New Client Requests
When RubyRed’s Pet Care, LLC receives a New Client Request, RubyRed’s Pet Care, LLC Manager will notify one or more Contractors to assess interest and availability. Contractors are under no obligation to accept a new client; accepting or denying a client is at the complete discretion of the Contractor.
Contractors manage their schedules based on the client's needs and their own needs. Suppose a contractor is unable to make a new client's schedule work with their own. In that case, they must clarify to the client that RubyRed’s Pet Care, LLC has other Contractors who may have openings more in line with the client's needs, and notify the RubyRed’s Pet Care, LLC Manager that the new client should be reassigned.
System Calendar Management
Because all client invoicing and communication is done through the Scout for Pets system, the RubyRed’s Pet Care, LLC calendar must reflect each Contractor's calendar. At present, RubyRed’s Pet Care, LLC Manager is the only one who can enter/change scheduling information on the Scout for Pets calendar. Therefore, it is paramount that Contractors maintain clear communication with the Manager about schedules, schedule changes, reschedules, and cancellations via text message or email.
All Contractors will receive an app notification through the Scout for Dog Walkers app of scheduled appointments and can also view their calendar for the next six months on the Scout for Pets System.
Pick-Up and Drop-Off Approximations and Windows
Due to traffic, road conditions, and many other variables, RubyRed’s Pet Care, LLC schedules in 4-hour time frames in the Scout app.
Morning shift 7 am-10 am,
Mid-Morning shift 10 am-1 pm,
Afternoon shift 1pm-4pm and
Evening shift 4 pm-7 pm, (with the last appointment scheduled at 6:30 pm)
and After Hours.
Although the time frames are set in the Scout app, other time frames are acceptable. We suggest working with the client to allow you a reasonable time frame to plan your pet care routes for the day logistically. For example, a client may need a time frame between 12 pm – 4 pm. The client can then select the closest time frame in the app and communicate the custom time frame required.
We recommend doing your best to honor a client’s request for a specific time, but also let the client know it cannot be guaranteed and ask the client to provide you with a reasonable 4-hour time frame.
Contractors set their pick-up and drop-off orders for clients. They, therefore, manage their pick-up and drop-off approximations/windows using mapping software to calculate drive times in estimated traffic. These times must be communicated clearly to RubyRed’s Pet Care, LLC manager when they are set, as they become part of the notifications clients see when they have a scheduled event.
Contractors should maintain clear communication with clients and the RubyRed’s Pet Care, LLC Manager in the event of lateness.
"Lateness" qualifies as later than thirty minutes of either:
the approximate pick-up/drop-off time
or the end of the pick-up/drop-off window for all services
except for Meet-and-Greets, Day Training, Puppy Nanny, Pet Sitting, and Private Sessions, when "lateness" qualifies as five minutes or more after the scheduled time.
Client communication for lateness should be done using the method the client indicates on their Scout for Pets profile as their preferred method of communication unless otherwise specified by the client. Repeat failure to maintain punctuality may result in the termination of the contract.
Time Off for Sickness
Contractors do not need permission from RubyRed’s Pet Care, LLC to take time off for sickness. As a courtesy, however, Contractors are asked to give as much advance notice as possible to the client and RubyRed’s Pet Care, LLC Manager. Contractors are also asked to provide clients the option to reschedule, cancel, or work with a substitute when they notify clients of their unavailability to complete regularly scheduled services.
Pre-Planned Time Off
Contractors do not need permission from RubyRed’s Pet Care, LLC to take time off for vacation. However, as a courtesy, Contractors are asked to give a minimum of one month's notice to RubyRed’s Pet Care, LLC Manager. Contractors are also asked to provide clients the option to reschedule, cancel, or work with a substitute when they notify clients of their unavailability to complete regularly scheduled services.
Ceasing Client Service
Contractors must give a minimum of one month's notice to RubyRed’s Pet Care, LLC Manager if they chose to stop service on one or more clients for any other reason than the Contractor's safety or the client's animal(s).
Contractors make their own decisions about venturing out in foul weather. Suppose a Contractor lives at a higher elevation and cannot travel to the client's home at a lower elevation, the RubyRed’s Pet Care. In that case, LLC Manager will try to find a substitute Contractor if the client would still like service. Contractors are asked to notify clients by 7 am on the day of service via Scout for Pets and a phone call or text message if service may need to be altered/canceled due to adverse weather conditions.
In the event of extreme weather, a Contractor may decide to end service early. If this is the case, the Contractor must communicate with both the client about the change in plans and RubyRed’s Pet Care, LLC Manager about the service's client invoicing. In the unlikely event that a client's home is no longer reachable due to extreme weather, the Contractor must work with the client and the RubyRed’s Pet Care, LLC manager to develop a plan for the client dog. Note that an emergency contact is listed for all client dogs.
Clients may cancel services online through the Scout for Pets app, in-person at pick-up or drop-off, through email, or through text. Contractors and RubyRed’s Pet Care, LLC Manager, will notify one another swiftly in the event of cancellations. Contractors are paid cancellation fees within the parameters of RubyRed’s Pet Care, LLC cancellation policy. See "Commission Statements and Payments."