Service Provider Guide
Everything you need to set up your profile, manage bookings, handle payments, and grow your pet care business on Pawtel.
Creating Your Account
Download the Pawtel app and register with your email address, or sign up using Google or Apple. After creating your account, select Service Provider as your account type.
Provider Types
Pawtel supports four types of service providers:
- Pet Sitter — Offer boarding, daycare, dog walking, and home visits
- Pet Groomer — Provide grooming services (independent, mobile, or salon-based)
- Veterinarian — Offer veterinary consultations and care
- Pet Trainer — Provide obedience, behavioural, and puppy training
The Onboarding Process
Becoming a Pawtel service provider involves a guided setup wizard with four steps:
- Service Type — Select the type of pet care services you offer
- Services & Pricing — Configure your services with pricing
- Profile Information — Complete your professional profile
- Verification — Submit your profile for review
What You'll Need
Depending on your provider type, you may need to provide:
- A profile photo
- Photos of your home, business, or clinic
- Your address and contact details
- A description of yourself and your experience
- Business registration details (groomers, vets)
- Insurance documentation (groomers)
- Licence information (vets)
- Professional qualifications and certifications
Approval Process
After submitting your profile, our team will review your application. You'll receive an email notification once your application has been reviewed. If your application is not approved, you'll receive feedback on what to improve and can reapply.
Note: The approval process typically takes 1–3 business days. Ensure all information is accurate and complete to avoid delays.
Profile Information
Your profile is what pet owners see when browsing for providers. It includes:
- Your name and profile photo
- Service type and specialisation
- About me / bio section
- Services offered with pricing
- Photo gallery of your space or business
- Reviews and ratings from pet owners
- Your location and service area
Editing Your Profile
Access your profile from the Profile tab. Tap the edit button to update your personal information, phone number, and profile photo. Some fields like your address and qualifications are set during onboarding and may require contacting support to update.
Tip: A detailed, well-written profile with quality photos significantly increases your visibility and booking rate. Pet owners are more likely to book providers they feel they can trust.
Your Services
Navigate to Manage Services and Pricing from your profile to view, add, edit, or remove services.
Pricing Options
- Per Service — A fixed price for the complete service
- Per Hour — An hourly rate
- Per Day — A daily rate (ideal for boarding and daycare)
Additional Pet Fees
You can set an additional fee per extra pet if a pet owner books for more than one pet at a time.
Currency
Your service prices are displayed in the currency associated with your country of registration.
Adding New Services
You can add new services at any time. Each service requires a name, price, and pricing type. You can also add a description, estimated duration, and maximum number of pets per session.
Setting Your Availability
Use the Calendar screen to manage your weekly availability schedule. Set your available hours for each day of the week.
Date Overrides
Mark specific dates as unavailable (e.g., holidays, personal time) or add special availability for dates outside your regular schedule.
Viewing Bookings
Your calendar displays all confirmed bookings colour-coded by status. Tap any booking to view its full details.
Tip: Keep your availability calendar up to date. Pet owners can see your available times when browsing your profile, and accurate availability leads to fewer declined bookings.
Receiving Booking Requests
When a pet owner sends a service request, you'll receive a notification. You can review the booking details including the pet's information, requested dates, and service type.
Accepting or Declining
From the Bookings tab, you can:
- Accept a booking request to confirm the service
- Decline if you're unavailable or unable to provide the service
Booking Statuses
- Pending — Awaiting your response
- Accepted — Confirmed and upcoming
- Completed — Service has been delivered
- Cancelled — Cancelled by you or the pet owner
Viewing Pet Details
Each booking includes the pet owner's profile and their pet's details, including species, breed, medical information, personality notes, and any special requirements. Review this information carefully before accepting a booking.
Completing a Booking
After delivering the service, mark the booking as complete. The pet owner will then have the opportunity to leave a review.
Communication
Use the Inbox tab to manage conversations with pet owners. Messaging is essential for:
- Discussing service details and pet requirements
- Confirming availability before booking
- Coordinating pickup and drop-off times
- Sending updates during the pet's stay
Responding Promptly
Quick responses to messages and booking requests build trust with pet owners and improve your visibility on the platform.
Setting Up Payouts
After your profile is approved, you'll be guided through the payout setup process. This involves:
- Verifying your identity with a government-issued ID
- Providing your personal details (name, date of birth, address)
- Adding your bank account details for receiving payouts
All payment processing and identity verification is handled securely by our trusted third-party payment provider.
How You Get Paid
When a pet owner pays for your service, the payment is processed through our trusted third-party payment provider. After the platform service fee is deducted, the remainder is paid out to your bank account.
Platform Fee
Pawtel charges a platform service fee on each transaction. This fee covers payment processing, platform maintenance, customer support, and marketing to help you reach more pet owners.
Viewing Your Earnings
The Earnings tab provides a detailed breakdown of your revenue, including:
- Total gross and net earnings
- Earnings by service type
- Number of bookings per period
- Revenue trends over time
You can view your earnings by week, month, or year.
Bank Details
Access Bank Details from the Profile tab to view your payout account status, update your bank details, or complete any outstanding verification requirements.
Receiving Reviews
After a completed booking, pet owners can leave a review with a star rating and written feedback. You'll receive a notification when a new review is posted.
Building Your Reputation
Your average rating and review count are prominently displayed on your profile. High ratings help you appear higher in search results and attract more bookings.
Tip: Providing excellent, reliable service is the best way to earn great reviews. Respond to booking requests promptly, communicate clearly, and go the extra mile for your clients' pets.
Creating Discount Codes
From the Discount Codes screen, you can create promotional codes to attract new customers or reward loyal ones. When creating a code you can set:
- The discount percentage or amount
- An expiration date
- Usage limits (total uses and per-customer limits)
- Which services the code applies to
Managing Codes
View all your active, expired, and disabled codes. Track how many times each code has been used and disable codes at any time.
Showcasing Your Space
The Gallery screen lets you upload photos of your home, business, or workspace. Pet owners can view these photos on your profile, which helps build trust and gives them confidence in your service.
Managing Photos
You can upload up to 20 photos to your gallery. Add captions and categorise each photo. Remove photos at any time.
Tip: High-quality, well-lit photos of your space make a strong impression. Show where pets will sleep, play, and be cared for.
Profile Tab Menu
From the Profile tab you can access:
- Manage Services and Pricing — Edit your services
- Calendar — Manage your availability
- Gallery — Manage your photos
- Bank Details — View and update payout information
- Notifications — Customise notification preferences
- Help & Support — Get assistance
- About — App information and version
Privacy & Security
The same security features available to pet owners are available to service providers, including biometric login, two-factor authentication, session timeouts, password management, data export, and account deletion.
In-App Support
Access Help & Support from the Profile tab for quick access to common help topics and the ability to submit a support ticket.
Support Portal
Visit support.pawtel.app to submit a detailed support request. Select "Service Provider" as your account type and choose the relevant category for fastest assistance.
Payout & Verification Issues
If you're experiencing issues with your payout setup or identity verification, check the Bank Details screen for any action required items. If the issue persists, contact support with your ticket number.