Bookings and Jobs

Bookings & Jobs General Information

Why should I book via “Don’t Fret Pet!”?

You benefit from our experience of providing pet care since 1993.

You are covered by public liability protection for all Bookings of up to $10 million under our insurance.

Each Booking created through “Don’t Fret Pet!” has reviews on both the Pet Owner and the Pet Service Provider giving the added protection of accountability on all parties.

The knowledge that your Pet Service Provider has support from “Don’t Fret Pet!” should they need it.

You are able to access photo updates of your pet/s via your “Don’t Fret Pet!” inbox.

A percentage of all payments is forwarded to the World Wild Fund for Nature (previously World Wildlife Fund) whose mission is to halt the decline of threatened animals and to support their recovery.

You are using an 100% Australian founded and owned business. We have also insisted on using Australian developers for our site so that we are supporting Australian businesses.

What is the difference between a Booking and a Job?

A Booking is raised when you search for, select and then approach a Pet Service Provider about a service you require for your pet.

A Job is raised when you post an ad for a service you need and the Pet Service Providers contact you.

How do I make a Booking or post a Job?

Making A Booking:

Click on Find Pet Service Providers (Make a Booking)

When you click on Find Pet Service Providers in the top menu you can then narrow down your search by location, dates and what service you are looking for.  You also make a Booking by clicking on Make A Booking on your Dashboard.

If you are looking for a pet sitter to mind your dog in their home (Pet Boarding – away from home) you can then also do an Advanced Search which enables you to put in more details that will find the most suitable sitters for your dog which, from our experience of minding dogs since 1993, we know is very important.

The Advanced Search function enables you to be more selective of the Pet Service Provider with whom you would like your dog to stay.  You can narrow your search down to those who meet your specific requirements in relation to dogs, cats and young children living in the Pet Service Provider’s home.

Once you have found a Pet Service Provider who appears suitable for your pet you can check on their availability and see more information about them.  If you are happy with the information provided you can then contact them via the Booking form to start the communication process.

Once you have done this a Booking will be added to the Pending Bookings area of your Dashboard.

You can approach more than one Pet Service Provider.  A Booking will be raised for each one that you approach but you can then cancel the Bookings that don’t proceed and just continue with the Booking that contains the most suited Pet Service Provider.

 

Posting A Job

If you would prefer to post a Job and have the Pet Service Providers contact you, you can do this by clicking on Post A Job in the top menu or on your Dashboard.

When you Post A Job you provide the information about what type of service you are looking for and what total price you are willing to pay for that service.  There is a 5% Job Advertising Fee, which is capped at $25.00, that will be added onto your total price.  If you don’t accept any of the applicants you will not be charged this fee.

Once you have posted your Job the Job will appear in the Pending Jobs area of your Dashboard.  You will now be contacted by Pet Service Providers who are available and interested.  You will be able to view their profiles and contact those who are most suitable.  We recommend that you let those you aren’t interested in know that you don’t require their service so that they don’t keep those dates locked in for you.

Do you have any age limits for pet boarding?

There is no minimum age for a pet to be able to receive a service from a Pet Service Provider.

However, in the case of your pet being a puppy or kitten, you need to be fully aware that until they have had all their vaccinations their immune system is not fully functional and they are at a greater risk of contracting diseases. They need to be kept away from other dogs or cats until they are fully vaccinated, usually at 14-16 weeks of age.

This means you need to ensure the Pet Service Provider is happy to adhere to a single Booking only and not have any other guests booked in at the same time as your puppy or kitten.

Even given this condition, it needs to be remembered that diseases such as parvo virus can linger in the soil up to 12 months after an infected dog has been there, so even if no other dog or cat is physically present, until full vaccination has occurred there is still a risk.

What if the original Pet Service Provider can no longer provide the service booked?

Thankfully this is a very rare occurrence, however, there are times in life where this may be unavoidable.

If a Pet Service Provider is unable to honour their Booking with a Pet Owner they are to notify both the Pet Owner and ”Don’t Fret Pet!” immediately. We suggest the Pet Owner also notifies “Don’t Fret Pet!” immediately and we will then work with the Pet Owner to find another suitable Pet Service Provider. Should a suitable alternative not be able to be found, a full refund will be given to the Pet Owner.

