The agreement, in the same words we used on every other page.
These terms say what Bay House Concierge does, what it refuses to do, what everything costs, and what is owed when either side gets it wrong. Nothing here contradicts the rate card or how it works, because a term that argues with a page is a term nobody believes.
They cover bayhouseconcierge.com and the household concierge and personal shopping work performed by Bay House Concierge LLC in St. Petersburg, Florida.
This document is a draft. It describes what we actually do, and a Florida attorney has not yet reviewed it. That review happens before Bay House Concierge signs a first client agreement.
1. What do these terms cover, and who do they bind?
They bind Bay House Concierge LLC, a Florida limited liability company operating in St. Petersburg, and you, the person or business who books us. Together with the written service agreement you sign and the published rate card, they are the whole of what has been agreed.
Where the signed service agreement and this page differ, the signed agreement governs. Where we serve a parent and an adult child arranges the work, the parent is the client. Hosts, owners and property managers book under these same terms, with the additions set out for hosts and property managers.
2. What does Bay House Concierge agree to do?
Five services, all of them listed on the services page: grocery shopping and delivery, errands and returns, vacation rental stocking, season openings and closings, and the host programs.
Work is done Monday to Saturday, 8am to 6pm, in the three zones. Evenings, Sundays and holidays are by arrangement at the published evening rate. Bay House Concierge is one person, Pauliane Stenberg, and that is a term of this agreement rather than a description of a stage the business is passing through: the person who comes to your house is the person you spoke to on the phone. There is nobody else. No subcontractors, no gig marketplace, no rotating strangers, and no crew whose names you have not been told.
One person can hold only so many households at once, so capacity is settled at your walkthrough, before you sign anything, rather than discovered later in a week where your Tuesday keeps moving. Because there is no backup, illness and travel are handled by telling you and moving the visit, never by sending someone in her place. Section 7 sets out what that costs, which is nothing.
3. What will Bay House Concierge not do?
Anything needing a licence we do not hold, anything hands-on and medical, and anything with a person in the passenger seat. The list is short, fixed, and written down before you ask rather than after.
- No licensed trades, and no professional advice. No contracting, electrical, plumbing or roofing work. No legal, tax, financial, investment or real estate advice. We let the licensed person in; we do not become one.
- No medical or personal care. Bay House Concierge is not a home care agency. She does not sort, dose or administer medication, and she does not bathe, lift or transfer anyone. A pharmacy pickup is collected in the client’s own name only, never for a third party and never held overnight.
- No transporting people. Goods travel in the car; passengers do not.
- No childcare, no supervising children, and no pet-sitting. We buy the dog’s food and we know which one bolts at the gate. We do not board, walk or sit with animals.
- No stored card numbers, no account access, no power of attorney, and no signing or witnessing a document for you.
- No cooking for anyone outside your household for a fee. That is catering, it needs a licensed kitchen we do not have, and it goes to a licensed caterer every time.
- No inspection, diagnosis, damage assessment or repair, and no boarding, shuttering or staying in a house through a storm.
Everything else, ask. If it is legal, inside our hours and inside the service area, the answer is usually yes: put it in a sentence on the contact page for a straight yes or no.
4. What are the rates, and can they change?
Every rate is published on the pricing page: $60 for a single errand, $50 an hour with a two-hour minimum, $70 an hour outside our hours, retainers at $270, $600 and $1,360 a month, and flat provisioning at $95, $175, $260 and $155. Zone B adds $25 and Zone C adds $50, once per visit. Mileage is never billed, anywhere.
You get one written quote before anyone leaves for a store, and nothing reaches your invoice that was not in that message. Your rates are held twelve months from your start date. Any change after that comes with 60 days’ written notice showing the old and new numbers side by side, and never lands inside the twelve-month hold.
5. Who pays the store, and does Bay House Concierge hold your money?
You pay the store at shelf price, and Bay House Concierge never holds client funds. Goods are bought on a payment instrument you control: a card in your own name, virtual or secondary, carrying a per-transaction and monthly ceiling you set and we cannot raise. If a basket would exceed it, the card declines and you get a text.
If you would rather not issue a card, we front the money and invoice weekly against the ledger, so the exposure sits with us rather than you. Our fee is separate from what we spend on your behalf. Receipts are photographed at the register and sent the same day; the week arrives as one itemized ledger.
Any second person you name (an adult child, an accountant) is copied on that ledger from the first week, and removed again on one message from you.
