Pet Concierge Booking, Service + Cancellation Policies

At Finn + Lola Pet Concierge, your reservation is a commitment of our time, and we only accept a limited number of clients to ensure the highest level of care. To respect our team’s schedule and other clients waiting for availability, we kindly ask for advanced notice of any changes.

Reservation & Payment Policy

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

Overnight Stays

A 50% deposit is required at the time of booking to secure your reservation.

The remaining balance is due 72 hours prior to the start of service.

For holiday or peak travel dates, full payment may be required upfront.

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.

Cancellation Policy

Overnight Stays

Cancellations made 7 or more days prior to the start date will receive a full refund or credit.

Cancellations made 3–6 days prior to the start date will receive a 50% refund or 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 a full refund due to high demand.

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.

At Finn + Lola Pet Concierge, each reservation represents dedicated time set aside just for you. As a small, service-focused business, last-minute or repeat cancellations significantly impact our ability to serve others and sustain our team. When we reserve time for your pet, we turn away other clients — and that time is not easily rebooked. We deeply appreciate your understanding and continued support of our small, family-owned business.