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In-App Messages

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How can I send new messages in the app?

How do I know my message has been sent?

You can know if your message has been sent by checking the sent tab Screen Shot 2022 10 10 at 12.37.56 PM. Also, once you click Send, be on the lookout for a green banner across the top of your screen, confirming that your message has been sent.

How can I locate received messages?

To view received messages, please go to Messages and click on the received tab Screen Shot 2022 10 10 at 12.38.05 PM towards the top of the screen.

How can I respond to received messages?

To respond to received messages, first go to Messages, locate the received message, and click on the view icon Screen Shot 2022 10 10 at 12.43.04 PM towards the right. Then, click on Screen Shot 2022 10 10 at 12.45.03 PM.

How can I locate sent messages?

To view sent messages, please go to Messages and click on the sent tab Screen Shot 2022 10 10 at 12.37.56 PM towards the top of the screen.

Can I use the messages feature to contact a Hands N Paws team member?

If you have a message conversation currently existing with a team member, then you will be able to send a message to them. You can locate their name by clicking on the dropdown menu in the “To” field.

If you do NOT have a pre-existing message convo with the team member, you will not be able to find them in the dropdown menu in the “To” field. You will have to wait until they contact you first, then their name will populate in that dropdown menu accordingly.

Any and all messages, however, can be sent to Hands N Paws management. Please select “Management” in the “To” dropdown menu.

FAQs: In-App Messages

What are in-app messages?

In-app messages are a way to communicate directly with Hands N Paws management, among other contact methods including phone and text. They allow you to message directly within your Precise Petcare client account.

How do I send an in-app message?

To send in-app messages, 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 Messages.
  3. Over towards the right, click Screen Shot 2022 10 10 at 12.11.41 PM.
  4. In the pop-up form, complete the two required (*) fields “To” and “Message”.
  5. If you’d like, add a subject in the “Subject” field and under “Priority” click on Normal or Important.
  6. Click Screen Shot 2022 10 10 at 12.15.46 PM to send your message.

Can I attach photos or videos to my in-app messages?

Yes, you can attach photos by clicking the picture or video camera icons in the message field. However, keep in mind that very large files may not be uploadable through the app.

If you’re sharing information that can be added to your home or pet notes, please make those updates directly in the My Info or My Pets sections under the respective Files areas. For more details, click here.

For files that are too large to upload, we recommend using this link and sending the file to support@myhandsnpaws.com.

4. How quickly can I expect a response?
Our team strives to respond to messages as quickly as possible during business hours. Response times may vary depending on the time of day and the nature of your inquiry.

5. What should I do if my message is urgent?
For urgent matters, please use the emergency contact methods listed in your client agreement or reach out to our support team via phone. In-app messages may not be monitored in real time for emergencies.

6. Can I message my pet care professional directly?
Yes, the app allows you to communicate directly with the team member providing care for your pet. Simply select the relevant conversation in the “Messages” section to ensure your message reaches the right person.

7. Are in-app messages secure?
Absolutely. All in-app messages are sent through a secure system designed to protect your privacy and ensure the safety of your information.

8. Can I view my message history?
Yes, all past messages are stored in the “Messages” section for easy reference. You can scroll through your conversation history to review updates, instructions, or previous discussions.

9. What happens if I accidentally send the wrong message?
If you send an incorrect message, simply send a follow-up to clarify. If needed, our team can help address any confusion.

10. Who do I contact if I experience issues with in-app messages?
If you’re having trouble with the in-app messaging feature, please reach out to our support team via email or phone for assistance. We’re happy to help!

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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

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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.

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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!

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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.

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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.

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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.

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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.

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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.

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

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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.

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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.

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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.

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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.

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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.

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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.

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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!

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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.

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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.

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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.

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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.

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