How much notice do I need to give before I need pet care?

The best thing you can do is give us as much notice as possible. As a general rule, we prefer to have two months’ notice before a major holiday, one month before a long trip, and weekly dog walks and visits requested no later than Friday before the coming week.  We know that life happens and we will do our best to accommodate last minute requests.  However, we also strive to have a team of happy, rested pet sitters.  Ensuring that they have the time that they need for their personal lives is an important factor in providing the absolute best pet care! It is much easier to plan for their personal time if we have ample notice.

How do I request, change, and cancel pet care visits?

Logging in to your account

You can login in three ways.  The first way is to return to https://www.fourseasonsforpaws.com and click on the Client Login tab.  Scroll to the bottom of the page and click on the gray button that says “Existing Clients Login”.

The second way to login is to visit https://fourseasonsforpaws.petssl.com/login

The third way to login is to download the Precise Petcare app.  The logo is a purple paw.  You can access everything on the app that you can in an internet browser or computer.

Requesting visits

For any needed services, please use the scheduler in Precise Petcare to submit requests.  Precise Petcare introduces you to the scheduling system after you first log in and fill out the information about your pets and your home.  It will guide you through the steps.  If you need a visual breakdown, please see our video at  https://youtu.be/K7zkdyRydnw

Last minute requests

If you need to request a visit that is needed in less than 12 hours, you will need to call (810) 844-1897 to speak with a manager.  You will not be able to submit your service request through Precise Petcare.

Changing visit lengths, visit dates, or time windows

Click on the scheduling tab and click the box next to the visit(s) that you want to change.  Options will appear at the top of your screen.  Click on “Change”  and edit the area of the visit that you would like to update.

Cancelling visits

Click on the scheduling tab and click the box next to the visit or visits that you want to cancel.  You can select multiple visits. Options will appear at the top of your screen.  Click on that “Cancel”  and submit your requests.  If your service requests have not been approved, they will be deleted when you click “Cancel”.

Changing your schedule view

You have the option to view your existing schedule in five different ways. Click on My Schedule.  You will see a small calendar with a down arrow next to it.  Click on the calendar and it will give you the option to view your schedule by the month, 2 weeks, 1 week, 5 days, and 1 day.  The month view is particularly helpful if you need to cancel or add notes to multiple visits.

I can’t request services.  When I click on the +Request button, the screen freezes.  What should I do?

Every six months, you must review the your information and care instructions. This is in place to ensure that we have current home access and pet care instructions. A notification will appear at the top of your dashboard.  It will say “Please perform a 6 month review of your My Info before you request services AND Please perform a 6 month review of pet (pet name) before you request services.  Click on the notification and it will lead you to review your information.  If nothing has changed, simply click next for each information section.  When the review is complete, you will be able to request services.

If you are having internet connectivity issues, please be sure you are full connected to the internet and refresh your screen.

If you are still having trouble, please send a message to FSFP management through Precise Petcare or call (810) 844-1897.

How do I know if my service requests have been approved?

When you initially submit your service requests, they will be white in your schedule.  When they are approved, your visits will turn green.  You will also receive an email with the subject “Service Confirmation: (requested dates)”.  If we are unavailable your visits will be white with “Unavailable” in red and thin lines will cross through your visit times. You will also receive an email with the subject “Service Request Unavailable”.

How do I communicate with the Four Seasons For Paws team?

Communication through Precise Petcare is the quickest and most efficient style of communication.  If you need to speak with someone, please (810) 844-1897 between the hours of 9am-5pm Monday through Friday.  

Communicating with your pet care specialist

All communication with your pet care specialist needs to go through Precise Petcare.  We do not provide team member phone numbers. If there is an emergency, your specialist has access to your phone number if a call is necessary.

Visit notes

If you need to communicate something specifically about one visit, please add a note directly to your pet care visit.  Click on the scheduling tab and click the box next to the visit(s) that you want to add a note to.  Options will appear at the top of your screen. Click “Add Note”.  Your specialist will be alerted immediately by email and on their schedule view that you need them to be aware of something important.  Examples:  “I am looking for a package.  Will you please bring it in?”,  “Fluffy isn’t feeling well, please look for accidents.  No treats today.”, “Medication that is needed every three days needs to be given to Bob today!”.  Adding notes to the visit ensures that your communication goes directly to the pet care provider.

