Consultstion

The initial consultation is free and arranged at a time convenient for both you and Mason-Dixon Concierge, LLC.  During the consultation, we expect to pick up the signed contracts, other paperwork, as well as the key that will be used when we provide services.  The consultation can last anywhere from 20-45 minutes depending on the completies of the assisgnment.  We want to make sure that both the Home Maker the senior adult both happy and comfortable so a pre-service meeting is mandatory. 

We prefer to email, fax, or mail the necessary paperwork prior to the consultation because as first time clients, this paperwork can be time consuming and this will allow all of the time during the consultation to be spent on more important matters.  Additional consultations after this first visit will be subject to a fee of one $45.00 per thirty minute interval.

Confirmation of service

Mason-Dixon Concierge, LLC will call or email you 24-48 before you are expected to leave to confirm visits with your pet(s).  If you do not receive a confirmation message by phone or email, please call us to verify arrangements.

Any senior care visits during the following time periods, Memorial Day weekend, Fourth of July weekend, week before and week after Thanksgiving, week before Christmas through the week after New Year’s, must be made a minimum of four weeks in advance.  If arrangements are not made in advance according to this time frame, we cannot guarantee your reservations.

All other senior care requests require a minimum of 24-48 hours notice.  For any last minute requests made, there will be an additional surcharge quoted to you at the time your request is made.

Rates and Travel

Our rates are updated periodically.  We provide our new customers with our current rates when an initial consultation is set up or services are requested.  We provide our current clients with our current rates when their next service is scheduled.  We do our best to provide our current clients that have not used our services in a while with a 30 day notice of our current rates.  Travel time is based on MapQuest minutes from our Catonsville, Maryland office and is checked frequently. 

Payment

full payment is required prior to services.    All fees for unplanned expenses or emergencies are due within three days of your return home.  We require full payment for new clients, unless other arrangements are made at our discretion.  We accept payment in the form of checks, cash, or credit card.  Any check returned by the bank, regardless of the reason, is subject to a $35 fee.  Any balance owed thirty days from the date of invoice will be sent to collections.  The client will be responsible for any and all additional fees we incur in the collection process.

Household

We prefer that our clients leave enough supplies (i.e. food, cleaning equipment, medication), however, we don’t mind “running to the store” if you don’t mind the additional charge for cost, time, and mileage.  If you change the location of supplies, inform the personal assistant. Supplies should always be easily accessible.

Emergency Contacts

It is absolutely required that you give your Personal Assistant all of the necessary contact information at the time of your interview or when calling to reserve your services.  If information is not given and we have to order the service of a locksmith, you will be responsible for the entire bill.

Special Requests

Please don’t surprise your personal assistant with a special request on the first day.  Mason-Dixon Concierge, LLC provides great flexibility to our clients; however, please give notice in advance for special requests.

Returning Home Late/Early

When you arrive home, call your pet sitter first thing.  If you are delayed in returning home, Mason-Dixon Concierge, LLC will automatically continue making visits until we hear from our client.  This is an additional reason why it is very important to call your personal assistant the minute you arrive home.  If you do not let Mason-Dixon Concierge, LLC know of your arrival, and we make an unnecessary visit, you will be billed for the visit.

Guests Staying In Your House

Mason-Dixon Concierge, LLC politely declines to provide senior care services if you have family or guests staying in your home while you are gone.  If you will have service people, such as landscapers or maids, accessing your home or yard will you are away, you are to notify Mason-Dixon Concierge, LLC before service begins.  If we are not notified before your departure, the police will be called on all intruders or suspicious acts.

New Locks/Codes

When you call to reserve your service, we will ask you all of the necessary updates.  In preparation have the following information ready when you call, 1) changes in health, 2) new family members, 3) emergency contact numbers, 4) key and code changes

Natural Disasters/Bad Weather/Illness

We STRONGLY ADVISE you to give a house key to a nearby neighbor in the event that your personal assistant can not get to your home due to closed roads (i.e. fire, flooding, or snow).  Every effort will be made to safely drive to your home, but if necessary, the service schedule may be changed, interrupted, or altered due to circumstances.  Additionally, in the event of a natural disaster (i.e. tornado, earthquake, or hurricane), Mason-Dixon Concierge, LLC will do more than our best to procure your loved ones and secure your home.  If we are unable to procure your family member and secure your home, (i.e. road conditions are hazardous, no access available to us), your emergency contact will be notified.  Once your senior family member has been secured, you will be notified of the disaster.

Should the regularly scheduled personal assistant become ill or an emergency arise, another qualified assistant will fulfill the responsibilities.  You will be informed should this occur.

Key Pick Up And Return

No Exceptions- Mason-Dixon Concierge, LLC will NOT pick up or leave keys “under the mat” or the like, and we will NOT lock the keys in the house on the last day.  We strongly recommend that you let Mason-Dixon Concierge, LLC retain your key for future service.  Many of our clients enjoy the comfort of knowing that if something (i.e. working late and you can’t get to your loved ones, iron or stove left on) does come up, your personal assistant has a key and would be more than happy to help you out in a pinch.

During the initial consultation we will ask for a key or copy of a key to enter the premises for the pet visits, including but limited to a door key, gate key, or garage key.  Your key is marked with a code, not your address, and will be kept in a locked box unless it is in our use.  Any additional time that a key needs to be mailed back to the client or the client picks up or drops off the key at our office, there will be a charge of $10.  Should a Personal assistant have to pick up or drop off the key, there will be a charge of $15 plus travel time.

Cancellations

In the event that you need to cancel services, we require notice at least 3 days prior to the first scheduled visit.  Many times we are forced to refuse clients due to unavailable time.  During these instances we greatly appreciate your advanced notice of cancellation.  If the cancellation is made in less than 3 days, you will be charged a cancellation fee of $40.00.

Appointments are NOT scheduled “tentatively”.  They are set unless we hear otherwise from the client.  We will do our best to accommodate requests that are made, however not all requests can be honored due to limited sitter availability.

Clients are still responsible for full payment if cancellations are made while the service is in progress.