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FAQs & Tips

Here you'll find a list of answers to the many helpful questions that Angels have asked. We have categorised these into General FAQs and Website FAQs, as well as a list of Helpful Tips for various situations you might find yourself in when caring for other people's pets. .

We will keep adding to this section as new questions arise - so remember to check in regularly! You can use the links below to go straight to a particular answer or tip.

Contents

  1. 1 Frequently Asked Questions
    1. 1.1 General
      1. 1.1.1 I need to contact my client but all they have left is a cellphone number. I don't want to call a cellphone, so what do I do? 
      2. 1.1.2 Who can see my contact details on the website? 
      3. 1.1.3 Why do I need my cellphone number on my profile?
      4. 1.1.4 What is an unscheduled booking?
      5. 1.1.5 How does rainchecking work?
      6. 1.1.6 Do I have to contact my client if I'm not booked for a Meet & Greet?
      7. 1.1.7 How do I avoid being Double Booked for House Sitting or Home Boarding?
      8. 1.1.8 How do I stop taking bookings when I've got enough to handle in one day?
      9. 1.1.9 What if I can't get a hold of my client?
      10. 1.1.10 How do I decline a booking?
      11. 1.1.11 What do I do if my pay didn't go through?
      12. 1.1.12 Why do some of the rates of pay on my timesheets differ from what's in my contract?
      13. 1.1.13 How come manual bookings don't appear on my Angel Homepage?
      14. 1.1.14 What happens when customers phone 0800 PETANGELS?
      15. 1.1.15 Why do you charge customers almost double what we get paid?
      16. 1.1.16 Why don't we get paid more for House Sitting & Home Boarding?
      17. 1.1.17 What do I do if I need to update my tax code?
      18. 1.1.18 What do I do if the pet in my care needs veterinary attention?
    2. 1.2 Website
      1. 1.2.1 Why are my timesheet payments showing as "pending" when I have been paid for them already?
      2. 1.2.2 I walked or house sat for two dogs, but my timesheet shows the rate for one dog only
      3. 1.2.3 My client's pet is showing the character of a cat but the pet is a dog. Why?
      4. 1.2.4 How can we view all Angels at one time?
      5. 1.2.5 How come I sometimes get a page expired warning?
      6. 1.2.6 How come I lose some of the changes I make to my profile or availability calendar?
      7. 1.2.7 What do I do if I forget my password?
      8. 1.2.8 How come my login to Pet Angels website is different to my email login?
      9. 1.2.9 I'm having problems updating my calendar with my Mac computer
  2. 2 Helpful Tips
    1. 2.1 Getting 'messes' out of carpets
      1. 2.1.1 Approaching houses with indoor cats

Frequently Asked Questions

General

I need to contact my client but all they have left is a cellphone number. I don't want to call a cellphone, so what do I do? 

It is understandable that some Angels choose not to call cellphones, and that is no problem. Sending a text is the best solution for this, but please remember who you're texting and be considerate of the recipient. Please limit text language and write words out in full where appropriate.

Who can see my contact details on the website? 

Only customers that have booked at paid for your services will be able to see your contact details, as well as Pet Angels HQ. 

Why do I need my cellphone number on my profile?

It's really important to put your cellphone number in your contact page because this is what the website uses to send text notifications to tell you about your new bookings. Also, it is really useful for Pet Angels HQ to have handy if we need to get in touch with you in a hurry!

What is an unscheduled booking?

An unscheduled booking is a booking that has not been assigned a date. The most common ones you will see are your Meet and Greets or rainchecked booking.

How does rainchecking work?

Rainchecking is when we hold credit for a customer rather than refunding a cancelled booking. Rainchecked bookings can be seen under your "unscheduled" bookings, and they will sit there until the customer rebooks that service for a later date. The unscheduled booking sits against the Angel's name that the original booking was made with and the customer will try to rebook with that same Angel. However, if you are not available for the rescheduled date Pet Angels HQ will transfer the rainchecked booking to an available Angel when the client rebooks.

