Pet Owner Guide
Everything you need to know about finding trusted pet care, managing your pets, and booking services on Pawtel.
Creating Your Account
To get started with Pawtel, download the app and create an account using your email address. You'll need to provide:
- Your first and last name
- A valid email address
- A secure password (minimum 6 characters)
- Your country (this determines your local currency)
- Phone number (optional but recommended)
You can also sign up using your Google or Apple account for a quicker registration.
Choosing Your Account Type
After registering, you'll be asked to select your account type. Choose Pet Owner to access all the features for finding and booking pet care services.
Completing Your Profile
Once registered, we recommend completing your profile by adding a profile photo, your phone number, and your address. This helps service providers understand who you are and provide the best care for your pets.
Tip: A complete profile with a photo builds trust with service providers and increases the likelihood of your booking requests being accepted.
Map-Based Search
The home screen displays an interactive map showing available service providers near your location. Each provider is shown as a pin on the map with their profile photo and starting price.
Provider Types
Pawtel connects you with four types of pet care professionals:
- Pet Sitters — Home-based boarding, daycare, and dog walking
- Pet Groomers — Full grooming, nail trimming, bathing, and styling
- Veterinarians — Consultations, vaccinations, dental care, and health checks
- Pet Trainers — Obedience training, behavioural correction, and puppy classes
Filtering Providers
Use the category buttons at the top of the map to filter providers by type. You can also use the filter menu to narrow results by:
- Service provider type
- Minimum rating
- Distance radius from your location
Searching by Location
Use the search bar to find providers near a specific address. Pawtel will show you providers in the area you searched and drop a pin on the map.
Viewing Provider Profiles
Tap on any provider to view their full profile, including their services, pricing, reviews, availability, photos, and qualifications. From here you can start a conversation or request a booking.
Adding a Pet
Navigate to the Pets tab to add your pets. For each pet you can provide:
- Name, species, breed, age, weight, and gender
- A profile photo
- Vaccination and neutering status
- Medications and special dietary requirements
- Personality traits and behavioural notes
- Veterinary and insurance information
Why Pet Profiles Matter
Detailed pet profiles help service providers prepare for your pet's care. Medical information ensures your pet's safety, and personality notes help providers create the best experience for your furry family member.
Tip: Keep your pet's medical information up to date, especially vaccination records and current medications. This is essential for your pet's safety during care.
Editing Pet Details
You can update your pet's profile at any time from the Pets tab. Tap on a pet to view their full details, then edit any field.
How Booking Works
Pawtel uses a request-based booking system to ensure both pet owners and service providers are aligned before any commitment:
- Browse & Select — Find a provider and choose the service you need
- Send a Request — Send a service request through the in-app messaging system
- Provider Confirms — The provider reviews your request and confirms availability
- Pay & Book — Once the provider confirms, you can proceed to pay and finalise the booking
- Enjoy the Service — Your pet receives great care!
Selecting Your Pets
When creating a booking, you'll select which of your pets will be included. The provider can see your pet's profile details to prepare for their care.
Choosing Dates & Times
Select the dates and, where applicable, time slots for your booking. The provider's availability calendar will show you which times are open.
Managing Your Bookings
View all your bookings in the My Bookings screen, organised by status:
- Awaiting — Pending provider response
- Upcoming — Confirmed bookings
- Completed — Finished services
- Cancelled — Cancelled or declined bookings
Payment Methods
Pawtel supports secure payments through our trusted third-party payment provider. You can save multiple payment methods including credit and debit cards. Apple Pay is also available on iOS devices.
How Pricing Works
Service providers set their own prices, which can be structured as:
- Per service — A fixed price for the service
- Per hour — An hourly rate
- Per day — A daily rate (common for boarding and daycare)
Some providers may charge an additional fee per extra pet.
Discount Codes
Service providers may offer discount codes for their services. You can apply a discount code during checkout to receive a reduction on the service cost.
Booking Summary
Before confirming payment, you'll see a full cost breakdown including the service fee, any additional pet fees, discount applied, and the platform service fee. All prices are displayed in the provider's local currency.
Payment Security
All payments are processed securely through our trusted third-party payment provider. Your payment details are never stored on Pawtel's servers.
Starting a Conversation
You can message any service provider directly from their profile page. Use messaging to discuss your pet's needs, ask questions about services, or coordinate booking details.
Message Features
- Send and receive text messages in real time
- Share images and documents
- Share your pet's profile with the provider
- Receive booking updates and confirmations
Managing Conversations
Access all your conversations from the Inbox tab. Unread messages are indicated with a badge. You can archive or delete conversations as needed.
Leaving a Review
After a completed booking, you'll have the opportunity to leave a review for the service provider. Reviews include:
- A star rating (1 to 5 stars)
- A written comment about your experience
Why Reviews Matter
Your reviews help other pet owners make informed decisions and help service providers improve their services. Honest, constructive feedback is encouraged.
Personal Information
Update your name, phone number, profile photo, and address from the Profile tab. Tap on your profile card at the top to access the edit screen.
Privacy & Security
- Biometric Login — Enable Face ID or Touch ID for quick, secure access
- Two-Factor Authentication — Add an extra layer of security with email-based verification codes
- Session Timeout — Set automatic logout after a period of inactivity
- Change Password — Update your password at any time
- Data Export — Download a copy of all your personal data
- Delete Account — Permanently delete your account and all associated data
Notifications
Customise which notifications you receive, including booking updates, new messages, and platform announcements.
App Settings
- Distance Units — Choose between kilometres and miles
- Currency — Automatically set based on your country
Verified Providers
All service providers on Pawtel go through a verification and approval process before they can offer services. This includes profile review and identity verification.
Secure Payments
All payments are processed securely through our trusted third-party payment provider. Your financial information is encrypted and never stored on our servers.
Reporting Concerns
If you experience any safety concerns or inappropriate behaviour, you can report it through our support portal. Safety reports are treated with the highest priority.
In-App Support
Access Help & Support from the Profile tab. You can:
- Browse quick help topics by category
- Submit a support ticket
- Email our support team directly
Support Portal
Visit support.pawtel.app to submit a detailed support request. You'll receive a ticket number and email confirmation, and our team will respond within 24–48 hours.
Emergency
If your pet is experiencing a medical emergency, please contact your local veterinarian or emergency animal hospital immediately. For urgent app-related issues, submit a support ticket marked as critical priority.