Frequently Asked Questions
How do I become a client?
First, please submit a new client form. We will review your information and connect you with available Pals. If we do not have a booking available, we may put you on a waitlist.
How do I activate my account?
You will hear from us within 24-48 hours. Please check your email for a welcome message from PetPals. Click the activation link in the email, then set up your password to complete the account activation process.
How do I set up my pet's profile?
Log in to your account and navigate to "Pet Profile." Here, you can add details about your pet’s breed, age, medical needs, and any special instructions. Additional documentation and vet records can be uploaded directly into your profile under the “document” tab.
How do I change a service once its booked?
Log in to your PetPals account and go to the “My Services” section.
Locate the booking you’d like to change.
To cancel a service: Click on “Cancel Service” next to the booking. Confirm the cancellation, and be aware of any cancellation fees or policies that might apply.
To adjust the arrival time:
Select “Request Change” for that booking.
Enter your preferred arrival time and any relevant details, and “Save Changes”
Submit your request, and a PetPals team member will review it and confirm the changes or notify you of any further steps.
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I forgot my password. How do I reset it?
On the login page, click "Forgot Password?" Enter your email, and a reset link will be sent to you. Follow the link to create a new password.
How do I delete my PetPals account?
If you need to close your account, please contact our Admin team through the "Office Hours” or email us directly at admin@petpalspetsitting.com or petpalspetsitting.com
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How can I change my password?
In "Account Settings," select "Change Password." Follow the prompts to update your password. A confirmation may be sent to your registered email.
How do I update my payment method?
Under "Payment Methods" in the "Billing" section, you can add a new card or remove an existing one. Confirm any changes to keep your information secure.
How do I connect direct deposit?
In "Billing Preferences," select "Direct Deposit." Enter your bank information and complete the verification steps to link your account.
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How does billing work?
Billing occurs the 1st and 16th of every month. This way you only pay for what you received. We do not charge for future or “incomplete” services that are to our standards.
You’ll receive a receipt via email, and all past receipts are available in the "Billing" section of your account.
Can I add a tip for my pet sitter?
Yes, tips are greatly appreciated! You can add a gratuity directly to your invoice preferences, when booking the service, during checkout, or after the service has been completed. Just email us or message us on our app with questions!
How do I remove or change my payment method?
Go to the "Billing" section and select "Payment Methods." You can add a new card, set it as your primary method, or remove an existing card from your account.
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How can I communicate with my pet sitter?
You can use our in-app messaging system to stay in touch with your sitter before, during, and after each service. This feature ensures 24/7 communication for any updates or quick questions.
How do I know when my pet sitter arrives and leaves?
You’ll receive real-time updates through the app. When you book services, your window will be a 3hour arrival time. This is to account for Pals travel time between services.
Can I receive live updates on my pet?
Yes! Our team provides live updates and photos during your pet’s session, accessible through the app. These updates give you peace of mind while you’re away and will include GPS time stamped locations/walking routes.
Where are we located?
We live right around the corner! To better serve the community PetPals operates within the community. We hire dedicated and passionate people all across Portland, so our Pals may be your neighbor!