How do I sign up to Puddy?

Puddy's marketplace uses Facebook or Google+ open ID for all of your logins. You can also create your own Puddy custom login. 

I forgot my password. How do I reset it?

Click on 'Forgot Password?' and enter your email or username in order to reset your password.
You can also reset your password through either your Google or Facebook account.

Do you allow guest checkout?

Yes. You can choose not to create an account at Puddy when making a booking but it is not recommended. You are highly encouraged to sign up as all of your details will be saved in your account and you can benefit from any Puddy Pet Club loyalty schemes. Also, any future bookings that you make will become much faster and simpler.

What is an invoice ID?

An invoice ID is a number generated for your reference after every successful booking. 

Will I be charged any fees for making a booking?

You, the owner, will not be charged any admin fees by Puddy. 
Carers, we have adjusted our admin fee to absorb most of the transaction fees incurred from Stripe, the maximum Stripe fee you may get is 20p. 

How do I check my booking status?

Simply hover the cursor over your profile to activate the drop-down bar and click on “Booking History”. This opens up your Booking History page where you can access details of bookings that you have placed, including invoice ID, timestamp, service, and booking status.

Are the credit/debit card payments safe?

Puddy does not store nor handle any credit card details on our site. Our PCI level 1 compliant partners hold all your financial data securely; no one can access it, not even us!

How do I know that my online payment is secure?

Puddy uses Secure Socket Layer (SSL) technology which ensures that all connections on Puddy's server remain encrypted. This explains why the website address begins with “HTTPS” instead of “HTTP”. Our website is secured using a RapidSSL Certificate. Please click the “padlock” icon on the web browser for more details on the security certificate. Puddy also does not store any credit card details and payments are processed through Stripe. Our PCI Level 1 compliant partners hold all your financial data securely; no one can access it, not even us!

Can I cancel my booking and get a refund?

All bookings made on Puddy are considered to be final and binding. Thus we do not accept any booking cancellations once the booking has been paid. Please contact the pet carer directly if you need to have your booking cancelled. It is up to the carer's discretion whether they will accept a cancellation and provide a full refund excluding any transaction fees that have already been incurred. In addition, do note that the admin fee collected by Puddy is a fixed commission for facilitating a sale and thus will not be refunded. However, in rare cases where there is a problem with the pet carer, pet care listing description, or the service is undelivered, please refer to our dispute policy below.

I have a problem with my booking, what do I do?

If you have a problem with your booking, you should initially contact the pet carer directly to try and resolve the issue. If you find that the pet carer's response is unsatisfactory, Puddy will step in to mediate. You should always communicate through the website so that you will be protected by our Terms of Service.

How do I sign up as a pet carer?

Simply click on the “BECOME A PET CARER” tab on the top menu bar.

1. Sign up by registering your information or by using either your Facebook or Google+ account
2. Fill in your carer profile details 
3. Add your address
4. Link your Stripe account (this is the account that you will receive your payments with)
5. Click save
6. Wait for your information to be verified and accepted

Congratulations, you are now a pet carer on Puddy.

How do I post listings on Puddy?

Once you have signed up to be a pet carer simply hover over “PET CARER MENU” on the top menu and click on "Create New Listing".
Once you have filled in all the mandatory fields, you will be able to start listing your services immediately and begin earning!
 

Can I display my services in another currency?

No, unfortunately not. The current default currency on Puddy is the pound sterling (GBP), and we do not accept any other currencies at this point in time. Do set up your Stripe account in the United Kingdom and configure the currency in Stripe as GBP. If not, you might incur additional charges arising from foreign exchange differences between and the currency in your Stripe account.

Why can’t I log in to my profile?

If you can’t log in to your profile, it might be because there is a technical difficulty or you may have been banned by Puddy. You can raise a case by contacting Puddy directly by emailing info@puddypetcare.com.

How do I edit my listing information?

1. On your pet carer menu, hover and click on the “My Listings” tab to access all of your listings.
2. Choose the listing you want to edit, and click on the pencil sign.
3. You will be redirected to your specific listing's details page.
4. From there, you may edit any details you would like.
5. Once you are happy with the new details, click on “Save” and your edits will be reflected.

What is the 'Available To Book' button for?

Under "My Listings" there is an option for each listing to be "Available To Book". If you would like to remove a listing from being available, you can temporarily remove it from the marketplace using this function. Once you switched the button to “NO”, your listing will no longer be visible and searchable to other users. 

Why can’t I find the right service category for my listing?

You are only able to add an item under a particular category or sub-category if it has been created by us. If you can’t find the right category for your items, don’t worry! Simply drop Puddy an email at info@puddypetcare.com and we will review your request and add in the category for you.

How do I keep track of my earnings and booking activity?

Click the “My Puddy Stats” tab on the Pet Carer menu to access your sales page. Here, you are able to view the total quantity and revenue earned for each booking.

How can I keep track of bookings that I receive?

Click the “Booking History” tab on the dropdown menu when you hover over your profile to access your upcoming, ongoing and past bookings. 

Are there any subscription or listing fees on Puddy?

There are no listing fees or subscription fees charged, so you can list as many items as you like. However, Puddy collects an admin fee for each booking made. Drop Puddy an email to ask about this at info@puddypetcare.com.

How do I receive my Payout/Payment?

Stripe will credit any Payout/Payment directly to your Stripe account after every successful transaction. Stripe will transfer funds to your bank account based on the schedule listed in your dashboard. Your transfer schedule can be configured to simplify your accounting. We currently offer the option for funds to be transferred daily, weekly (on a custom day of the week), or monthly (on a custom day of the month). You can see all attempted transfers made by Stripe to your bank account on your dashboard.

