Consultation
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 number of animals you have and the detail involved in their routines. We
want to make sure that both the sitter and your pet(s) will be 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 pet sitting visit
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 pet sitting 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 pet sitting 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
If your scheduled visits are 10 days or less,
full payment is required prior to services. Greater than 10 days, 50% is required prior to services and
the remainder is due within 3 days upon the client’s arrival home. 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 $25 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/Pet Supplies
We prefer that our clients leave enough pet supplies (i.e. food, litter, treats),
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 sitter. Hidden leashes,
insufficient litter, pet food, or even paper towels creates a hardship and waste of time. Supplies should
always be easily accessible.
Emergency Contacts
It is absolutely required that
you give your pet sitter 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 pet sitter 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 pet sitter 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 pet sitting
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 animal care, 2) new pets, 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 pet sitter 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 animals and secure your home. If
we are unable to procure your animals and secure your home, (i.e. road conditions are hazardous, no access available to us),
your emergency contact will be notified. Once your animals have been secured, you will be notified of the
disaster.
Should the regularly scheduled
pet sitter become ill or an emergency arise, another qualified pet sitter 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 the animals, iron or stove left on) does come up,
your pet sitter 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 Pet Sitter 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.
I promise:
q
To answer clients inquiries and complaints promptly
q
That all sitters are bonded and insured
q
To take precautions to make sure a client’s absence from home is not detected because of
any careless actions or disclosures by the sitter
q
To conduct business with honesty and integrity and observe all federal, state and local laws pertaining
to business operations and animal care
q That
all sitters have experience caring for pets and are mindful of their safety and well being
q
To encourage responsible pet ownership and an awareness of humane and noble animal programs with
my clients and the community
q To
exhibit courtesy and professionalism in all dealings with employees, customers, and industry colleagues so as to present the
pet sitting industry favorably and positively
q To maintain proper insurance coverage
q
To provide conscientious care, including adequate food, water, shelter, medical assistance, and safety
for the animal(s) entrusted to me
q To provide initial
and ongoing training for my sitters
q Provide
written literature as well as a service contract, which specifies services and fees