The reasoning behind any reported cancellations are investigated and if a Pet Service Provider is found to be unreliable they will be removed from our portal.

What if I am delayed in getting back to pick up my pet?

Sometimes, delays happen in travel that are totally out of our control. These times can be very frustrating for all involved not just the travellers. It is important to remember that delays can impact on your Pet Service Provider’s ability in fulfilling other commitments to Pet Owners.

It is vital that you contact both the Pet Service Provider and “Don’t Fret Pet!” immediately any delay is discovered. Payment for any extended time and food, if required, will also need to be arranged immediately upon the Pet Service Provider confirming their ability to accommodate the extension to  the Booking.

How do I make changes to my Booking or Job?

Occasionally, things change with your travel plans and you need to modify your Booking or Job after it has been booked with a Pet Service Provider.

While you can edit and make changes to a Job you have posted, all modifications to Bookings are done by one of the fabulous Customer Service team at “Don’t Fret Pet!”.

HOWEVER…..

For any scenario, it is imperative that you get in touch with your Pet Service Provider FIRST, to confirm their availability, if applicable, and their acceptance of the change.  You can do this via the Chat function on your Booking or Job.

 

Cancelling part of a paid Booking

If you need to cancel part of your Booking…. once you have confirmed any changes with the Pet Service Provider, then visit your Booking in your dashboard and click on ‘Modify’ to request a Booking modification. A “Don’t Fret Pet!” team member will be in touch to discuss the changes required.

To change dates on a Job you can edit the Job.

 

Extending Booking or Job dates

Once you have confirmed any changes to dates with the Pet Service Provider, then visit your Booking in your dashboard and click on ‘Modify’ to request a Booking modification. A “Don’t Fret Pet!” team member will be in touch to discuss the changes required.

To extend the dates on a Job you can simply edit the Job and change the dates and the rate payable that has been discussed with the Pet Service Provider.

If your Booking or Job have already completed and you need to cover additional payments to the Pet Service Provider you just need to add a new Booking and request the service of the same Pet Service Provider.

 

Adding another pet

If you need to add an additional pet to your Booking…. once you have confirmed any changes with the Pet Service Provider, return to your profile and, if not already listed, add the new pet.  Then visit your Booking in your dashboard and click on ‘Modify’ to request a Booking modification. A “Don’t Fret Pet!” team member will be in touch to discuss the changes required.

To add another pet to a Job you can just edit the Job however, as previously stated, you need to confirm this with the Pet Service Provider first.

 

Adding an extra service

If you need to add an additional service to your Booking…. once you have confirmed any changes with the Pet Service Provider, return to your Booking that requires the change and click on ‘Modify’.  A “Don’t Fret Pet!” team member will be in touch to discuss the changes required.

If you require additional services on a Job you need to include these in your description of the Job and ensure the rate you offer for the Job is substantial enough to cover the additional services.

 

What You Need To Know If Your Pet Is Being Minded

Can Pet Service Providers mind my pet in their home?

To have a Pet Service Provider care for your pets in their home you would need to book a Pet Service Provider that provides Pet Boarding (away from home).

Can Pet Service Providers do pet sitting at my place?

To have a Pet Service Provider live in your home and care for your pets you would need to book a Pet Service Provider that provides House Sitting.

To qualify as a House Sitter our Pet Service Providers must have provided a clear police background check done within the last 12 months.

A Pet Service Provider that qualifies to do House Sitting will have a Police Checked badge in their listing.

Can Pet Service Providers visit my pets in my home?

To have a Pet Service Provider visit and care for your pets at your home you would need to book a Pet Service Provider that provides Home Visiting.

To qualify as a Home Visiting Sitter our Pet Service Providers must have provided a clear police background check done within the last 12 months.

A Pet Service Provider that qualifies to do House Sitting will have a Police Checked badge in their listing.

If my pet is going to stay in the home of a Pet Service Provider what should I pack for them to take with them?

