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Emergency Coverage Program

Click smile to expand! 👉

As Hands N Paws continues to grow, so does the need for reliable backup coverage when unexpected situations arise. Whether it’s a last-minute client request or a team member needing to call out, these moments can create real pressure if we don’t have support in place.

That’s where our Emergency Coverage Program comes in.

This system is designed to reward team members for being on standby during designated time blocks — meaning you’re available to step in and help IF something comes up. You’re not just being recognized for visits completed, but for your availability, which is equally valuable to keeping operations running smoothly.

By participating, you’re helping:

  • Ensure pets are always covered with care 🐾
  • Prevent client disruptions and uphold trust 💛
  • Strengthen the team’s ability to respond quickly and flexibly ⚡

This program is a proactive step toward keeping things fair, efficient, and sustainable — and we’re excited to offer meaningful rewards for your support.

How It Works

Each day of the month is divided into three emergency standby blocks:

  • Morning: 7:00 AM – 12:00 PM
  • Afternoon: 12:00 PM – 5:00 PM
  • Evening: 5:00 PM – 10:00 PM

You choose the blocks you want to cover each month by adding your name to said block(s) in a shared calendar — pick what works for your schedule!

If an emergency coverage need pops up during one of your blocks, Emilee or Benny will reach out to you in Slack.

All you need to do is:
✔️ Keep that time window fairly free in case you’re needed
✔️ Stay very reachable and ready to help

Even if you’re not called in, you still earn a monthly stipend based on how many blocks you signed up for.

💸 Stipends are paid out on the first payday of the following month.

Simple as that! 🙌

Stipends + Bonus Points

You’ll get rewarded just for being on standby — whether you’re called in or not. How cool is that?! Both your stipend and bonus points depend on how many blocks you sign up for in the month.

Stipend Tiers:

  • 12 blocks = $50
  • 18 blocks = $70
  • 24 blocks = $100
  • 30 blocks = $125
  • 36 blocks (max) = $150

Note: You must complete a full tier to receive that stipend — no partial payouts.

Bonus Points:

  • 12 blocks = 200 points
  • 18 blocks = 500 points
  • 24 blocks = 1,000 points
  • 30 blocks = 1,500 points
  • 36 blocks = 2,000 points

Points go directly toward your monthly leaderboard score — a great way to boost your standing in the monthly contest!

How to Sign Up

  • In the last week of each month, Emilee will post a fresh shared calendar in the #general Slack channel.
  • The calendar will show each day of the month with all available time blocks.
  • Add your name to the blocks you’re able to cover.
  • The deadline to sign up and secure your blocks is the last day of the month.

Tracking & Payouts

At the end of each month:

  • Emilee will tally how many blocks you signed up for.
  • She’ll calculate your stipend and bonus points tier.
  • Stipend totals go to Benny for payroll and bonus points will be added to the monthly leaderboard.

Stipends are paid out on the first payday of the following month.

Frequently Asked Questions

Do I get paid if I don’t end up covering a visit during my block?
Yes! You’re getting paid for being on-call and available — not just for visits completed.

What if I maybe can’t respond/help during a block I signed up for?
Please only sign up for blocks where you’re confident you’ll be reachable and able to help if needed.

Can I sign up for more than 36 blocks in a given month?
Nope. To keep the program sustainable, the cap is 36 blocks per month per individual.

What if someone else already signed up for a block I want?
If a block already has someone’s name in it, it’s taken. Please choose a different open block to keep things fair and distributed.

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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.
– Virtual Meet N Greets: Free.
– In-Person Meet N Greets: $50.
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.

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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! 🐾