Two refusals
- Never a stored card number. Not in your file, not in a store app, not in anyone’s phone.
- Never account access. We do not want your online banking and will decline it if offered.
6. Do you tip?
Yes, if you’d like to. The published rate is the whole of what the work costs and the whole of what she is paid for it; nothing here is priced on the assumption that a tip closes the gap, and nothing about your service depends on one. A tip is simply a thank-you if you choose to leave one, never an obligation.
7. What is owed when a visit is cancelled?
Cancellation runs in both directions. You cancel with 24 hours’ notice and there is no charge, as often as you need. Inside that, a share of the booked minimum is due. If Bay House Concierge misses a booked window, that visit is free.
| Situation | What is owed |
|---|---|
| You cancel with 24 hours’ notice or more | Nothing. Move the visit as often as you need to. |
| You cancel under 24 hours | 50% of the booked minimum. |
| You cancel under 12 hours | 100% of the booked minimum. |
| Bay House Concierge misses a booked window | That visit is free. Not credited: free, and without your having to ask. |
| She is ill, or away, and tells you before the window | The visit moves to a time that works, at no charge for moving it. Nobody is sent in her place. |
| A stocking trip is cancelled after we have shopped | The groceries are yours at shelf price. Pick them up, or ask for delivery at the published Single Errand rate ($60). |
| You end a retainer | 30 days’ notice, no fee. The seven-month Seasonal term is the exception. |
The booked minimum is two hours, $100, on hourly work, and the package fee on flat-rate provisioning. Cancel the way you booked: a text, or a reply to any email. A booked window that passes with no notice at all is a missed window, and that visit is free whatever the reason for it.
8. What are the rules for your key, and what if one is lost?
Your key is tagged with a number, and Bay House Concierge pays for the rekey if it is lost. Six rules govern access, and the sixth costs us money rather than you. The three ways in (you are home, a smart-lock code, or a coded key) are described on how it works, and you can move between them at any time.
Your key carries a numbered tag. Never your name, never your address, never your street.
The sheet connecting number to address is stored separately, in a second locked place. It is never carried with the keys, never left in the car, and never kept on a phone.
Every removal and return is logged with the date and the time. The log is yours on request.
A smart-lock code issued to Bay House Concierge is used by nobody else, and a written reminder goes out each time it is due to be rotated.
Ask for your key back at any hour and you have it that day, with no conversation about why.
If Bay House Concierge loses a key, you hear from us within one hour and we pay for the rekey. That is a term of this agreement, not a gesture of goodwill.
At a property you do not own, we do not accept a door code from anyone we have not verified with the party who controls the property. If we cannot confirm it, we do not go in and you are not charged.
9. Who decides a substitution, and what can be spent?
You do, both times. Substitutions follow a three-tier rule you set at the walkthrough, and the card ceiling you set is the hard spending limit. Bay House Concierge cannot raise either one.
Under your threshold, default $25, with a clear equivalent on the shelf. She substitutes and notes it on the receipt. No text, no interruption.
Over the threshold, or anything you eat, wear or give. One photograph from the aisle and one line, and she waits for your answer.
Anything on your never-substitute list. It comes back empty, with the reason. Allergy items are always tier three and are never substituted, under any circumstance and for any reason.
You can move the threshold in either direction, in a text, at any time. Where a vendor is involved, Bay House Concierge does not approve scope, does not sign a work order, a change order or an invoice, and does not pay anyone: anything past the quote you agreed reaches you first.
10. What does Bay House Concierge carry, and how do you get a certificate?
General liability insurance covers accidental damage, and a certificate goes out the same business day you ask. Bay House Concierge is not bonded. A fidelity bond indemnifies a client against theft by a company’s employees; there are none here, and the standard form excludes the owner, so a bond would stand behind nobody. What answers that risk instead is set out in section 8: a current background check, a numbered key protocol, and no access to client accounts.
Ask at the walkthrough or email pauli@bayhouseconcierge.com, and the certificate is addressed to you, your HOA, your building management or your property manager. Carrier names, policy numbers and limits appear on the certificate itself rather than on a page nobody keeps current. Hosts and property managers can also request a named-additional-insured certificate and a W-9.
Background check: ask, and you get one. Pauliane Stenberg will provide a current check (a national criminal database search, a county-level search and a motor vehicle record) on request, and before she is handed a key or a door code. You are checking one named person rather than taking a policy about hiring on faith, and you can ask again later.
