Pet Concierge Booking, Service + Cancellation Policies

At Finn + Lola, we believe exceptional service begins with clarity and mutual respect. The policies below are designed to protect both your time and ours, ensuring we can deliver the consistent, thoughtful care your home and pets deserve.

Effective 2/16/26: The policies below apply to all new bookings and to any existing bookings not yet secured with payment.

Payment Methods

We’re happy to accept card, ACH, check, or cash.

4% Discount for ACH/Check/Cash (effective 2/18/26)
Clients receive a 4% discount when payment is made by ACH, check, or cash. Card payments are always welcome at the standard rate.

If you’d like ACH details, please reach out and we’ll send instructions.

Booking Deposits, Payment Structure, & Holidays

To confirm your booking and reserve time on our schedule, payment is required in advance.

Overnight Stays

Bookings scheduled 60+ days in advance (Reservation Retainer + Deposit Schedule)

To hold dates on our calendar, a reservation retainer is required:

$250 retainer for 1–3 nights
$500 retainer for 4+ nights

This retainer is applied to your final invoice.

Then:

30 days prior to start date: payment is due to bring the booking to 50% paid
5 days prior to start date: the remaining balance is due

Card on file requirement (all overnight bookings):
A card is required on file; clients may pay by ACH, check, or card. If payment is not received by the stated due date, the card on file will be charged for the outstanding balance to keep the reservation confirmed.

Bookings within 60 days

50% deposit is due at booking to reserve dates
Remaining balance is due 5 days prior to the start date

A card is required on file; clients may pay by ACH, cash/check, or card. If payment is not received by the stated due date, the card on file will be charged for the outstanding balance to keep the reservation confirmed.

Walks & Drop-In Visits

Prepayment is required to schedule all walk or drop-in appointments.
Walk packages (5, 10, or 20 visits) must be paid in full at the time of purchase.
Recurring clients may request a weekly invoicing option (subject to approval).

Unpaid reservations are considered unconfirmed and may be released to other clients.

Holiday Booking Policy

During peak holiday periods, a premium holiday rate will apply to all pet care services. This reflects increased demand, limited availability, and the personal commitment required from our team during major family and travel seasons.

Holiday rates are applied as an elevated nightly or hourly rate rather than a flat fee. These rates ensure we can continue providing exceptional care and consistency, even during the busiest times of the year.

Holiday rate periods include (but are not limited to):

Thanksgiving Week
December 20 – January 2
Memorial Day Weekend
Fourth of July
Labor Day Weekend
MEA Weekend (Minnesota)
Spring Break / Easter Weekend
Presidents Day Weekend

Holiday bookings are subject to a minimum stay requirement:

4-night minimum for Thanksgiving, Christmas, and New Year’s
3-night minimum for all other holiday periods

A 50% deposit is required to confirm any holiday booking. Due to limited availability and high demand, standard cancellation policies do not apply during these windows.

If you anticipate needing coverage during a holiday window, we recommend reserving as early as possible, as availability is limited and requests are confirmed on a first-come, first-served basis.

Cancellations, Rescheduling & Life’s Curveballs

Each reservation represents dedicated time set aside just for you. Because we’re a small, service-focused business, last-minute changes impact more than just the calendar, they ripple across the team and the pets we care for. Your understanding allows us to show up with our full attention, and to sustain the kind of personalized care that makes this work so meaningful.

Overnight Stays

Reservation Retainers (Bookings scheduled 60+ days in advance)

If you cancel an overnight booking that was secured with a reservation retainer:

60+ days prior to the start date: your reservation retainer will be issued as a refund or credit toward a future booking.
Less than 60 days prior to the start date: the reservation retainer is forfeited due to date-holding and staffing commitments.

Credit terms:

Credits are non-transferable
Credits must be used within 12 months of the cancellation date
Credits may be applied to one future booking (unless otherwise approved in writing)

Date Changes / Reschedules

We understand that travel plans sometimes shift. Date changes are welcomed when availability allows; however:

Date changes are treated as cancellations if we are unable to rebook the original dates.
If a date change is requested 60+ days prior and we can accommodate the new dates, your retainer will transfer to the updated reservation.

Standard Overnight Cancellation Policy (for payments beyond the retainer)

Unless your booking falls within a holiday/peak window (see Holiday Booking Policy):

Cancellations made 14 or more days prior to the start date will receive a full refund or credit (client’s choice).
Cancellations made 3–13 days prior to the start date will receive a 50% credit.
Cancellations made less than 72 hours (3 days) in advance will be charged in full.

Holiday bookings and peak travel dates may require a 14-day notice for partial refund due to high demand. If future bookings are scheduled, we will apply credit to those.

Daily Walks & Drop-In Visits

Cancellations made by 6:00 PM the day before will receive a full credit.
Same-day cancellations (after 6:00 PM the night prior) will be charged in full.

Emergencies

We understand that life happens. In the case of verified personal or medical emergencies, we will do our best to offer a partial credit or waive fees at our discretion. Please notify us as soon as possible so we can support you and adjust our schedule accordingly.

Note: Excessive or repeated cancellations, even due to emergencies, may affect future booking eligibility.