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Home Access

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How will you access my home to care for my pets?

At Hands N Paws, we have a lockbox policy requiring all clients to have a lockbox on-site with a key inside. This ensures secure and reliable access for our team when providing pet care services.

We do not permit handing off keys directly to team members or relying solely on garage or door codes, as these can be unreliable due to battery failure, weather conditions, or other factors. The lockbox is the required method of entry (even if just there for backup alongside a “reliable” door/garage code).

During your Meet N Greet, we’ll discuss how to order your lockbox as part of the client onboarding process. Once your lockbox arrives, program a unique four-digit code, and add the code along with the lockbox’s location to your client account notes in Precise Petcare. This information will then be securely shared with the assigned team member(s), allowing them to access the key from the lockbox to care for your pets upon arrival to services.

Where exactly can I add entry information to my client account?

(If you’re a new client who hasn’t been onboarded yet (had a Meet N Greet), this information may not be familiar to you).

For existing clients, please go to My Info and locate the section, Home Access. There, you’ll find the following fields:

  • Do you have a lockbox? (MUST have one!)
  • Home Access Details (include where to enter, how to enter, etc.)

When answering “Do you have a lockbox?” select “Yes,” and two additional fields will appear: “My lockbox code is…” and “My lockbox location is…” Be sure to fill these out accurately. For the “Home Access Details” section, include any additional entry information that might be helpful for our team. Once completed, this information will be securely shared with the assigned team member(s), ensuring they have everything they need to properly access your home and care for your pets.

*IMPORTANT: If you think a visual or video walkthrough would be helpful for us to understand your home access/entry process, please share it with us using this link and the following recipient address: support@myhandsnpaws.com. In the message box on the upload page, include details on who you are and what you’re uploading/sharing with us. We will then forward any received videos to our pet care team accordingly.

What is a lockbox?

A lockbox is a small, secure, lockable container designed to store keys and other valuable items, such as money or access cards. Most lockboxes come equipped with a durable hook or shackle that allows them to be easily attached to door handles, fences, or other secure fixtures. They are typically accessed using a combination code, ensuring that only authorized individuals can open them.

Lockboxes are widely used in various industries, including real estate, property management, and pet care services, due to their practicality and reliability. For example, in pet care, they provide a convenient way to store house keys securely on-site, allowing authorized team members to access a client’s home without needing to exchange keys manually. This ensures a streamlined, efficient, and secure process for both clients and service providers, minimizing the risk of lost or misplaced keys.

What’s your official company policy on lockboxes?

Here is our lockbox policy verbatim:

“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 entry-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 must 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 needs alternative access into the home.”

Explain more about why you use/require lockboxes?

In the past, we relied on passing keys between team members. However, as our team expanded (and given our team-based approach to serving clients), this method quickly became impractical and unsustainable. To address this, we introduced a lockbox policy in 2020. As part of the new client onboarding process, all clients are required to purchase a lockbox to be used for secure and reliable access during scheduled pet care services.

Lockboxes provide a secure and efficient solution for key management and accessibility, as keys are stored directly on-site at the client’s home. When a team member arrives for services, all they have to do is use the provided code to seamlessly open the lockbox, retrieve the key, and access the home to care for the pets.

Lockboxes not only ensure secure and sustainable access for multiple team members but also guarantee entry at all times. While we have allowed alternatives such as garage codes and door codes in the past, these methods have proven unreliable, as they depend on batteries and electricity. Lockboxes, by contrast, operate without power and offer a fail-safe way to access all clients’ home to care for the pets.

I don’t want to leave my lockbox in plain sight where passersby can see it. What can I do?

Totally understandable! You can hide your lockbox in a safe and discreet location on your property. Common options include hanging it on a fence, securing it on a side door, or placing it out of view behind a plant or other outdoor feature. Once you’ve decided on the location, simply update the lockbox details in your client account in Precise Petcare, including its exact location, so our team knows where to find it. This keeps your lockbox secure and out of sight while ensuring reliable access for our team.

How can I purchase a lockbox?

To purchase a lockbox, visit our website, scroll down to the footer menu, and click on Buy Your Lockbox.

What if I haven’t received my lockbox before services are scheduled to start?

We have a 48-hour client onboarding policy to allow enough time for ordering and receiving your lockbox. However, if your lockbox is delayed and services are scheduled to begin before it arrives, you can temporarily hide a key in a secure location outside your home or provide an alternative entry method. While these options can work in the short term, there are potential risks.

To keep our team informed, make a note in Precise Petcare that your lockbox is on the way and include details about the alternate entry method. If hiding a key, common spots include under a flowerpot, beneath a mat, or behind a porch post. If providing a garage or door code, please be aware that electronic keypads can fail due to low batteries or bad weather, which may prevent us from completing services as planned. These limitations highlight the importance of having a lockbox for secure and reliable access, and why we have a lockbox policy at all.

Once your lockbox arrives, program your code and update your client account in Precise Petcare right away. This ensures we can seamlessly transition to using the lockbox for all future visits, providing consistent and secure access to care for your pets.

What if I already have my own lockbox? Can I use it instead of purchasing your company lockbox?

Yes, you’re welcome to use your own lockbox! We just ask that you provide a brief demonstration on how to use it during your Meet N Greet. This allows the attending administrator to take notes, especially if your lockbox functions differently from the one our team is used to. These notes will then be shared with the rest of the team to ensure everyone knows how to operate it seamlessly when coming by for pet visits.

What if I have a garage code I want you to use instead of a lockbox?

That can work, but having a lockbox available to use as a backup is still required. Relying solely on a garage code to gain entry into your home has its drawbacks. In the event of a power outage or a dead/low battery, accessing your home to care for your pets could become a significant challenge. A lockbox eliminates this concern, as it doesn’t depend on electricity or batteries, ensuring guaranteed access to your home at all times.

What if I just want to hide a key somewhere instead of getting a lockbox?

No, hiding a key is not a safe or acceptable alternative to a lockbox. While it might seem convenient, it poses significant safety and liability risks. A neighbor or passerby could observe where the key is hidden, putting your home at risk of a break-in, even if you have full faith you live in the safest of neighborhoods.

A lockbox is required not only for guaranteed access to your home but also for the safety and security of your property. With a lockbox, your key is stored securely, and only authorized team members have access to its code. This ensures both reliable entry for pet care services and peace of mind that your home remains protected.

What if I just want to keep my door unlocked and have you enter my home that way?

Apologies, but absolutely not. Leaving your door unlocked is unsafe and puts your home at significant risk. If a break-in were to occur while we are providing services, we cannot be held responsible for any resulting damages or losses.

For the safety of your home and to ensure reliable access for our team, a lockbox is required. This secure solution protects your property and allows us to perform our services without compromising security.

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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.