Each pet has individual needs and, as such, what they need to take on holiday with them will be unique to them. The following is a general idea of items to pack:

  • All their dietary requirements for the days they are holidaying. It is always best to pack a little extra food to cover any extra days should you be delayed in returning.  Pack what they normally eat at home as a change of diet is not a good idea when staying in a different place as this can lead to an upset tummy.
  • Their usual food and water bowls
  • Any medication they require
  • Any treats they may need
  • Lead
  • Collar which should be worn at all times with identification tags attached
  • Your pet’s usual bedding so that they have something very familiar with them
  • Copy of an up to date vaccination certificate
  • If your pet is a dog – disposable Puppy Pads if used and a sufficient supply of poo bags
  • If your pet is a cat – cat litter tray with sufficient litter to cover litter changes for the period of time your cat is in care
  • Grooming brush
  • Their favourite toys
  • A harness for travelling in the car with seat belt attachment or your pet’s usual travelling crate

For my pet to stay in the home of a Pet Service Provider do they need to be microchipped?

Microchipping for dogs and cats is now compulsory in VIC, NSW, ACT, QLD and WA, and only compulsory for dogs in Tasmania. It is important to microchip your pet so that, in the event they become lost at any time and get handed in to a pound or a local vet, they can easily be identified by scanning their microchip and be quickly returned to you.  Please ensure that your contact details are correct on your pet’s microchip register.

Is there a limit to how many pets I can book to stay in the home of a Pet Service Provider?

Limits vary by state as to the number of pets a Pet Service Provider can care for at any one time. However, Victoria’s Code of Practice for Home Based Pet Sitting only allows up to two pets to be minded at a Sitter’s home at one time. If you are a Victorian based Pet Owner and you have more than two pets, we have a couple of options for you to choose from:

  1. Book a House Sitter to come and stay at your home
  1. Book your pets to stay with separate pet sitters so that the total any pet sitter has at one time is two visiting pets

In other states, each local council has their own rules and regulations and they can differ so it is best to look up your local council to confirm their requirements.

What types of pets do the Pet Service Providers accept?

Any type of domesticated and farm pets are acceptable providing there is a Pet Service Provider available that is willing to care for your type of pet.

Are there any breeds of dogs that will not be accepted?

We will not accept any breeds that have been deemed to be restricted or any dogs that have been classified as restricted.

Is there a minimum age for puppies or kittens for pet boarding?

We do not have an across the board minimum age for the pets we care for. Each individual Pet Service Provider determines their own boundaries. However, it is always to be remembered that very young puppies and kittens will not be fully protected from known diseases until they have been fully vaccinated. As such, it is recommended that they do not mix with other vaccinated or unvaccinated pets until they are fully vaccinated. (approx. 14-16 weeks of age).

With this in mind, if you wish to have your unvaccinated puppy or kitten cared for in a Pet Service Providers home you will need to ensure that the Sitter, not only does not have any resident pets, but is happy to accept only your pet during the period of their stay.

As diseases such as parvo virus can live in soil for up to 12 months after an infected dog has been there it is imperative to protect your young pet until their immune system is mature enough to handle it and other common diseases.

Can senior pets be minded by a Pet Service Provider?

There is no set age limit to pets being cared for but, when looking for a Pet Service Provider for a senior pet, it must be remembered that their needs will differ as they get older.

Where once a pet may have been fine to mix with the noise and energy of children they now may become grumpy at such disturbances. They may become stiffer in their joints and toileting may not be as perfect as it once had been.

These extra little things, and many others, need addressing when choosing a Pet Service Provider to care for them and the Pet Service Provider must be happy to accommodate their needs. You need to check that their home is suitable for your pet to get around? If toileting needs arise during the night do they mind being woken during the night?

What procedures are in place if there is a medical concern or emergency?

Each event is considered on its own merit. If it is an emergency, the Pet Service Provider is instructed to take your pet to the nearest vet immediately.

If you are contactable, the Pet Service Provider will try to get in touch with you or with the emergency contact person for whom you have left the details.

The Pet Service Provider will always try to contact the Pet Owner on any issues that arise, however, should this not be possible, the Pet Service Provider will work with the vet to determine the best course of action for your pet.

This is an extremely rare event, however, we do ask that, should your pet require veterinary assistance, that you reimburse the Pet Service Provider for any associated costs as soon as possible after the event.

 

Pet Owners Unable to Register for Themselves

What happens if a Pet Owner is unable to register for themselves?

Should you have a friend or family member who does not use the internet and cannot pay online, they will need to nominate a person/guardian who is willing to create a membership on their behalf and be responsible for making and paying for any Bookings or Jobs.