11. What does Bay House Concierge keep confidential, and for how long?
Everything about your household, and the obligation does not end when the work does. Pauliane Stenberg signs the confidentiality agreement in her own name as well as for Bay House Concierge LLC, so it binds the person who was in your kitchen and not only a company that could one day be closed. It survives the end of your agreement, and it survives the end of the business. There is no date on which your house becomes something she may talk about.
- No client list is published, no street is named, and nothing is posted from inside a home.
- Bay House Concierge does not confirm to anyone, including a relative, that a person is a client.
- You may read the confidentiality agreement before you sign anything.
- If we were lawfully compelled to disclose something, we would tell you first, unless telling you were itself unlawful.
12. Who owns the household file, and what happens to it when you leave?
You own it, and it goes with you. The household file belongs to the client rather than to Bay House Concierge, and the whole of it is exported to you as a PDF within three business days of your asking, at no charge, at any point: your first month or your last day.
- Tell us to delete our copy and we do, confirmed in writing, with no reason required.
- If you say nothing, it is held twelve months in case you are back in November, then destroyed.
- Financial records are kept seven years for tax record-keeping: amounts, dates and stores, with no access details and no health lines.
The privacy policy sets all of this out at greater length, including where the file is kept while you are a client.
Leaving with the file is easy on purpose. We would rather you left with a good document than stayed because leaving was a hassle.
13. What is Bay House Concierge responsible for if something is damaged?
For what we handle and what we do: damage that happens while we are working in your home, not what we find there already. On the first visit we photograph anything already scratched, chipped or stained and send you the photographs, so the state of the house before we started is a record rather than a memory.
If we damage something, you hear it from us the same day and it goes to the general liability policy. You are not asked to file on your own insurance, and there is no argument about which of several people was in the house, because only one ever is.
Outside that boundary we are not responsible: pre-existing conditions; appliances, plumbing, roofs and systems that fail on their own; storm and flood damage; the work of a vendor we let in but did not select; and the acts of anybody else who was in the house. We do not inspect, diagnose or assess damage, and a photo report says what a camera saw on a date and nothing more.
Where a loss is not covered by the liability policy, our responsibility is limited to the fees you paid for the visits concerned.
That limit does not touch the rekey guarantee in section 8 or the free visit in section 7. Those are owed whatever else is true.
14. How does either side end this?
Either of us, at any time. You end a retainer on 30 days’ notice with no termination fee; the seven-month Seasonal term is the exception, and we say so on that page rather than in a clause you find in April. A single booking ends when the visit does. There is no deposit, no membership, and no list you pay to sit on.
Resident and Estate retainers bill automatically through PayPal until cancelled. Every PayPal receipt carries a cancellation link, so stopping future charges takes one click, the same way starting them did; a call or text works just as well. Either way, clicking or calling stops the next charge, it does not refund one already made, and we still ask for the 30 days’ notice above so a last visit can be scheduled before you go.
Bay House Concierge may also end an engagement at any time, for any reason. We refund the unused part of a prepaid month, return every key and code the same day, and export your file before we go.
Bay House Concierge may also end it: if she cannot give your household the time it actually needs, if what is being asked sits inside section 3 and keeps being asked, or if the working relationship stops working. We give 30 days’ notice, refund the unused part of a prepaid month, return every key and code the same day, and export your file before we go. A walkthrough obliges nobody, in either direction.
15. Which law applies, and where would a dispute be heard?
Florida law governs these terms, and any dispute is brought in the state courts of Pinellas County, Florida, where St. Petersburg sits. Nothing on this page asks you to give up a right you hold under Florida consumer law.
Before any of that, call Pauliane Stenberg at 727-642-6982. A disagreement about a substitution or a line on an invoice is a phone call, and it is cheaper for both of us to treat it that way.
16. How will you be told if these terms change?
By email, before the change takes effect, with the old and new wording side by side. Current clients hear it first, and a change to your rates carries the 60 days’ written notice described in section 4.
The version in effect on the day you book governs that booking. Continuing to book after an effective date is how a change is accepted. This page carries its date at the top and at the bottom so you can tell which version you are reading.
Effective 7 September 2026 · Bay House Concierge LLC · St. Petersburg, Florida · how it works · pricing · privacy · questions · contact
Book a walkthrough
Pauliane will look at your kitchen, your pantry and your week, and tell you honestly whether this is worth it for your household.
Book a walkthroughForty-five minutes. At your house. Nothing follows unless you ask for it, and the agreement reaches you before you commit to anything.