At Hands N Paws, we understand that payment issues can happen. Here’s what to expect if your card declines and how we handle late payments to keep services uninterrupted for your pets.
What Happens When Your Card Declines?
If we’re unable to process your payment, our system follows a structured approach to give you every opportunity to resolve the issue. When your first payment attempt fails, you’ll immediately receive an email notification about the declined transaction. Don’t worry – we automatically retry the payment after 24 hours, giving you time to ensure sufficient funds are available or address any temporary card issues. This grace period means many payments go through successfully on the second attempt without any action needed on your part.
Should the second payment attempt also fail, we add a late fee of 10% of your balance or $20 (whichever is greater) to your invoice. At this point, you’ll receive another email containing your updated invoice with the late fee included, along with direct links to either update your payment method or submit a manual payment. We make this process as straightforward as possible so you can quickly resolve the matter.
If the third and final payment attempt (another 24 hours later) is unsuccessful, our customer care team will personally reach out through both email and phone to help resolve the payment situation. Please note that we may need to temporarily pause your scheduled services until the outstanding balance is settled, as we need to maintain this policy fairly for all our clients. Our goal is always to work with you to find a solution while ensuring your pet’s care continues uninterrupted.
How to Fix a Declined Payment
- Update your card on file (Go to Billing > My Billing Info)
- Pay manually (Go to Billing > Make a Payment)
- Contact us if you need further help
Avoid Future Declines
To avoid future payment declines, always keep your card information up to date—remember that expiration dates change and cards can get replaced!
Late Fee Policy
Our late fee policy applies when a payment requires multiple attempts to process. For overdue balances, we charge either 10% of the outstanding amount or $20 – whichever is greater. This fee is only added after the second unsuccessful payment attempt. However, we understand that occasional payment issues happen, so we’re happy to waive the late fee for first-time incidents if the balance is paid in full within 48 hours of the initial decline. Simply contact us to request this courtesy adjustment. This policy helps us maintain reliable service for all clients while allowing flexibility for honest mistakes.
