Services

Is it acceptable to extend the duration of a service beyond what was initially scheduled?

Yes, extending service time is acceptable, especially for team members experiencing a service for the first time or those who choose to stay longer due to availability in their schedule. However, if you’re staying longer out of a sense of obligation, due to the volume of duties exceeding the scheduled time, it’s important to communicate this. This may indicate a need for adjusting service times with certain clients to ensure duties can be completed without undue pressure.

Our team leaders regularly review the master schedule to ensure team compliance with client-scheduled service durations. Should a trend of extended service times with any client emerge and it’s indicative of a systemic issue, we address it directly with the client to make necessary adjustments. This also could result in the client being prohibited from scheduling shorter service times with us in the future.

We prioritize your satisfaction as a team member, so if you’re consistently needing to stay longer due to the workload, this will definitely be handled and resolved as long as all parties communicate about it openly.

Is it acceptable to reduce the duration of a service from what was initially scheduled?

It’s absolutely crucial to fulfill to the full service duration scheduled by the client, as this significantly impacts customer satisfaction and the likelihood of repeat bookings. However, there are exceptions. If the client has indicated, either through their Precise notes or directly to you, that it’s acceptable to shorten the service due to specific circumstances (such as adverse weather conditions or fewer tasks than usual), only then is it considered appropriate to complete the service in less time than what’s scheduled. In such cases, communicating these deviations to your team leader and/or in your journal report to the client is highly recommended for transparency and record-keeping. Should you finish a service early WITHOUT explicit permission, this will lead to consequences under our record points system for accountability.

I’m having trouble on a service. What should I do?

If you’re encountering challenges and are unable to resolve them independently, remember that you have numerous resources available to assist in troubleshooting any issues. Please explore all the following support options outlined below, each of which is equally important and does not need to be utilized in any specific order. However, please familiarize yourself with the best practices for contacting clients (Client Communication) before using that resource.

Slack serves as our primary platform for internal communication, facilitating connectivity among everyone at Hands N Paws. It’s structured into various channels to ensure organized conversations. Have a question during a visit? Share it in #help.

Click here to learn more about why it’s best to message in a public channel vs privately chatting with your team leader in Slack (unless it’s an absolute private matter).

  • Service Checklists

Our service checklists are designed to simplify your service duties, guiding you through all the necessary steps when caring for pets. We currently have one checklist for regular visits and another for overnight stays. Click here to access them.

While it’s not mandatory to strictly adhere to these checklists, they prove incredibly useful in keeping track of your responsibilities when on pet services. From marking your arrival in Precise to documenting your visit in a service journal upon completion, the checklists have you covered. Not only does this help streamline processes for you, but it also ensures the satisfaction of our pet parents.

  • Team Support Articles

Utilize our team support center to access a range of support articles that cover all aspects of Precise Petcare and your role. Take full advantage of these resources to address any inquiries regarding logistics and matters related to HNP.

  • Blog Articles

Our company blog serves as a comprehensive resource for all things pets and pet care. Delve into our articles to gain insights and knowledge necessary for providing top-notch care to our beloved furry companions. Whether it’s managing pet emergencies or mastering the use of different dog harnesses and leashes, we offer comprehensive guidance. Our aim is to empower you to excel as a pet caretaker!

  • Contacting Client

Though you’re welcome to prioritize this help option as you wish, it is recommended to contact clients as a last resort and/or for emergency/urgent queries only. So, in situations where you’ve exhausted other support options without success, please contact the client (phone numbers located in Client Profiles).

How can I provide the best service possible to clients?

To ensure top-notch service delivery, adhere to our best practices and follow all Precise notes and information regarding pets and their routines. While various resources are available (as detailed in the previous Q&A), your primary tools for success are: the notes provided in Precise and our service checklists. The service checklists help you stay organized and ensure you cover all standard tasks during services. By combining this with the custom care notes in Precise Petcare for that specific client/pet, you can tailor and customize your service effectively, and also ensure all necessary bases are covered.

How do I know what to do on each scheduled service?

To understand your tasks for each scheduled service, check the service box on your My Schedule page and thoroughly review the notes in the Client Profile and Pet Profile. The service box contains duties listed in italics, along with a notes section where you may find information about any special things that need to be done during the scheduled service. If anything is unclear or you’re unsure about expectations, don’t hesitate to send a message in Slack #help or contact the client directly.

To learn more about how to deliver the BEST possible service, once you have an understanding of what to complete on services, click here.

How can I best prepare for services I’ve never done before?

First and preferably in advance, carefully review the Precise notes regarding the pet’s care routine and any special details about the client’s home (ex: alarm system). If you encounter anything that is unclear or unfamiliar, reach out for assistance in Slack #help. There’s a good chance that someone on our team has previous experience with that client and can offer valuable insights and guidance. If needing further clarity on something, feel free to contact the client directly (via call or text).