Do I have to contact my client if I'm not booked for a Meet & Greet?

Yes! Clients like reassurance that you have received their booking. Please ring, text or email them to confirm that you have the booking under control. It's important that the client hears from you directly, as we are no longer sending "Acknowledge Booking" emails to clients. 

How do I avoid being Double Booked for House Sitting or Home Boarding?

Once you have been booked for House Sitting or Home Boarding, make sure that you go in to your availability calendar and make yourself not available for those dates. The website does not do this automatically for you. 

How do I stop taking bookings when I've got enough to handle in one day?

Once you have enough bookings for a day, go into your availability calendar and make yourself unavailable for the day. This will not affect the bookings you have on that day - it will only make sure you stop being presented as an option when customers search on that specific day so you can't be booked again. 

What if I can't get a hold of my client?

Keep trying! Your client should have provided you with a landline, mobile and email address, as these are compulsory fields when customers register with us. If you keep tryng the landline to no avail, then send a text to their mobile and/or send them an email using your Pet Angels email address. If you still have no luck, then contact Pet Angels HQ and we will help you.

How do I decline a booking?

This is not something we encourage, as in theory you should only receive bookings that are aligned specfically to your profile and availability. However, there may be instances where the circumstances of the pet care arrangements don't work for you. For example, one client didn't read an Angel's profile in detail and booked her for mid-day dog walking, when the Angel was actually only available after 4:00pm.

If you find yourself in a circumstance where you need us to find a different Angel for an assignment, then please contact us. We will contact the client for you and find another Angel.

What do I do if my pay didn't go through?

Please contact us. We include all completed assignments in each pay cycle, so make sure that you have clicked 'completed' for all of your completed assignments. Doing this transfers the booking into the timesheet system. If you have done this and are still missing a pay, then we'll track it down for you and make sure it's included in the next cycle.

Why do some of the rates of pay on my timesheets differ from what's in my contract?

First of all, please don't worry. We are aware of this, and while your timesheet rate of pay may not appear correct, we can assure you that they are correct within iPayroll - our payroll system. When our developers first loaded all of the services and rates of pay, they did so before we changed the amounts for House Sitting and Home Boarding per number of dogs. The rates on the website therefore aren't completely accurate - however, they are definitely accurate within the payroll system. We keep an eye on all bookings to make sure that the rates goes through correctly - so please have a look at your payslips. If there are any issues with your payslip, let us know and we will address it straight away. 

How come manual bookings don't appear on my Angel Homepage?

A few of our customers don't have a credit card, so this prevents them from booking online. We still want to help these customers, so we send them a manual invoice. If you have a manual booking, please keep track of this in your own diary.

What happens when customers phone 0800 PETANGELS?

The 0800 number rings through to Pet Angels HQ.  We then talk to customers about their needs and encourage them to go online to make their booking.  If there is an issue with them going online, or with credit cards (for example) then we help them with their booking and make it manually for them.

Why do you charge customers almost double what we get paid?

We want to be open and clear about our rates of pay and where Pet Angels money is spent. The fact is - our Angels get the majority of our income, which ranges between 56% and 70% of our gross income.

First, all Pet Angels services, as charged to clients, include GST. So for a 1/2 hour service such as Pet Feeding which is $19 for a client, Pet Angels actually only earns $16.35.

For pet feeding and dog walking Angels are paid $9.01 per 1/2 hour of work, as on top of the base rate of $8.35, Angels are paid 8% holiday pay.  This makes it an equivalent rate of almost $18.00 per hour, which is well above what a lot of other service organisations pay.  For a 1/2 hour service our Angels receive 56% of the gross income, and for an hour service our Angels receive 60% of the gross income (as we provide a discount to clients for 1 hour bookings).

