FAQ about Muddy Paws Processes

Billing
A debit/credit card must be kept on file in our system. Cards accepted are Visa, MasterCard, and Discover.
Invoices are emailed (to the primary email address on file) every other Sunday. The terms are Net 7.
You are able to click pay from the time you get the invoice up until the Saturday before payment is due.
The system will send out an email reminder 3 days before the payment is due.
If payment has not been received by the following Sunday morning (due date), the debit/credit card on file will be automatically charged (at 8am, the normal processing time for our system).
You do not have to hit the Pay Now button before the due date, you can let the system take care of it.
If you would like the invoice to be sent to your significant other, please add their email address to the primary email address field in your account.

Holidays
Muddy Paws does not provide regular, midday walks on the following holidays:
• New Year's Day
• Memorial Day
• 4th of July
• Labor Day
• Thanksgiving
• Christmas
You do not need to cancel services these days, we will make sure the visits are taken off the schedule.
If you would like a walk, overnight, or pet sitting visits on major holidays, please enter your requests ahead of time. We should be able to accommodate requests like this, but if you wait until the last minute, we cannot guarantee availability.

Log In Issues
If you forget your password or log in information, you can click the link, forgot password.
If that doesn't seem to work, please email me at jenahowardmpaws@gmail.com and I can reset your password.

Requesting/Scheduling Services
You are able to request services directly in our system.
The requests are not a guarantee, but we will do our best to make sure we can cover what you need.
Confirmations are sent through the system at 5am AFTER services have been assigned. This means that if you enter a request in the middle of the night, chances are, the service requested will not be assigned until after 8am which means that you will not receive an automated confirmation. We should be able to accommodate the request. Please follow up via email if you need to make sure that the request is scheduled.
We check the system periodically throughout the day. Please allow us to go through the requests and take care of the logistics in a reasonable amount of time. If you do not receive a confirmation from us within 24 hours about a request, feel free to email or call us to find out the status.

Updating Service Information
If you would like to get a message to your walker about a scheduled visit, please enter the info into the scheduled visit as a Note. That will get entered directly on their schedule and they will see it before and during the arrival of your visit.
If you would like to reschedule a visit from one day to another, please cancel the original visit and then enter the new day as a new service request.

Changes to Schedule/Cancellations
The cancellation policies are:
9am for Midday Dog Walking visits.
48 Hours for ‘Off Hour' requests (evenings, early mornings, or weekends).
2 Weeks for Overnight Services (see T & C for the fee schedule, if canceling less than 2 weeks)
All schedule changes must be made via the scheduling software or emailed to jenahowardmpaws@gmail.com.
*We do not accept text messages for schedule changes*
And please do not message the walkers directly about schedule changes.

To cancel a scheduled service, go to the calendar and click the CANCEL button for that visit.

Online Journals
We send an Online Journal after each visit via email. The Journals go to the primary email address(es) on file in your profile. If you would like more than 1 person to receive the journal, please update the primary email address with that person's address.
The primary email address(es) will also receive the invoices.