Support

How do credits work?

Your plan adds credits every month, and booking spends them. Your balance shows in the app. Credits cannot be bought, given to someone else or turned into money. They do not expire while you keep your account, and any left are lost if you delete it.

What does each plan give?

• Free: 10 credits a month, for 1 pet.
• Basic: 50 credits a month, for up to 3 pets.
• Premium: 150 credits a month, for any number of pets.

Every new account starts on Free. Payments are not switched on yet: the app shows a monthly price next to each plan, but today choosing a plan adds its credits at no charge.

How do I change my plan?

On the Profile tab, open Upgrade, tap the button under the plan you want and confirm. The new plan starts that day and adds its credits straight away, then again on the same day each month. Going back to a plan whose credits you already got in the last 30 days does not add them twice.

Moving to a smaller plan never removes a pet, but you cannot add more pets than the plan allows.

How do I book?

1. Find a place on the Home or Book tab and open it.
2. Pick a day and a time, or the days of the stay, then tap Book.
3. Choose your pets and a service.
4. The first time you book a pet, tell the place its breed and size.
5. Check the total and tap Confirm & book. The credits are taken from your balance then.

Booking two or more pets together takes 10% off the total.

When is my booking confirmed?

When the place confirms it. Until then it waits as pending. If the place has not confirmed it by the end of the day it starts, it is cancelled and every credit comes back. You can see your bookings in My schedule, on the Check-in tab.

Can I cancel a booking?

Yes, until the day before it starts, Lisbon time. On the Check-in tab, under My schedule, tap the day of the booking, then Cancel booking, and confirm. Every credit you paid comes back to your balance. From the day it starts, it can no longer be cancelled in the app.

What if the place cancels?

A place can cancel a booking up to its last day. You get every credit back.

Does petloov keep my location?

No. If you allow it, the app rounds your location to about a kilometre and uses it to put the closest places first. petloov's server sorts the list with it and does not store it. You can tap Not now and browse without it.

I forgot my password

The app cannot reset a password yet. Write to hello@petloov.com from the email address on your account. If you signed up with Apple, sign in with Apple instead.

How do I delete my account?

In the app: on the Profile tab, tap the round button with three dots to open Settings, then Delete account. The full steps, for owners and for businesses, and what is erased and what is kept, are on Delete your account.

Is petloov on Android?

No. petloov is an iPhone app, coming soon to the App Store.

What language is petloov in?

English.

How does a business join?

In the app, tap Join petloov for business and fill in one form: business name, category, address, business email and password, and a phone number if you want owners to see one. Read how joining works.

How does a business get approved?

Every new business starts under review, hidden from owners. Once it has something owners can book (times on Spots, or a price per day with places per day and check-in and check-out times), petloov approves it.

How do I change my address, photos or services?

In the app you can edit your business name and the About text. For anything else, write to hello@petloov.com from your business email.

How are businesses paid?

Payments are not switched on yet, and how businesses are paid for their credits is not settled.