¿Cómo podemos ayudar?
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Pet Parents FAQ
How to make a private only request? Open
When creating private request, you will see the screen below.
If it is ticked, your private request will also send to other Backers.
If it is untick, your private request will only send to your only preferred sitter and other Backers will not receiving it. However, if your preferred sitter did not reply to your private request within 4 hours, you will receive an email about permission to send your request to other Backers.
How to report a user? Open
There is no tolerance for objectionable content or abusive users. If necessary, users can make an anonymous report. There are 3 ways to report a user:
1) Report through user's listing page.
2) Report through user's profile.
3) Report through user's chat room.
Then you need to submit why are you reporting the user.
Once your report is submitted. Our trust and safety team will look into it and take any necessary actions.
How do I use a voucher or promo code Open
(1) To use a voucher look for the promo code button in the booking confirmation screen and tap on it to display the list of vouchers in your account. Select the voucher you wish to use to go back to the booking confirmation screen. The amount will be updated with the discounted value.
(2) Then proceed with the payment.
Where do I check a pet service provider's review and ratings? Open
Reviews and ratings can be found in the pet service provider's listing. Tap on the review stars or number to view all that service provider's ratings and reviews. A review that is labelled "Verified" are reviews from pet parents who have hired the pet service provider on PetBacker.
What are the badges on the pet service provider profiles? Open
The badges displayed in PetBacker search results and on pet service provider profile pages are visual symbols of their love of pets and commitment to high-quality care.
You’ll spot other badges on PetBacker—as well as a few ribbons—but the most important are the ID, Sponsor, and Certification badges
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The Facebook badge means that the sitter or pet service provider has verified their Facebook account with their PetBacker account. |
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The Email badge means that the sitter or pet service provider has verified their email account with their PetBacker account. |
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The Google badge means that the sitter or pet service provider has verified their google account with their PetBacker account. |
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The Mobile badge means that the sitter or pet service provider has verified their mobile number with their PetBacker account. This showcases their dedication to caring for your pet and are willing to be contacted over mobile phone. |
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The ID badge means that the sitter or pet service provider has provided their personal ID with their PetBacker account. This showcases the sitter’s or pet service provider's credibility and reliability. It will also facilitate easier tracking and police investigations in the event of an unfortunate incident. |
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The Business badge means that the sitter or pet service provider is a registered business and has presented us with their business registration details. |
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The Certification badge shows a sitter or pet service provider has presented us with certification indicating they are certified and trained in one of the many pet training programs. You may request details of the certification prior to hiring them. |
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The Sponsor badge shows a sitter’s or pet service provider's commitment to quality care. They pay an annual subscription fee, which gives them access resources that make them better prepared to care for your dog. |
How do I make a request for pet services? Open
You can make a request for pet services through our website or through our app. You will get a few quotes from different sitters or walkers for you to compare within minutes to hours. We always recommend using the app as its more fun and you can hear a woof or meow everytime you receive a notifcation.
From the web
Use the following links to submit a request for these services:
From the app
There are two ways you can get pet services on PetBacker's app
Broadcasted requests: You just make a request from the "Get Pet Service" button and Select the service you need.
Then answer a short questionnaire.
Your request is then broadcast to all pet service providers that match the service requirements and location that you have requested.
Direct request: Browse the pet service provider directory in the "Explore" tab in the app or on the web.
Tap on the pet service provider you are interested in, and you can make a request directly to that pet service provider.
How do I contact support for help? Open
Click here to talk to support
How do I cancel my request Open
If you do not need the pet service any more you can close the request to prevent any more pet service providers from contacting you.
1) Tab on Request
2) Select the request that you wish to cancel
3) Tab on Cancel
What is the reason for broadcasting my pet service request to all matching listing when I make a request? Open
We have realised that trying to contact pet sitters one by one like in a typical directory is time consuming for both the pet parent and the pet sitters, as pet sitters may not pick the call, or they might not be available at the time you requested when you called in or might not even provide the service that you require. We designed the broadcast so that your pet service request will go to all relevant listings, and only those that are able to help you out at the time you specified will respond directly to you through the app, saving you countless hours searching and trying to contact the pet sitters individually.
What are trust points / badge? Open
Trust points or badges are items we award to pet service providers who complete a variety of verifications with us. These items indicate how sincere and dedicated they are by being willing to verify their identity, certifications and personality with us. Check this list of items that we support and what each of them mean.
