Our goal is to provide the very best pet care experience. If, for any reason, you or your pet is not happy with your booking, we will do our best to make it right.
In the first instance, we recommend you discuss your concerns with your pet sitter and try and come to a compromise with each other regarding any compensation. In many cases, we have found that when two parties have an honest conversation with each other, misunderstandings can be cleared up quickly.
At the same time, please contact us and let us know - at the latest, 48 hours after the booking ends so that we can place your payment on hold. The sooner we are aware, the quicker we can be prepared to step in to help facilitate discussions or resolve issues.
When Pawshake investigates a situation, we enter as a neutral third party. This means that we may ask for further information and evidence to claims. This does not mean we don’t believe you, but it assures fair and impartial treatment of the parties involved.
During the investigation, Pawshake will work with you and the sitter to reach a mutually agreeable resolution. If no resolution can be found, Pawshake will make a decision based on the evidence, and determine the course of action and/or compensation.
Breed-specific condition means any condition that commonly occurs in particular dog breeds.
Pawshake pet means a pet owner’s pet that has been listed on the confirmed booking as part of the booking. Each pet much have their own separate pet profile.
Pawshake booking means a booking that has been successfully paid by the pet owner and confirmed by the sitter through the Pawshake platform.
Pre-existing condition means any injuries, conditions and diseases which the pet has been treated for or which have happened prior to the booking
Preventable condition means any conditions that can be prevented by vaccinations or normal veterinary care.
Third party means a person who is not a pet sitter, a pet owner, a roommate, family member or significant other of a pet sitter or pet owner, or any other person providing animal care on sitter’s behalf.
Visiting pets mean pets that are not part of a confirmed booking. For example - pet sitter’s relative’s pets that may be present during a booking or pets that the sitter is sitting outside of Pawshake (e.g. if they are a professional and take bookings in other ways). Pet sitter’s own pet is not a visiting pet.
Pet sitter's own pet means any pet that has been listed on the sitter's profile.
Please reply to the email you originally sent us or contact us via our contact form and include the following information:
Once we receive the information, we will begin the investigation. We understand that situations like these can be stressful for all involved so we aim to resolve them as quickly as possible. However, the time it takes will be greatly determined by the cooperation of the parties involved.
Unsure of something or have any concerns? Our in-house customer support team is here for you.
In 7 different languages, any time of the day.
Our customer support team can support you in English, French, Italian, Dutch, German, Norwegian and Finnish.