Journals

With every visit, you will receive a journal that will describe the details of our visit with your pets. We will let you know how they are doing and any steps that we have taken to care for them.  We will also let you know about packages, trash bins, plant care, and other household chores that have been completed. Pictures will be included!  You will receive an email when a journal has been sent.  Click on the link in the email to view your journal.  Your journal will also show up on your Dashboard in Precise Petcare.  The dashboard will display the most recent journal first. Journals can also be viewed on your schedule page!  You can change the view of your schedule by clicking the little calendar to see one or three days.  If you select any other option in the calendar, you will not be able to see the journals.  If you want to see journals from completed visits, click previous at the top of your schedule. Completed visits are gray.  You can tap or click on them to view them.

You will have the option to make a comment on each journal.  This allows you to communicate directly with your pet sitter! Your pet sitter can also respond to you.  This feature is similar to texting, but with email. You can add as many comments as you like.

Does my pet care specialist know that I have read their journal?

Pet sitters do know when you have read their journals!  When journals are sent to you, they are blue.  When you have read them, they turn white.  The same is true on your end.  If you see a blue journal, you have not read it yet.

Can the journal be sent to multiple e-mail addresses?

Yes, Absolutely!  To add an e-mail adress to your account, click on Petcare, My Info.  The first section under My Info is Details.  You will see the section Primary Email Address(es) near the bottom of this section.  Type a comma after the main e-mail address listed, type a space after the comma, then list the e-mail address that you would like journals to go to.  *Keep in mind that ALL communications will go to the added e-mail address.  Communications include messages, service confirmations, invoices, and journals.

Pet care specialist messages

Your specialist can send you a message through Precise Petcare if they have a question about care instructions or upcoming services.  To respond to a message, please click on the link at the bottom of your email or login to Precise Petcare to view your message and reply.  The link at the bottom of your email will say “To reply go to https://fourseasonsforpaws.petssl.com/admin/messages.” Please do not reply through your email provider. Your response WILL NOT go to your pet sitter.

You cannot initiate a message conversation with your sitter. Adding a note to your visit or commenting on a previous journal is the only way to initiate a conversation with your pet sitter.

Updating your information/ care instructions

If you need to permanently change any information about your home or pet care instructions, please login to your account and edit the correlating fields.  Click on Petcare, My Info to edit anything relating to your home and visit routine.  Click on Petcare, My Pets, and the pencil to the right of the pet’s name that you would like to edit to update specific pet care details.  To add a new pet, click on Petcare, My Pets, and the blue “+New” button at the top right corner. 

Every time you update your information, we receive an email that informs us of everything you have changed.  We will always be aware of new instructions.

**Every six months, you must review the your information and care instructions. This is in place to ensure that we have current home access and pet care instructions. A notification will appear at the top of your dashboard.  It will say “Please perform a 6 month review of your My Info before you request services AND Please perform a 6 month review of pet (pet name) before you request services.  Click on the notification and it will lead you to review your information.  If nothing has changed, simply click next for each information section.

Adding your trip/ itinerary information

If you are going on vacation, it is best to let us know the specific details.  You can let us know where you will be headed, when your flights are scheduled, and the best way to contact you while you are away.  To add your trip information click on My Schedule.  At the top right of the screen you will see a small suitcase.  Click on the suitcase and click the blue +New button.  Please enter any relevant details and click save. If any of your trip details change, you will return to My Schedule, click on the suitcase, and click the small pencil to the right of your trip to edit the details.  You can also click the gear to the right of your trip to delete your trip. **Editing or deleting your trip does not cancel or add visits!  You must still send cancellation and additional service requests.

Visit ratings

You will have the option to rate each visit.  You can leave one to five stars for your pet sitter and add a comment if  you like. This feedback is not sent to your pet sitter!  It is a feature that allows us to evaluate performance and continue to improve on providing complete peace of mind.

