Find the role you fill in your company and browse the articles relevant to you in the table below.


1. Find the role you fill in your company and browse the articles relevant to you in the table below.

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Can I create a booking for a Pet Owner?

How do I cancel a paid booking? 

How do I know if this pet will be a good fit in my home?

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

How do I view my current bookings?

How to gain repeat clients

Repeat Business - additional tools to help you and your clients

The New Pet Profile: What you need to know 

What happens after a booking finishes?

What is a Meet and Greet?

Bookings and Meet & Greet

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

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

COVID-19: Requirements for Pet Sitters

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

COVID-19

Help, there's an emergency!

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

Mad Paws Accident Cover - What is included?

What happens if a pet runs away when in the Pet Sitter's care?

Will I need to pay taxes for my services and do I need an ABN?

Emergencies, Accident Cover and Tax

How do I connect my Mad Paws account with my Facebook account?

How do I reset my Mad Paws account password?

How does Mad Paws verify their Pet Sitters? 

What information does Mad Paws share?

What is the Mad Paws Feedback Policy?

What's the difference between Pet Hosting and Pet Sitting?

General 

Do I need to get a permit to become a Pet Sitter?

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

How do I access the Online Training Course and download the Certificate of Completion?

How do I become a Mad Paws Sitter?

How do I know if this is a scam?

How long does it take for Mad Paws to review and approve my profile?

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

What are Sitter Statistics? 

Where can I find helpful information about caring for pets?

Getting Started

How to create a benchmarking analysis based on Peers?

App not working? 

As a Sitter can I change my pricing on specific dates?

As a Sitter can I edit the booking details?

How can I share my Sitter Profile?

Mobile App 

Can I remove or respond to a review?

How do I add photos to my Photo Gallery?

How do I change my profile availability in my calendar?

How do I get a Mad Paws branded flyer and business card? 

 How do I remove my services?

How do I update my calendar?

How many hours should I be Pet Sitting for? 

I don't have any reviews yet, what can I do?

What are badges? 

What does a perfect Pet Sitter Profile look like? 

What services can I offer as a Pet Sitter? 

Where can I see the reviews that Pet Owners have left for me?

My Profile & Services

Can I receive payment for a booking in cash?

Can offline payments affect my Pet Sitter ranking? 

How do I add Seasonal Pricing or a Holiday Surcharge to specific days?

How do I change my bank or PayPal details?

How do I change my Services and Rates?

How do I get paid for a booking?

What are promo codes and how do they work?

What fees or commission are Pet Sitters charged?

What prices should I charge for my services?

Payments and Pricing

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

How can I offer Repeat Weekly Bookings? 

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

How do Repeat Weekly Bookings work? 

What are Repeat Weekly Bookings?

Repeat Weekly Bookings

Can I offer friends, family or a prospective Owner Mad Paws credit?

How do I improve my position in Mad Paws search results and promote my Pet Sitting profile?

How do I keep Owners happy while looking after their pets?

How do I reduce the number of pets I can take in for selected days?

How do I update my Mad Paws Calendar to show that I'm not available for a particular service?

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

What makes a successful Pet Sitter? 

Why is my profile not in the search results?

Running My Business

Create a safety plan

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

Pet Hosting - Pet proof your home 

Pet Sitting - Staying in someones home 

Reducing the risk 

Responding to an Enquiry

What to do during a Meet and Greet

Safety First

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

How is Repeat Performance calculated?

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

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

What is Booking Performance? And how can I improve it? 

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

What is Repeat Performance? And how will this help me?

Sitter Statistics

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Why can't I reset my password?

Sitters

How do I cancel a paid booking?

Understanding Booking Cancellation Policies

What is the Mad Paws Cancellation and Refund policy?

*Cancellations and Refund

About Mad Paws

App not working?

Are there any costs associated with using Mad Paws?

Can I earn Qantas Frequent Flyer Points with Mad Paws?

How can I download the Mobile App?

How do I address problems with mobile apps?

Is Mad Paws right for my pet?

MP Referral Program - Terms & Conditions

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

Terms of Service

What fees are the Pet Owners charged?

What is Mad Paws?

*General

Can I Archive a Booking Message / Conversation?

Can I block a Pet Sitter?

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?

Can I negotiate the price of my booking?

Can I pay a Pet Sitter in cash?

Can I pay my Sitter in cash?

How are Pet Sitters Paid by Mad Paws?

How Do I Accept a Booking?

How do I change the dates of my booking?

How do I find a Pet Sitter for my pet?

How do I pay for my booking?

How does the Mad Paws booking flow work?

How to Edit a Paid Booking Request

I can't find a sitter's profile

Is Food Included in the Booking?

Understanding Booking Flow and Status

What does the Pet Sitter's rate cover?

What if the Pet Sitter doesn't reply?

What is a Puppy Surcharge?

What is your booking fee?

What services does Mad Paws offer?

What type of pets does Mad Paws accept?

Where do I find a Sitter's contact information?

*General Booking Guide

How to Report a Pet Sitter

I have a complaint about the Pet Sitter/Service.

Mad Paws Accident Cover: What is included?

Mad Paws Insurance

*Insurance and Emergencies

Delete my Mad Paws Account

How do I Update my Payment Details?

How to Add Photos

How to Change My Email Address

I need to Verify my Account

I want to unsubscribe or delete my account.

My Photo

*Managing My Mad Paws Account

How can I add my pet to my profile?

How To Add More Information About Your Pet

How to edit or delete a pet profile

*My Pet Profile

*Ongoing Booking Guide

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?

I want to delete or edit a review

*Post-Booking Guide

A Quick Guide to Meet-and-Greet Sessions

Preparing Your Home for a Booking

What are the drop off / pick up times?

What are the drop off times?

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

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

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

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

How do I make a Repeat Weekly Booking?

How do I Pause a Repeat Weekly Bookings?

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

What are Repeat Weekly Bookings (RWBs)?

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

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

When do I pay for Repeat Weekly Bookings?

*Repeat Weekly Bookings

How does Mad Paws verify their Pet Sitters?

What is the Vetting Process for Sitters?

Why use Mad Paws? Is it reliable and safe?

*Trust and Safety

FAQ for Pet Owners

Guide

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