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How does billing work?

We have an auto-invoicing feature enabled for all our clients, so you won’t have to manually pay any invoices! You MUST ensure that your billing information is kept on file in your client account (you’ll be asked to do this before you can ever request services with us anyways).

If you are scheduled for an ongoing series with us (meaning, you have weekly services on schedule with no specified end date), invoices are auto-paid (using your card on file) at 5pm on Fridays. At this time, we charge you for any services that we’ve completed in the previous 7-day window.

If you are NOT scheduled for an ongoing series with us (meaning, there is a definitive/specified end date), you will be auto-charged 50% down upon service confirmation. Your invoice will then be sent to you immediately. The remaining 50% is due on the date of the last service detailed on that invoice. If you wish to manually pay the remaining amount between when it’s received and the date the invoice is due, you’re more than welcome to (see below). If you do NOT wish to manually pay your invoice, it will be auto-paid using the card on file on the specified due date.

How do I manually pay my invoice?

To manually pay your invoice, please complete the steps below:

  1. Login to your client account.
  2. Go to the main menu Screen Shot 2022 09 01 at 12.58.36 PM and click Billing > Make a Payment.
  3. Under the Payments section, all of your open invoices will appear where you can see specifically the Total, Amount Due, and Due Date for each invoice. PLEASE NOTE: On the specified Due Date(s) (at 5pm), your card on file will be charged automatically for the amount that’s due; but if you wish to pay the invoice manually (and leave a tip!), please continue to the next step below.
  4. Indicate how much you’d actually like to pay in the Pay field Screen Shot 2022 09 01 at 1.36.43 PM.
  5. Add a tip amount in the Tip field (if you wish to!).
  6. Select the card you want to pay with in the Pay With field.
  7. Click Submit.

How can I leave a tip?

To leave a tip on an individual visit and/or on an invoice, please see Leaving a Tip!

What if my invoice is paid late?

If your card on file gets declined when we attempt to auto-pay your open invoice on the due date, you will get a 24-hr grace period to correct the issue. The auto-charge will be attempted 24 hours later. If it declines again, we will send out an overdue notice via email and a late fee of 10% of your total will be added to the invoice. You may click the link in the email to be directed to the Make a Payment page in your client account. Please refer to the steps above to pay your invoice.

Where can I locate my paid invoices?

You can locate all your invoices by going to Billing > Invoices in your client account.

Why does my invoice show a charge for a cancelled service?

You may or may not see a charge on the line item for a cancelled service depending on how the cancellation aligned with our terms of cancellation.

  • If you cancelled with more than 48 hrs notice, the charge will show $0.
  • If you cancelled with 24-48 hrs notice, the charge will show 50% of the total service amount.
  • If you cancelled with less than 24 hrs notice (same-day), the charge will show 100% of the total service amount.

You can learn more by visiting Cancelling Services.

Why are there additional fees on my invoice?

The reason you may see additional fees on your invoice is because we tack on surcharges for the following:

  • Last Minute Service Request (less than 24 hr notice): $10 fee per service
  • Last Minute Service Request (less than 12 hr notice): $20 fee per service
  • Last Minute Service Request (less than 6 hr notice): $30 fee per service
  • Holiday Service Request (see list below): $20 fee per service
  • Additional Pets: $7 fee per pet per service (after first two pets)
  • Out-of-Service-Area Service Request: $10 fee per service

To learn more about our surcharges, please click here.

Lastly, you may be charged additional fees if team members are instructed to (or see the need to, with your approval first!) purchase items for pets while under company care, including but not limited to: pet food or treats (if run out!), litter or cleaning supplies, transportation to the vet and/or emergency expenses for general care and wellness of pets, and more. We will retain and share receipts with you as proof of purchase! You will then be charged ASAP for these additional items.

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