App Support

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What app do you use?

We use an app called Precise Petcare, a trusted third-party platform designed specifically for pet care providers and their clients. This app helps streamline communication, scheduling, and updates, ensuring a seamless experience for both pet parents and our team.

Through Precise Petcare, you can:

  • View and manage your service schedule
  • Update personal and pet information
  • Receive real-time updates and journals about your pet’s care
  • Add or modify payment information
  • Easily communicate with our team

It’s user-friendly and built to make managing your pet’s care as convenient as possible! If you haven’t already downloaded it, you can find it in your phone’s app store—just search for “Precise Petcare” and look for the purple paw icon. For your convenience, click here if you’re an Apple user or here if you’re an Android user.

Is the app compatible with all devices?

Yes! The Precise Petcare app is compatible with most modern smartphones and tablets running iOS or Android. You can download it from the Apple App Store for iPhones and iPads or the Google Play Store for Android devices.

However, it’s important to ensure your device meets the minimum requirements for the app:

  • iOS devices: The app typically requires a certain iOS version (e.g., iOS 11 or later).
  • Android devices: It may require a specific Android version (e.g., Android 7.0 or later).

If you’re unsure whether your device is compatible, check the app’s details in the app store for the latest requirements. While the app is not designed for use on desktop computers, you can still access your account via the Precise Petcare web portal on a computer browser.

How do I log in to the app?

To log in to your client account through the app:

  1. Download and open the Precise Petcare app.
  2. Enter your email and password.
  3. If you’ve forgotten your password, click Forgot Password to reset it.

Important Note: Only existing clients have accounts with us. If you’re a new client and haven’t used our services before, you’ll need to schedule a Meet N Greet first.

What if I can’t access my client account in the app?

You’ll only be able to log in to your client account if you’ve already created one with us. To create an account, you must first schedule a Meet N Greet with us. Once scheduled, you’ll receive an email with a link to the account creation page where you can register and set up your account.

If you’ve already scheduled your Meet N Greet but misplaced the follow-up email or didn’t receive it, click here.

If you know you’ve already created an account but are just having trouble logging in, try clicking Forgot Password to reset it. For further assistance, please don’t hesitate to contact us!

Can more than one person have access to my account?

It is not possible to add additional emails and passwords to one single client account. However, you’re more than welcome to provide your current email and password to whomever else you would like to have access to your account.

How do I reset my password?

To reset your account password, click Forgot Password and enter the email address associated with your account. A new temporary password will be emailed to you. If you’re not receiving the password reset emails then add “myhandsnpaws@preciseemail.net” to your Safe Senders list.

If you’d like to set a new password after having logged into your account, you can do so by going to My Account and scrolling down to where it says “Current Password” and “New Password”. Please fill out both fields and click Save Screen Shot 2022 08 23 at 2.33.00 PM.

How do I update my account information?

Updating Personal Information (Phone Number, Address, Home Details):

Navigate to Petcare > My Info and scroll down to find the appropriate fields to update your information. Be sure to click Save at the bottom when you’re done. Click here to learn more.

Updating Pet Information (Food, Walk Routine, etc.):

Go to Petcare > My Pets, locate the pet profile you’d like to update, click on the Pencil icon, and make updates to the necessary fields accordingly. Don’t forget to click Save at the bottom. Click here to learn more.

Updating Account Info (General Settings & Login Details):

Head to My Account to manage general settings, set your starting page, update your profile photo, view the signed policy agreement, or change your email and password. Remember to click Save at the bottom.

How do I view my service schedule?

To access your service schedule, go to My Schedule. By default, the current month will appear in a 30-day calendar format. This page displays all your scheduled services on their respective calendar dates and times. To learn more, click here.

*To adjust the view of the schedule, click the calendar icon at the top of your screen and choose your preferred option, such as 1 Day, 1 Week, or another format.

Can I schedule a service directly through the app?

Absolutely! This is one of the app’s most popular and valued features, making it incredibly easy and convenient to work with us. Click here to learn how to schedule services effortlessly!

How do I cancel or modify a service?

To learn how to cancel a service, click here. If you need to update service details—such as the date, time, or tasks—click here for step-by-step instructions.

Where can I see updates about my pet’s care?

You can see updates directly in your account via Pet Care Journals! After each scheduled service with your pet, you’ll receive an app notification letting you know there’s a new “Pet Care Journal” ready to view. Journals are our post-service write-ups designed to give you peace of mind; they include:

  • Details on the service, including team member who visited, arrival & departure times, etc.
  • A checklist of completed tasks
  • Fun photos
  • A GPS map showing our whereabouts during the service
  • A detailed recap of the wonderful time we had

If you’re not receiving app notifications for new journals, don’t worry—they’re also sent to the email address associated with your client account. Alternatively, you can view pet care journals by following these steps:

  1. Login to your client account.
  2. Go to My Schedule.
  3. Locate the service you want an update for, and click the Journal icon inside the service box to view the details.