Stripe states that a transfer has been submitted, but I have not received the money in my bank account yet. What is going on?

Stripe submits transfers every day, but most banks will only process the transfer on business days. This means that if Stripe sent you money on a holiday or a weekend, you will probably only receive the money in your bank account on the next day that your bank is open or within 5 business days. For transfers sent on business days, you should receive the money within 5 business days. If the transfer was submitted on a business day and you don’t receive the money in your bank account within 7 business days, this could mean that the transfer has failed or has been delayed in which case you should contact Stripe. Banks take 3-5 business days to inform Stripe about transfers that failed to go through, at which time Stripe will e-mail you about the issue and how to fix it. If you are concerned please do not hesitate to get in contact with Stripe. 

What services are prohibited on Puddy?

This policy is part of our Terms of Use which you can access via this link: https://www.puddypetcare.com/policy/terms-of-service.
By using the Puddy site, you are agreeing to this policy and our Terms of Use.
Puddy requires all pet carers and users to abide by the laws of the jurisdictions in which you are operating and selling.
Puddy does not allow any listing that through images or descriptions facilitate or promote illegal acts when applied under a specific context.
Puddy expects all users to only list pet care services that are legal. All listings must not present legal risks to our community, be inconsistent with Puddy values or be harmful to our members.

Why is my listing deleted/banned?

If any listing does not adhere to the listing policies in our terms of use, Puddy reserves the right to delete/ban it to maintain a comfortable environment for all users.

As a pet carer, am I employed by Puddy?

Puddy does not employ any of its users and any pet carers using the Puddy platform are independent contractors.
Puddy is solely an online marketplace agency where pet owners and pet carers can easily and safely connect through the Puddy platform.
Please read our Terms of Service to learn more via this link: https://www.puddypetcare.com/policy/terms-of-service.

What does vetted and verified mean?

In order to post a listing on Puddy, all pet carers have to sign up to the site and create a profile. The sign-up process includes mandatory personal details and documentation and a pet safety questionnaire. This information is used for identity checking, and each profile submission is individually and manually reviewed and approved/denied. These steps are taken to ensure the safety of all of our users. We take safety very seriously so if you would like to report anything on the Puddy site, please email us at info@puddypetcare.com

Can I meet a pet carer before booking with them?

Definitely, we encourage everybody to arrange a Meet & Greet beforehand. We urge you to arrange these meetings through the Puddy platform for safety reasons.
During a meet and greet, you can get to know each other, introduce the pet carer to your pet/s and it is a good opportunity to run the pet carer through the requirements you are looking for. You will also need to sort out a key pick-up and drop-off with your pet carer, this can also be done during the meet & greet. If after a meet and greet you do not feel happy to use the pet carer, there is no obligation to book with them. 

Does Puddy offer insurance? What does it cover?

We know that the safety of your pets and property is your top priority and ours too! With that in mind, we had a custom insurance policy made by an insurance company that specialises in pet care services in order for us to give you the best protection and peace of mind. 

Please note that in order to be covered by our insurance, you MUST book through the Puddy site. 

Our insurance covers:

  • Public liability
  • Care of animals
  • Loss of keys
  • Animal medical fees
  • And more! 

If you would like to discuss our insurance policy further please contact us at info@puddypetcare.com.

If an accident does occur please get in touch with us as soon as possible. Claims are time-sensitive and may not be accepted if you wait too long to notify us. Also, please be aware that there is a £100 excess fee which will be split 50/50 between the pet owner and pet carer unless it is clearly shown who is at fault and then that person will be responsible for the total excess. Any bills claimed under the excess amount will not be submitted.

What services are available on Puddy?

Our services include:

  • Dog Walking
  • Dog Sitting
  • Doggy Daycare
  • Dog Boarding
  • Cat Sitting
  • Small Pet Care (e.g rabbits, chickens, guinea pigs, snakes, fish etc.)
  • Pet Pick-Up/Drop-Off
     

The details of these services and what they entail can be discussed with each individual pet carer e.g if they include overnights, multiple visits.

If there are any services that you do not see and that you would like us to include, please email us at info@puddypetcare.com.

How do I pay the pet carer?

All payments must be carried out through the Puddy site, however, we do not discourage tipping the pet carers. 
This makes payments secure and means that you can benefit from our customer service, insurance and much more. 
If you pay your pet carer directly, you will be breaching the Terms of Service with Puddy and potentially putting your pet at risk.
 

Can I pay by cash?

No, unfortunately, we do not allow cash payments as all payments must be carried out through the Puddy site, however, we do not discourage tipping the pet carers. 
This allows payments to be secure and means that you can benefit from our customer service, insurance and much more. 
If you pay your pet carer directly, you will be breaching the Terms of Service with Puddy and potentially putting your pet at risk.

How do I determine my rates?

Puddy allows you to create your own prices so that you can price your services to suit your needs as a pet carer. 

Please note that these prices need to be within a certain range and if your prices are too high or too low you will receive a notice.

We recommend that you have a look at some other pet care listing prices in order to determine what a good price would be. 

TIP: It might be a good idea to keep your prices lower when starting out, and then increase them as you get more reviews and enquiries. 

What if I need to cancel a booking?

As a pet carer, you should never have to cancel a booking unless there is an emergency that you cannot help. If this happens, you will need to contact the pet owner immediately so that they can then find an alternative. Remember, pet owners, are trusting and relying on you and your services. 
As pet owners, you should also keep in mind that pet carers may lose other jobs opportunities if you cancel on them, so make sure to let them know as much in advance as possible if your plans change or are cancelled. 
All users should be respectful of each other's time and you should only post listings and make bookings when you are 100% sure that you are available.