Communicating with a manager

Communication through Precise Petcare is the quickest and most efficient style of communication.  To send a message to management, login to Precise Petcare. You have the option to click the envelope at the top right of your dashboard or to click on Messages.  In either screen, click the blue +New Message button.  If it is an urgent matter, please select “Important” priority.  Messages are monitored from 8am to 6pm daily.

If you need to respond to a message, please click on the link at the bottom of your email or login to Precise Petcare to view your message and reply.  The link at the bottom of your email will say “To reply go to https://fourseasonsforpaws.petssl.com/admin/messages.” Please do not reply through your email provider. Your message may not reach us.

If you need to speak with someone, please (810) 844-1897 between the hours of 9am-5pm Monday through Friday. Text messages are not an acceptable form of communication.  Texting is not monitored and you will not receive a reply.

How do I let you know that I have returned from my trip?

If you are out of town for more than one day, you are required to check in and let us know that you made it home safe and that your pets are back in your care.  If we have not heard from you within 10 hours of your expected return time, we will dispatch a pet sitter to continue to care for your pets.  Full service fee plus a $5 drop in fee will apply to emergency coverage. 

You can let us know you made it home safe in four ways:  If you have filled out your trip information, you can click “Home Safe” at the top of your last journal.  You can make a comment on your last journal.  You can send a message through Precise Petcare.  Or you can call (810) 844-1897.  Please leave a message if it is after office hours. 

What is your cancellation policy?

For individual drop in visits and walks: To avoid fees, you need to cancel your visits within 24 hours of the confirmed visit or the full amount of visit will apply. The 24 hour limit is reached at the beginning of the time window in which your visit is scheduled. For example: If you have a visit scheduled between 12:00 and 2:00, your request for cancellation must be submitted by 12:00 the previous day.

For vacation visits: To avoid fees, you need to cancel your vacation visits a minimum of 72 hours before the first scheduled visit. The 72 hour limit is reached at the beginning of the time window in which your visit is scheduled. For example, if your first visit is on a Thursday between 12:00 and 2:00, you must cancel by 12:00 on the Monday of that week. If you cancel after 72 hours but before 48 hours, a $50 fee will apply. If you request cancellations less than 48 hours of the first visit, you will be charged 50% of the total invoice. If you return early from your vacation and don’t need the remaining confirmed visits, the full fee for all visits applies unless you request cancellations at least 72 hours in advance.

• If you submit your cancellation requests before the deadline, you will receive a credit to your account for future visits. We do not refund credit and debit card payments.

• When you are charged a cancellation fee, your pet sitter receives full payment for the canceled visit.

When will I receive my invoice?

Invoices are sent to your email at 11pm on Fridays. Invoices are generated by weekly services and vacations.  You will receive your invoice on the Friday before your weekly Monday-Sunday regular visits occur or the Friday before your vacation services begin.

When is my payment due?

Payment is expected on the first day services are rendered. If you require a weekly or ongoing service, payment is due on the first day of service each week. Payment for vacation visits are due on the first day of scheduled services.

How do I pay my invoice?

You can make one time payments directly from the invoice.  Use the  “Pay Now” button at the bottom of your printable invoices.  That will bring you to the payments page.  You must login to access this page.  From the payments page, you can pay multiple invoices at once and add gratuity to payments.

You can also leave a credit card on file.  Login to Precise Petcare and click Billing, My Billing Info.  Click “yes” under Keep Credit Card on File. Add your card number, expiration, CVC, and zip code.  Click save.  If you want to automatically include a tip for your pet sitter, please click on My Info, Details, and edit the “Automatically Tip (each requested service)” section.  If you choose to keep a credit card on file, your payment will be processed at 11pm on the first day of weekly or vacation service.

How do I leave a tip?

You have several options for leaving tips!  You can always leave cash for your sitter if that is your preferred method.  But if you would like to add one to your credit card, you have three options.

If you have a credit card on file, you can set up tips to automatically process with your invoice.  Login to Precise Petcare and Click Petcare, My Info.  At the bottom of the first section, Details, there are two option boxes below where it says "Automatically Tip (each requested service)".  Select Dollars or Percent from the bottom drop down.  Enter the dollar amount or percentage per visit that you would like to tip.  It will be added to your invoice.