How do I add or update payment information?

To add or update your payment information, navigate to Billing > My Billing Info and complete the required fields. Start by selecting “Yes” for Keep Credit Card on File, choose your Payment Method, and fill in the remaining details, including your billing address.

Don’t forget to click Save at the bottom to apply your changes. To learn more, click here.

What should I do if the app keeps crashing or freezing?

If the app is crashing or freezing, it could be due to a poor service area. Check your connection to ensure you have a stable internet signal.

You might also want to try deleting and reinstalling the app to refresh it and resolve any temporary glitches.

If these steps don’t resolve the issue, it may require the expertise of the app developers. Click here to submit a support ticket. Precise Petcare’s support team is highly responsive and helpful, so they should be able to assist you in resolving the problem quickly!

How do I contact support through the app?

If you need to reach Hands N Paws for simple questions—such as scheduling, updating pet notes, or viewing invoices—you can easily send an in-system email through the Messages feature.

If your issue involves a more complex software problem (e.g., crashing or freezing), you’ll need to contact Precise Petcare’s support team by submitting a support ticket. They’ll assist you with any technical issues.

Additionally, please note that Hands N Paws customer support is also available via phone and text, not just through in-system messaging. Feel free to contact us through the method that’s most convenient for you!

Can I upload additional notes, photos/videos, or special instructions for my pet through the app?

Absolutely! We encourage you to provide as much detail as possible in your pet’s profile under Petcare > My Pets. This helps us understand your pet’s unique needs and provide the best care possible.

If you’d like to add additional notes, photos, videos, or special instructions beyond the existing fields, you can upload them under the Files section at the bottom of your pet’s profile. Accepted file types include PDFs, PNGs, MP4s, and more.

Your thoroughness in sharing detailed information about your pet is always appreciated and ensures we can deliver personalized, top-quality care!

How do I add additional pets to my account?

To add another pet to your account, navigate to Petcare > My Pets and click New Pet. Fill out the required fields, starting with your pet’s Name, Breed, and Age, and continue down to include details like Vet Information. When you’re finished, be sure to click Save at the bottom to apply your changes.

Why am I not receiving app notifications?

If you’re experiencing issues with notifications, it could be due to one of the following reasons:

  1. First-Time User: If you’ve just downloaded the app for the first time, a quick one-time troubleshoot might help. Try deleting and re-downloading the app to ensure everything is set up correctly.
  2. Phone Settings: Your phone’s notification settings may not be configured to allow notifications from Precise Petcare. Check your general phone settings to confirm that notifications are turned ON for the app.

If the issue persists, feel free to contact us for further assistance!

What are all the notifications that the app is going to send me?

New Pet Care Journals, On The Way, Service In-Progress, New Emails (either mass communication to all clients or an email exclusively from support to you), …

Can you summarize the functionality of each tab in the main menu?

Sure! Here’s a condensed overview:

  • Dashboard: View a timeline of completed services, payments, invoices, and communication. See upcoming and past services at a glance.
  • My Schedule: Request, manage, cancel, or modify services. View journals and add/update trip details.
  • Petcare > My Info: Update personal info (e.g., contact details, home access, emergency contacts).
  • Petcare > My Pets: Manage pet profiles, including care routines, medical, and vet info.
  • Billing:
    • My Billing Info: Store your payment method.
    • Invoices: View invoices for services.
    • Transactions: Review payments and associated invoices.
    • Make a Payment: Submit manual payments or tips.
  • My Photos: Access all pet care photos in one location.
  • Messages: Communicate with the support team and manage conversations.
  • My Account: Adjust app settings, update login credentials, and view signed agreements.

Can I change notification settings to only get notified/email about specific things?

Yes! To customize notification settings, you can…

If I close out the app, will it log me out?

No, closing the app will not log you out. However, if you’re in the process of making changes to your account (e.g., in My Info, My Pets, My Account, etc.) and accidentally close the app or log out, your changes won’t be saved automatically. Be sure to click the Save button at the bottom of each page to apply your updates.

If you manually log out by going to the Settings wheel in the main menu and selecting Logout, you’ll need to log back in the next time you open the app.

If I delete the app and re-download it, will I lose all my data entered into the app?

No, deleting and re-downloading the app will not cause you to lose your data. All your information, including personal details, pet profiles, service schedules, and payment details, is securely stored on your account in the system. Once you log back into the app after re-downloading, all your data will be restored.

If you encounter any issues logging in or accessing your information, feel free to contact us for any assistance!

What are your top suggestions for app usage and success?

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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.