Milo & Me Pet Care Service Agreement

1. Client & Pet Information

Clients are responsible for providing complete, accurate, and current information about themselves, their pets, their home, and any circumstances that may affect the safe provision of services.

This includes, without limitation, information regarding feeding, medications, allergies, medical conditions, behavioral concerns, triggers, escape risks, bite history, and other special care needs.

Clients must promptly notify Milo & Me of any material change to this information.

Milo & Me relies on the information provided by the client when planning and providing pet care services.

1. Pet Behavior & Safety

Clients must disclose any known history of aggression, biting, escaping, reactivity, fear, anxiety, resource guarding, or other behavior that could reasonably affect the safety of the pet, caregiver, another person, or another animal.

Milo & Me may modify, pause, decline, or discontinue a service if conditions arise that, in our reasonable judgment, create an unsafe situation.

Additional charges may apply when additional care, time, or services are required as a result of circumstances not disclosed before the service.

1. Home Access & Security

Clients are responsible for providing accurate and reliable instructions for entering and leaving their home, including keys, lockboxes, access codes, gates, alarms, and other access information.

Clients are responsible for ensuring that all access information remains current and functional.

Clients should notify Milo & Me promptly of any changes to locks, access codes, security systems, or entry instructions.

1. Keys & Access Devices

Milo & Me will use reasonable care when handling keys, lockboxes, access devices, and access information provided for pet care services.

Clients are responsible for providing working access and for notifying Milo & Me if access information changes.

1. Veterinary Emergencies

If Milo & Me reasonably believes that a pet is experiencing an illness, injury, or other medical emergency while in our care, we will make reasonable efforts to contact the client and follow the emergency instructions provided.

If the client cannot be reached and veterinary attention appears reasonably necessary, the client authorizes Milo & Me to seek appropriate veterinary care for the pet.

The client remains responsible for veterinary examination, treatment, medication, transportation, emergency boarding, and other related expenses incurred for the pet.

Milo & Me does not provide veterinary medical services and does not make veterinary diagnoses.

1. Medications & Special Care

Clients must provide complete medication instructions and all necessary medication or supplies when medication administration is requested.

Milo & Me may administer routine medications when they can be safely administered according to the instructions provided by the client.

Medication administration does not constitute veterinary care or medical treatment.

Milo & Me may decline to administer a medication or perform a requested care task if we reasonably believe it cannot be performed safely.

1. Services & Scheduling

Services are provided according to the service, duration, time block, and instructions confirmed through Milo & Me.

Time blocks represent an expected arrival window and are not guaranteed exact arrival times.

Arrival times may vary due to traffic, weather, emergencies, previous visits, pet-care circumstances, or other operational conditions.

Milo & Me will make reasonable efforts to provide services within the applicable time block.

1. No Guarantee of Specific Outcomes

Milo & Me will provide services with reasonable care and attention based on the information and instructions provided by the client.

However, Milo & Me cannot guarantee a particular behavioral, medical, training, cleanliness, or other outcome from a pet care service.

1. Photos & Visit Updates

Milo & Me may photograph or record pets during services for the purpose of providing visit updates and documenting services.

Client-facing photos and visit updates are part of our pet care experience.

Use of a client's pet or home in public marketing, advertising, social media, or promotional materials will be subject to any separate authorization or permission provided by the client.

1. Cancellations

Cancellation charges are governed by Milo & Me's current cancellation policy displayed or provided to the client.

The applicable cancellation policy may vary depending on the timing of the cancellation and the service requested.

Clients are responsible for reviewing the applicable cancellation policy before requesting services.

1. Memberships & Recurring Services

Memberships are recurring monthly service plans that provide a set number of eligible pet care visits per billing cycle at the membership rate associated with the selected plan.

Membership fees are charged automatically each billing cycle using the payment method authorized by the client.

Membership visits are intended to be used during the applicable billing cycle and are subject to availability and Milo & Me's scheduling policies.

Unused eligible visits may roll over into the following billing cycle, subject to a maximum of two (2) unused visits. Rollover visits do not accumulate beyond that limit unless otherwise stated in the applicable membership terms.

Membership visits have no cash value and cannot be exchanged for cash or transferred to another client or household.

Membership pricing, included services, and other membership benefits are specific to the selected plan and may differ from a la carte service pricing.

Clients may cancel their membership according to Milo & Me's current membership cancellation policy. Cancellation does not automatically reverse charges already processed or services already provided.

Milo & Me may update membership pricing or terms with reasonable advance notice. Changes to an existing membership will apply according to the notice provided by Milo & Me.

Memberships do not guarantee a particular caregiver, exact arrival time, or availability on a specific date or time unless expressly confirmed by Milo & Me.

1. Additional Pets & Services

Clients must provide accurate information about all pets receiving care.

Additional pet charges and optional services may apply as listed in the applicable service pricing.

Milo & Me must be informed of all pets that may be present during a scheduled service, including pets that are not receiving the requested service.

1. Home Conditions & Safety

Clients are responsible for informing Milo & Me of known hazards or unsafe conditions in or around the property, including construction, damaged gates, unsafe flooring, exposed wiring, hazardous substances, aggressive animals, or other conditions that could reasonably affect the safety of a pet or caregiver.

Milo & Me may pause or discontinue a service if an unsafe condition cannot reasonably be addressed.

1. Communication

Clients agree to maintain accurate contact information and remain reasonably reachable during scheduled services, particularly when their pet is receiving care.

Milo & Me may contact the client regarding scheduling, pet care, emergencies, payments, or other matters related to the client's services.

1. Client Responsibility for Information

The client is responsible for the accuracy and completeness of information provided to Milo & Me.

Milo & Me is not responsible for consequences arising from material information that the client failed to disclose or provided inaccurately, subject to applicable law.

1. Updates to Policies

Milo & Me may update its policies, service terms, pricing, and procedures from time to time.

When an updated agreement or policy requires client acceptance, the client may be required to review and accept the updated terms before continuing to request services.

1. Governing Law

This Agreement and the services provided by Milo & Me are governed by the laws of the State of Florida, without regard to conflict-of-law principles, except to the extent otherwise required by applicable law.

1. Severability

If any provision of this Agreement is determined to be invalid or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

1. Entire Agreement

This Agreement, together with applicable service descriptions, cancellation policies, membership terms, and other policies expressly incorporated by Milo & Me, represents the agreement between the client and Milo & Me regarding the services covered by those terms.

1. Client Acknowledgment

By electronically accepting this Agreement, the client confirms that:

• the information provided to Milo & Me is accurate and complete;
• the client has disclosed known medical, behavioral, and safety concerns;
• the client has provided appropriate access instructions;
• the client understands the applicable service, cancellation, payment, and membership policies; and
• the client agrees to the terms of this Agreement.