The Pawshake Guarantee is included with every Pawshake booking and is our way of protecting you and your pet. This is our commitment to support you on the rare occasion when something goes wrong during a booking.
Absolutely. Your privacy is important to us and we only use secure online payment processing methods. You can pay via Poli, PayPal, Visa, Mastercard or American Express.
As part of your booking, you also need to enter your billing information, after which the amount due for the booking will be put on hold (also known as a 'hold authorisation' on your credit card for the total of your booking). This is very similar to a booking you make for a room at a hotel: here, too, a hold authorisation will be put on your credit card for the amount of the booking.
A pet sitter can then do one of these three things following your booking request:
A pet sitter responds, on average, within 4 hours after receiving a booking request. Pet sitters have up to 24 hours to respond. If a pet sitter takes longer than 24 hours to respond, their account will be flagged as unresponsive and will be reviewed by our Trust and Safety team.
Once the booking has ended, Pawshake will transfer the amount due for the booking minus the contribution for Pawshake (19%) to the pet sitter's payment account. This can take up to 7 days. The payment process on Pawshake is cashless and fully automated, so neither you nor the pet sitter needs to worry about the money.
If you have any concerns about your booking or the pet sitter, please contact us at the latest 48 hours after the booking has ended so that we can place the payment on hold if necessary. Please read more about how you are protected with our Happiness Guarantee.
As a pet owner, you will be refunded the amount of your booking under the following circumstances: