Billing & Invoices

How does billing work?

We have an auto-invoicing feature enabled for all clients, so you don’t have to manually pay any of your invoices! In order for us to do auto-payment, your billing information must be kept on file in your client account. This is a requirement in order for you to request services with us.

If you are scheduled for an ongoing series with us (i.e. you have weekly services on schedule with no specified end date), invoices are auto-paid (using card on file) at 7am on Fridays. At this time, we charge for any services that we’ve completed in the previous 7-day window.

If you are NOT scheduled for an ongoing series with us (i.e. there is a definitive start and end date to services), you will be auto-charged 50% of your invoice total upon service confirmation. Your invoice will then be sent to you immediately. The remaining 50% is due on the date of the last service detailed on that invoice. If you wish to manually pay the remaining amount between when the invoice is received and the date the invoice is due, you’re more than welcome to (see how-to below). If you do NOT wish to manually pay your invoice, however, it will be auto-paid using the card on file on the specified due date.

How do I manually pay my invoice?

To manually pay your invoice, please complete the steps below:

  1. Login to your client account.
  2. Go to the main menu Screen Shot 2022 09 01 at 12.58.36 PM and click Billing > Make a Payment.
  3. Under the Payments section, all of your open invoices will appear where you can see specifically the Total, Amount Due, and Due Date for each invoice. *Please note: On the specified Due Date(s) (at 7am), your card on file will be charged automatically for the amount that’s due; but if you wish to pay the invoice manually (and leave a tip!), continue to the next step below.
  4. Indicate how much you’d actually like to pay in the Screen Shot 2022 09 01 at 1.36.43 PM field.
  5. Add a tip amount in the Tip field (if you wish to!).
  6. Select the card you want to pay with in the Pay With field.
  7. Click Submit.

How can I leave a tip?

There are several ways to leave a tip on an individual service or an invoice! Please see Leaving a Tip.

What if my invoice is paid late?

The only reason your invoice would be late is if the card on file gets declined when we attempt to auto-pay your open invoice on the due date. If you didn’t receive a “receipt of payment” email/notification on your invoice due date, please check your client account and locate the invoice (Billing > Invoices). If the invoice has an open balance (red balance), then it’s not fully paid. You can make a manual payment by following these steps.

For all cards declined on the due date, a 24-hr grace period is given for clients to correct to correct the issue (see here to identify the issue). The auto-charge will then be attempted by the system 24 hours later. If it declines again, the system will send out an overdue notice email and a late fee of 10% of your total (minimum of $10) will be added to the invoice. In the email, there will be a link to the Make a Payment page in your client account. You can then refer to the steps above to pay your late invoice.

If your invoice still isn’t paid, the system will attempt another auto-charge 24 hours late. If the card on file declines again, the system will send out another overdue notice email. No additional late fee will be added. We will make every attempt to contact you at this point to ask you to pay your invoice.

Where can I locate my paid invoices?

You can locate all your invoices by going to Billing > Invoices in your client account. If your invoice has a green Paid tag on it, then it’s paid.

Why does my invoice show a charge for a cancelled service?

You may or may not see a charge on the line item for a cancelled service depending on how the cancellation aligned with our terms of cancellation.

  • If you cancelled with more than 48 hrs notice, the charge will show $0.
  • If you cancelled with 24-48 hrs notice, the charge will show 50% of the total service amount.
  • If you cancelled with less than 24 hrs notice (same-day), the charge will show 100% of the total service amount.

You can learn more by visiting Cancelling Services.

Why are there unusual charges/additional fees on my invoice?

If you are seeing unusual charges on your invoice, it may be concerning additional fees. The reason you may see additional fees on your invoice is because we add surcharges for the following:

  • If you request a service with less than 24 hrs notice, we charge an additional $15 fee per service.
  • If you request a service on a holiday, we charge an additional $20 fee per service.
  • If you had us take care of more than 2 pets in a given service, we charge an additional $7 fee per pet per service (after first two pets).
  • If you live outside of our current service area, we charge an additional $5-10 fee per service.

Chances are slim, but you might also be unaware of our normal service pricing. Make sure to take a look at our service pages (dog walking, pet sitting, cat sitting) to refresh yourself on our prices.

Another reason why you may see an unusual/additional charge is if team members are instructed to (or see the need to, with your approval first!) purchase items for pets while they are under company care, including but not limited to: pet food or treats, litter or cleaning supplies, transportation to vet and/or emergency expenses for general care and wellness of pets, and more. We will retain and share receipts with you as proof of purchase! You will then be charged ASAP for these additional items.

Can you explain my invoice to me?

Is it possible to have all my services listed on one invoice?

Invoices are generated according to how you schedule services with us. If you request all services in one sitting, we will confirm and invoice for those services accordingly. If you schedule a set of services in one sitting and then another set of services at a later date, even if those services are back-to-back, in the same week, same month, etc., they will be invoiced separately.