The nominated person/guardian will also be responsible to ensure a Meet & Greet is conducted, either by them or another person/guardian nominated by the Pet Owner, if the Booking/Job is for Pet Boarding in the Pet Service Provider’s home, Home Visits or Housesitting.

Conducting a Meet & Greet is vital to ensuring both Pet Owner and Pet Service Provider are comfortable with the arrangement. It gives the opportunity for all parties to be sure the arrangement is in the best interest of the pet involved so it is essential that the nominated person is suitable for making this decision on behalf of the Pet Owner.

The nominated person/guardian must also be available should there be any problems during the service provided for the pet.

 

Safety and Welfare

How can I help to ensure the safety of my pet?

The safety and wellbeing of your pet is of the utmost priority to “Don’t Fret Pet!”. We do everything in our power to ensure your pet is cared for with the highest quality care available.

There are many things that you can do too to help ensure your pets are safe and secure.

When completing your pet’s profile be sure to include everything you can about your pet. Things like their breed, gender and age as well as who they do and don’t get along with, their vet details, etc. You will find the profile section for your pet is quite extensive and the more you can complete, and the more honest that information is, the more your pet’s care will be stress-free.

A Meet & Greet is a vital part of any Boarding, House Sitting, Dog Walking or Home Visit Bookings. The Meet & Greet allows all parties to be sure they are comfortable with the arrangement. It gives everyone a chance to ask questions, set expectations and, where applicable, inspect the premises where the care is taking place. You and the Pet Service Provider need to be comfortable that the environment is the right environment for all concerned.  This should be done as soon as possible after you have selected a Pet Service Provider so that, should there be any doubt, you have plenty of time to find someone else to provide the service.

For Boarding, House Sitting and Home Visiting Bookings or Jobs ask the Pet Service Provider to keep you updated with photos and mini reports of how your pet is going.  Chat often with them and make sure they have emergency contact details for either yourself, a relative or neighbor as well as your vet.

What safety measures should I follow?

Take your time in selecting a Pet Service Provider. It is important that you have read their profile properly and are happy with the experience and capability of the particular Pet Service Provider you choose.

Verification Badged Pet Service Providers.  –  Pet Service Providers can earn badges depending on their qualifications, reliability, knowledge and experience. Look for a Pet Service Provider who has relevant badges on their profile.

Be sure that you have been as thorough as possible in completing your pet’s online profile. This must include a recent photo of your pet.  It is your responsibility to provide a Pet Service Provider with as much information as possible about your pet.

Provide the Pet Service Provider with additional information like an emergency contact, dietary requirements of your pets and their habits.

If your pet is staying at a Pet Service Provider’s home, ensure a Meet & Greet is carried out. Make sure the property is secure, safe and clean. Are any resident pets social and passive with your pet?

As a personal safety measure, ensure to take someone with you to the Meet & Greet.

Does the Pet Services Provider give you confidence? Do they show they can handle your pets and provide them with the right amount and type of attention? Be sure that you feel comfortable with the Pet Service Provider you have selected for your pets.

Protect yourself and your pet by always making payments through the “Don’t Fret Pet!”’ payment system. By ensuring each Booking or Job is placed and paid via our portal our insurance coverage will help protect you and your Pet Service Provider will have support from us should there be any issues during your pet’s stay.

How do I prepare a dog who suffers from separation anxiety to be minded?

If your dog suffers from separation anxiety and is going to be staying with a pet sitter here are some tips to make the separation easier on him.

 

Work on coping mechanisms

Before you go away, spend some time working on your dog’s separation issues.  Start by leaving him alone for short amounts of time and gradually build this time up.  You may find it useful to talk to your veterinarian or a dog behaviour expert to get some advice.

Another option is to consider using a Dog Appeasing Pheromone collar or asking your dog’s proposed sitter if they would mind having a pheromone plug-in diffuser in their home whilst your dog stays with them.

 

Pack carefully

A dog with separation anxiety will usually feel somewhat less stressed if he has some reminders of his home and human family.  Make sure you send him with as many of his own belongings as possible, such as his bed, favourite toys and food and water bowls.  It’s also a good idea to pack an old, unwashed shirt or pillowcase that smells like you.