If you would like to leave a one time tip without having your credit card on file, you have two ways to do that.  You will receive the invoice in your email inbox.  There is a Tip box at the bottom of the invoice.  You can enter the entire tip amount that you would like to leave and click "Pay Now".  Or you can login to Precise Petcare, click on Billing, Make a Payment.  The procedure is the same from there.

Can I leave a tip after my invoice has already been paid?

You can absolutely leave a tip after your invoice has already processed!  Login to Precise Petcare, click on Billing, Make a Payment.  If you have no open Invoices, there will be a Tip box.  Enter the tip amount you would like to leave and the card you would like to use.  Click Submit.  **If you had multiple pet care specialist that provided the services on the most current invoice, the tip (or additional tip) will be split equally between the visits.  If you would like the tip to go to one specific person, please send a message to the office so the tip can be allocated correctly.  ***Please keep in mind that we are charged as a company per credit card transaction as well as an additional percentage to process payments. It is very helpful for keeping overall costs low to include your tips with the initial payment.

Do you give refunds?

We do not give refunds. If you have already made a payment and you cancel your visits in a timely manner, the overpaid amount will remain as a credit on your account for the next scheduled pet care services.

Can I save the photos from my journals?

You can absolutely save every photo!  Click on "My Photos" in Precise Petcare.  Click on the picture you wish to save.  At the top right, there will be an arrow (share).  Click on the arrow and a "download image" box will appear.  Click on that box.  If you are using a computer, right click to save the image.  If you are using a phone, you have two options.  You can press and hold the image until the options menu pops up.  You will see the option to save to your photos.  Or you can click the "share" button on your internet browser.  The options menu will give you an option to save the image.

I’m still having trouble understanding how to use Precise Petcare.  Are there any additional resources?

Precise Petcare has provided a complete Client Manual with visual and written instructions.  To access the manual, click on the question mark in a circle that is on the top right of your screen when you login to Precise Petcare. The manual covers registration, logging in, your information, pets, your schedule, trip/travel information, service notes, pet care journals, canceling services, service emails, and paying invoices.

Where should I hide a key on my property?  Do I need a lock box?  What are the lock box options?

The great news is that you can hide your key wherever you like!  It can be under a planter, in your deck box, in a hide a key anywhere on your property, in a waterproof bag that is tied to your meter... the possibilities are endless!  It just needs to be easily accessible to us. We do not recommend leaving your key under your front door mat for predictability reasons.

You do not need a lock box, but it is recommended!  You have several options for lock boxes.  You can get one that mounts to a wall or one that can be placed on your door knob.  Lock boxes can be battery operated, have punch keys, and combination entry methods.  Most commonly, a wall mounted lock box placed under the garage door opener keypad is chosen.

We will be traveling during the winter and I do not have a regular snow removal company.  Do you have any recommendations?

There are a few options for you.  Most clients have found that asking their neighbors is the best resource!  Your neighbors can give you the names of the companies that they use for snow removal.  Often times, these companies will add your property temporarily while you travel because they will be in the area.  Your neighbors (or their children) may also offer to provide snow removal while you travel.

Alternatively, you can sign up for an on demand service with Lawn Guru!  It's free to join and there are no contracts.  Simply go to https://lawnguru.co/ and follow the sign up instructions.

Which Social Media Platforms do you use?

You can find us on Facebook and Instagram!  If you gave us permission to share your pet on social media, you will have the opportunity to see your pet featured in posts and stories. We also share helpful information and animal memes that will make you laugh and smile every day.  We would love for you to join us!

https://www.facebook.com/Fourseasonsforpaws

https://www.instagram.com/fourseasonsforpaws

Where can I leave a review?

We always appreciate any and all feedback!  And leaving a review helps others who are considering whether or not to use our services. Please click on the following links to leave a review on Google or Facebook.

https://g.page/Fourseasonsforpaws/review   

https://www.facebook.com/pg/Fourseasonsforpaws/reviews/  

I have a question that is not answered in this guide.  What is my next step?

We are always happy to answer any questions you may have!  Please send a message to FSFP management or call (810) 844-1897.  We will get back to you at our earliest opportunity.