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How to Change or Cancel a Service

Table of Contents

How do I cancel a service?

To cancel a service with us, please complete the steps below:

  1. Log in to your client account using your credentials
  2. Tap the ☰ menu (top left corner)
  3. Select Schedule
  4. Checkmark the service and click the Cancel button Screenshot 2023 06 02 at 6.30.51 PM at the top of the screen. If you wish to cancel multiple services, please select all and perform a bulk cancellation by clicking the Cancel button at the top.
  5. In the popup window, you may add a reason for cancellation. Please also review our cancellation policy in blue.
  6. Click Request.

Once you submit your cancellation request, the service will disappear from your schedule.

For further help with cancelling services, click here.

https://youtube.com/watch?v=SH_SaZLX-EA%3Ffeature%3Doembed

How can I cancel a series of services (bulk cancellation)?

If you wish to cancel a current ongoing series of visits, please contact us. Even though you may think to just cancel the services on your Schedule page, that doesn’t mean the series will cancel. We have to cancel the series, otherwise the system will continue to auto-add services to your schedule.

How will I know when my cancellation request is confirmed?

Once you submit your cancellation request, we will take care of it ASAP and as soon as we do, you will be informed via a confirmation email.

Here’s an example of a cancellation confirmation email:

Screenshot 2023 06 02 at 7.08.16 PM

What is your cancellation policy?

Our service cancellation policy is as follows:

  • 100% refund is issued as Account Credit if cancellation is made at least 48 hours prior to the scheduled service(s).
  • 50% refund is issued as Account Credit if cancellation is made at least 24 hours prior to the scheduled service(s).
  • NO refund is issued for same-day cancellations/less than 24 hour notice.

PLEASE NOTE: Refunds are NOT transferable. Should you be eligible to receive an Account Credit (based on terms above), that amount will be auto-added to your client account and auto-applied to your very next invoice with us.

How can I see how much I have in cancelled credits?

You can view all your account credits by going to Billing > Transactions in your client account. Once there, locate the column Unapplied. If you see any amounts in red, those are credits (whether due to service cancellations, cash payments, etc). Any amounts you have will be auto-applied to future invoices until the Unapplied balance reaches $0.00. Once you’re out of credits, you will be charged as normal (using credit card on file) to pay invoices thereafter.

Screen Shot 2022 08 16 at 5.52.40 PM

If I cancel and reschedule a service, can I avoid cancellation fees?

It depends on when you cancel the initial service. If you cancel with at least 48 hours notice, you will receive 100% of the service total as a refund into your client account. Then, when you reschedule the service that you cancelled, any and all account credits (amount refunded) will be auto-applied to the invoice for the new service. Please see the terms of our cancellation policy to learn more!

What’s a service change request?

A service change request lets you update the details of a scheduled service. You can submit one for both requested and confirmed services.

  • Requested services (marked with a red Requested tag in the service box): Your updates will save right away once you submit them.
  • Confirmed services: Any changes will be sent to our team for review and approval. Once approved, you’ll get a notification confirming the updates.

What all can I change in a service change request?

With a change request, you can update:

  • The date of the service
  • The pets you’d like us to care for
  • The service type (20, 30, 45, or 60 minutes)
  • The time block of the service
  • Any add-ons, tasks, or special instructions

Whether it’s just one detail or several, submit a change request and we’ll handle the rest!

How do I submit a change request?

To submit a change request on a scheduled service, please complete the steps below:

  1. Log in to your client account using your credentials
  2. Tap the ☰ menu (top left corner)
  3. Select Schedule
  4. Locate the service you wish to request a change for
  5. Click Change inside the service box
  6. In the popup window, please make changes to the necessary fields (Date, Pets, Service, Time Block, Addons (i.e. Tasks), Note to)
  7. Click Save or Request Changes

What happens after I submit a service change request?

Once you submit a service change request, Hands N Paws is notified immediately. Our team will review your request and work to accommodate the changes as quickly as possible. You’ll receive a confirmation notification once the updates are approved. If there are any issues or additional details needed, we’ll reach out to you directly. Rest assured, we’ll keep you informed every step of the way!

