614-636-6644
Dog Walking Service 1

FAQs

How do I get started working with you?

If you’re a pet parent interested in using our services, click here to schedule your virtual meet n greet.

Then, select a day and time on the calendar. Once you schedule the event, you’ll be directed to a thank you page in which you can get started setting up your client account.

To learn more about meet n greets, click here. 

What are your hours?

Pretty much 24/7! We offer daytime services (drop ins, walks, etc) usually between the hours of 7am and 10pm. We also offer overnight stays (we spend the night in YOUR home with YOUR pets) from around 10pm-7am (8-10 hr stay). We are even open on Federal holidays. 

Remember, service availability all depends on staff availability. If no one is available on schedule for a specific day, we are technically considered “closed” or “unavailable”, though, that is very unlikely to happen since we have a vast team. Contact us for further inquiries about service availability.

Our office hours for client support (via phone and email) are Monday-Friday, 9am-5pm.

Are you insured and bonded?

Yes! Would we even be a professional pet care company if we weren’t? This is how we hold ourselves accountable to the pets and pet parents we serve. We are covered by State Farm, one of the largest providers of insurance in the pet care industry.

To request visual evidence that we have insurance, please email support@myhandsnpaws.com.

Do you run background checks on your team?

Yes! We encourage everyone to complete background checks before they get started working with our clients. You can see proof of who has completed their individual background check by looking for the green shield icon within user profiles on our service pages.

Do you have an app?

We sure do! Our company app is called Precise Petcare. This is where clients can access their accounts all at the touch of their fingertips! If you are a client of Hands N Paws and have not downloaded our app yet, you can do so here for iPhone users or here for non-iPhone users.

What services do you offer?

We offer four types of services: Dog Walking, Pet Sitting, Cat Sitting, and Overnight Stays. Please navigate to each page to learn more! 

Do you provide kennel/boarding services?

No. We are an in-home pet care company, meaning that we come to YOUR home to care for your pet(s). We do not offer kennel or boarding services because we honestly believe that pets are happier and more comfortable being cared for in their own homes.

Why do you only offer services in 2-hr time blocks?

We have lots of clients to take care of, and with that, will need ample time to get to your place to care for your pets! We work in 2-hour time blocks for arrival. This allows us the flexibility to take on multiple clients in similar/overlapping time blocks as well as account for drive time in between services. 

Please note that the time blocks that we offer are for ARRIVAL TIMES. So, let’s say you schedule a service for 3-5pm – the earliest the assigned team member can arrive is 3pm and the latest he/she can arrive is 5pm.

How do I know when a team member has arrived to care for my pets?

You will be notified of a team member’s arrival via an app message that says “Service In-Progress”. You can also confirm whether a team member has arrived by going to the My Schedule page and locating the service box. If the service box appears in blue, that means the team member is present. You can even see the time the team member arrived to the service along with a GPS map of his/her whereabouts in real-time! 

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How will the team communicate with me about my pets while I’m gone?

Our team of dog walkers and pet sitters will be very communicative with you while you’re gone. In our app, Precise Petcare, they’ll be sending you journal reports after completing each service on schedule. To learn more about what’s included in journal reports, please click here.

We do also allow team members access to client numbers should any questions or concerns arise when they’re on services with your pets. We encourage clients and team members not to take advantage of this access, but to only use it for urgent communications. The team does have the ability to communicate with other team members, so if less urgent things arise, they will likely use that resource.

If there is anything that’s highly important that you wish to communicate with Hands N Paws in general, please call/text our office number at (614) 636-6644 and someone will assist you as quickly as possible (M-F 9am-5pm; ASAP for more serious matters).

What are your additional fees for working together?

All new clients are required to purchase a lockbox before they begin working with us. To learn more about why we require lockboxes, please click here.

We also charge additional fees on services in the following circumstances:

  • Last Minute Service Request (less than 24 hr notice): $15 fee per service.
  • Holiday Service Request (see list below): $20 fee per service
  • Additional Pets: $7 fee per pet per service (after first two pets)
  • Out-of-Service-Area Service Request: $5-10 fee per service

Essentially, if you want to avoid the first fee listed, just make sure to schedule services with more than a day’s notice. That way, we can make proper arrangements for coming to see your pets without having to scramble too much! 

The holidays in which we include a surcharge are:

  • New Year’s Day
  • Easter
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Day After Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve

As long as you live in our service area, you can avoid out-of-service-area fees. Our service area currently includes:

  • Bexley
  • Clintonville
  • Columbus
  • Grandview
  • Upper Arlington
  • Other smaller towns near/in these cities in Cbus

The only other time you would be charged additional fees (though unlikely) is if team members are instructed to (or see the need to, with your approval first!) purchase items for pets while under company care, including but not limited to: pet food or treats (if run out!), litter or cleaning supplies, transportation to the 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 accordingly for these additional items.

Do you accept other payment methods, besides card?

Unfortunately, no. We only accept card as a valid method of payment. Here’s more information on this pulled directly from our Payment & Billing Policy within our policy agreement:

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.

Where can I view your policy agreement?

You can view our Policy Agreement by scrolling to the bottom of our website and clicking Terms of Service. If you already have a client account with us, you have signed off on the agreement. You can viewed the signed policy agreement by going to My Account > Policy Agreement and clicking View.

Why hasn’t my usual team member been taking care of my pets lately?

Here at Hands N Paws, we work as a team to take care of our clients. This means that we don’t normally assign a primary person to work with pets. If you’ve noticed that a single person has been caring for your pets for awhile, and now all of sudden there are different team members providing care, it’s likely due to any or all of the following reasons:

  • Your “primary” care provider is taking time off from work, whether out sick, on vacation, or just because.
  • Your “primary” care provider is busy with other clients/pets.

We understand that it’s NOT possible to guarantee that one single team member is available to work with certain clients at ALL times those clients need services. This is why we operate as a unit. Our team members are encouraged to follow our best practices for completing services, so that way we can deliver consistent services to the pets in our care.

Everyone at Hands N Paws is passionate about working with our clients as a whole, so whether you’ve got a single person or multiple people caring for your pets, we can promise that you’ll be satisfied with the service quality. To learn more about our current team members (and the loving pet-people they are!), please visit each of our service pages and scroll down til you see user profiles.

How do I give feedback on my experience with Hands N Paws?

We LOVE when we receive feedback from our clients, as it helps us to learn and grow! You can leave feedback in multiple ways, though the most impactful way is in the form of a Google review! To do that, please click here, select your rating (out of 5 stars), add any comments you may have, then click the blue Post button.

To leave a feedback on more specific aspects of your experience (our app, our client support, etc.), please fill out this survey here.

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Dog Walking Service 1
(614) 636-6644

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 https://www.ohiobar.org/public-resources. 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 www.myhandsnpaws.com.

 

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 www.myhandsnpaws.com.

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 www.myhandsnpaws.com.

 

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.