Why do you only offer services in 2-hr time blocks?

We have lots of clients to take care of, and with that, will need ample time to get to your place to care for your pets! We work in 2-hour time blocks for arrival. This allows us the flexibility to take on multiple clients in similar/overlapping time blocks as well as account for drive time in between services. 

Please note that the time blocks that we offer are for ARRIVAL TIMES. So, let’s say you schedule a service for 3-5pm – the earliest the assigned team member can arrive is 3pm and the latest he/she can arrive is 5pm.

How do I know when a team member has arrived to care for my pets?

You will be notified of a team member’s arrival via an app message that says “Service In-Progress”. You can also confirm whether a team member has arrived by going to the My Schedule page and locating the service box. If the service box appears in blue, that means the team member is present. You can even see the time the team member arrived to the service along with a GPS map of his/her whereabouts in real-time! 

How will the team communicate with me about my pets while I’m gone?

Our team of dog walkers and pet sitters will be very communicative with you while you’re gone. In our app, Precise Petcare, they’ll be sending you journal reports after completing each service on schedule. To learn more about what’s included in journal reports, please click here.

We do also allow team members access to client numbers should any questions or concerns arise when they’re on services with your pets. We encourage clients and team members not to take advantage of this access, but to only use it for urgent communications. The team does have the ability to communicate with other team members, so if less urgent things arise, they will likely use that resource.

If there is anything that’s highly important that you wish to communicate with Hands N Paws in general, please call/text our office number at (614) 636-6644 and someone will assist you as quickly as possible (M-F 9am-5pm; ASAP for more serious matters).

What are your additional fees for working together?

All new clients are required to purchase a lockbox before they begin working with us. To learn more about why we require lockboxes, please click here.

We also charge additional fees on services in the following circumstances:

• Last Minute Service Request (less than 24 hr notice): $15 fee per service.
• Holiday Service Request (see list below): $20 fee per service
• Additional Pets: $7 fee per pet per service (after first two pets)
• Out-of-Service-Area Service Request: $5-10 fee per service

Essentially, if you want to avoid the first fee listed, just make sure to schedule services with more than a day’s notice. That way, we can make proper arrangements for coming to see your pets without having to scramble too much! 

The holidays in which we include a surcharge are:

• New Year’s Day
• Easter
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Day After Thanksgiving
• Christmas Eve
• Christmas Day
• New Year’s Eve

As long as you live in our service area, you can avoid out-of-service-area fees. Our service area currently includes:

• Bexley
• Clintonville
• Columbus
• Grandview
• Upper Arlington
• Other smaller towns near/in these cities in Cbus

The only other time you would be charged additional fees (though unlikely) is if team members are instructed to (or see the need to, with your approval first!) purchase items for pets while under company care, including but not limited to: pet food or treats (if run out!), litter or cleaning supplies, transportation to the vet and/or emergency expenses for general care and wellness of pets, and more. We will retain and share receipts with you as proof of purchase! You will then be charged accordingly for these additional items.

Do you accept other payment methods, besides card?

Unfortunately, no. We only accept card as a valid method of payment. Here’s more information on this pulled directly from our Payment & Billing Policy within our policy agreement:

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.

Where can I view your policy agreement?

You can view our Policy Agreement by scrolling to the bottom of our website and clicking Terms of Service. If you already have a client account with us, you have signed off on the agreement. You can viewed the signed policy agreement by going to My Account > Policy Agreement and clicking View.

Why hasn’t my usual team member been taking care of my pets lately?

Here at Hands N Paws, we work as a team to take care of our clients. This means that we don’t normally assign a primary person to work with pets. If you’ve noticed that a single person has been caring for your pets for awhile, and now all of sudden there are different team members providing care, it’s likely due to any or all of the following reasons:

• Your “primary” care provider is taking time off from work, whether out sick, on vacation, or just because.
• Your “primary” care provider is busy with other clients/pets.

We understand that it’s NOT possible to guarantee that one single team member is available to work with certain clients at ALL times those clients need services. This is why we operate as a unit. Our team members are encouraged to follow our best practices for completing services, so that way we can deliver consistent services to the pets in our care.

Everyone at Hands N Paws is passionate about working with our clients as a whole, so whether you’ve got a single person or multiple people caring for your pets, we can promise that you’ll be satisfied with the service quality. To learn more about our current team members (and the loving pet-people they are!), please visit each of our service pages and scroll down til you see user profiles.

How do I give feedback on my experience with Hands N Paws?

We LOVE when we receive feedback from our clients, as it helps us to learn and grow! You can leave feedback in multiple ways, though the most impactful way is in the form of a Google review! To do that, please click here, select your rating (out of 5 stars), add any comments you may have, then click the blue Post button.

To leave a feedback on more specific aspects of your experience (our app, our client support, etc.), please fill out this survey here.