booking & service guidelines

BOOKING & AVAILABILITY

Services are available by appointment and must be booked in advance. Same-day or rush requests may be accommodated based on availability and may incur an additional fee. A 1-hour minimum applies to all bookings.

PAYMENT

Payment for concierge services is due upon completion of service unless otherwise arranged. Accepted methods include e-transfer or cash. Cheques are not accepted.

PURCHASES & REIMBURSEMENTS

Clients are responsible for the full cost of purchased items. Pre-payment may be required for specialty, custom or high-value orders. Receipts can be provided upon request.

REFUNDS

Due to the custom nature of concierge services and specialty items, refunds are not available for completed services or for baskets containing perishable goods. Deposits or pre-payments for specialty orders are non-refundable once sourcing has begun.

CANCELLATIONS

A minimum of 24 hours’ notice is required for cancellations. Cancellations made with less than 24 hours’ notice may be subject to a 50% fee, dependent on the booking type.

WEATHER & SEASONAL CONDITIONS

Severe weather, road closures, or unsafe driving conditions may affect service availability. In the event of hazardous weather, bookings may be delayed, modified, or rescheduled for safety.

PROPERTY ACCESS

Clients are responsible for providing accurate access information (codes, keys, instructions) prior to scheduled service. If access cannot be gained and the service cannot be completed, the minimum hourly booking rate still applies.

KEY HANDLING

Fox & Fur does not retain client keys unless pre-arranged. If temporary access or key handling is required, clients must provide clear instructions in advance. Fox & Fur is not responsible for pre-existing damage, malfunctioning locks, or issues arising from inaccurate or incomplete access information.

THIRD-PARTY SERVICES & PROJECT DIRECTION

Fox & Fur may coordinate access or scheduling for third-party vendors; however, it is not liable or responsible for the performance, actions, or workmanship of external service providers. Fox & Fur does not provide instruction, direction, or advice regarding vendor tasks, repairs, projects, services, or outcomes.

LIABILITY

Fox & Fur is not responsible for accidental damage to items or property resulting from pre-existing conditions, structural issues, or services carried out according to client provided instructions.

FOOD & ALLERGY NOTICE

While care is taken in item selection, Fox & Fur does not operate in a certified allergen-free, gluten-free, or nut-free environment, and cross-contamination cannot be guaranteed. Fox & Fur is not responsible for undisclosed allergies or sensitivities.

HOLIDAY & PEAK PERIODS

Holiday or high-demand periods may include premium rates or limited availability. All applicable pricing will be quoted in advance.

PRIVACY & CONFIDENTIALITY

All client information, property details, and personal data are treated with the utmost discretion and confidentiality.

SERVICE BOUNDARIES

Fox & Fur does not provide cleaning, heavy lifting, transportation of persons (outside pre-arranged airport pick-up or drop-off), childcare, medical care, or pet sitting and/or walking services. Services outside the listed categories may be considered on a case by case basis.