In the unlikely event that a problem arises during a booking, Mad Paws will try their best to assist in coming to the best resolution possible. We understand that everyone is only human (except the pets of course!) and the inevitable situation does come up.

In the unlikely event that a problem arises during a booking, Mad Paws will try their best to assist in coming to the best resolution possible. We understand that everyone is only human (except the pets of course!) and the inevitable situation does come up. 

However, we do find that most issues can easily be resolved by approaching the other party directly with a calm and factual message via your Mad Paws inbox. 

If a problem does arise and you are unable to resolve this by contacting the other party then please send the following to [service@madpaws.com.au](mailto:service@madpaws.com.au):

1.  Subject title to include the **booking reference number** and the words **DISPUTE**
2.  A written report of what happened
3.  Any supporting documentation that you may have (i.e. photos, screenshots of messages, invoices)
4.  **Your ideal outcome**

Once all information has been received your case will then be reviewed by our Pet Sitter Manager. They will investigate the dispute thoroughly and will try to assist both parties in coming to a fair decision based upon our [Terms of Service.](https://www.madpaws.com.au/about/terms/) Once a decision has been made by the Pet Sitter Manager this will be communicated to both parties and the case will be closed. 

Please note, for a case to eligible for review it must:

-   Be booked and **paid for via the Mad Paws platform**
-   The dispute must be reported within **72 hours** of the booking end date
-   Not be a dispute against the Mad Paws Terms of Service, for example the Pet Sitter's cancellation policy

Our aim is to provide an impartial place for Pet Owners and Pet Sitters to voice their concerns and come to an amicable solution.

How does Mad Paws help me resolve any issues I have with a booking?

Have a question?? Chat with our Customer Service team today!

How do I become a Mad Paws Sitter?

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Is there an age requirement to sign up as a Pet Sitter?

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What are Sitter Statistics? 

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Getting Started

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My Profile & Services

Repeat Business - additional tools to help you and your clients

How to gain repeat clients

The New Pet Profile: What you need to know 

How do I cancel a paid booking? 

Can I create a booking for a Pet Owner?

How do I provide feedback about a pet to a Pet Owner?

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Bookings and Meet & Greet

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My bookings have been impacted by COVID, what support can I get? 

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Responding to an Enquiry

What to do during a Meet and Greet

Create a safety plan

Help! What do I do if the pet runs away!?

Reducing the risk 

Pet Hosting - Pet proof your home 

Pet Sitting - Staying in someones home 

Safety First

How do I change my Services and Rates?

How do I get paid for a booking?

How do I change my bank or PayPal details?

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What prices should I charge for my services?

Payments and Pricing

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What is Repeat Customer Rate? Why does increasing it helps me?

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Response Time - What is it & how it can help me?

Response Rate - What is it & how to increase it to help me?

Completion Rate - What is it & How to increase it to help me?

Sitter Statistics

What are Repeat Weekly Bookings?

How do Repeat Weekly Bookings work? 

How can I offer Repeat Weekly Bookings? 

How do I change a One-off Booking to a Repeat Weekly Booking?

Can I edit or add to an existing Repeat Weekly Booking?

Repeat Weekly Bookings

COVID-19: Requirements for Pet Sitters

COVID-19: How We’re Keeping Our Community Safe

COVID-19 and Pet Sitting: What You Need to Know

How do I apply for a COVID-19 Vaccination Badge? 

COVID-19

Help, there's an emergency!

Mad Paws Accident Cover - What is included?

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Emergencies, Accident Cover and Tax

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Sitters

*Ongoing Booking Guide

Mad Paws Accident Cover: What is included?

I have a complaint about the Pet Sitter/Service.

How to Report a Pet Sitter

Mad Paws Insurance

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I want to delete or edit a review

After a booking can I give feedback to my Pet Sitter?

How do I Confirm the End of Stay?

How do I leave a Review?

*Post-Booking Guide

What is the Vetting Process for Sitters?

Why use Mad Paws? Is it reliable and safe?

How does Mad Paws verify their Pet Sitters?

*Trust and Safety

What is the Mad Paws Cancellation and Refund policy?

How do I cancel a paid booking?

Understanding Booking Cancellation Policies

*Cancellations and Refund

How To Add More Information About Your Pet

How to edit or delete a pet profile

How can I add my pet to my profile?

*My Pet Profile

A Quick Guide to Meet-and-Greet Sessions

What are the drop off times?

What are the drop off / pick up times?

Preparing Your Home for a Booking

What Does My Pet Need While in the Pet Sitter’s Care?

What to Do if my Sitter Did Not Show Up?

*Pre-Booking Guide

What happens if the automatic payment doesn’t go through?

What is the Cancellation and Refund Policy for Repeat Weekly Bookings?

How do I make a Repeat Weekly Booking?

What are Repeat Weekly Bookings (RWBs)?

When do I pay for Repeat Weekly Bookings?

How do I cancel just a week of Repeat Weekly Bookings?

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How do I distinguish ‘Repeat Weekly Bookings’ to standard one-off bookings?

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My Pet Sitter isn’t offering Repeat Weekly Bookings and but wants to sign up?

*Repeat Weekly Bookings

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Can I pay a Pet Sitter in cash?

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What is a Puppy Surcharge?

How to Edit a Paid Booking Request

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What type of pets does Mad Paws accept?

What is your booking fee?

What services does Mad Paws offer?

How does the Mad Paws booking flow work?

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I can't find a sitter's profile

Is Food Included in the Booking?

How do I find a Pet Sitter for my pet?

How Do I Accept a Booking?

Understanding Booking Flow and Status

What do I need to supply to the Pet Sitter for my booking?

Can I meet a Pet Sitter before agreeing to a booking with them?

*General Booking Guide

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App not working?

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About Mad Paws

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Need help with something? Chat with our Team Monday-Friday 9-5pm (AEST)

Are there any costs associated with using Mad Paws?

Terms of Service

MP Referral Program - Terms & Conditions

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How to Change My Email Address

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How to Add Photos

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FAQ for Pet Owners

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How does Mad Paws help me resolve any issues I have with a booking?

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