Please reach us at carolinespetconcierge@gmail.com if you cannot find an answer to your question. These policies are designed to ensure consistent, safe, and high-quality care for all pets while setting clear expectations for clients.
Caroline’s Pet Concierge provides professional pet care services with a focus on safety, reliability, and quality of life. All services are provided based on the information supplied by the client and the pet’s behavior at the time of the visit.
The company reserves the right to refuse or discontinue services if a pet exhibits aggressive, unsafe, or unpredictable behavior that poses a risk to the pet, the caregiver, or others. Additionally, services may be discontinued if, in the company’s professional judgment, the owner is not acting in the best interest of the pet.
A meet and greet is required prior to the commencement of services for all new clients. This meeting is used to review care instructions, assess pet behavior, confirm access procedures, and determine suitability of services.
The company reserves the right to require a new meet and greet for existing clients when booking specialty or package-based services to evaluate updated needs, expectations, and scope of care.
No services will be scheduled or confirmed without a completed meet and greet.
All services are delivered within the scheduled visit timeframe. Time begins upon arrival and includes all agreed-upon care tasks.
Requests for additional services outside of the original booking will not be accommodated within the existing visit. Additional time or services must be scheduled and approved in advance.
This policy ensures consistency, proper time allocation, and the highest standard of care for every visit.
Enrichment activities may be provided as part of services and may include play, exercise, and basic engagement. Activities are selected based on the pet’s age, behavior, health, and energy level.
All enrichment is supervised and conducted with a focus on safety and appropriate handling. Activities may be modified or discontinued at any time if a pet exhibits signs of stress, fatigue, or unsafe behavior.
Enrichment services do not include formal training or behavior modification. Caroline’s Pet Concierge is not responsible for minor injuries, normal wear to toys or equipment, or incidents resulting from typical pet behavior during supervised activity.
Caroline’s Pet Concierge provides limited medication assistance and aftercare support to help pet parents maintain routine, at-home care. All services are performed with discretion, patience, and close attention to each pet’s comfort, and strictly in accordance with written instructions provided by a licensed veterinarian.
Supportive services may include the administration of oral medications, topical treatments, and other non-invasive care as directed. Clients must provide clear, written instructions, including dosage, timing, method of administration, and any special handling requirements. All medications must be clearly labeled and supplied by the client.
While reasonable care will be exercised, Caroline’s Pet Concierge does not guarantee successful administration in cases where a pet resists, becomes stressed, or exhibits unsafe behavior. Services may be modified or discontinued if administration poses a risk to the pet or caregiver.
These services are supportive in nature and are not a substitute for professional veterinary care. Caroline’s Pet Concierge does not provide medical advice, diagnosis, or treatment decisions.
Pet transportation services include safe transport to and from veterinary clinics, grooming appointments, daycare facilities, events, or other pre-approved destinations.
Clients are responsible for ensuring pets are ready for transport and for providing appropriate equipment, including leashes, harnesses, or carriers. All pets must be safely secured at all times. Cats must be transported in a secure, fully enclosed carrier with a locking mechanism. Services may be refused if proper restraint is not provided or if a pet cannot be safely handled.
Clients must disclose any behavioral concerns, anxiety, motion sickness, or history of aggression that may impact safe transport.
Transportation is limited to agreed-upon destinations. Additional stops, changes, or extended wait times must be arranged in advance and may incur additional fees.
Transportation services do not include medical decision-making or authorization of treatment. Caroline’s Pet Concierge is not liable for delays or issues beyond reasonable control and will exercise reasonable care during all transport.
Clients are responsible for providing safe, secure, and reliable access to their home for the duration of services. All access instructions must be accurate, functional, and communicated in advance. Any changes to access procedures must be provided prior to the scheduled service.
For homes utilizing digital or smart access systems (including keypads, smart locks, garage entry systems, or app-based entry), clients are required to provide a reliable backup method of entry in the event of power outages, connectivity issues, or device malfunction. Backup access may include, but is not limited to, a physical key, lockbox, or alternative approved entry method.
Caroline’s Pet Concierge is not responsible for service delays, missed visits, or additional fees resulting from inaccessible properties due to faulty, inoperable, or improperly communicated access methods.
Caroline’s Pet Concierge is not liable for malfunctions related to locks, alarm systems, smart devices, or home automation systems, unless such damage is the direct result of negligence.
Clients are required to provide complete and accurate information regarding each pet prior to the start of services. This includes, but is not limited to:
Clients must promptly update Caroline’s Pet Concierge of any changes in behavior, health, or environment that may impact the safety or quality of care.
Failure to disclose relevant or accurate information may result in immediate refusal or cancellation of services without refund. The company reserves the right to discontinue services at any time if undisclosed information presents a risk to the pet, caregiver, or others.
In the event of a medical emergency, Caroline’s Pet Concierge will make reasonable efforts to contact the client immediately using the contact information provided. If the client cannot be reached, the designated emergency contact and/or preferred veterinary clinic will be contacted.
If neither the client nor the emergency contact is reachable, Caroline’s Pet Concierge is authorized to seek veterinary care at the nearest appropriate or available licensed veterinary facility to ensure the pet receives timely medical attention.
Clients are solely responsible for all veterinary expenses incurred. Caroline’s Pet Concierge does not advance payment for veterinary services under any circumstances. Clients must ensure that a valid payment method is on file with their preferred veterinary provider or provide authorization for payment directly with the treating facility.
Caroline’s Pet Concierge will follow the client’s stated veterinary preferences when possible; however, provider availability cannot be guaranteed in urgent situations.
Caroline’s Pet Concierge is not liable for outcomes related to veterinary care, including illness progression, complications, or death, provided reasonable care and judgment were exercised in seeking treatment.