Help centre

Pick the service you want, choose a date and time, and tell us which pet it is for. You will see the price before you confirm anything.

If it is your first booking you will be asked to add your pet and sign the client agreement first. After that, booking again takes under a minute.

Sometimes. Bookings far enough ahead are accepted automatically. Bookings that are soon, or unusual, we look at first.

Either way you will get an email, and your bookings page always shows the current status. Nothing is confirmed until you see it say so — please do not assume.

Yes, if the owner has asked you to. That is one of the things you confirm when you sign the client agreement. You will need their permission to share the pet’s health and vet details with us.

As far ahead as our diary is open. If the day you want is not showing, it is either full or outside our working hours — send us a message and we will tell you which.

Because we are the ones holding the lead. Knowing that your dog bolts through open doors, guards its bowl, or is nervous of men in hats changes what we do on the day — and it is much better to know before than after.

Most of it takes one pass to fill in and you never touch it again unless something changes.

No. Only your pet’s name, species and size are required. Everything else is optional and you can add it whenever you like.

We would strongly encourage you to add your vet and answer the temperament questions, though. Those two are the ones that matter on a bad day.

Anything you would want a stand-in to have. Most people upload:

• the vaccination card or record
• the pet insurance certificate
• a letter or care plan from the vet, if there is a condition
• the microchip paperwork
• a behaviourist’s report, if you have one

Photos of paper documents are fine. They only need to be readable.

Not necessarily — but tell us. A lot of dogs with a history are perfectly manageable once you know the triggers, and we would far rather plan around it than be surprised by it.

What we cannot work with is finding out afterwards. Hiding a bite history puts people and other animals at risk, it can void insurance, and it is a breach of the client agreement.

A plain-English form that says three things: you are asking us to look after your pet, you have told us the truth about it, and here is what we may do if there is an emergency.

You can read the whole thing before you sign it. It is about two minutes of reading.

No. Once is enough. We only ask again if we change the wording in a way that changes what you agreed to — and then we tell you what changed rather than quietly resetting it.

A figure you set. If your pet needs a vet and we cannot reach you, we can approve treatment up to that amount without waiting.

Above it, we keep trying to reach you and your emergency contact first — unless a vet tells us waiting would be cruel or dangerous. You can set it to zero, which means we always call you first, whatever the delay.

Yes. Open the agreement page any time to change the spending limit, your emergency contact, off-lead permission, or whether we can use photos of your pet publicly.

After a booking is accepted you get an invoice with a due date. Paying it secures the slot. If the invoice is not paid by then, the booking can lapse and the time goes back into the diary — we will warn you before that happens.

What you get back depends on how much notice you give. The exact refund is worked out and shown to you before you confirm the cancellation, so there is never a surprise.

You also have a 14-day right to change your mind on anything booked online — with one catch, explained in our terms.

Payments go through Stripe. We never see your full card number and we do not store it.

Vet fees, and anything we have to buy for your pet during a booking — food if we run out, a replacement lead, a locksmith if we are locked out and cannot reach you. We always show you the receipt.

We call you first. If we cannot reach you and it needs a vet, we take it to one — yours if we can get there, otherwise the nearest that can help.

This is exactly why we ask for the out-of-hours number. Most practices divert to a separate emergency service at night, and the daytime number just rings.

We stay and search, we call you immediately, and we report it to the local dog warden and nearby vets. We will not go quiet on you and we will not wait until the end of the booking to say something.

Ask us and we will send you our current certificate of insurance before you book.

They are labelled with a code, never with your name or address, and kept somewhere secure. We give them back at the end of the booking unless you ask us to hold them for next time.

Alarm codes, where the water stop tap is, anyone else who might let themselves in, and anything that would alarm someone who did not know about it. Put it in the care notes when you book.

Email us and we will sort it within a month, free. Some records — paid invoices, mainly — we have to keep for six years for tax. Everything else can go. The privacy policy has the full detail.

Yes, immediately and without giving a reason. Turn it off on the agreement page. You will still get photos of your own pet during bookings — that is part of the service and is separate.