Pet Angels HQ nets $7.34 per 1/2 hour Pet Feeding and Dog Walking assignment. From this we need to pay for our payroll provider; our website developments; our email hosting; our marketing and promotions program; our phones; our printing; our accountants; our lawyers - and the list goes on.

From the outset we spent a significant amount of time with our accountants working through our pay rates, as we wanted to be able to pay our Angels as much as we possibly could.  If we could pay Angels more we would - but this would mean increasing our customer fees, and the market just won't support increased rates at this early stage.

On the face of it it may not seem like Angels are getting a lot of money.  However the fact is we give our Angels choice and flexibility around where and when to work, and our Angels are being paid for something they love to do.  As per the scenarios we outlined in the Guide to Getting More Bookings, there is actually good total monthly income to be made for very little effort on our Angels part.  Our objective is to get each of our Angels a group of regular customers that you can get to know well and don't have to travel far to visit.  It's early days for the business, and we are starting to get a very good, loyal customer base, so hang in there with us.

Why don't we get paid more for House Sitting & Home Boarding?

We don't actually charge a lot to our clients for these services, therefore the amount we can pay Angels for them is limited. With these services our Angels receive nearly all of the income we receive - that is between 62%-70% of the gross income we generate.

Remember - there are additional benefits to House Sitting and Home Boarding. Angels who are flatting get a break to be on their own caring for other's pets; Angels can care for pets in their own home when they can't or aren't in a position to have their own pets; in some cases, rent can be saved by house sitting for clients. Think about what's important to you - if house sitting doesn't suit your situation, or you don't think it's worth your time, then we can take it off your profile for you. However, to put it in perspective - earning between $150-185 a week for house sitting is a pretty good bonus for getting a break away.

What do I do if I need to update my tax code?

If you need to update your tax code then you need to fill in a new IR 330 form from Inland Revenue. You can download the IR 330 form as a PDF directly from Inland Revenue's website. Please fill in the front page, sign it and send it to us at PO Box 6639, Marion Square, Wellington. If you are unsure about what tax code you should use, pages 2-4 of the IR 330 form provide some useful guides for working it out. You can email us with your new tax code in the mean time if you need the code applied to a pay cycle straight away.

What do I do if the pet in my care needs veterinary attention?

First and foremost - do not put a pet's health at risk by procrastinating. If the pet in your care needs vet attention, then take them there. If you cannot get them to a vet, then call us or someone who can. We will always cover vet expenses and then HQ will liaise with a client directly about recouping the expenses. Contact us if you are ever unsure about what to do.

Website

Why are my timesheet payments showing as "pending" when I have been paid for them already?

Please don't worry if you see your timesheet entries sitting under "pending payment" instead of "historical payments" once they have been paid. When we originally built the website we had intended on integrating it with our payroll system so that when payments were made they would automatically move from pending into historical. We have not integrated the two websites (it was too complex to do so), so all timesheet entries will show under pending.

I walked or house sat for two dogs, but my timesheet shows the rate for one dog only

Firstly, please rest assured that you will be paid the correct amount when we run payroll, as we manually check every single booking that gets entered into the payroll system. If there is ever a mistake on your iPayroll timesheet, then this is a human error that we will rectify immediately. Contact us if this is ever the case.

My client's pet is showing the character of a cat but the pet is a dog. Why?

If the customer has uploaded a photo of their pet, then you will see the pet's photo in the booking summary area. If they haven't uploaded a photo, then the website defaults to an image of either Irma the cat for female pets or Otto the dog for male pets. These Pet Angel characters are assigned regardless of the pet type. They are meant to represent male or female only.

How can we view all Angels at one time?

We haven't implemented the ability to view all Angels at one time as for security purposes we didn't want people coming to the site to scroll through everyones profiles. Rather, we wanted only qualified, relevant searches to be performed against suburb and service.

How come I sometimes get a page expired warning?

