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Requesting Service Coverage

What’s covered in this article! 👉

Finding it tricky to get coverage for your scheduled visits? You’re not alone! Our team is full of people willing to help—the key is knowing how to ask.

Posting in the #coverage Slack channel is your first step, and using the tips in this guide will dramatically increase your chances of getting a quick “I’ll take it!”

Before You Post in #coverage

To help a teammate quickly say “I can help!”, have this information ready.

Gather these essentials:

  • A Screenshot: Take a clear screenshot of the visit(s) on schedule. This gives teammates the fastest possible overview.
  • The “What & Who”: A brief description of the visit type and client/pet name.
  • The “When”: Date, day of the week, and start/end time.
  • The “Where”: Client location (e.g., “Sunnyvale Community Center”).
  • The “Why”: A brief reason provides helpful context (e.g., “appointment,” “family event,” “sudden conflict”).

How to Write an Effective Coverage Request

The most effective way to get your visit covered is to frame it as an opportunity for your teammates. Shift your mindset from “I need help” to “here’s what I can offer you!”

✅ The Right Mindset: Frame It as an Opportunity

Always focus on what your teammate stands to gain. This could be:

  • A financial incentive (Venmo tip)
  • A future time swap (guaranteed coverage in return)
  • Good karma and your sincere gratitude

💡 Pro-Tip: The Perfect Request Formula

  1. Start with a brief, human reason (builds empathy without oversharing)
  2. Present the visit details clearly
  3. Highlight what’s in it for them (this is the most important part!)
  4. Keep it low-pressure (when appropriate)

📝 Request Examples

Standard Ask (With Future Benefit)

“Hi team! I had a family commitment come up during my 2-4 PM visit with Miss Harper on Friday. Would anyone be able to take it? Happy to return the favor with a future visit swap!“
(Screenshot of visit)

Urgent Ask (With Strong Incentive)

“Offering a $10 Venmo tip! Can anyone urgently take my 3-5 PM visit today? I’ve got a sudden conflict and would be incredibly grateful!”
(Screenshot of visit)

Relatable Ask (Building Goodwill)

“Hello friends! My dog decided to have a veterinary emergency this afternoon. Can anyone take my visit with Pizza/Pasta? You’d be saving me from a very stressful situation!“
(Screenshot of visit)

❌ What to Avoid: The One-Sided Ask

Steer clear of requests that only focus on your needs without offering value in return.

Poor Example:

“Hi guys, I can’t make my visit tomorrow. Can someone please take it? I really need help.”

Why This Doesn’t Work:

  • Only focuses on what you need
  • Gives no compelling reason for teammates to say “yes”
  • Puts the emotional burden on others without providing a solution

Remember: The most successful coverage requests make helping you feel like a win for everyone involved!

Pro Tips for Success

📏 Keep It Short & Sweet

  • Get straight to the point – teammates are scanning quickly
  • Use line breaks and a screenshot for easy reading
  • Avoid long stories or over-explaining

⏰ Time It Right & Follow Up

  • Ask early when possible – give people time to see and respond
  • Space out your asks – avoid posting right after someone else’s request
  • Follow up within 24 hours if urgent – bump your message to show it’s still needed

🤝 Be a Good Coverage Citizen

  • Pay attention to when others are asking for coverage
  • Return favors when you can
  • Celebrate when someone helps you out!

Your peace of mind starts here.

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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. 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.
– Account Assistance Fee: If you request us to schedule services, cancel services, update pet notes, or otherwise manage your account without first attempting to do so yourself, a surcharge of 10% of your most recent invoice (minimum $25) will be applied. Our handy Client Support Center is available to guide you step-by-step in managing your account.

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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! 🐾