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Emergencies

What should I do in life-threatening emergencies?

For any emergency situations that arise while you are caring for pets with Hands N Paws, remember to trust your instinct and call 911 as necessary. Calling the office should be the last person of contact in true/life-threatening emergency situations. You should call 911 first, figure out whether to transport pet to emergency vet, call the Hands N Paws office- if outside of business hours, call the CEO. We will call the client from there to inform them of what’s going on.

Numbers to call: Hands N Paws office – (614) 636-6644; CEO – (216) 337-4263

What do I do if a pet ingested a toxic substance?

Examples of toxic substances include, but are not limited to: medication, toxic foods, cleaning chemicals, fertilizer, sidewalk salt, and antifreeze.

  • Check for signs of immediate medical crisis: panting, stumbling, lethargy, vomiting, diarrhea, seizures, etc. 
  • In serious situations, in which pet is unconscious for example, call 911 then call management right away (office #) 
  • Transport pet to emergency/nearest vet

What do I do if a pet gets stung by a bee?

  • Call management immediately (office #)
  • Use a credit card to remove the stinger from the skin. Do not use tweezers, which could squeeze out more venom into the skin
  • Gently apply a cold compress to the area to help with swelling
  • May need to administer an antihistamine (at management’s instruction and client’s availability)
  • Possibly transport pet to emergency/nearest vet

What do I do if a pet is suffering from heat stroke?

Signs of overheating/heat stroke include rapid panting, red tongue, thick saliva, diarrhea, and vomiting.

  • Provide cold water (splash on body)
  • Cool body down with a cold washcloth
  • Allow the pet to rest in a cool place (if on a walk- shade or grass; if at home- indoors)
  • Encourage/lightly force small sips of water
  • Call management (office #)
  • Possibly transport pet to emergency/nearest vet

What do I do if the dog I’m walking gets into a dog fight?

First, keep your body in mind. The way you present yourself during a dog fight is huge! Dogs can mimic and pick up on the energy that humans present, so you’ll definitely wanna make sure your energy is calm and assertive. Remind the dog of who’s in charge and be quick to enforce.

Most importantly, make sure that you physically stay out of the line of fire. We know it may be instinctual to wanna physically intervene to try and break up a fight; but that could result in you getting attacked as well.

It is best practice to use all the three steps below in the order they are given. In some instances, you may only need one or two of the steps to successfully break-up a dog fight. Either way, it’s most helpful to implement all steps and in the order they are detailed in.

  1. Distractions are your friend!

When fights are occurring, use the following techniques to distract dogs from continuing to fight. 

  • Make a loud noise – yell (to call for help too!), scream, say “hey!” really loudly, or screech your voice.
  • Use commands that the pet you’re caring for knows – make sure to check client’s profile ahead of time so that you know them and can use them off the top of your head in instances like this!
  • If you have water with you (in company water bottle), dump water on dogs.
  • Throw a towel, jacket, sweatshirt, or any “cover-type” material on dogs to prevent them from seeing each other!

Should the use of distractions be successful and as soon as dogs stop, proceed to next step – separate dogs by use of objects ONLY.

  1. Separate dogs with objects!

This method is only really effective if at client’s home and surrounded by objects for immediate use. If you are on a walk, use nearest objects in sight (see below). Regardless, when using this technique, please make sure hands and face are as far away from the dogs’ mouths as possible!

Objects to use include:

  • Garbage can
  • Garbage can lid
  • Piece of plywood
  • Babygate
  • Chair

Should the use of objects be successful in separating dogs, proceed to next step – physically separate dogs using your body/hands.

  1. Separate dogs with your hands!

Once you successfully get an object in between dogs to separate them, you can safely attempt to physically separate dogs with the wheelbarrow method. This can only be used effectively when there are as many people present as dogs. Be sure to communicate the method to ALL human parties involved so that they can cooperate. See steps below.

Wheelbarrow Method:

  1. Have each person grab a single dog by the hind legs.
  2. Lift the dog up so they are balancing on front legs (quickly so that you don’t risk them trying to bite you!).
  3. Start walking backwards away from other dogs involved.
  4. Walk a good distance away from other dogs and wait a few seconds before letting dog back down on all fours so that they are desensitized and don’t try biting you!

Once you’ve broken up a dog fight, seek medical help!

There are few other things you can try to break up a fight as well:

  • During fights, quickly determine which dog is the aggressor vs which one is the victim. Focus on the aggressor or one with higher intensity levels. Then, give that dog the right touch or kick in the ribcage area to get them to become submissive and loosen any grip or fixation on the other dog.
  • With aggressor, you can also locate and grab collar from behind and pull up. DO NOT grab collar from front area as that could put you at risk for getting hurt/bit.

If and when the dog fighting stops, follow the steps below.

  1. Assess pet for injuries/signs of injury. 
    1. If injuries are minor- signs of minor pain- call the vet! Provide all detailed information so they can address problems properly.
    2. If injuries are major- profuse bleeding, open wounds, broken bones, difficulty breathing- tie a clean-cloth compress over wound to apply pressure and slow bleeding and allow clotting. Rush the pet to the nearest emergency vet! Provide all detailed information so they can address problems properly.
  2. Contact the team via Slack to inform them of everything and allow management to contact the client. Management might also re-assign any future appointments you have on schedule that day so that you can take your time at the vet’s office.
  3. Be calm and breathe. You did the very best that you could with the resources available to you.

