FAQ - We Fetch App

Frequently Asked Questions (FAQs)

Using We Fetch

What is We Fetch?

We Fetch is a smartphone app designed for businesses in the pet services industry which allows for safe and convenient contactless pick up and drop-off for their clients’ pets.

What is We Fetch?

We Fetch is a smartphone app designed for businesses in the pet services industry which allows for safe and convenient contactless pick up and drop-off for their clients’ pets.

Why should my business use We Fetch?

As business owners in the Pet Services Industry, we recognize that there is a strong need for businesses to adapt to keep both your employees and clients safe. We Fetch reduces the amount of daily employee-customer contact needed to run your business effectively while still maintaining regular communication and exceptional customer service for your clients. Not only does it keep your community contactless and safe, your customers will appreciate the convenience We Fetch offers through ease-of-use, and most importantly, reducing wait times. These features will positively contribute to both customer retention and reinforcing your brand image in the eyes of the consumer.

Will all of my clients value a contactless pick up and drop off service?

Much like a drive-thru versus in-person dining in the restaurant industry, or self-serve kiosks compared to cashiers at the grocery store, We Fetch creates options for you and your clients to better fit both your needs. For those clients that prefer human interaction, they can choose to go inside and chat with your employees. For those who prefer, or require, contactless service, there’s We Fetch!

Contactless practices are here and growing in popularity. Whether it is out of choice or necessity, contactless service is in high demand. For the clients of yours that value contactless interactions, it really matters to them. By signing up for We Fetch, you’re showing your clients and your team that you understand their need for choice, and that you care.

Why use We Fetch when my clients could just text, email or call?

We Fetch is the only pet service app that guarantees instant, hands-free communication between a client and facility. Clients can focus on driving safely rather than being distracted by typing out a message – plus, distracted driving is dangerous!

We Fetch also provides your facility with consistency and efficiency. When a client passes through the geofence and sends your facility a message, you will have an accurate and consistent idea for when each client will be arriving. This allows you to streamline your operations, improving efficiency and convenience for everyone.

My business has multiple locations, how does that work?

You will set them up as separate locations and you will be billed per location.

What happens if I need help? Do you offer support?

We’re here to help you, always! If you have any questions you can contact us via email at hello@wefetchapp.com.

How do I make changes to my account?

Log in to the website with your username (email) and password to view your account. You can modify your account information, select a different pricing plan, and manage your users.

Geofencing Information

What is a geofence?

A geofence is a virtual geographic boundary, defined by GPS technology, that enables software to trigger a response when a mobile device enters or leaves a particular area. Within the context of this app, a geofence is a virtual perimeter that surrounds your facility location(s), at a distance determined by you.

What is a geofence?

A geofence is a virtual geographic boundary, defined by GPS technology, that enables software to trigger a response when a mobile device enters or leaves a particular area. Within the context of this app, a geofence is a virtual perimeter that surrounds your facility location(s), at a distance determined by you.

How do I determine the optimal geofence distances for my business?

You will have two geofence distances – a smaller area for drop-off and a larger area for pick up. The pick up geofence area is larger because it takes longer to prepare pets to be picked up than it does to simply receive them during drop-off.

There are several factors you should take into consideration when determining the optimal geofence distances for your business. You should evaluate the most common method of clients getting to your facility (i.e. walking, driving, transit, etc.), the surrounding area, and normal traffic patterns.

For example, you might need a 10 minute warning for pick up and a 5 minute warning for drop-off. Given your surrounding area and normal traffic patterns, you might need the geofence to be 7km (or miles) away from your location for pick up, and 3km (or miles) for drop-off. Naturally, this might vary depending on the time of day and traffic patterns, but please make your best estimate.

What is ‘Here Now’ and how do I determine the optimal distance?

‘Here Now’ is an optional feature for facilities that want to be notified when a client has arrived at their facility. Upon arrival, clients can tap the ‘Here Now’ button on the homepage, pulling up an additional message to send to your facility. This is important if your entrance or front desk does not have a clear view of the parking lot to monitor when clients have arrived.

You should determine the optimal Here Now distance by taking the parking situation surrounding your facility into consideration. If your facility has a designated parking lot, determine the distance based on the parking lot location. If your facility requires street parking, determine the distance based on how far clients can and usually park away from your facility. 

Since the ‘Here Now’ distance is always smaller than your pick up and drop-off distances, we offer options of kilometers, miles, meters, and feet.

I still don’t know what my geofence distances should be - can you help?

Here are some guidelines to help inform your decision. These sample distances are purely recommendations for average facilities in either urban or rural areas.

Rural

Drop-Off Distance: 1 – 2 mi / 1.5 – 3 km

Pick Up Distance: 2 – 3 mi / 2.5 – 4 km

Urban

Drop-Off Distance: 0.5 – 1.5 mi / 1 – 2.5 km

Pick Up Distance: 1.5 – 2 mi / 2.5 – 3.5 km

Payments

Is We Fetch free?

The We Fetch app is free to download from the App Store and Google Play Store, costing your clients NOTHING. Only the business owner needs to pay for the app. Upon selecting a pricing plan, We Fetch will authorize your business the appropriate amount of users related to the pricing plan you select.

Is We Fetch free?

The We Fetch app is free to download from the App Store and Google Play Store, costing your clients NOTHING. Only the business owner needs to pay for the app. Upon selecting a pricing plan, We Fetch will authorize your business the appropriate amount of users related to the pricing plan you select.

How do I pay?

We accept all major credit cards.

Can I change my pricing plan?

Yes! You can upgrade or downgrade your pricing plan at any time to make it fit your business’ needs.

What happens if more users select my facility than allowed by the plan I signed up for?

During sign up, you will select a plan allowing for either 100, 200, 300, or unlimited users. If the number of people that select your facility within the We Fetch app exceeds the number of users allowed by your plan, additional users will not have access to the geofence functionality.

For example, if you select the Premium Plan (300 users), the 301st person to select your facility within the app, along with any users that come after, will not be able to use the geofence functionality.

In this instance, to create space for new and future users, we recommend either upgrading your plan to allow for more users, or prioritizing them by reviewing and deleting inactive users or ones that may have erroneously selected your facility while signing up on the app.

What if I change plans mid-way through a pre-paid month?

If you decide to upgrade your plan mid-way through a month, you will be charged for the new plan and then credited for the difference. Your new billing cycle will begin at the date of upgrading.

If you decide to downgrade your plan mid-way through a month, you will be charged for the new plan and then credited for the difference. If you downgrade from an annual subscription, you will be charged a service fee matching the total of the credit. Your new billing cycle will begin at the date of downgrading. 

What is your refund policy?

If you are on a monthly subscription and decide to cancel, your payment will be halted before the next billing period.

If you are on a yearly subscription and decide to cancel, your initial payment is non-refundable.

Interested in signing up?

We’d love for you to join the We Fetch family!

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