How do I know if my service change request was approved?

You’ll know it’s approved the same way you are informed on regular service requests being approved/confirmed (via email confirmation!). We approve change requests as soon as we see them submitted.

Is there a deadline for submitting a service change request?

While there’s no strict deadline for submitting a service change request, we strongly recommend making changes as early as possible. The closer your request is to the scheduled service—particularly for changes to the date or time block—the more difficult it may be to accommodate. This is because our team plans their schedules in advance, and last-minute adjustments often require reevaluating availability and logistics.

That said, we encourage you to submit any change requests as soon as possible. While early submissions increase the likelihood of a smooth adjustment, we’ll always do our best to accommodate your needs, no matter the timing. Once your request is processed, we’ll notify you via service confirmation to let you know if the change has been successfully accommodated.

Will I be charged for submitting a service change request?

No, submitting a service change request is completely free! There are no additional charges or fees for making changes to your scheduled service.

What if I need to make multiple changes to my service?

No problem! The service change request form allows you to make multiple changes to your service at once. You can update the date, time block, pets to be cared for, service type, and more. Simply make all the necessary adjustments in the form, then click Save or Request Changes to submit your updates. Once submitted, Hands N Paws will review your request and confirm the changes as soon as possible.

If I submit a date/time change request on an already scheduled service, can I avoid cancellation fees?

Yes! Since you’re rescheduling the service (and not cancelling it completely), you can avoid cancellation fees. To learn more about cancellations, please see Cancelling Services.

Can I cancel a service and schedule a brand new service instead of changing the existing one?

Yes, you absolutely can! Click here for guidance on how to cancel a service.

Please note that if your cancellation falls within the terms of our cancellation policy, applicable fees may apply. To potentially avoid cancellation fees, consider submitting a service change request for your existing service instead. This allows you to modify the details without cancelling outright.

What if Hands N Paws is unavailable for the new date or time I requested?

If we’re unable to accommodate the new date or time you requested, we’ll send you a notification/email letting you know. From there, you can reach out to us directly, and we’ll work together to explore alternative options. This might include adjusting the time block slightly, selecting a different service type, or finding another solution that fits your needs.

At Hands N Paws, we’re committed to being your trusted pet care partners, and we’ll do everything we can to make sure your pets receive the care they deserve!

Can I change the tasks or pets included in my service after it’s been scheduled?

Yes! This falls under a service change request. To submit a change request, simply navigate to My Schedule and locate the service (or set of services) you’d like to modify. Click here for additional guidance. Once submitted, Hands N Paws will review your request and confirm the changes as soon as possible.

Can I make changes to my service on the same day it’s scheduled?

Unfortunately, once we get to the day of a scheduled service, there’s no option for you to submit a change request on that service anymore.

What if I need to make changes to a recurring service?

Do you need to update the time block, date, tasks, or pets for every scheduled service moving forward? If so, you’ll need to make changes to your ongoing series. Click here for more information.

Additional Tips for Service Changes

  • Submit all date and time block change requests as early as possible to ensure availability.
  • Double-check all details before submitting your request to avoid errors.
  • Contact Hands N Paws customer support if you’re unsure about any part of the process.
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By signing this agreement, you confirm that you’ve read, understood, and agreed to the policies below. Your signature also allows us to add your email to our mailing list (you can change your preferences anytime).

Key Terms
– Client = You
– Company = Hands N Paws
– Team Member(s) = Our pet care professionals

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Emergency Care Policy
You’re responsible for providing emergency instructions and medical details for your pet. Otherwise, we’ll contact your vet or an emergency clinic in case of an emergency. Team Members may make urgent care decisions (excluding euthanasia) if immediate action is needed. You’re responsible for any veterinary costs, and Hands N Paws isn’t liable for circumstances beyond our control.

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Home Access Policy
A lockbox with a spare key is required to ensure we can access your home. Garage or keypad codes are okay but don’t replace the need for a lockbox. Provide clear access instructions in your account notes. If entry is complicated, email us a video walkthrough to avoid delays. Our priority is your pets, not troubleshooting access!

