Policies & Terms of Service

Thoughtful care begins with clear communication.

At Finn + Lola Whole Home Concierge, we operate with integrity, respect for your time, and a commitment to personalized service. To ensure the highest quality experience for all clients, we’ve outlined the following policies for booking, cancellations, and retainers.

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Booking Policies

Advance Notice: Services are available by appointment only. We recommend booking as far in advance as possible to secure preferred dates and times, especially during peak seasons.

New Clients: All new home concierge clients begin with a complimentary 30-minute phone consultation to determine scope and fit.

Service Confirmation: Appointments are confirmed once availability is verified and any required deposits are received. Services are not guaranteed until confirmed by our team.

Custom Requests: We welcome custom concierge needs and will accommodate them whenever possible. Requests outside standard offerings may require additional lead time or a custom quote.

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Cancellation Policy

Standard Appointments (Errands, organization, event prep, etc.):
Cancellations made 24 hours or more in advance will not incur a charge.
Cancellations made less than 24 hours in advance will be billed at 50% of the scheduled service.
No-shows or day-of cancellations will be charged in full.

Retainer Clients:
Services scheduled through your monthly retainer are subject to the same 24-hour cancellation window. Late cancellations will be deducted from your monthly hour bank.

Holiday & Peak Periods:
During holiday weeks and high-volume periods, we may require 48 hours' notice for cancellations.

Emergency Consideration:
We understand that life happens. If you experience an emergency, please contact us as soon as possible. We’ll always aim to be fair and accommodating.

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Concierge Retainers

Our Concierge Retainers are designed for clients who value consistent support and priority access. These monthly programs reserve time on our calendar for your ongoing needs.

Billing & Renewal: Retainers are billed monthly and automatically renew unless paused or canceled with 14 days notice.

Unused Hours: Hours do not roll over into the next month unless otherwise agreed upon in writing.

Overages: Services exceeding the monthly hour limit will be billed at the standard hourly rate.

Custom Plans: We’re happy to design bespoke retainer plans for families, seasonal residents, or clients with complex needs. Please inquire.

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Payment & Purchases

Service Fees cover time, coordination, and expertise only.
Any items purchased on your behalf—such as groceries, gifts, or supplies—are billed separately.
Receipts are provided, and reimbursement is due upon invoicing or delivery.

• Accepted Payment Methods: We accept credit card, ACH transfer, or invoice-based payments through our secure client portal. Payment is due upon receipt unless otherwise specified.

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Have questions? We're happy to walk you through any part of our process. At Finn + Lola, we believe in making life simpler—and that includes the fine print.