How can we help?
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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.
Who can see my moment? Open
The audience selector lets you choose a specific audience when posting your moment. Your options may include:
Public:When you share your moment with Public that means anyone on PetBacker can see it.
Friends Only:This option lets you post your moment to your friends on PetBacker.
Only Me:This option allows you post your moment that is visible only to you. Moments with the audience of Only Me will only appear in your Moment but not your friends' Moment.
How do I share a moment Open
PetBacker Moments is our social networking feature that lets you share your pet's funny moments on PetBacker with the community as well as like and comment on those posted by other users. Its a great way to interact with other pet lovers about your pets and theirs. Posting a moment is fun and easy, simply follow the following steps to post your first moment.
1) Download the app if you do not have it yet. You can download it here.
2) Sign in and go to the moments tab. You will find it in the middle of the bottom navigation bar.
3) Tap on the "Share Your Thoughts Or Pets"
4) Tap on the "New Moment or New Story"
5) Add one or more images or video of your pet and a description of what you are posting and select your audience. Learn more about the audience you may choose on PetBacker here.
6) Then tap on "Post Moment" below.
7) That's it. You have posted your first moment. You can proceed to post more photos or browse moments by other pet lovers.
8) You are encourage to share your moment to your social media such as Facebook. Set your post as Public to let more people to view your cute pets!
Why cannot I chat freely? Open
When trying to send messages in chat and you see the screen below, it means that you might have shared personal contact information before a fully refundable pre-payment for the booking was made.
To restore the functionality to send any message you would like, do make a fully refundable pre-payment for the booking with the Backer.
This payment will be fully refunded or transferred to any other Backer of your choice if you feel the current one is not suitable after a meet and greet. Tap here to read more about what the benefits are and why it is safer to make a pre-payment before sharing your personal contact information.
Do contact us if you feel our AI system made a mistake.
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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.
How to invite other sitter to a job? Open
1) Select your request.
2) Tap on View button.
3) Find and choose your pet sitter.
4) Tap on Invite Backer button.
What if you are late to pick up your pet? Open
We always advise:
For Boarding:
Drop-off/Check-in times: after 12.01pm
Pick-up/Check-out times: before 11.59am
Be considerate to the Pet Host who might have other jobs to do like dog walking, they might require extra fees to cover their time. You will be charged a fee by Pet Host if you choose to pick-up your pet after 11.59am. We however think a Pet Host should not over charge any Owner for no more than a full night fee for less than 12-hours over time period. They are however pet hosts who are flexible and would not charge you any extra fees. Please discuss with them before making your final payment.
Only Extend and re-Book the Stay on PetBacker to ensure full insurance coverage. For Boarding, our Insurance will only cover your Pet from 12.01pm to 11.59am of the following day if it is not extended on PetBacker.
For Daycare:
Drop-offs and pick-ups for day-care can be made within an 8 hour timeframe. Any pets which are not picked up within this period (8 hours) may be incur additional fees from the pet sitter.
Only Extend and re-Book the Stay on PetBacker to ensure full insurance coverage. For day-care, our Insurance will only cover your Pet for the 8 hours period.
*Booking on PetBacker again will also entitle you to discount vouchers for every 5th stay.
For how to extend or to book a sitter/backer again, please refer to the following link to help you out:
"How do I reset my password Open
Follow the steps below to get an email to reset the password for your email login. Do note Facebook and Google logins do not need a password. When you receive the email tap on the link provided to enter a new password.
Reset Password
1. Tap on "Forget Your Password" on the login page
2. Key in your email address
3. Tap on "Send Reset Link"
Then Continue With The Following Steps
4. Be noted that you may need to open your email to reset password
5. Please be noted that the email either will be in inbox or junk mail. Find out more here if you did not receive PetBacker email.
6. Key in the new password and select reset password
How do I rebook/extend booking with a sitter again? Open
Follow the steps to rebook/extend your ongoing booking:
1) Navigate to the chat room with the booked sitter
3) Tap on "Rebook/Extend Booking"
To rebook again your completed booking:
1) Navigate to the chat room with the booked sitter
3) Tap on "Book Again"
4) Fill in all required fields and submit your Request!
How do I change my password? Open
Change Password
1. Go to "Profile"
2. Select the setting icon button
3. Choose "Change Password"
Then Continue With The Following Steps
4. Be noted that you may need to open your email to reset password
5. Please be noted that the email either will be in inbox or junk mail. Find out more here if you did not receive PetBacker email.
6. Key in the new password and select reset password
What do I do if my pet gets lost or missing when in the care of the pet service provider. Open
Report any lost or missing pets to the PetBacker support team immediately within 24 hours of the incident. For jobs that have been paid and booked with PetBacker, we will sponsor up to $100 in lost pet advertising.
How to edit my request? Open
1. Go to Request
2. Select the request that you want to edit.
3. Select Edit button to start edit your request.
4. After finish edit, tab on Submit to save your modification on the request.
How to close a job and review the sitter? Open
1. Go to Inbox.
2. Select the person that you had hired and the booking that you wish to close.
3. Select Review Sitter if the booking is completed.
4. Tab yes if you are sure to complete it and close it.
5. Give a review about the sitter and tab confirm your review.
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.
Why pay through PetBacker? Open
Here are a few of the benefits that you will enjoy when pay through PetBacker for your bookings:
- Your money and pets are Secure and safe as we only release payment to the sitter 2 to 7 days later after the job is completed satisfactorily. You have 48 hours after the stipulated booking end date to raise any issues before we release the payment.
- Get protected with Premium Protection Coverage when you hit a certain amount of accumulated fees
- Get credits for Discount for your next booking
- Keep a record of all transactions and able to review the sitter
- Book the Sitter in advance so she know you are serious. Booking fees will be return if sitters can't confirm the job
Payment outside of PetBacker is against our terms and conditions.
"Can I get discount? Open
Yes. You can negotiate with Pet Sitter to get a discount or you can follow through this referral program to get a discount.
How do I edit my profile info? Open
1) Tab on your ""Profile"".
2) Select ""Edit Profile"".
3) Edit any info that you wish to change (e.g. profile photo, name, email and phone).
Is it possible to find a pet sitter for a single night? Open
Absolutely. The site has the advantage of having a large offering of pet sitters and the details of every booking are organised only between you and your chosen sitter, so you can have a perfectly tailored PetBacker experience.
Is it possible to modify or cancel your reservation? Open
As a sitter on PetBacker, you have the freedom to customize your business. Part of that includes choosing your cancellation policy. Pet Parents that make a booking can get a refund within What are the policy options?
- Flexible: A full refund is available if a client cancels before the beginning of the service. If canceled on or after the beginning of the service, a 50% refund is available for the first seven canceled days of the service, and a 100% refund is available for any additional days.
- Moderate: A full refund is available if a client cancels by 12:00pm the day before the service begins. 12:00pm is determined by the sitter's time zone. If canceled later than 12:00pm the day before the service begins, a 50% refund is available for the first seven canceled days of the service, and a 100% refund is available for any additional days.
- Strict: A full refund is available if a client cancels by 12:00pm one week before the service begins. 12:00pm is determined by the sitter's time zone. If canceled later than 12:00pm one week before the service begins, a 50% refund is available for the first seven canceled days of the stay and a 100% refund is available for any additional days.