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Cancellation Policy
We get it—plans change! Here’s our policy:
– 48+ hours notice: 100% refund as Account Credit.
– 24-48 hours notice: 50% refund as Account Credit.
– Less than 24 hours: No refund.
Refunds are issued as Account Credits and auto-apply to your next invoice.

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Safe & Sanitary Environment
You understand and agree that the environment in which we provide services is reasonably sanitary and safe. If we determine that your home is unsanitary or unsafe, we’ll let you know and take appropriate action, which may include stopping services.

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Service Termination Policy
In rare cases, if we believe there’s a serious danger to the health or safety of our Team Members or your pets, we may terminate services during a scheduled period. If this happens, you agree to cover the cost of boarding your pet or arranging alternative care until you return. We’ll do our best to notify you and/or your emergency contacts in these situations.

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Third-Party Access Policy
You’re responsible for letting us know if anyone else will have access to your home during the scheduled services. Hands N Paws is not liable for any loss, expense, or damage caused by third parties entering your home during this time.

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Vaccination, Licensing & ID Policy
Before services begin, all pets MUST:
– Be up-to-date on vaccinations and local licensing.
– Wear an ID tag with your contact info or be microchipped for identification.

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

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Accurate Pet Information Policy
Keep your pet’s info in your account accurate and up-to-date. Every three months, you’ll be prompted to review and confirm your pet’s details before being able to request services. Hands N Paws isn’t responsible for issues caused by outdated or incorrect information.

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Provide Visuals Policy
For complex routines or home entry instructions, please record a video and email it to us. A visual guide helps us better understand your needs and ensures smooth service delivery.

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Flexible Arrival Times
Services are scheduled within a two-hour arrival window to accommodate travel and other clients. While we’ll do our best to meet your preferred times, exact arrival times can’t be guaranteed.

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Trial Visits
For extended pet care (e.g., vacation services), we require a Trial Visit while you’re still in town. This helps ensure your pet is comfortable with our team before committing to long-term care.

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Service Request Approval & Availability
We do our best to accommodate all requests, but approval depends on Team Member availability. After submitting a request, you’ll receive an email confirmation or declination within 48 hours. If declined, we’ll work with you to explore alternatives.

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Communication Policy
Team Members will update you on your pet’s care through post-service journal entries in your account. If they have urgent questions during a service, they’ll call you using the number on file. If you receive a Team Member’s personal number, please don’t use it freely. Keep all communication in your account by responding to journals, updating service notes, or, if needed, contact our main office.

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Team Appreciation
Our Team Members work hard to care for your pets, and a little appreciation goes a long way! Feel free to leave kind journal comments, rate services, or tip for exceptional care. It means the world to us!

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Meet N Greets
A Meet N Greet is required before starting services to ensure we understand your pet’s needs and provide the best care. New Clients can schedule at *www.myhandsnpaws.com*; Existing Clients can book through their account.

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Pricing & Surcharges
Visit *www.myhandsnpaws.com* for the most up-to-date pricing. Additional fees may apply in certain 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 if additional time or tasks are required.
– Account Assistance Fee: If you request us to schedule services, cancel services, update pet notes, or otherwise manage your account without first attempting to do so yourself, a surcharge of 10% of your most recent invoice (minimum $25) will be applied. Our handy Client Support Center is available to guide you step-by-step in managing your account.

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Payment & Billing
We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover). A valid card must be stored securely in your account.
– Ongoing Services: Auto-charged every Friday for the previous week’s services.
– One-Time Services: 50% deposit charged upon confirmation; the rest is due by the last service date (auto-charged).
– Declined Payments: You’ll be notified immediately and have 24 hours to resolve it. A 10% late fee (minimum $20) applies after a second declined attempt.

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Contract Terms
This agreement starts when you sign it and continues until either of us ends it. You can book additional services online anytime, depending on availability. By signing, you authorize Hands N Paws to enter your home and care for your pets without needing extra contracts for confirmed bookings.

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Thanks for trusting Hands N Paws with your furry family! 🐾