FAQ’s Pet Owners

Pet Stays know that every pet and pet parent are individuals and need unique care. We aim to match you with the perfect Pet Sitters and Dog Walkers, offering that extra special personalized touch unlike some boarding kennels. They can even come to your house! We plan on providing the most safe, secure, and fun time for your pet.

Many of our Sitters and Dog Walkers have experience caring for: Puppies Rescue dogs Older dogs Disabled dogs Dogs that require medication Dogs with separation anxiety Injured animals Cats and other animals Fish Guinea pigs And every pet in between! Some Sitters have pets of their own for your dog to play with, while others offer plenty of one-on-one attention. Read verified reviews from pet parents like you, browse Sitter and Dog Walker profiles, and then contact a Sitter or Dog Walker who seems like a perfect match. Once you’ve found a nearby Sitter or Dog Walker, communicate your dog’s needs to them. Being upfront about any special requirements is the best way to find the perfect match for your animal. Is your dog a digger, howler, jumper, escape artist etc? Does your cat tend to scratch or like to talk and meow? Before you book, schedule an in-person Meet & Greet. It’s totally free, and a great way to confirm you’ve found your dog’s other best friend.

If you still have not found the right person for your pet, please send an e-mail to contact@petstays.net.au and we will do our best to accommodate all your requirements.

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All pets are accepted at Pet Stays, as long as there’s a Sitter who can cater for your pet – we welcome their stay! Please note though that only cats and dogs are covered through our insurance. Unlike dogs and cats, some animals are more difficult to transport and thus may require the Sitter to come to your home.

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Rates vary due to the nature and varied services that our Pet Sitters provide. Reading over their profiles you will be able to make an informed choice by seeing exactly what they offer, such as grooming, dog walking, etc. Generally speaking, they will offer Pet Hosting – care in your home or care in your own home. Both options will have a rate time period of 24-hours. So, if your stay exceeds the last 24-hour period your Pet Minder may charge an additional rate beyond the 24-hour rate, which can be discussed with them. It is recommended to discuss this information on both Pet Stays messaging and also during a Meet & Greet so it’s easy for everyone to be clear the details of both the services provided and the rate agreed to.

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To find a Pet Sitter on Pet Stays, you will need to follow these steps: Sign up on our website, and create a free profile; List your pets at the bottom of your Dashboard – this means the Pet Sitters will be able to see loads of information on your pets, to see if they can provide the level of care your pets need! Search your location; Select the service you are looking for and add the dates; Then you’ll have a list of Pet Sitters that match your criteria. It is just that easy. Check their profiles, the rates they offer, reviews they’ve received, and services they provide. Then, if you feel comfortable that a specific Sitter is the perfect match for your animal family, send a message.

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Our Pet Stays team individually reviews each Pet Sitter application before the profile is listed on our website. We screen each profile and evaluated based on content, photos, experience, testimonials, etc. We require all our Pet Sitters to provide our customers with service and an above and beyond experience. We offer support and ongoing tips to our Pet Sitters and reinforce their responsibilities and the quality of the service we expect from them. We continue to offer ongoing support and evaluate their performance based on their response rates, average response time, service rating and reviews. If we notice that a Pet Sitter fails to comply with our policies or quality standards, their profile will be removed from the Pet Stays website. The best way for you as a pet owner to evaluate our pet Sitters is to look at the community ratings, testimonials and reviews from past clients. We also highly recommend you to have a meet-and-greet before the start of the pet service to help you better evaluate whether the Pet Sitter is the perfect match for you and your pet(s).

All payments must be made through the Pet Stays website for current and future bookings. This ensures sure that your pet’s stay is covered by our insurance and that you have access to our customer service team in case something were to happen. Unfortunately, if payments are made off the website, it can result in us having to suspend both the Sitter and owner accounts and sometimes remove them from our website. We know you will understand and support us with this. If you have any questions regarding this, feel free to ask!

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We definitely encourage your feedback. Our feedback system is very important to all our clients-pet owners, Pet Sitter and Pet Stays. The review that you leave after a booking with a certain Pet Sitter: Allows Pet Sitters to improve and strengthen their profile and skills to provide an even more exceptional service next time. Is read by both owners and Sitters. It increases the standard of quality of all Pet Stays, Pet Sitters and also helps give other owners an informed and reassured decision when making their choice. Helps improve our inspection services, online features and improvements into the criteria for choosing amazing Pet Sitters. You will be able to leave a review and give your Pet Sitter a rating once you have confirmed the end of stay. To confirm the end of stay and provide feedback about your Pet Sitter, you will need to follow these steps: Log into your Pet Stays account; Go to your Inbox; Go to Current Stays, and to your booking request with the Sitter you have just used; Click on the “Confirm End of Stay” You will be prompted to give a star rating and leave a review. Only then will the funds be released to the Sitter.

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If you have not paid for your upcoming booking ,you can cancel the booking very simply. Go into your booking requests and click on the cancel button. This will cancel your booking request with that Pet Sitter/Walker. The Pet Sitter will then be notified of the cancellation. To process the cancellation of an upcoming booking, which has been paid for, you will need to email us at contact@petstays.net.au. We will then organise the cancellation and refund of your booking. Please be aware, when a pet owner cancels a booking, the minder’s chosen cancellation policy will apply and so the amount refund will be subject to their cancellation policy.

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Keeping in accordance with our Privacy Policy, Pet Stays does not display the Sitter’s contact information publicly. To get in contact with the pet Sitter you will need to fill out the contact form on their profile. Once you have sent this booking request through to the Pet Sitter you will be able to request to see their phone number. To do this you will need to click on the “Share Contact Details” button and they will have to accept this request. Once you have these details you can go ahead and organise your Meet and Greet.

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As the Pet Owner if you have accidently created a duplicate request and the details are exactly the same, you can ignore and decline the duplicate. Declining a pet stay will not affect your response rate or other statistics.

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If you have not yet paid for your booking, you can make such changes. Go to the message with the Pet Sitter and click ‘Modify Booking’. Choose the new dates of your booking. Then click the ‘Submit’ button. The Pet Sitter will get a notification that you’ve changed the dates. If you have already made your payment, please contact the Pet Stays Team at contact@petstays.net.au and we will organize the modification for you.

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Feel free to send the Pet Sitter a reminder message! If you do not hear back from the Sitter, please do not worry. We have many other trusted Sitters on the Pet Stays Team. You can make a new request with various Pet Sitter’s in your area. If you need help contacting a Pet Sitter, connect with one of our amazing Customer Service Team either by phone or email – contact@petstays.net.au and they will help further.

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To Confirm the End of your pet’s stay you will need to: Log into Pet Stays and go to your Inbox Go to Current Bookings Go to your booking request with the Pet Sitter you just used, Click on the “Confirm End of Stay” button You will now be prompted to leave a review for the Pet Sitter and give them a rating for their service The funds will then be released to the Pet Sitter on a successful completion of their job.

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