WAG!

PET CARE PROVIDER

GUIDE

Camila Crawford
[COMPANY NAME] [Company address]
INTRODUCTION

Wag! Is an app that pairs dog owners with certified and vetted dog care providers. Walks can be scheduled in
advance or requested on demand. As a Wag! Pet care provider, it is your responsibility to be familiar with all
guidelines and safety precautions to be successful. This guide will go over all the basics to using the app and
provide a 5-star dog walking experience.

SERVICES TYPES

WALKS

The most common service offered by Wag is walks, which can be booked in 20, 30, or 60-minute
increments. The pet care provider goes to the dog owner’s house and takes the dog on a walk around the
neighborhood. The app features live GPS tracking of the walk route. After the walk the provider will return the
dog to the residence, then send a report card to the owner.

SITTINGS

During a sitting, the walker will stay overnight in the dog’s home while the owner is gone. They feed and walk the
dog, provide companionship and care, and send several written status updates to the owner daily.

BOARDINGS

During a boarding, the walker will care for the dog in their own home while the owner is away. They take care of
the dog’s needs and send routine report cards to the owner.

DROP-IN VISITS

A drop-in is a 20-minute visit by the Pet Care Provider to check in on the dog. There is no walking outside the
house, the goal is to provide companionship and playtime, let the dog out to use the restroom, and food and
water.

DAYCARE

The pet care provider takes care of the dog in their own home, for a set period of time during the day, typically 6-
12 hours. The owner can drop their dog off, or for an extra fee the pet care provider will pick up the dog.

MEET AND GREET

The pet care provider goes to the home of the owner and dog, to meet and get acquainted with the dog. A 20-
minute walk is included.
APP ORIENTATION

AVAILABLE

The Available tab on the walker app will show all available walks and services that are up for request. You will see
a picture of the dog or dogs, their name, age and breed, the approximate location of the residence, walk duration
and time, and payout.

Each listing will include the dogs name and breed,

approximate distance from you, service type and
duration, and total payout. You can select the
listing to see more information. To request the
booking, press the green Request button.

BOOKED

This section shows all upcoming walks that are scheduled. You can select each listing
to see more information. The Access information will be kept hidden until you are on
your way.

EARNINGS

This section shows all walks completed during the pay period, and the total earnings, including tips. You can also
view past pay periods.
REQUESTS

Here are a few things to keep in mind when requesting a walk:

 Breed and Size: Choose only dogs you feel comfortable handling. Start with smaller breeds and work
your way up to larger ones once you have more experience.
 Location: Choose walks that are convenient for you and leave enough space between them for travel
time.
 Walk Duration: Choose walks that you are comfortable with.
 Timing: Make sure you are able to make it from one walk to another will little delay. Wag offers a grace
period of 30 minutes, but owners appreciate punctuality.

WHAT TO BRING

Make sure to dress comfortably in durable shoes and comfortable clothes. Be prepared for all kinds of weather
and choose reflective gear if you are walking in the dark. The only required piece of equipment is your
smartphone, but here are some recommended items to bring along:

 Identification: some apartment buildings require that you leave an ID with them in exchange for a key.
 Portable battery: To keep your phone from dying during the walk.
 Dog treats: Use to coax nervous dogs or distract from triggers. Choose high-quality grain-free treats, and
always check owner’s note in case of allergies
 Poop bags: Most customers will provide these but if not, it is important to bring your own.
 Spare leash: In case the leash is missing or breaks during the walk
 Water bottle and bowl: To keep the dog hydrated in hot weather

WALK PROCEDURE

Upon accepting a walk, you will be able to see the dog’s information and address under the Booked section. Make
sure to review the dog’s information to check for triggers, allergies, and tips from other walkers. When you are
about to leave for the walk, press the On My Way button to notify the owner of your ETA.

REVIEW OWNER NOTES

The owner’s notes will provide information and instructions about the dog. Make note of any special requests,
such as feeding, food allergies, and instructions for alarms. If the dog has any allergies listed, be sure to refrain
from giving them any treats. Make sure to familiarize yourself with any triggers for the dog, such as other dogs or
loud noises.

