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.

Booking Deposits, Payment Structure, & Holidays

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 2 weeks 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.

Holiday Booking Policy

During peak holiday periods, a premium holiday rate will apply to all pet care services. This reflects the 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

Overnight Stays

Cancellations made 14 or more days prior to the start date will receive a full refund or credit.

Cancellations made 3–13 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. 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.

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. Thank you for being a valued part of our Finn + Lola family.