 

Choose the right pet sitter

When choosing a sitter look for one who will be home most of the time or one who has done some dog training or has experience with dogs who suffer from separation anxiety.

 

Organise a trial stay with the sitter

When you have selected the right pet sitter it can be a good idea to organise a short stay so that your dog gets to know the sitter and so that the sitter can assess how he or she fits in.  Most sitters would expect this to be added as an additional Booking but it would be worth it to be sure.

 

Exercise

Getting plenty of exercise can go a long way when helping a dog to be less anxious.  Make sure that you choose a pet sitter who can provide your dog with enough exercise.  Ideally, he should be getting a couple of walks each day.

 

Give him something to do

If your dog can keep himself entertained, he’ll be less likely to get stressed and anxious.  Provide him with some toys he can play with on his own, such as puzzle toys or treat dispensing balls.  He may also like to have some things to chew on, whether they’re chewy treats or heavy-duty chew toys.  Chewing will keep him busy and may also offer some degree of comfort.

What does “Don’t Fret Pet!” do to help keep visiting pets as safe as possible?

  • All Bookings are covered by our insurance
  • Details of your pet’s health, identity and habits are required to help ensure the Pet Service Provider and the Pet Owner are both fully aware of what action is needed in the event of an emergency or problem.
  • We give comprehensive support to our Pet Service Providers and provide assistance whenever needed.
  • Our Pet Service Providers are instructed in what to watch out for and practices to adhere to in the day to day care of their guests.
  • In some areas we offer our Pet Boarding Pet Service Providers the opportunity to be classed as an ‘Interviewed Sitter’ by having their premises personally inspected. Selecting a Pet Services Provider with this badge offers an additional element of peace of mind.
  • Part of our procedures in place is for Pet Service Providers to be in contact with Pet Owners during the period the pet is in care e.g. photos sent, reports on how they are going.
  • We ask all Pet Owners to ensure that their pets have up to date flea, tick, worming treatments and vaccinations

How will I be kept up to date on my pet during a Booking?

Discuss with the Pet Service Provider the best way to keep you informed while you are away. Most commonly the Pet Service Provider takes photos and uploads to your “Don’t Fret Pet!” inbox on a regular basis.

What can I expect of a Pet Service Provider who is caring for my pet?

Relevant to the pet being cared for and the service being provided Pet Service Providers are required to:

  • Ensure the safety and wellbeing of the pet they are caring for is paramount
  • Freshen water daily (or more often as required)
  • Feed pets as per the instructions of the owner
  • Clean pet bowls daily
  • Do full daily body checks, including teeth and gums, by running hands all over the pet to check for lumps, ticks or anything untoward
  • Report to the owner as soon as possible any pet showing any illness or serious physical or behaviour abnormality
  • Take, and upload to the owner’s “Don’t Fret Pet!” inbox, regular photos of the pet and provide a short summary to the Pet Owner
  • Brush pets as often as required or as previously agreed to
  • Pat, cuddle and play with them
  • Ensure a clean area at all times for the pets they are caring for
  • Clean toileting areas daily e.g. litter boxes, pick up droppings from lawns, replace puppy pads
  • Treat the owner’s property with respect and care
  • Ensure any correspondence with owners is as prompt as possible
  • Ensure pre-arranged walking is carried out for a guest dog
  • Maintain full control of the pet (ie on lead or in pet carrier) when outside of a secure location.

What procedures are in place if there is a medical concern or emergency?

Each event is considered on its own merit. If it is an emergency, the Pet Service Provider is instructed to take your pet to the nearest vet immediately.

If you are contactable, the Pet Service Provider will try to get in touch with you or with the emergency contact person for whom you have left the details.

The Pet Service Provider will always try to contact the Pet Owner on any issues that arise, however, should this not be possible, the Pet Service Provider will work with the vet to determine the best course of action for your pet.

This is an extremely rare event, however, we do ask that, should your pet require veterinary assistance, that you reimburse the Pet Service Provider for any associated costs as soon as possible after the event.

 

Prices

What do the Pet Service Providers charge?

Each Pet Service Provider determines their own charge rate. These are clearly noted on their profile pages are visible to you before proceeding with a Booking.

If you wish to stipulate an amount that you wish to pay you would need to Post A Job instead of making a Booking.

Are the prices negotiable?

