogs and Rabies & Feline Leukemia & for cats) and that they are up to date. LIABILITY DISCLAIMER: IN SIGNING THIS AGREEMENT, THE CUSTOMER ACKNOWLEDGES THAT S/HE HAS CAREFULLY READ AND FULLY UNDERSTANDS IT. CUSTOMER FURTHER AGREES THAT MIAMI PET CONCIERGE (INCLUDING ITS AGENTS, DIRECTORS, OWNERS, EMPLOYEES, AND INDEPENDENT CONTRACTORS) WILL NOT BE LIABLE, AND THAT CUSTOMER SHALL INDEMNIFY AND HOLD THEM HARMLESS FOR ANY LOSS OR DAMAGE OF ANY SORT TO PERSONS OR PROPERTY THAT OCCURS WHILE MIAMI PET CONCIERGE IS CARING FOR YOUR PET, INCLUDING BUT NOT LIMITED TO LOSS OR DEATH OF PET; DAMAGES OR INJURIES CAUSED BY THE PET; DAMAGES TO CUSTOMER'S HOME, LEASEHOLD, OR ITS CONTENTS; OR MUNICIPAL OR OTHER GOVERNMENT FINES INCURRED RELATING TO THE PET(S). CUSTOMER FURTHER ACKNOWLEDGES THAT IN THE EVENT OF A FORCE MAJEURE, INCLUDING BUT NOT LIMITED TO, POWER OUTAGES, HURRICANES, SEVERE STORMS, TERRORIST ACTS, OR WAR THAT PREVENTS MIAMI PET CONCIERGE FROM PERFORMING ITS SERVICES, MIAMI PET CONCIERGE SHALL NOT BE LIABLE FOR ANY DAMAGES THAT MAY RESULT FROM FAILING TO PERFORM. CUSTOMER FURTHER ACKNOWLEDGES THAT HIS/HER SOLE RECOURSE IN THE EVENT OF LOSS OR DAMAGE RESULTING FROM MIAMI PET CONCIERGE'S NEGLIGENT, NEGLIGENCE OF ITS EMPLOYEES AND INDEPENDENT CONTRACTORS, OR BREACH OF CONTRACT SHALL BE THE RETURN OF FUNDS PAID FOR MIAMI PET CONCIERGE'S SERVICES RENDERED ON THE DAY THE EVENT OCCURS. Er authorization: In signing this agreement Customer authorizes Miami Pet Concierge to get Emergency veterinary care for the pet (s) should the customer's specified veterinarian be unavailable. Customer authorizes Miami Pet Concierge to approve medical and or emergency treatment excluding euthanasia, as recommended by a veterinarian, and agrees to reimburse Miami Pet Concierge for expenses incurred, plus any additional fees as needed. Veterinary release: The Customer has read and understands the Miami Pet Concierge's Client Policies & Contract herein and as the Legal Owner of the pet (s) described herein agrees not to hold Miami Pet Concierge responsible for the illness, or injury of any kind, or death of the pet (s) or for any expenses incurred because of illness, any sort of injury, or death of the pet (s) authorized for care herein. Furthermore, this signature is a release for medical treatment for the pet (s) described herein if Miami Pet Concierge deems such care necessary in its sole discretion. ATTORNEY'S FEES, CHOICE OF LAW, FORUM: The parties to this Agreement acknowledge that in the event of any litigation arising under this contract or in association with any services performed hereunder, the proper venue shall be Miami-Dade County Florida, that Florida law shall apply, and that the prevailing party shall be entitled to recover all litigation costs. As used in this Agreement, the term "litigation costs" shall include all fees paid to lawyers, paralegal fees, court costs, expert witness fees, trial consulting fees, court reporter and transcription fees, courier costs, travel costs, and any other costs reasonably related to resolving the dispute, whether incurred before, during or after litigation.
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