ARRIVING

When you arrive at the owner’s residence, press the I Have Arrived button. Follow the instructions under the
Access section.
Common methods of access include:

 Key in Wag! lockbox

 Key in other type of lockbox or hiding place
 Call box outside apartment
 Leasing office issues key
 Owner will be home

Once you have entered, press the I Have Access button to let the owner know you’re inside.

Only you are authorized to enter the owner’s residence. Do not bring anyone else inside or allow them to
handle the dog, as that could lead to removal from the platform.

ENTERING THE RESIDENCE

Open the door slowly to prevent the dog from running out. Some dogs will be crated, others have free rein of the
residence. Greet the dog by kneeling and allowing it to sniff your hand. Shy dogs may need an extra minute to feel
secure in your presence. Sometimes the owner will leave out treats you can use to coax nervous dogs.

LEASH AND EQUIPMENT

When it is time to leash the dog, use the harness and equipment the owner has provided. Make sure all buckles
are fastened and check that nothing is broken. Give a tightness test by running your fingers under the harness or
collar, if you can fit more than two it needs adjusting. This helps prevent the dog from slipping out and escaping.

STARTING THE WALK

When the dog is securely leashed, lock the door behind you and replace the key in the lockbox or hiding place
[Exception: if you need the key to get back in, such as apartment complexes]. This is to ensure the key does not
get lost during the walk. When you are ready to go press the Start Walk button on the walk screen. This will start
the timer and mileage tracker.

Do not press the Start Walk button until the dog is leashed and ready to go. If the walk cannot be started
for any reason, contact Wag! support.

DURING THE WALK

Walk the dog around the neighborhood, making sure to watch out for triggers. Use caution near driveways and
busy streets. Take advantage of parks or grassy areas nearby, these provide an opportunity for the dog to go to
the bathroom. You will see a blue line record your route on the map.

Avoid passing other dogs if you don’t know how they will react. Some dogs are leash aggressive, when
in doubt cross the street to give the dog some space.
 Some dogs will try to eat things off the ground, remain vigilant and
keep them away from debris on the ground.

Occasionally the owner will leave a minimum distance request at the bottom of
the screen. Otherwise, there is no distance requirement. The average half hour
walk distance is one mile, although you must tailor your speed to the dog’s
needs, i.e. older dogs may walk slower.

POTTY TIME

Use the Pee and Poo icons at the bottom of the screen to mark where the dog
relieved itself. Once is usually enough; you do not have to mark each instance of
territory marking. Make sure to pick up all solid waste and dispose of it outside
the owner’s home.

PHOTOS AND VIDEOS

Take a photo of the dog using the in-app camera or your phone’s camera. Try to capture the dog looking happy or
smiling, against an interesting background. You can also use the in-app video feature, located at the bottom of
the app screen, by pressing and holding the button to take a short video. This is not mandatory, but most owners
enjoy seeing their dog in action.

ENDING THE WALK

When you return to the residence, be sure to follow all owner instructions, for example:

 Wipe off damp or dirty paws

 Mealtime
 Make sure the water bowl is filled
 Return leash and equipment
 Set alarm system
 Place dog back inside crate or designated area

Make sure you respect the owner’s privacy by staying in approved areas of the residence. Don’t open
doors or go into private rooms. Be aware that many owners use video surveillance

Once secured the residence, press the End Walk button. The walk duration will likely be over the designated time
period, but that is expected, and the owner will not be charged for any extra minutes.

WRITING A REPORT CARD

 Press the Upload photo button and choose a photo of the dog.
 Check the applicable boxes for pee and poop, and door locked. (tip: save the lock button for last, to
eliminate the chance of accidentally sending the report card prematurely).
  A good report card will describe the walk and the route you took, with a few fun details. Emphasize the
fun aspects of the experience, and let the owner know you followed all their instructions. When you are
done press the Submit button.
 Enter anywhere from 1 to 5 paws to describe your walk experience, with one being bad and five being
excellent. These are visible to Wag only, owners will not see their rating. Press Okay.
 Add notes for future walkers about parking, access, triggers, and any other dog information. This is
optional but helpful for fellow pet care providers. Press submit
 You will be invited to share a snapshot of the walk on social media. This is optional, simply click the X and
you are finished with the walk process.

