FREQUENTLY ASKED QUESTIONS

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BOOKING PROCESS AND SERVICING

All steps should be completed in sequence.

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STEP 1 | Terms, conditions, procedures, services and pricing

STEP 2 | Pawrent Information Form

STEP 3 | Booking Form

STEP 4 | Petter availability

STEP 5 | Payment

STEP 6 | Introduction meeting and key arrangements

STEP 7 | Servicing

STEP 8 | Key arrangements

STEP 9 | Rate Our Services Form

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PAWRENT INFORMATION FORM

• The Pawrent Information Form is completed accurately, and the information is up to date with every booking.

• The Pawrent Information Form is editable. Please save your submission email to make future changes and keep your information current.

• The Pawrent Information Form is required to proceed with the booking process.

• New Pawrent Information Form.

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48- HOUR FEEDBACK POLICY | GRIEVANCE

• Feedback Policy: Upon completion of both the Pawrent Information Form and the Booking Form, please allow up to 48 hours for feedback.

• Once payment has been completed, primary communication will occur between the Petter and the Pawrent. Should any issues or concerns arise during the service, please contact Pet and House Sitter immediately for prompt assistance. We kindly request that feedback is shared during the service period rather than after its conclusion. Our mission is to allow our Pawrents to escape from the everyday life knowing that their Furry Frens and house are in safe hands.

• Claims of unsatisfactory service, losses and, or damages resulting from the Petter’s negligent actions must be supported by physical evidence submitted within 48 hours after service. After 48 hours of service, the credibility of such claims may be diminished and lose significance. Pet and House Sitter will review the evidence, and its actions may include but are not limited to the following: issue a warning or terminate the Petter's Service Level Agreement with immediate effect, approve a certain amount of refund to the Pawrent.

• Please rate our services after completion to help us improve.

• New Rate Our Services Form.

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BOOKING FORM | PETTER ALLOCATIONS

• New Booking Form.

• Complete all booking information accurately because the Booking Form is used for invoicing. 

• Booking requests and allocations are made based on our Petters availability. Petters nominate themselves on a first-come, first-serve basis. However, Pet and House Sitter promote and encourages relationship building between Petters and Pawrents. The Pawrent has an option to select a preferred Petter when completing the Booking Form. Our internal process will be followed, while prioritizing our 48-hour Feedback Policy over preference.

• If feedback through WhatsApp is not received from one of our Petters within 48 hours of submitting the Booking Form, it unfortunately indicates that no Petter allocation could be made at this time. Requests for dates scheduled well in advance will be placed on a waiting list. Please note, we cannot guarantee future availability of our Petters.

• If a Petter is available, you will be contacted through WhatsApp within 48 hours after submitting your Booking Form. 

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PAYMENTS​

• After Petter availability has been confirmed, an invoice will be sent via email and, or WhatsApp within 48 hours.

• Full payment must be made within 48 hours of receiving the invoice to finalize the booking and allocate the Petter. No Petter allocations will be made without receiving full payment.

• Please email (pahs.petter@gmail.com) and, or WhatsApp (084 084 0370) the proof of payment to us.

• Our banking details will be reflected on the invoice. 

• The Pawrent will be held liable for any medical expenses if a Petter incurred an injury caused by a Furry Fren, such as a dog bite.

• The Pawrent and Petter must make their own payment arrangements for any additional costs incurred by the Petter while providing the services, such as purchasing pet food or medication at the Petter’s own expense. These costs are not included in the booking process or initial invoice.

• If two separate Pawrents decides to leave their Furry Frens at one property, each Pawrent must complete their own Booking Form as if it was two separate bookings. Both Pawrents will receive their own invoices.

• Pet and House Sitter do not get involved in, nor take any percentage of, tips given to the Petter. The Petter and Pawrent must make payment arrangements directly between themselves.

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INTRODUCTION MEETING | KEY ARRANGEMENTS

• The initial introduction meeting is compulsory for all new Petter and Pawrent allocations at the relevant cost.

• To avoid extra costs for the Pawrent, we recommend combining the introduction meeting and key exchange one or two days before the Petter begins with the service.

• Normal rates will apply for key collection, or any other request made by the Pawrent before service.

• The introduction meeting for prior allocations (same Pawrent and Petter) is optional.

• If key collection by the Petter is not needed before service, there are no extra costs.

• At the end of the service, the Petter returns the keys to the Pawrent at no cost. To avoid extra visits, the Petter may request to leave the keys at a pre-arranged location on the last day, or visit.

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REFUNDS

• Refunds are not provided for cancellations, early returns or incorrect booking details. Furthermore, payments cannot be applied to future bookings. Any cancellations prevent our Petters from pursuing other opportunities.

• If, within 48 hours after the initial introduction meeting, either the Petter or the Pawrent decides not to continue with the service, Pet and House Sitter, the Petter, and Pawrent are no longer obligated to provide or receive further services. Pet and House Sitter will attempt to find a replacement Petter, if possible, but cannot guarantee someone will be available. If a replacement Petter cannot be found, the Pawrent will be refunded the amount they paid, minus the fee for the introduction meeting and, or key collection visit. In these very rare circumstances, substantial evidence must be provided why the parties decided to cancel the service.

• If the Petter finds that the Pawrents' house is in much worse condition than during the initial introduction meeting, Pet and House Sitter will intervene and respond accordingly. Pet and House Sitter’s actions may include but are not limited to the following: hire a cleaning agency, ask the Pawrent to make cleaning arrangements, offer an alternative service until the conditions have been restored, or cancel the booking entirely without a refund.

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DOG WALKING | ENTERTAINMENT

• Our dog walking and entertainment services (such as fetch) are add-ons to our main service and cannot be booked on their own.