Again, services are invoiced on the basis of how you schedule those services in the app.

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The terms of this agreement are as follows: “Client” refers to you, “Company” refers to us (Hands N Paws), “Team Member” refers to the person from our team providing services for your pets, and “Team Members” refers to the Hands N Paws team as a whole.


Emergency Veterinary Treatment & Client Responsibility Policy

It is important to inform Hands N Paws of any specific emergency instructions or medical conditions related to Client’s pets. This will help ensure the safety and well-being of pets during emergencies.

In case any of Client’s pets need emergency veterinary treatment, Team Member will contact the designated vet on file and/or a local emergency vet. Team Member will also communicate with Client and/or emergency contacts regarding the situation.

Client gives permission to Team Member to transport the pet(s) to a veterinary clinic and/or make treatment decisions (except for euthanasia), especially if it’s a life-threatening emergency and/or Client cannot be immediately reached. Client is responsible for any veterinary fees incurred. 

Client releases Hands N Paws from any liability for any damage or harm to pets or property that occurs beyond the reasonable control of Team Member during the provision of emergency veterinary care. 

Pet Vaccination, Licensing & Identification Policy

To comply with local laws and ordinances, it is required that all pets have the appropriate vaccinations and licenses before Company begins services. For further information on these requirements, please visit the Ohio State Bar Association’s website at Client should also check with his/her veterinarian to determine which vaccinations/shots the pet requires. 

For safety reasons, we encourage all dogs and cats to wear an ID tag or collar that includes name and contact number while Team Member is working with them.


Secure Access & Lockbox Policy

To ensure access to Client’s home during scheduled services, Hands N Paws requires that Client purchases a lockbox and places a spare house key(s) inside of it for Team Member to use. Client can purchase the lockbox on Hands N Paws’ website by clicking Buy Your Lockbox. Once it arrives, the lockbox should be programmed with a unique four-digit code. The lockbox should then be placed on the main door handle or in another secure location, and the lockbox code and location information must be entered in the Client’s account on Precise Petcare.

Alternatively, Client may elect to provide a code for entry via a garage door or electronic keypad and if so, must enter all necessary codes in Precise Petcare. Client is strongly encouraged to purchase a lockbox, however, to ensure that Team Member can access pets at all times during scheduled services, especially in situations where the power goes out or batteries die and Team Member need alternative access to the home.


Client Communication & Privacy Policy

All Team Members have access to Clients phone number, but are instructed to only use them when necessary or for urgent purposes during services with pets. Hands N Paws prioritizes the privacy and confidentiality of phone numbers as personal information.

All correspondence between Client and Team Member should be centered around Client’s pets and the services provided. If Client has inquiries regarding scheduling, cancellations, app-related matters, or any company-related concerns, these are to be directed to the Company via the office number: (614) 636-6644. The Company’s client support team is available during office hours, Monday through Friday, 9am-5pm. We are closed on Saturdays, Sundays, and Federal Holidays. The Company will make contact with Client outside of office hours should there be any urgent need for communication.


Pet Information Accuracy & Accessibility Policy

In order to provide the best possible service to pets, it is crucial that Client provides Team Member with detailed and up-to-date information regarding their pets. This information should be accurate, complete, and accessible through the Client’s account in Precise Petcare. Team Members can only work on the basis of the information that is available to them through the Client’s account in Precise Petcare. Likewise, Client acknowledges that the accuracy and comprehensiveness of the information they provide directly impacts the quality of the services delivered. Client, therefore, takes full responsibility for any consequences that arise from inaccurate, incomplete, or outdated account information.


Flexible Service Arrival Time Policy

Arrival times for services occur within a two-hour period. Team Members are unable to guarantee exact arrival times due to various factors that may affect scheduling and travel times. To accommodate these considerations, we use time blocks rather than specific times. Client will see this in the dropdown menu when Client selects Arrival Time in the request service form within their Client account.

While Team Members understands that Client may have preferences regarding arrival times, it is essential to acknowledge that Team Members cannot guarantee meeting those specific requests. Flexibility is needed in order for Team Members to accommodate for needs of other Clients on schedule.


Services & Pricing

For the most up-to-date and detailed descriptions on service offerings, please visit our website at


Service Surcharge Policy

The following service surcharges may apply under certain conditions:

Last Minute Service: A fee of $15 per service will be charged for bookings made with less than 24 hours’ notice.

Holiday Service: A fee of $20 per service will be applied for services provided on the following holidays: New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, New Year’s Eve.

Additional Pets: Base pricing for services includes up to 2 pets. For each additional pet beyond the initial two, an additional fee of $7 per pet will be added.

Out-of-Service Area: If Client location falls outside our designated service area, a fee of $10 per service will be charged. To check if a particular area is within our service range, please visit the respective service page on our website and scroll down to the bottom of the page.