Pet Service Providers set their own prices. Some Pet Service Providers may offer discounts for longer stays or for multiple pets. It is best to discuss this directly with the Pet Service Provider before finalising the Booking.

 

Payment

When do I pay and how do I do that?

Payments are always processed through the secure payment system on the “Don’t Fret Pet!” portal via PayPal or credit card.  Payment via credit card is very secure and we do not store your credit card details.

Payments are made before a Booking begins. A 20% deposit is required to lock your Booking/Job in and full payment is required 14 days before your Booking/Job commences.

You will receive notification that a payment is now due once you have approved a Pet Service Provider.

The Pet Service Provider receives the payment at the successful completion of the Booking.  You will be asked to approve their payment and we recommend that you do that as soon as possible.  If you don’t approve their payment it will be automatically paid to them after seven days.  You also have the option to dispute their payment if you were very unhappy with their service.

Can I pay the Pet Service Provider cash?

The short answer is No.  By paying via the portal you are protected in case of cancellation and you can feel comfortable knowing that the “Don’t Fret Pet!” team is there to help.

There are many other reasons for this but the main reason is that it is for the protection of you and your pet’s as well as of the Pet Service Provider.

By Booking and paying through the “Don’t Fret Pet!” portal you:

  • have the law on your side. You will have a written agreement between you and the Pet Service Provider that stipulates the services they have agreed to provide and when. So, should there be a discrepancy in what was agreed to, you will always have the Booking documented.
  • have your payment protected as the Pet Services Provider does not receive the payment until they have successfully delivered the service that was booked.
  • ensure your pet is insured with our public liability insurance. This one fact can be the difference of thousands of dollars. If your pet needed emergency surgery from an incident during its time with a Pet Service Provider and it is deemed to be an approved claim by our insurer then the insurer will cover the costs that they deem to be payable.
  • would be honouring the commitment you agreed to in the Terms and Conditions when joining the “Don’t Fret Pet!” portal
  • are engaging not only the services of a Pet Service Provider but the support of the “Don’t Fret Pet!” team. We support our Pet Service Providers with advice and information should they need it.
  • would not be caught up in the illegal activities of cash in hand Jobs.
  • are also supporting the World Wild Fund for Nature (previously World Wildlife Fund). Win Win for everyone.
  • would also be helping to ensure that we continue to offer you the best online service possible. Your fees and the fees paid by the Pet Service Provider help to pay for many of the behind the scenes expenses.

When will the Pet Service Providers get paid?

The Pet Service Provider receives the payment at the successful completion of the Booking.  You will be asked to approve their payment and we recommend that you do that as soon as possible.  If you don’t approve their payment it will be automatically paid to them after seven days.  You also have the option to dispute their payment if you were very unhappy with their service.

How much of the Booking fee is “Don’t Fret Pet!” paid?

To build and maintain a safe, quality, pet-loving community, it takes a combination of costs:

To continue to provide a high standard of service, Booking systems and community you can trust takes a team effort and a variety of expenses.

Our fee to be able to maintain the availability of a tried and true service is only 15% which is less than any other portal (as at April 2019).  This small amount from each Booking helps to cover:

  • Insurance for your peace of mind
  • Fees charged by financial entities like Paypal and Stripe
  • The ability to be able to have the best Customer Support Team in Australia (even if we are biased)
  • The building and maintenance of our Website and App Development
  • Getting the word out there – Marketing
  • The many other sundry expenses that arise in operating a first class business

Is it safe to pay by credit card?

Yes, absolutely. ”Don’t Fret Pet!” does not store your credit card details on their portal or system. Your details are used directly by Paypal or Stripe through our payment system.

How do I pay for extra days, services or expenses?

First and foremost, obtain in writing, via the Chat messaging system, that your Pet Service Provider is able to, and agrees to, the extra days, services or expenses.