The best thing you can do, so that you don’t find yourself in the midst of trying to break up a dog fight, is simply be proactive about preventing a dog fight from occurring.

One way you can be the most proactive is by avoiding other (strange) dogs while you’re out on walks, even if someone tries approaching you and the dog your walking, stating that their dog is dog-friendly. In this case, respond with “I’m sorry, I’m the dog walker and don’t wanna take any risks with this dog (dog you’re walking); you’re not sure how they would act towards another dog”. 

To be extra precautious, as soon you notice another dog and its walker approaching you from a distance, turn and walk in a different direction and avoid the stimulus altogether. That way, you won’t have to worry about explaining anything.*If a stray dog approaches you on walks and you have no control over it, be calm and assertive. Use commands and tell the dog “no, stay away” or “no, stay”. Don’t be scared to be authoritative to let the dog know who’s in charge. Plus, that kind of energy may make the dog fearful and not wanna continue approaching.

What do I do if I am bitten by a dog?

The most important thing to remember is to act quick when you do get bit. The risk of infection is high if you wait to implement any recovery steps. Regardless, the team is here to help guide you through recovery, manage the wound, and will follow up with you to ensure you are recovering properly. If you are bitten by a dog, follow these steps:

  1. Quickly move to a safe area where you can distance yourself from the dog. If you are out on a walk with the dog that bit you, you may need to return to the client’s home to create a safe distance between you and the dog.
  2. If the bite is severe (large wound, lots of bleeding), call 911, then management.
  3. If the bite is minor and easily treatable, contact management about the bite immediately via Slack.
  4. Take photos of the injury as soon after the bite as you can (to send ONLY to management)
  5. After the fact, keep note of how your the bite is healing each day and relay this info to management.

The best thing you can do to prevent from getting bitten by a dog is to be aware of temperaments, body language, and situations that could lead to a dog lashing out and biting. If the visible signs below are present in the situations that follow, then it’s certain that a dog is going to bite. If the visible signs are NOT present, however, it’s still very possible that the situations alone may lead to biting.

Visible signs:

  • Temperament: shy, timid, fearful, aggressive
  • Body language: cowering, flattened ears, tail tucked, growling, shaking, hair raised along spine

Situations:

  • When they’re defending themselves or their territory (i.e. food, toys, or anything a dog has in its mouth).
  • When they’re injured or sore.
  • When they’re ill.
  • When they’re sleeping.
  • When they’ve never met you before (i.e. wary of strangers).
  • When they’re approached surprisingly from behind.
  • When they’re approached intimidatingly from above.

To prevent bites, do NOT:

  • Attempt to grab anything from a dog’s mouth.
  • Touch a dog when it’s sleeping; instead, call its name aloud or hold a treat close to its nose

What do I do if I cant get into a client’s home?

There have been a handful of instances where sitters have been unable to get into a client’s home. This can happen when the lockbox isn’t working properly, the key is missing, the door/garage keypad has no power, or the client isn’t home to let the sitter in when they’re usually home during services. In any case, here are some things to try in order to get into a client’s home:

  • Double-check client profile notes to make sure you understand their home access instructions and are following them as written
  • Try knocking or ringing the doorbell to see if someone is home to let you in
  • Try other points of entry for their home. For example, if the front door keypad code isn’t working, try the same code for the garage keypad. Or, if you can’t unlock the front door, try the side or back door. Be careful not to use too much force to open a door, we don’t want to break anything in the client’s home!
  • If you’ve tried all options, reach out to management on Slack. From there, they can contact the client directly to figure out the best way to enter their home!

What do I do if a pet runs out of essential supplies (food, meds, litter, etc.)?

While it rarely happens, you may notice while caring for a pet that they are low on supplies they need, and that you will run out before the client returns home. If you notice a pet is out of something that is easily purchased at a retail store, like food or litter, then do the following:

  1. Double-check closets and cabinets, maintaining respect of the client’s home, to make sure there is none left
  2. Inform the team via Slack that [pet] is out of/low on [item]
  3. From there, management will reach out to the client to confirm the exact item and confirm that there is no more of the item in their home.
  4. Then, arrangements may need to be made for you or another sitter to purchase more of the item. If this is the case:
    1. Head to the nearest pet store/grocery store for the item when your schedule allows
    2. Purchase the item
    3. Take a photo of the receipt and send to management
    4. Take the item to the client’s home as soon as you can

If you notice a pet is out of/running low on medication, do the following:

  1. Inform the team via Slack that [pet] is out of/low on [meds] AS SOON AS YOU ARE AWARE
  2. From there, management will reach out to the client to confirm the medication and to contact the vet about refilling the prescription
  3. Then, arrangements will need to be made for you or another sitter to pick up the medication from the pet’s vet office. Keep in contact with management to be given further details on how to proceed.

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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.