Helpcentrum voor huisdiereigenaren
Overview
1. Account & pets
2. Finding businesses & booking
3. Managing your booking
FAQ
Account & Pets
Yes. Creating and using an account is free for pet owners.
You only pay when you book a paid service with a service provider. The service provider sets the price of the services they offer.
Yes. You can add multiple pets to the same account and create a separate profile for each pet.
When booking, select the pet the appointment is for. This ensures the correct pet information is linked to the booking.
No. You do not need to complete every field. You can make a booking without providing information about your pet. However, this information can be helpful to the service provider. If they need additional information before confirming the booking, they can contact you directly.
Provide information that is accurate and relevant to your pet's care or the service being provided. If you do not know something or a field does not apply, leave it blank rather than entering incorrect information.
Keep important information such as medication, allergies, feeding and behaviour up to date.
When you link a pet to a booking, relevant information from the pet profile may be available to the service provider you booked for that pet.
De informatie in het profiel wordt door jou aangeleverd. Bespreek belangrijke medische, gedrags- of verzorgingsinformatie daarom waar nodig ook rechtstreeks met de dienstverlener.
Businesses & Booking
You can find services from veterinary practices, grooming salons, pet boarding providers and dog trainers, among others.
The information in the profile is provided by you. Where necessary, you should also discuss important medical, behavioural or care information directly with the service provider.
Before booking, review the full business listing. Check information such as the business details, location, services offered, photos and available reviews.
Some businesses also have a Verified status. This means that certain business information has undergone additional checks.
A Verified status means that certain business information has undergone additional checks.
It is not a quality certification and does not mean that every treatment, service, team member or location has been assessed individually.
The service provider remains responsible for the services they offer and provide.
Not every service provider offers online booking. Some businesses use their listing only to present their services and business information.
When online booking is enabled, you can make a booking or submit a booking request directly through the listing.
The absence of a booking button does not necessarily mean that the business does not offer services.
Yes. Where contact options are available on the business listing, you can use them to ask questions before booking.
This is particularly useful if you want to know whether a particular service is suitable for your pet or if there is important medical, behavioural or care information you would like to discuss in advance.
That depends on the service provider.
For example, if you would like to meet a dog trainer or pet boarding provider first, contact the business and ask whether this is possible and whether a separate appointment is required.
The service provider decides which services they offer and the prices that apply.
The platform does not set the price of treatments, grooming appointments, boarding, training or other services. Before booking, always check which service you have selected, what is included and the price displayed.
With an instant booking, an available time can be confirmed immediately according to the booking conditions that have been set.
With a booking request, the service provider reviews the request first. Your appointment is not final until the service provider has approved it.
Always check the status of your appointment after booking.
Appointments & cancellations
If you cannot attend, change or cancel your appointment as soon as possible using the available options. If you cannot do this from your account, contact the service provider.
If you cancel late or do not attend without cancelling, the terms that apply to your booking may affect any payment or refund.
This depends on the booking and the options offered by the service provider.
If you cannot change the date, time or other details yourself, contact the service provider before making a new booking.
Do not simply create a second booking if you only want to change your existing appointment.
Where cancellation is available for your booking, you can cancel the relevant booking through your account.
Check the terms that apply to your booking first. Cancelling does not automatically mean that any amount already paid will be refunded in full.
You can find more information in the Help Centre under Cancelling a booking and refunds.
Payments
This depends on how the relevant service has been configured.
For some bookings, online payment is part of the booking process. In other situations, the payment process may work differently.
When booking, always check the amount displayed and the instructions before completing your booking.
Do not pay again immediately.
First check whether the amount has been charged, whether a booking appears in your account and what status the booking has.
This helps prevent you from accidentally paying twice for the same booking.
You can find more information under Troubleshooting a payment issue.
A cancellation and a refund are two separate processes.
Whether you are entitled to a full, partial or no refund depends on the terms that apply to the relevant booking.
When a refund is issued, it may take some time before it appears on your original payment method.
Support
No. The platform helps pet owners find independent service providers and, where available, book their services.
The service provider is responsible for the delivery and quality of the services they provide.
A Verified status is also not a guarantee of quality.
First contact the service provider and clearly explain what happened. Where possible, give the business an opportunity to respond to the issue.
If the issue is a technical problem involving a booking or payment, it can be investigated separately.
You can use a review to share your own experience, but a review does not replace resolving an ongoing issue.
You can find more information under Cancelling a booking and refunds.
Where the review option is available, you can share your own experience with a service provider.
Keep your review factual, relevant and based on your own experience. Do not share sensitive personal information, payment details or unnecessary medical information about your pet.
A review is intended to help other pet owners understand your experience with the service provided.