We’ve put together this FAQ to address questions that you, and other Pet Care Providers, may have about the Deactivation Policy.
What can lead to a Pet Care Provider being deactivated from the platform?
Pet Care Providers who have a star rating of below 4.75 will be subject to deactivation. Star rating and other factors are also contained in the Pet Care Provider Platform User Agreement signed by each Pet Care Provider. Those who violate their Pet Care Provider Platform User Agreement or Wag!’s Community Guidelines may be subject to deactivation. The Deactivation Policy also states that Pet Care Provider accounts may be subject to suspension during the time Wag! takes to investigate a possible violation.
As a Pet Care Provider, can I appeal a deactivation if my rating falls below 4.75?
No, these deactivations are not eligible for appeal.
Why is Wag! doing this?
Wag! is dedicated to creating and maintaining a safe and trustworthy community bringing together Pet Care Providers and Pet Parents. To help ensure a safe platform, we rely on each community member to abide by the Wag! Community Guidelines as well as our Pet Care Provider User Agreement. In addition to those helpful resources, we also rely on our community of Pet Parents to let us know about their service experience. Wag!’s 5 star rating system is one of the ways we leverage community feedback to help create and maintain a safe and reliable community.
As a Pet Care Provider, how can I check my standing to ensure I’m not subject to deactivation?
You will be notified via email if you are at risk. Pet Care Providers can also see their star ratings in the “My Profile” section of the Wag! application.
When does the enforcement of this policy begin?
Beginning on October 15th, 2019, Wag! will send notice to Pet Care Providers who are at risk via email. Once a Pet Care Provider receives this notice, they will have 30 days to improve.
As a Pet Care Provider, how can I stay aware of whether I’m “at risk” for deactivation due to star ratings?
Wag! will send a “gentle warning” to Pet Care Providers who currently have a star rating below 4.75. This email will let them know that Wag! Has implemented new standards for Pet Care Providers and launched a deactivation policy. As stated in the Pet Care Provider Platform User Agreement, this communication will also inform them that their current rating may be below requirement(s) and that they are at risk for deactivation. Once a Pet Care Provider has received this communication, they will have 30 days to increase their rating.
Pet Care Providers who receive this notice will also receive a second update email after 14 days letting them know their status. If their rate has not increased, they will receive a notice indicating “you’re still at risk of deactivation” or if they have improved, they will receive a “your rating has increased” communication.
What if I did not receive a warning email?
Please check spam filters and ensure that the email address associated with the Wag! account is still active.
What if I am not available to do any walks in the 30-day warning period (out of town, busy, etc.)? Can I request an extension?
Wag! gives all Pet Care Providers 30 days to meet community standards once they’ve received notice. Pet Care Providers will not be granted an extension if they choose not to, or are unable to, participate in services with Wag!.
How many times can my star rating drop below 4.75?
Zero. Once a Pet Care Provider’s star rating falls below 4.75, they are subject to deactivation. This is why Wag! sends a notice to those Pet Care Providers who are at risk.
If a Pet Care Provider is deactivated, will they still be paid for past completed walks?
Yes. Any successfully completed services will be paid out, regardless of whether the Pet Care Provider is subject to deactivation or has been deactivated.
If a Pet Care Provider is deactivated, can they sign up again and start over?
No, once a Pet Care Provider is deactivated for falling below the set criteria or for a safety issue, they will not not be allowed to re-enroll as a Pet Care Provider on the Wag! platform. This is done in an effort to keep the platform and its users safe and help ensure the services provided are high quality.
Are Pet Parents subject to these same standards?
This Deactivation Policy is based on criteria specific to Pet Care Providers only. Currently, Pet Parents can be deactivated from the Wag! platform if they violate Wag!’s Terms of Service, which includes the Wag! Community Guidelines.
What if the Pet Care Provider is very new to the platform and has not taken many walks?
Pet Care Providers must complete at least ten services to be subject to this policy.
Why is Wag! using a 4.75 star/paw rating as part of this policy?
The vast majority of Pet Care Providers perform and operate above the 4.75 threshold. Wag! looked at Pet Care Provider and Pet Parent data to help determine what is an appropriate standard for the community as a whole. This is done in an effort to keep the Wag! community operating in a safe and reliable manner.
How will this work for someone performing multiple services in the same day, are ratings calculated at the end of the day, or intraday?
Star rating calculations are tied to each service (not each day) and are collected each time a service is completed. If a Pet Care Provider’s star rating falls below 4.75, they will be sent a message. If they complete another service the same day and their rate goes back up, Wag! will send them a message informing them they are back on the right track.
How are recurring schedules impacted if a Pet Care Provider is deactivated (Pet Parent concern)?
Wag! will notify Pet Parents through an automated message and will find another Pet Care Provider to ensure future services are taken care of.
Star Rating Explained
If a Pet Care Provider’s average star rating falls below 4.75, they are subject to deactivation and will no longer be able to use the Wag! platform.
As a Pet Care Provider, how can I see my rating to make sure I’m not subject to deactivation?
Pet Care Providers can see their star rating in the “My Profile” section of the Wag! application.
How is the rating calculated?
Pet Care Providers’ star rating is based on the total number of Pet Care Opportunities performed that have received ratings by a Pet Parent. They’ll need to complete at least ten (10) Pet Care Opportunities that are rated in order to obtain enough data for a valid star rating. Pet Care Providers with average star ratings below 4.75 may be subject to deactivation.
Prior to ten (10) Pet Care Opportunities, they’ll still be able to see their star rating (which is based on the average number of rated Pet Care Opportunities to date), but they won’t be subject to deactivation until at least ten (10) Pet Care Opportunities with ratings have been completed.
Wag! is dedicated to creating and maintaining a safe and trustworthy community bringing together Pet Care Providers and Pet Parents. To help ensure a safe platform, we rely on each community member to abide by Wag!’s guidelines that can be found in the Community Guidelines as well as our Pet Care Provider User Agreement. In addition to those helpful resources, we also rely on our community of Pet Parents to let us know how a service had gone. Wag!’s 5 star rating system is one of the ways we leverage community feedback to help create and maintain a safe and reliable community.
How does this work?
After each Pet Care Opportunity has been completed, Pet Parents are encouraged to rate their Pet Care Provider by choosing a number of stars to indicate level of satisfaction with the service provided. Timely feedback from Pet Parents helps to keep Pet Care Providers accountable, reliable and consistent in the delivery of their Pet Care Opportunities. This helps Wag! maintain a safe, respectful and transparent environment for all community members.