614-636-6644
Dog Walking Service 1

Our Cultural Values

Hands N Paws upholds one single core value, that is: courage.

Courage is essential to asking for help, admitting mistakes, sharing ideas, and extending trust. It takes courage to fail and try again, give and receive feedback, and reinforce a circle of safety that encourages vulnerability, trust, connection, and collaboration. Accountability, honesty, and gratitude are all rooted in courage, as they require individuals to be authentic, vulnerable, and open with others.

When we make mistakes, we do not finger-point, blame, or shame. Instead, we choose accountability. We do not pride ourselves on being “knowers and provers”; but rather, we are all “learners and improvers”. It is okay to not have the answer to something and to say “I don’t know”. We are all here to support and help breathe compassion and kindness into the process of making mistakes and receiving well-intentioned feedback from a completely generous place (“I believe in your ability to do better in this area”). In its entirety, this is fueled by courageous leadership and courageous conversations. Leadership at Hands N Paws is also driven by courage, as good leaders are not afraid to show love and care for their team members, and treat them like family- celebrating their wins and providing support during challenging times.

Lastly, the culture of courage at Hands N Paws also includes a focus on imperfection, vulnerability, and self-compassion. The team members strive to let go of perfectionism and instead focus on healthy striving. They cultivate a culture of inclusivity, openness, awkwardness, bravery, and kindness, all of which require the courage to be authentic and vulnerable.

In summary, courage is the core value that drives the culture at Hands N Paws, and it is evident in the following ways:

  1. Asking for help when a task becomes overwhelming or challenging
  2. Admitting a mistake and taking responsibility for it
  3. Sharing new and creative ideas for improving processes or services
  4. Being open to receiving feedback and using it to make improvements
  5. Failing and trying again, without fear of judgment or shame
  6. Giving feedback in a compassionate and constructive manner
  7. Celebrating successes and highlights, and expressing gratitude for team members’ contributions
  8. Being honest about what is important and asking for what is needed
  9. Reinforcing a circle of safety by avoiding finger-pointing, blaming, or shaming
  10. Treating team members with love, care, and respect, like family
  11. Encouraging healthy striving rather than perfectionism (where the focus is on YOU vs others)
  12. Embracing vulnerability and self-compassion in the face of imperfection

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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.