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Hands N Paws Client Agreement

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Key Terms

* Client = You

* Company = Hands N Paws

* Team Member(s) = Our trained pet care professionals

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EMERGENCY & MEDICAL CARE

Emergency Care

You are responsible for providing accurate emergency instructions and up-to-date medical information for your pet within your account.

In the event of an emergency, we will first attempt to contact you. If you cannot be reached and immediate action is required, we will contact your primary veterinarian or the nearest emergency veterinary clinic.

Team Members are authorized to make urgent medical decisions on your behalf when necessary to protect your pet’s health (excluding euthanasia).

You agree to assume full financial responsibility for all veterinary expenses. Hands N Paws is not liable for outcomes related to pre-existing conditions, sudden illness, injury, or circumstances beyond our control.

Emergency & Extended Care Services

When circumstances require care beyond originally scheduled services, Hands N Paws reserves the right to apply additional fees.

This may include, but is not limited to:

* Veterinary transport or extended wait time

* After-hours or late-night services

* Additional visits due to medical or behavioral changes

* Schedule restructuring requiring expanded coordination

* Urgent care needs requiring additional time or resources

All such services will be documented and itemized on your invoice. Veterinary expenses remain the responsibility of the Client.

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HOME ACCESS & SAFETY

Home Access

A lockbox containing a working spare key is required to ensure uninterrupted access to your home. Garage codes or keypad entry may be used but do not replace the lockbox requirement.

All access instructions must be clearly documented in your account notes. For complex entry procedures, please **[email us](mailto:support@myhandsnpaws.com)** a video walkthrough to prevent delays.

Our priority is providing uninterrupted care for your pets.

Safe & Sanitary Environment

You agree that the service environment is reasonably safe and sanitary. If conditions pose a risk to our Team Members or your pets, we reserve the right to pause or terminate services until the issue is resolved.

Third-Party Access

You must notify us if any third party will have access to your home during scheduled services. Hands N Paws is not responsible for loss, damage, or incidents caused by third parties during this time.

Service Termination

In rare situations involving serious safety concerns, Hands N Paws may terminate services during a scheduled period.

If this occurs, you agree to arrange and cover the cost of alternative care or boarding until your return. We will make reasonable efforts to notify you and your emergency contacts.

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SERVICE STRUCTURE & EXPECTATIONS

Flexible Arrival Windows

Services are scheduled within a two-hour arrival window. While we make every effort to honor preferred times, exact arrival times cannot be guaranteed due to travel, weather, emergencies, or other client needs.

Trial Visits

For extended or vacation services, a Trial Visit is required while you are still in town to ensure your pet is comfortable before long-term care begins.

Service Request Approval & Availability

All service requests are subject to Team Member availability. You will receive confirmation or declination within 48 hours. If we are unable to accommodate your request, we will work with you to explore alternatives.

Communication

All routine communication occurs within your client portal through post-service journals.

For urgent matters during a visit, Team Members will call the phone number on file.

If you receive a Team Member’s personal contact information, please do not use it for routine communication. All scheduling, updates, and service notes must remain within your account or through our main office.

Accurate Pet Information

You agree to maintain accurate and up-to-date information in your account. Every three months, you will be prompted to review and confirm your pet’s details before submitting new service requests.

Hands N Paws is not responsible for issues resulting from incomplete or outdated information.

Vaccination, Licensing & Identification

Before services begin, all pets must:

* Be up-to-date on vaccinations and local licensing requirements

* Wear identification tags or be microchipped

Dog-Walking Safety

For everyone’s safety, dogs must remain leashed during walks. Off-leash walks are strictly prohibited.

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PRICING & BILLING

Please visit **[www.myhandsnpaws.com](http://www.myhandsnpaws.com)** for current service pricing.

Additional Fees & Surcharges

Additional fees may apply in the following situations:

* Last-Minute Services: $15 for requests made within 24 hours

* Holiday Services: $20 per service on major holidays

* Additional Pets: $7 per pet beyond the first two

* Service Adjustments: Fees may apply when services exceed originally scheduled scope or time.

Account Assistance Fee

If you request that we schedule services, cancel services, update pet notes, or otherwise manage your account without first attempting to do so yourself, a surcharge equal to 10% of your most recent invoice (minimum $25) will apply.

Our **[Client Support Center](http://www.myhandsnpaws.com/client-support)** provides step-by-step guidance to help you manage your account independently.

Cancellations

* 48+ hours notice: 100% refund issued as Account Credit

* 24–48 hours notice: 50% refund issued as Account Credit

* Less than 24 hours notice: No refund

All refunds are issued as Account Credit and automatically applied to your next invoice.

Payment & Billing

We accept Visa, Mastercard, American Express, and Discover. Clients are responsible for maintaining a valid payment method on file at all times.

* Ongoing Services: Auto-charged every Friday for the previous week’s services

* One-Time Services: 50% deposit charged upon confirmation; remaining balance auto-charged by final service date

* Declined Payments: You will be notified immediately and have 24 hours to resolve the issue. A 10% late fee (minimum $20) applies after a second declined attempt.

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Contract Terms

This agreement begins upon signature and remains in effect until terminated by either party.

By signing, you authorize Hands N Paws to enter your home and care for your pets for all confirmed bookings without additional contracts.

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Service Interruptions (Force Majeure)

Hands N Paws shall not be liable for delays, interruptions, or inability to provide services due to circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, power outages, road closures, government actions, public health emergencies, or other unforeseen events.

In such cases, we will make reasonable efforts to notify you and resume services as soon as it is safe and practicable to do so.

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Thank you for trusting Hands N Paws with your furry family 💜🐾