Please note that these surcharges are separate from the base pricing for our services. To learn more about service rates, please visit our website at

Service Request Approval & Availability Policy

Hands N Paws strives to accommodate as many service requests as possible. However, the approval of service requests is subject to the availability of Team Members. Upon submitting a service request, Client will receive a confirmation or declination email/notification indicating whether Hands N Paws can fulfill the requested work. Sometimes, this may take up to 48 hours.

If a service request is declined, we encourage Client to explore alternative options or contact our dedicated client support team for further assistance. Company is here to help and find the best solution for all pet care needs.


Meet N Greet Policy

To ensure a personalized experience for new Clients, Hands N Paws requires virtual Meet N Greets before getting started with pet services. These meetings allow us to connect with Clients and discuss their pet care needs.

All Meet N Greets come at a $25 cost and are about 20-30 minutes in length. For new clients who have their Meet N Greet and then book services with us right afterwards, that $25 will be credited towards their first invoice. For existing clients who have already had their initial Meet N Greet, the event is a flat rate of $25.

Meet N Greets can be scheduled on our website at


Payment & Billing Policy

Payment Method: All services with Hands N Paws are to be paid for using a credit or debit card. All major cards, including Visa, Mastercard, Amex, and Discover are acceptable. Client can securely add and store card information within their Client account. Adding and keeping a valid credit card on file is a requirement for requesting any services with Hands N Paws.

Ongoing Services: For services scheduled as ongoing, Client will be automatically charged every Friday for the previous 7 days’ worth of completed, canceled, and in-progress services.

Non-Ongoing Services: For services not scheduled as ongoing, a 50% down-payment will be charged on the day the services are accepted and confirmed. An invoice will be sent immediately. Client has until the date of the last confirmed service to manually pay the remaining balance on the invoice. If manual payment is not made, the remaining total will be automatically charged to the card on file on the date of the last service day on that invoice.

Declined Payments: In the event of a declined auto-charge, Client will be promptly notified. After the first declined charge, Client has a 24-hour grace period to rectify the issue. In the case of a second declined attempt, a late fee of 10% of the invoice total (minimum $10) will be added. Client must be attentive to emails regarding overdue notices.

Payment Terms: Hands N Paws will be paid the agreed-upon amount as discussed, with no exceptions, unless our Cancellation Policy (outlined below) applies and the Client receives a refund in the form of an Account Credit(s). In emergency circumstances, a refund may be issued as transferable credit(s) back to the Client’s card.

Additional Fees: Client may be charged additional fees if Team Members are instructed to, or determine the need to, purchase items for the pet(s) while under the care of Hands N Paws. These items may include pet food or treats, litter or cleaning supplies, transportation to the vet, or emergency expenses for the general care of the pet(s). Hands N Paws and/or Team Member will consult with Client before making any purchases, and will retain and share any receipts as proof of purchase.


Service Cancellation/Refund Policy

When Client schedules services with Hands N Paws, the Company has likely turned down other work so as to devote our time to the work requested from said Client.

Client understands and accepts the Company cancellation/refund policy as outlined below:

– 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 Client be eligible to receive an Account Credit (based on terms above), that will be auto-added to his/her account and applied to the very next invoice with us.


Service Terms

Hands N Paws agrees to provide the services stated in this contract in a reliable, caring, and trustworthy manner. In consideration of these services and as an express condition thereof, Client expressly waives and relinquishes any and all claims against Hands N Paws arising out of or relating to the provision of services hereunder, except those arising from gross negligence or willful misconduct on part of Hands N Paws.

Client understands and acknowledges that the environment in which they are requesting Hands N Paws to complete services is reasonably sanitary and safe. If it is determined that home conditions are unsanitary and/or unsafe at any point in the working relationship, Company will make it known to Client. Action will be taken accordingly thereafter.

Additionally, Hands N Paws will not terminate during a period of scheduled service unless Hands N Paws determines, at their sole discretion, that a serious danger exists to the health or safety of Team Members or pets. If such concerns preclude Hands N Paws from providing further care for the pets, Client agrees to pay for their pet to be boarded at a boarding facility or taken under the care of another party until Client returns. All attempts will be made to notify Client and/or emergency contacts regarding such situations.

Client understands and acknowledges that he/she is responsible for letting Hands N Paws know of anyone who has access to their home during the duration of services booked. Client releases and holds Hands N Paws harmless of all loss, expense, and damage caused by any third-parties entering Client’s home at that time.


Contract Terms

This contract will take effect upon digital signature by Client (clicking “Agree & Submit” below) and will remain in effect until terminated by either party. Client may make online reservations for additional services at any time during the terms of this contract, as subject to Hands N Paws availability. All scheduled services will be governed by all the terms of this contract.

Client acknowledges that by signing below, he/she is providing written approval for the provision of services by Hands N Paws during any service period scheduled by Client and confirmed by Hands N Paws. Upon service confirmation, Hands N Paws will be authorized to enter Client premises and perform services without additional signed contracts and/or written authorizations.