During your new visits, it’s important to acknowledge that it might require some time to get accustomed to a new home and the pets you’re caring for. It’s in your very best interest to take the necessary time to ensure that all aspects of the visit are thoroughly addressed. Continuously review the notes in real-time, and don’t hesitate to reach out to the team for support via Slack’s #help channel (access all Slack guidance tools here). Feel free to send a message or make a call to the client if needed. If you find yourself uncertain about something, always take the steps to address it promptly; it’s always better to be certain than to second-guess yourself on something!

What do our cat care services typically involve?

Our cat care services typically include feeding the cat according to their dietary requirements and ensuring access to fresh water. Maintaining the cleanliness of the litter box is crucial, along with engaging the cat in playtime and exercise to promote their physical and mental well-being. Grooming tasks such as brushing the fur and monitoring the cat’s health for any signs of illness or discomfort are also typically part of the routine. Additionally, administering medication as per instructions, if needed, and providing affection and attention to the cat contribute to a comprehensive care regimen.

Of course, it’s important to consult Precise notes about routines and stay in touch with both the team and the cat’s parent to address any uncertainties. Delivering personalized care is what defines our cat sitting services at Hands N Paws.

What do our dog walking services typically involve?

Our dog walking services primarily involve taking dogs for walks to provide exercise and stimulation while their parents are not home/unavailable. This includes ensuring potty breaks, offering water and treats, practicing basic training, and maintaining safety during the walk. Feedback and communication with the owner about the walk are also crucial aspects of the service.

Of course, it’s important to consult Precise notes about routines and stay in touch with both the team and the pup’s parent to address any uncertainties. Delivering personalized care is what defines our dog walking service at Hands N Paws.

Can you provide details about overnight services, including what’s expected of me, the pay, and any additional information I need to know?

Overnight services require you to stay in the client’s home, taking care of their pets overnight. This involves arriving at the scheduled time block in the evening and staying for about 8-10 hours in length. Your duties include completing all evening routines before bedtime and morning tasks before departure. Clients will inform you of their pet’s specific evening, bedtime, and morning routines, which you can find in the Overnight Stay Info section of the Client Profile in Precise. Please follow these notes carefully. Additionally, look out for any service box notes and/or notes the client may leave in their home upon your arrival for extra instructions.

Clients expect you to send two journal report updates during your overnight service, one in the evening before bedtime and the other in the morning right before your departure. Please consult their Communication Preferences in their account notes to know how to structure your journal entries. You can also click here for additional help/best practices.

For overnight services, you’ll be compensated $70 per night (not including tip). There’s opportunity for additional pay if completing overnights on select Federal holidays.

Click here to access our handy step-by-step overnight service checklist.

How can I find out if services are part of a vacation series?

You can identify clients who are on vacation or out of town by looking for the suitcase icon in the service box(es). Clicking on this icon will display the client’s trip itinerary. It’s important to note that adding trip information is optional for clients using our pet sitting services (while on vacations), so not all service boxes will have this icon. If you’re unsure whether a client is on vacation, you can always ask in Slack #general for clarification. Additionally, feel free to request the pet’s full schedule with Hands N Paws to understand the frequency of visits and the duration of the client’s absence.

Is there anything specific or that I should do differently for services where clients are out-of-town?

There are indeed a couple of things you can do to ensure that pets whose parents are vacationing receive excellent care throughout the parent’s extended absence.

Firstly, check for any notes in the service box. If there’s a note indicating that it’s the last service in a vacation series, you may want to ensure everything is in excellent condition for the client’s return home. This could include cleaning up any messes or accidents and tidying up the home to create a welcoming environment.

Secondly, it’s essential to collaborate closely with other team members regarding updates on the pet’s care. While strong communication with clients via journal reports is crucial, it’s equally important to maintain strong communication within the team (and others visiting that pet). If you notice any unusual behavior, such as a pet being reluctant to eat, which is common among vacationing clients, communicate these concerns with other visiting team members and the client. Seek suggestions on how to address the issue, conduct your own research, and take appropriate actions.

How can I schedule myself for recurring services with a specific client?

If you’re interested in becoming the primary pet care provider for a client, please be aware that the client must initiate this request with us first. If a client enjoys your services and wishes for you to be their primary provider, they should contact us directly with their request. We will then make the necessary accommodations and inform them about the process involved.

However, if you’re not the primary provider for a client, but you wish to secure a lot of their scheduled services, keep an eye out for notifications regarding the client’s service requests in Precise Petcare. Once these requests come in, promptly accept them to secure them on your personal work schedule. This proactive approach will help you secure more services with the client.

Stop your worry & stress about your pets!

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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, AND 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.

*Additional fees may apply, as discussed/negotiated between Company and Client. 

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 or more.

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 a virtual or in-person Meet N Greet before getting started with pet services. These meetings allow us to connect with and onboard Clients and discuss their pet care needs.

All virtual Meet N Greets are free of charge. All in-person Meet N Greets come at a $50 cost. Meet N Greets are no more than 30 minutes in length.

New Clients can book their Meet N Greet on our website at www.myhandsnpaws.com. Existing Clients can book their Meet N Greet in their designated client account in Precise Petcare.

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.

SERVICES 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.