Pet Parents Faq’s

Faqs

Are there any standard service fees?
No. Please quote prices that you see fit and fair. This is an open marketplace where the customer will get multiple quotes from service providers. Your experience will help you judge the right price.

Can I render 2 services at a time for one pet?
YES, but the opportunity of having 2 services at the same time will be very rare.

Do we need to carry our certificates to service locations?
No, once the verification is done, your certificate can be seen on your profile. Hence you need not carry any certification.

What is the service process?
The Service expert will report that he has reached the service venue via the button which appears when he is at the destination. The pet parent will then receive an OTP which he/she will give to the service expert who will enter it in the app to start the service. When the service is completed, the service expert will click on the end service prompt on the app. The pet parent gets an OTP which when given to the service provider will help him close the service. The payment needs to be made before the service is closed.

Who bears the travelling charges?
Travelling expenses are borne by Service Experts. Any pet pick-up and drop charges can be mutually agreed between the Service Expert and Service Seeker once the service is confirmed.

How many days in advance a service be booked?
A service can be booked at most 7 days in advance.

Is there a daily limit on how many services can be taken up each day?
There is no minimum or maximum limit.

How often can I modify my service areas?
As and when required. However there will be a time taken for approval hence please avoid frequent changes.

Can I complete additional services requested by the client during an ongoing service?
Additional service is a mutual agreement between you and the pet parent, off the app.

How do I manage charges for additional services?
Additional service is a mutual agreement between you and the pet parent, off the app. Accordingly, any charges for them are to be mutually agreed upon. The commission percentage will stay the same.
Please understand that it's best if all services are booked right at the start so as to be able to carry all equipment needed for a service.

Should the price of the usage of any product to be used at time of service be included beforehand ?
Yes. If the product is to be charged for, add it in your basic quote. The final quote has to be all inclusive.

How can I contact the pet parent?
The parent can be contacted once the service is confirmed via the app. You can contact the PawPurrfect team in order to initiate the conversation.

How do I get services with the same customers?
We do not encourage exclusive repeat service requests from pet parents. However if a pet parent wants to repeat a service with a particular expert, they can place a fresh request and choose for the repeat service provider option. Then the last three service providers get priority. If however the preferred service expert does not respond, then other responses will come in.
Please respond asap to ensure that the customer gets to choose you. After half an hour the request will be shared with others. Your good service with a pet parent will increase your chances of being preferred over others.

Do I get to respond to customer reviews?
No, but the service provider can rate and review their experience with the pet and the pet parent.

How do I get bookings?
As per your time and service radius preferences you will be matched to any service requests. The notification will come on the phone with an option to adjust prices and response. If you are occupied at the moment, you can choose to snooze. There will be a subsequent reminder. Please note that after the first reminder, the request will be shared with a greater number of service experts. Hence it is best to respond at your earliest. You can view all open requests under 'Requests' on your profile.

How can I contact the client?
The service provider can contact the client once the booking is confirmed. Please get in touch with the PawPurrfect helpline number 022 4896 3233 for assistance.

How can I view my bookings?
View offers sent, awaiting pet parent confirmation, and confirmed bookings under 'My Bookings'

How can I reschedule a booking?
A booking accepted can not be rescheduled. You may cancel, if you realise that you will be unable to deliver the service. You will be asked to choose the reason from a dropdown list.

Please note Service experts will fall lower in the preference algorithm for frequent cancellations. The chances of being matched with higher rated pet parents goes down with each cancellation.

How can I cancel a booking?
Service experts will find the particular booking under My Bookings with an option to cancel. We will try to find another service expert to cater to the particular request. Pet parents can also similarly cancel.

Service experts will fall lower in the preference algorithm for frequent cancellations. The chances of being matched with higher rated pet parents goes down with each cancellation.

Is there any cancellation compensation to be borne?
Service experts will fall lower in the preference algorithm for frequent cancellations. Monetary penalties for cancellations will be informed by the PawPurrfect support team on a case by case basis.