You might be interested in
Can I really trust a pet sitter? Open
We’d like to think so! PetBacker is a platform built on mutual trust that puts pet owners and pet sitters in contact. In the interest of everyone’s wellbeing, we do verify the contact details of pet sitters in various ways before they appear on the site, and remove any profiles that we think don’t quite meet the high bar we’ve set for PetBacker pet sitters.
We always recommend having a meet and greet after you have made the refundable pre-payment, so you can ensure they’re right for your situation. Then, after the stay, pet owners can leave an evaluation of their experience that is shared on the pet sitter’s profile page.
"What happens if my pet gets sick or hurt in the care of the pet sitter? Open
Fortunately, cases of emergencies are very rare, but it's best to prepare for them. If there’s an emergency, the pet sitter must decide the best course of action: either to go to the nearest veterinarian or, if possible, go to the pet's own veterinarian. It’s always a good idea to write detailed emergency instructions on your details form, or even write up a separate emergency guide.
What if I am unable to make the appointment as agreed? Open
Pet Service Providers and pet sitters define their own cancellation policies. For more information, please check the pet sitter’s profile.
A pet sitter has declined my reservation, where does my money go? Open
When the Pet Owner makes a booking with a Pet Service Provider, money is not drawn from the Pet Owner's payment wallet until the pet sitter confirms the reservation. Instead the amount due for the booking is "reserved". Essentially the money never leaves the Pet Owner payment wallet, it only appears as a pending charge on the Pet Owner payment wallet.
When a Pet Sitter declines a reservation request, the reserved amount due for the booking will remain in the Pet Owner's payment wallet. The Pet Owner may use that money for another booking, or request for a refund.
Does PetBacker offer a Satisfaction Money Back Guarantee? Open
If you’re not absolutely happy with your experience, PetBacker offers pet owners a Satisfaction Money Back Guarantee to our two legged members. In order to be eligible, you obviously need to have organized a meet and greet with the sitter prior to the booking, have booked and paid via the PetBacker and have left a poor review for the sitter. Your claim needs to be submitted within 3 days of the end of the booking period via the “contact us” section. PetBacker will perform an internal investigation and the refund amount will be decided at PetBacker's discretion. This amount will be refunded within 7 banking days.
Do I pay the pet sitter directly? Open
All payments must be completed through the PetBacker platform. The payment process on PetBacker is secure and fully automated for both Pet Owner and Sitter, so neither the Pet Owner nor the Sitter needs to worry about the payments. The Sitter will receive his payment within a week after the job has been completed.
I've never left my pet with a pet sitter before. Is PetBacker for me? Open
Absolutely. PetBacker is a community of friendly, local animal lovers who welcome others' animals with great pleasure. Your pet will be much happier than in a kennel or cattery. Take a look at the pet sitter profiles on our site – all verified and regularly checked by our team - and let us know what you think.
Are there pet sitters on PetBacker that offer specialized care? Open
Yes. We request that PetBacker pet sitters describe the care they offer as thoroughly as possible. Some sitters do have a specialisation, and several are pet care professionals or have done vet training or volunteer work with animals. Look through the list of pet sitters in your region to see who is the best person to take care of your pet.
What is the cancellation policy. Open
You can cancel a service at any time! Just be sure to let us know at least 72 hours in advance (and reschedule), or else the service will be charged in full. We maintain a strict 48 hour cancellation policy, which is required as a courtesy to our pet sitters, dog walkers, and pet chauffeurs who rely on the income of their pre-booked schedules to make a living, and who without sufficient notice, aren’t granted the opportunity of making alternate arrangements to pick up additional work to make up for the loss of income within the time slot that was originally reserved for your scheduled service.
What to do when a Pets is Lost Open
If the pet owner's pet is missing, it is pet sitter's responsibility to make a search around the area and report to PetBacker within 24 hours. However, it is recommended that pet sitters inform PetBacker within 3 hours of pet missing to make it easier to recover the lost pet. We will advise what needs to be done and where to search as we have experience in these cases before with 100% Found Rate .
It is also the responsibility of the pet sitter to make a report to the police for suspected theft. In the event the pet cannot be recovered, It is the pet sitter's responsibility and liability to discuss with parents for their losses and for any compensation. PetBacker will only help to provide up to USD100 for lost pet advertisement, and please be reminded that our Premium Insurance does not cover for Pet Lost & Found.