  1. Bookings that have not yet completed
    After confirming with the Pet Service Provider, you will need to alert us by visiting the Booking and clicking on ‘Modify’.  A “Don’t Fret Pet!” Customer Support Team member will be in touch to help with the modification to your Booking.
  2. Bookings that have already completed
    Once the Booking has completed you cannot ‘Modify’ it as it will be in Past Bookings.  In this case, the best solution for additional days is to raise another Booking for the same Pet Service Provider for those days.  If you also have extra services or expenses these can be added to that Booking.
    If you need any assistance please contact our Customer Service team at support@dontfretpet.com.au and we would be happy assist you.
  3. Jobs that have not yet completed
    After confirming with the Pet Service Provider, you can edit the Job and change the dates and total fee for the Job as long as it is still in Current Jobs.
  4. Jobs that have already completed
    If the Job has already finished and is in Past Jobs you will need to add another Job for the additional days, services or expenses and advise the Pet Service Provider to apply for that Job immediately. Alternatively, you can raise a Booking for the same Pet Service Provider for those days.  If you also have extra services or expenses these can be added to that Booking.

If you need any assistance please contact our Customer Service team at support@dontfretpet.com.au.

Who is responsible for expenses if my pet becomes ill?

If your pet becomes ill whilst in the care of s Pet Service Provider the cost will depend on the circumstances.  If your pet becomes ill at no fault of the Pet Service Provider you will be responsible for the expenses.

If they become ill and it is deemed to be due to the negligence of the Pet Service Provider then we would need to place a claim with the insurance company.

The initial payment of any veterinary expense is the responsibility of the pet owner so, if you will be travelling overseas or domestically whilst your pet is in care we recommend that you set up an account with your own vet as well as with the 24 hour vet nearest to the Pet Service Provider providing the care.

Whilst we advise the Pet Service Provider to contact you if there are any problems sometimes it is impossible to reach people who are travelling.  If the Pet Service Provider is required to make any payments on your behalf to the vet it is essential that you refund the cost of the treatment as soon as possible.

 

Feedback

Can I provide feedback on the service?

Absolutely. In fact, it is a part of the process of finalising a Booking or Job. After the Booking or Job is completed you will be sent an email asking you to approve payment to your Pet Service Provider.  Once you have approved payment the review box will pop up so that you can write your review of the Pet Service Provider and give them a score out of five.  All reviews are displayed on the Pet Service Provider’s profile listing so we do ask that you are honest but keep it civil if you do have any complaints.

Alternatively, you can login and click on Booking Reviews or Job Reviews in the left-hand menu.  All completed Bookings and Jobs will be present in this area.  You will also see the review that the Pet Service Provider has written about the Booking/Job.  This review is not displayed publicly though we do receive a copy of it.

After you have written a review you can modify it at any time.

How do I know my review will be as written?

We are serious about presenting Pet Owners the facts regarding Pet Service Providers and their services. As such, we ensure that we follow the ACCC Standards for monitoring online reviews. These Standards can be viewed here.

 

Insurance

What insurance cover is offered for my pet?

“Don’t Fret Pet!” is the longest running Pet Care business in Australia where pets are minded in a private home. Operating since 1993 we know the importance of having the best insurance cover available.

Our Pet Service Providers do everything possible in their power to ensure your pet is as safe and secure as possible.

Ensuring you always use a Pet Service Provider through the “Don’t Fret Pet!” portal will give peace of mind should anything happen.

It is important to remember that for the Public Liability cover to take effect, your Pet Service Provider MUST be booked via the “Don’t Fret Pet!” portal and paid in full. All potential claims must be received within 30 days of the incident that is deemed to have caused the claim.

To limit the necessity for any claims to be made a thorough Meet & Greet should be conducted when engaging the services of a Pet Service Provider for Pet Boarding, Home Visits and Housesitting. It is also important to ensure the Pet Service Provider has been provided with all the information they will need to care for your pet.

What services are covered by the insurance?

Any of the services listed on and booked through the “Don’t Fret Pet!” portal, or mobile app. These include:

  • Pet sitting (at the Pet Sitter’s home)
  • Home Visits
  • House Sitting (at the Pet Owner’s home)
  • Day care
  • Dog walking
  • Pet Taxi
  • Pet Training
  • Pet Grooming
  • Transportation to and from a Booking by a Pet Service Provider.

Is anyone excluded from the insurance?

The following are excluded from the insurance:

  • The Pet Service Provider’s own pet
  • Pets of visiting friends of the Pet Service Provider
  • Commercially run Boarding Kennels
  • Pet Service Providers who have any criminal convictions in past 5 years (excluding traffic violations)
  • Guest pets who are defined as Dangerous Dogs by the relevant authorities and all claims arising from the care of such Dangerous Dogs. This list extends to any cross breed of Dangerous Dogs by the relevant authorities.

