Cancelling Services

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How do I cancel a service?

To cancel a service with us, please complete the steps below:

  1. Login to your client account.
  2. Go to the main menu Screen Shot 2022 09 01 at 12.58.36 PM and click My Schedule.
  3. Locate the service you wish to cancel.
  4. Checkmark the service and click the Cancel button Screenshot 2023 06 02 at 6.30.51 PM at the top of the screen. If you wish to cancel multiple services, please select all and perform a bulk cancellation by clicking the Cancel button at the top.
  5. In the popup window, you may add a reason for cancellation. Please also review our cancellation policy in blue.
  6. Scroll down and click Request.

Once you submit your cancellation request, you’ll see that the service box on the My Schedule page now has a red Screen Shot 2022 08 23 at 11.23.35 AM tag inside of it.

For further help with cancelling services, click here.

How can I cancel a series of services (bulk cancellation)?

If you wish to cancel a current ongoing series of visits, please contact us. Even though you may think to just cancel the services on your My Schedule page, that doesn’t mean the series will cancel. We have to cancel the series, otherwise the system will continue to auto-add services to your schedule.

How will I know when my cancellation request is confirmed?

Once you submit your cancellation request, we will take care of it ASAP and as soon as we do, you will be informed via a confirmation email and notification from our app, Precise Petcare.

Here’s an example of a cancellation confirmation email:

Screenshot 2023 06 02 at 7.08.16 PM

Once the cancellation is confirmed, the service will either be removed from your My Schedule page, or appear in dark gray with strikethrough content and Screen Shot 2022 08 23 at 11.28.52 AM tag inside the service box(es).

What is your cancellation policy?

Our service cancellation policy is as follows:

  • 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 you be eligible to receive an Account Credit (based on terms above), that amount will be auto-added to your client account and auto-applied to your very next invoice with us.

How can I see how much I have in cancelled credits?

You can view all your account credits by going to Billing > Transactions in your client account. Once there, locate the column Unapplied. If you see any amounts in red, those are credits (whether due to service cancellations, cash payments, etc). Any amounts you have will be auto-applied to future invoices until the Unapplied balance reaches $0.00. Once you’re out of credits, you will be charged as normal (using credit card on file) to pay invoices thereafter.

Screen Shot 2022 08 16 at 5.52.40 PM

If I cancel and reschedule a service, can I avoid cancellation fees?

It depends on when you cancel the initial service. If you cancel with at least 48 hours notice, you will receive 100% of the service total as a refund into your client account. Then, when you reschedule the service that you cancelled, any and all account credits (amount refunded) will be auto-applied to the invoice for the new service. Please see the terms of our cancellation policy to learn more!

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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

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.

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!

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.

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.

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.

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.

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.

Pet Safety Policy
For everyone’s safety, dogs must remain leashed during walks. Off-leash walks are strictly prohibited.

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.

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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

Thanks for trusting Hands N Paws with your furry family! 🐾