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Precise Petcare: My Availability

Click on the question below to find the answer!

How do I add my availability?

To input your work availability, navigate to My Availability within your pet sitter account in Precise Petcare (follow the steps below). Here, you’ll find a form where you can specify when you are “Available” and/or “Not Available” for work.

  1. Login to your pet sitter account.
  2. Go to Scheduling > My Availability.
  3. Click New Availability Entry.
  4. Fill out the form titled Add New Availability Entry.
    • For Type, select Available or Not Available.
    • For Schedule, select Single Day, Multiple Days, or Ongoing.
      • Choose “Single Day” if your entry is for one single date. Indicate the same date in the start and end date fields.
      • Choose “Multiple Days” if your entry has a specified start and end date. You’ll be prompted to fill out start and end dates and days of the week you want your entry to apply towards.
      • Choose “Ongoing” if your entry has a specified start date with NO end date. You’ll be prompted to fill out the days of the week you want your entry to apply towards.
    • For Except For, you can click Add Except For if you want your availability entry to exclude certain date(s).
    • For Length, select 24 hour, Block of Time, or Overnight.
      • Choose “24 hour” if your entry applies for the full 24 hours in a day.
      • Choose “Block of Time” if your entry applies for select hours during the day.
      • Choose “Overnight” if your entry applies for overnight hours (used interchangeably with the “24 hour” option).
    • (Optional) For Notes, you’re welcome to add anything you’d like to in this field to help clarify the reason for your entry.
  5. Double check that the form is filled out correctly and click Save.
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Sample Availability Entry Form

How can I change an existing availability entry?

You can make updates to an existing entry by locating and editing the entry under My Availability (follow the steps below).

Please note: If you are editing a single day, but the entry spans multiple days and/or is ongoing, your changes will account for ALL the days detailed in that availability entry.

  1. Login to your pet sitter account.
  2. Go to Scheduling > My Availability.
  3. Locate the availability entry you wish to edit and click the down arrow in the upper right corner of the availability entry box.
  4. Click Edit.
  5. Edit the form accordingly. If you simply wish to exclude a date from an existing entry, click Add Except For and input the date(s).
  6. Double check that the edits are filled out correctly and click Save.

Why do I have to add/update my availability?

Even though you have the option to add pet services to your schedule independently, it’s still valuable to keep your availability organized and as much as possible. Team leaders frequently rely on this information when prospective clients reach out to Hands N Paws and inquire about our availability for pet care services on specific dates. By ensuring that the team’s availability is up-to-date, we can provide prompt and accurate responses to these clients, reducing unnecessary communication in Slack regarding availability and interest.

Moreover, if you are a primary pet care technician for a particular client, maintaining consistent updates to your availability is absolutely essential. This allows team leaders to efficiently schedule assignments by simply consulting your availability in Precise Petcare, streamlining the manual scheduling process.

How can I get my team leader to stop contacting me about availability confusion or conflicts?

If you’re receiving inquiries regarding availability confusion, please ensure that your My Availability calendar is accurately organized. There might be some discrepancies with current entries causing the confusion.

If you’re being contacted about availability conflicts, it means there’s a discrepancy between an existing availability entry and the services on your schedule. Precise Petcare notifies manager accounts whenever such a conflict arises (availability not aligning with service schedule).

To avoid continuous inquiries from your team leader, it’s advisable to double-check availability entries, ensuring organization and alignment with currently accepted services. It’s especially important to check your entries BEFORE accepting services. If you need to make edits to an existing entry because you’re accepting services outside of what’s currently detailed, please refer to the outlined steps for making changes.

Is a two-week notice required for taking time off?

No, it’s not necessary. We operate differently from typical employee protocols as we engage independent contractors. You have the flexibility to set your availability as you see fit and modify it at any time.

However, we highly value advanced notice for any changes in availability. Providing a two-week notice (or more) would be greatly appreciated, but again, it’s not mandatory.

What should I do if I need to make myself suddenly unavailable during a time when I have services scheduled?

If you find yourself unexpectedly unavailable during a time when you have scheduled services, please notify the team promptly in the Slack channel #coverage. It’s important to proactively seek alternative assistance for the affected service(s). In case of an emergency where finding alternative help seems challenging, inform your team leader as soon as possible.

Regardless of the situation, strive to communicate effectively about the circumstances. Our priority is to uphold the quality of service for our clients at Hands N Paws, and we aim to minimize any negative impact on their experience. Failure to communicate may result in penalties to your position.

I need additional help.

For any additional help or questions regarding your work availability, please contact your team leader via Slack.

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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.