Are there exclusions to the insurance cover?

The following are not covered by our Public Liability insurance:

  • Services not booked via the “Don’t Fret Pet!” portal
  • Treatment of pre-existing conditions of the pet such as:
    • old age
    • illness (including vomiting, diarrhea and other gastrointestinal disorders, urinary tract/bladder infections, blood disorders and respiratory infections)
    • symptoms related to stress or anxiety
    • flea or tick infestations
    • self-inflicted wounds resulting from the pet scratching due to allergies.
  • Damage to the Pet Service Provider’s personal property (such as damage to their furniture, clothing, home or vehicle)
  • Damage to the Pet Owner’s personal property (such as damage to items that the Pet Owner leaves at a Pet Service Provider’s residence when their pet is boarding there)
  • Pet Owner’s loss of wages due to any follow up medical treatment their pet requires
  • Cancellation fees or any costs incurred from cancellation of travel arrangements as a result of a Booking or Job with a Pet Service Provider
  • Any travel costs that may be incurred as a result of a Booking or Job with a Pet Service Provider
  • Loss of salary or wages as a result of a Booking or Job arrangement made with a Pet Service Provider
  • Injury or damages as a result of a ‘Meet & Greet’.  The insurance coverage is for the service provided during the dates of Bookings or Jobs that have been booked and paid for via the “Don’t Fret Pet!” site.
  • Emotional distress caused as a result of a Booking or Job with a Pet Service Provider
  • Reduction in ‘show’ value of a pet in the care of a Pet Service Provider
  • Injuries to the pet sitter and related parties (like family) caused during the course of a Booking or Job.

What period of time is covered by the insurance?

Rule of thumb is that the Booking or Job is covered by our insurance whenever the Pet Service Provider is in charge of the pet/s for the duration of the Booking.

We strongly suggest that records of any changes to times of pick up or drop off etc. are maintained by both the Pet Service Provider and the Pet Owner so that there is always a confirmed record of events.

How do I make a claim and is there an excess to pay?

It is imperative that “Don’t Fret Pet!” is notified within 7 days of the end of the Booking or Job period of any incident that may result in an insurance claim.  Unfortunately, due to the way insurance is these days there is a $1,000 excess.

  1. Fill out the claims form linked to this page
  2. Provide any evidence to back up your claim – photos, invoices vet reports, etc
  3. Send the completed form and evidence to support@dontfretpet.com.au

 

Cancellations

How do I cancel a Booking or Job?

If your Booking or Job has not reached its start date yet just follow the steps below to cancel:

  1. Find your Booking/Job – if you have not yet made a payment it will be in Pending but if you have made a payment it will be in Current.
  2. Click on View on the right-hand side of the Booking/Job.
  3. When the Booking/Job opens up click on Cancel Booking or Cancel Job.
  4. Depending on the Pet Service Provider cancellation policy there may be a cancellation fee.
  5. When you click on Cancel you will receive a confirmation email and one will also be sent to the Pet Service Provider and to our Customer Service team. If a refund is due it will be processed within seven days.

You are unable to cancel a Booking or Job on the day it commences.  If you have an emergency that means you need to cancel on the day that the Booking or Job commences you should contact the Pet Service Provider directly and also contact our Customer Services team on support@dontfretpet.com.au.

What happens if a Pet Service Provider cancels?

Thankfully this is a very rare occurrence, however, there are times in life where this may be unavoidable due to personal or family emergencies.

If a Pet Service Provider is unable to honour all or part of their Booking they are to notify both the Pet Owner and our Customer Service team immediately. We suggest the Pet Owner also notifies “Don’t Fret Pet!” immediately on support@dontfretpet.com.au and we will then work with the Pet Owner to find another suitable Pet Service Provider. Should a suitable alternative not be able to be found, a refund of the unused portion of the Booking will be refunded to the Pet Owner.

It’s very important to leave contact details of someone who isn’t travelling with you with the pet sitter so that your contact person can make decisions about where your pet stays in case you can’t be reached.

Any reported cancellations are investigated and, if a Pet Service Provider is found to be unreliable, they will be removed from our portal.

 

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