Frequently Asked Questions
Find answers to the most common questions about using Pawtel.
Yes, creating an account and browsing service providers is completely free. You only pay when you book a service.
Download the Pawtel app, tap "Sign Up", and register with your email address or sign in with Google or Apple. Then select "Pet Owner" as your account type.
On the login screen, tap "Forgot password?" and enter your email address. You'll receive a 6-digit code via email. Enter the code and set a new password.
Yes, Pawtel is available on both iOS and Android devices.
The home screen shows an interactive map with available providers near your location. You can filter by service type (sitter, groomer, vet, trainer), minimum rating, and distance. You can also search by a specific address.
Yes. All service providers go through an application and approval process before they can offer services on Pawtel. Our team reviews their profile, qualifications, and documentation.
Booking on Pawtel is a collaborative process:
- Browse providers and select a service
- Send a service request via in-app messaging
- The provider reviews your request and confirms availability
- Once confirmed, you can proceed to pay and finalise the booking
Yes, you can select multiple pets when creating a booking. Some providers may charge an additional fee per extra pet, which will be clearly shown in the booking summary.
You can cancel a booking from the My Bookings screen. Please cancel as early as possible to allow the provider to adjust their schedule.
Pawtel accepts credit and debit cards through our trusted third-party payment provider. Apple Pay is also available on iOS devices. You can save multiple payment methods for quick checkout.
Absolutely. All payments are processed securely by our trusted third-party payment provider. Your card details are encrypted and never stored on Pawtel's servers.
Service providers may create discount codes for their services. You can enter a discount code during checkout to receive a reduction on the service cost. Codes may have expiration dates and usage limits.
If you need a refund, please contact our support team through the Help & Support section in the app or visit support.pawtel.app. Include your booking reference and the reason for the refund request.
There is no limit to the number of pets you can add to your Pawtel account. We recommend adding all your pets so providers have complete information.
If you have any safety concerns, please report them immediately through the Help & Support section, selecting "Safety & Trust" as the category. Safety reports are treated with the highest priority. For pet emergencies, contact your local veterinarian immediately.
Yes. Go to Profile → Privacy & Security → Delete Account. You'll need to confirm with your password. Account deletion is permanent and removes all your personal data from Pawtel.
Register for an account and select "Service Provider". You'll then go through our onboarding wizard which includes:
- Selecting your provider type (sitter, groomer, vet, trainer)
- Configuring your services and pricing
- Completing your professional profile
- Submitting for review and approval
The approval process typically takes 1–3 business days. You'll receive an email notification once your application has been reviewed. Ensure all information is complete and accurate to avoid delays.
If your application is not approved, you'll receive an email with feedback explaining what needs to be improved. You can update your profile and reapply from the app.
Requirements vary by provider type:
- Pet Sitters — Profile photo, home photos, description of experience
- Pet Groomers — Business details, insurance documentation, safety practices
- Veterinarians — Licence information, clinic details
- Pet Trainers — Certifications, qualifications, experience details
Go to Manage Services and Pricing from your Profile tab. Each service can be priced per service (fixed), per hour, or per day. You can also set additional fees for extra pets. Your currency is automatically determined by your country of registration.
Yes, you can offer as many services as you like within your provider type. For example, a pet sitter could offer boarding, daycare, dog walking, and home visits, each with their own pricing.
Use the Calendar screen to set your weekly schedule with available hours for each day. You can also mark specific dates as unavailable for holidays or personal time.
You'll see the pet's name, species, breed, age, weight, vaccination status, medications, special needs, dietary requirements, personality notes, and photos. This helps you prepare and decide whether to accept the booking.
Payments from pet owners are processed through our trusted third-party payment provider and deposited directly into your bank account. You'll need to complete identity verification and add your bank details during the payout setup process.
Pawtel charges a platform service fee on each transaction. This fee covers payment processing, platform maintenance, customer support, and marketing to connect you with pet owners. The fee is transparently displayed in your earnings breakdown.
After your profile is approved, you'll be guided through the payout setup:
- Upload a government-issued ID for identity verification
- Provide your personal details (name, date of birth, address)
- Enter your bank account details
You can also access this later from Bank Details in your Profile tab.
This means our trusted third-party payment provider requires additional information to complete your account verification. Tap the link to open the verification form and submit the requested documents.
Yes! Navigate to Discount Codes from your dashboard. You can create codes with custom percentages or amounts, set expiration dates, limit usage, and target specific services.
Go to your Profile tab and tap the edit button. You can update your name, phone number, and profile photo. For changes to your address, qualifications, or other onboarding details, please contact support.
Go to Gallery from the Profile tab. You can upload up to 20 photos with captions and categories. Quality photos of your space help attract pet owners.
In rare cases, profiles may be paused if there are concerns about service quality or compliance. You'll receive an email notification with the reason. Contact support if you believe this was done in error.
Your average rating and review count are displayed prominently on your profile. Providers with higher ratings and more reviews tend to attract more bookings. Consistently providing excellent service is the best way to build your reputation.