What do I do when a Customer isn't available or picking up a call?
Please call the customer service number 022 4896 3233 for resolution.

How do I view and accept requests from clients?
New requests will be listed in the Requests section on your account page. You can accept the offer by clicking on the offer to view entire details and click on ‘Accept offer’ at the bottom of the page. You can decline if the pet requirements, timings, pricing and location do not suit you.

How do I set my status to Away?
The service expert can choose the “closed” option for all the days in the manage timing section of the app, this can again be edited when the expert is ready to go active again.

Can I accept requests outside of my regular hours as stated when creating my profile?
New requests will be listed in the Requests section on your account page. You may send an offer with adjusted pricing, or decline if the pet requirements, timings, pricing and location do not suit you.

Can I accept requests outside of my regular hours as stated when creating my profile?
Yes, the expert can choose the option while setting up the profile. This can be changed later if the expert wishes to. For these hours please feel free to charge a premium. However as always it is the pet parent’s prerogative to accept a service at the stated price.

What is the cut off time for the client to Cancel the booking?
There is no cut off time. However the booking fee is forfeited if the cancellation is less than 24 hours prior.

How do I accept payment from clients?
This is as per mutual convenience of the service expert and pet parent.

Can we accept tips? Are there any invoicing tools available?
Tips are not encouraged.

No, There aren’t any invoicing tools available

How do I offer a partial refund if I accidentally overcharge?
The refund can be made by contacting the client directly and settling mutually.

Does the app have a wallet of its own?
No, the app does not have a wallet at this stage.

What is the payment policy? (Advances)
The payment is accepted once the service is completed there are no advances other than the 15% booking amount

How to build a good profile?
Having an attractive service name, a professional self photograph, uploading certificates and reviews from clients, good quality relevant pictures and videos of you providing service go a long way in letting the client know more about you and feel confident to choose your services.

How can I check my reviews?
The My Bookings > History tab contains all of your completed services along with the respective rating and review from the pet parent.

can I change my profile details?
Edit via your PawPurrfect account. Menu > Account settings
These are however subject to approval from PawPurrfect.

How can I change my charges?
You can alter your prices on your profile as per your preference at any time. When you receive a service request you can bid for it with new prices after knowing the service details as per your judgement. However once the request is bid for, you can not change any prices.

How can I change my contact details?
Your phone number is your unique identifier. This can not be changed.

Can I upload images of my workplace?
Yes. This is encouraged for trust and transparency.

How can I change my service details?
Edit via your PawPurrfect account. Menu > Account settings.
These are however subject to approval from PawPurrfect.

How can I access my requests and offers?
Account > Requests, for open requests

Account > My Bookings > Ongoing services, for offers sent and confirmed bookings.

Account > My Bookings > History for completed services.

Is the pet parent verified?
Yes. KYC documents are taken and the mobile number is verified.

How does PawPurrfect handle fake booking?
Fake bookings would not happen as the booking is confirmed only when the 15% booking amount is paid.

Does PawPurrfect share user information with anyone?
Please refer to Privacy policy on https://www.pawpurrfect.co

Who is Responsible in terms of harm done by pets if any?-
Please refer to detailed information on Terms of use on https://www.pawpurrfect.co

FOR EXPERTS

  • This is only for service providers who are able to visit the pet at his or her home. (except boarding, dentists’ and opticians’ services)
  • PawPurrfect doesn’t charge for being part of the app unlike other listing sites / apps which have categories like premium and priority listings.
  • The app lets you choose your area of service and does not limit you to a location.
  • The Service Expert is in control of his service whether it is charges, location, availability or even a pet.
  • You get to manage transactions and change your fees on a case by case basis.
  • You get to manage transactions and change your fees on a case by case basis.
  • You get to choose customers whom you want to service rather than accept those who have chosen to book you, hence this is a two way choice .
  • The profile on PawPurrfect has scope to be much richer leading to a better connect with prospective customers. You can upload certificates. Pictures and youtube videos.
  • Not only does a pet parent rate and review you, you can do so too.
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