STAR RATING

Owners will be prompted to rate you from 1 to 5 stars based on the report card. To receive a high rating, follow all
their instructions and take good photos and videos. Owners can tell when you go the extra mile and will rate and
tip accordingly. In order to stay active, you must have a cumulative rating of 4.75, otherwise you are at risk for
deactivation. You have the right to dispute low ratings that you believe are in error. For more information see the
official Wag! Community Guidelines.

TROUBLE SHOOTING

Here are some situations that may arise and how to handle them. If in doubt, contact Wag! Support by going to
the Help tab and press Contact Support. Reserve the Emergency line for urgent issues only.

ACCESS ISSUES

You may have difficulty with entering the owner’s residence, for example:

 Key sticks/will not unlock door

 Key is missing
 Owner is not home
 Owner does not answer page/ call box

Review the access information to make sure you have followed the steps correctly, if that doesn’t help then
contact Support.

DOG BEHAVIOR

Some dogs are wary of strangers entering their space. They will demonstrate this by retreating or acting fearful.
Enter the room slowly and calmly, and let the dog come to you. Leash or harness the dog only when they are
willing, you should not have to grab or force a dog into its equipment.

Occasionally a dog will behave aggressively. This is characterized by constant barking, growling, and showing
teeth. Be sure to familiarize yourself with the difference between excited and aggressive barking. If a dog does
not allow you to come close or tries to bite you, leave the residence and call Wag! support. You are not obligated
to risk your safety.
SAFETY

If anything about the residence or situation makes you suspicious or uncomfortable, leave and contact Wag
support. You have the right to cancel a walk that makes you feel unsafe, especially at night and for female pet
care providers.

BOOKING DISCREPANCIES

If you arrive to a service and there is extra dog not listed in the booking, confirm with the owner which dogs are to
be walked. Contact Wag after the walk to have them adjust the payout. If the owner asks you to walk the dog for
longer than the scheduled time, have them contact Wag to adjust the booking.

EQUIPMENT ISSUES

If any equipment is missing or in disrepair, contact the owner. If you cannot reach them or they cannot help you,
contact Wag to have the walk canceled and receive the cancellation fee. You may use your own spare if
appropriate, but do not walk with unsafe equipment.

CANCELLATIONS

If are unable to access the residence or cannot start a walk, contact Support and you will receive a $10 cancellation
fee. If the owner cancels the walk after you have pressed On My Way, you will also receive the fee.

SAFETY

As an independent contractor it is your responsibility to keep yourself safe and aware of your surroundings at all
times. Avoid using earbuds and focus on the area around you. Make sure you use your cellphone only when it is
safe to do so.

TIME OF DAY

Most walks take place during the daylight hours, but some owners will need to request walks well they are out for
the evening. These walks are not inherently dangerous, but make sure to use caution during late hours.

NEIGHBORHOOD

Make sure to familiarize yourself with the neighborhood you will be walking in. Try to avoid any potentially unsafe
areas such as unlit streets or alleyways.

SUSPICIOUS PEOPLE

Avoid suspicious situations and don’t be afraid to turn around and walk the other direction. Listen to your intuition
if it tells you someone is unsafe.
DOG AGGRESSION

Some dogs react badly to strangers entering their home. This can be due to anxiety or other issues. Signs of
aggression include:

 Growling
 Bared Teeth
 Lunging
 High-pitched Barking
 Snapping or Biting
 Not allowing you to get close

If any of these behaviors makes you uncomfortable, leave and secure the home, then call Wag! Support for
assistance. It’s better to cancel the walk than attempt to walk an uncooperative dog.

TRAFFIC

Take extra caution around busy roads and while crossing streets. Use marked crosswalks whenever possible and
watch for cars backing out of driveways.

CONCLUSION

By following this guide, you should be able to safely handle and walk your client’s dog, while delivering a 5-star
experience for the owner. For more information about Wag! Policies, see the Community Guidelines section at
https://help.wagwalking.com/t/y7sq7d/community-guidelines or contact Support.