What can we help with?
Clear guidance for bookings, safety, payments, care updates, and building a trusted care business.
Guidance built around your role.
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Describe what happened and Copilot will explain the next safe step. It never replaces veterinary or emergency care.
Important rules, in plain language.
What happens if my caregiver cancels?+
We surface compatible replacement care and show any price change before you approve it. You can also use the refund available under your cancellation terms.
Can someone else provide my pet’s care?+
Only after you explicitly approve a separately verified substitute who is named on the booking.
What evidence is used in a dispute?+
Human reviewers consider care cards, messages, media status, GPS confidence, veterinary records, and both parties’ statements.
What if my pet has a medical red flag?+
Disclose medications, recent symptoms, mobility needs, bite history, and emergency contacts before requesting care so caregivers can make a safe decision.
When should I arrange a meet-and-greet?+
We recommend one for first bookings, complex routines, reactive pets, multi-pet households, and overnight stays.
Does declining an incompatible request hurt ranking?+
No. Safe declines are not penalized. Fit, quality, availability confidence, distance, and response reliability are considered separately.
What does a “consider” screening result mean?+
It means the report needs a fair human review. It is not an automatic rejection or a final activation decision.
How do I update capacity or availability?+
Set limits by service and keep your calendar current. Active bookings count toward capacity to prevent accidental overcrowding.
When do I receive payment?+
Your expected payout, fees, and timing appear before acceptance. Final timing can depend on service completion and payment processing.
Can I ask another person to cover a booking?+
Only through Pawly’s replacement flow and only after the pet parent approves a separately verified caregiver.
Still need support?
Send the team enough detail to route your question. You’ll receive a reference immediately.