When you are in the secure part of our website (i.e. your Angel homepage area) you are interacting with our live database. When you ask for information such as client details, it sends a request to our database before it presents the information to you. Sometimes when you click "back" (i.e. to go back to the page you came from) the website browser can get confused between whether it should present the previous page to you or resend a request to the database. Since it only sends the request once, it will tell you that the page (or request) has expired. To get around this, just click you back button again a couple of times.

How come I lose some of the changes I make to my profile or availability calendar?

We know this is annoying and apologise. Like the issue above, when you are making changes to your profiles and availability calendars you are interacting directly with our live database. When the database receives information that it can't handle (for example - too many characters in the short profile), it sends back an error and doesn't save the information that you just submitted.

Please make sure that you click 'Update details' after you enter new information or availability dates, as this is telling the database to read it and save it. If you miss clicking 'Update details' then the database doesn't know that you've entered new information. We are working with our developers on trying to make this process more user friendly.

Helpful Tip - write your short and long profile in Word first and then copy and paste it into the Angel profile area. This means that should there be an error that loses your information, you will have the information saved elsewhere.

What do I do if I forget my password?

Please contact us and we will reset it for you. We can't actually see your passwords as they are encrypted for security purposes - however we can reset a temporary password for you. When you login using the temporary password you can go back to your profile and update your password to something you prefer.

How come my login to Pet Angels website is different to my email login?

This is purely because we use a different developer for our website to the developer who hosts our email. When our Angel email accounts were set up the developers implemented their own temporary passwords rather than the website ones we had set up. We are in the process of building a tool that will link the website and email passwords so that wehn you change your password in "Your profile" it will update your email password to the same thing.

I'm having problems updating my calendar with my Mac computer

We have a few browser issues with the website and Mac computers - the biggest known issue being that Angels can't click on individual service icons within their availability calendars. If you have any problems, contact us and we will do your calendar updates for you.

Helpful Tips

Getting 'messes' out of carpets

OK - the reality is that you will be in a situation where the pet in your care has messed on the carpet. It's not nice, but accidents do happen. The most important objective when cleaning up is not to stain the carpet, or at least minimise the damage.

For wee ...

  1. Get an old towel or paper towels and soak up as much as you can
  2. Get a bowl of warm water and add a capful of white vinegar (vinegar helps neutralise the smell). Pour a bit onto the wee spot and continue to soak up the liquid with old towels or paper towels until no more yellow appears on the towel. It's important to keep soaking up as much liquid as you can get out.
  3. Let it dry.
  4. DO NOT use carpet cleaner on wet stains. It will discolour the carpet. Also, if you are in someone elses's home and don't know their carpet - don't risk damaging it with carpet cleaner.

For poos or vomits...

  1. Get a paper towel or toilet paper and pick up as much of the solids as you can. If it is worse (e.g. diarrhea), then use a paper towel to keep soaking up as much as you can.
  2. If it is solid and you have picked up as much as you can - leave the rest to dry. If you rub it it will cause a stain. If you leave it to dry, the remaining bits can be easily vacuumed up and this approach very rarely leaves a mark.
  3. If it is worse, then use the steps outlined for wee. Just don't over-saturate the carpet with warm water. Once you have as much of it out as you can, and the carpet is as dry as you can get it with towels, then leave it to dry. Believe it or not, carpet cleaners should only be used on dry carpets. When the carpet is dry you'll have a much better idea of the extent of the damage anyway.

Approaching houses with indoor cats

You'll find many clients have cats that aren't allowed outside. Where this is the case, it's best to approach the house with a bag or a folder, and use this as a shield when you are opening the door. Position your bag down near cat height as you are entering the house to make sure that if they are waiting to take advantage of an opportunity to get outside they come face-to-face with an obstacle rather than open air. Then you can walk in behind your bag and shut the door. Watch too that the cat doesn't scoot in behind you as you're closing the door! Use the same approach when leaving the house - and double check through the window that the cat/s are actually inside when you lock up.

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