Help
Help and support
Answers to the things people ask most. If yours is not here, we will happily help.
Get in touch
For anything about a specific booking, your dog's details or a bill, your dog-care business is the quickest route. They're the ones looking after your dog.
For anything about the app itself, such as signing in, a page not working or deleting your account, email us and we'll come back to you, normally within two working days.
Common questions
How do I book a day or a stay?
Open your account and tap Book a day or a stay. Pick your dog, what it's for, and the dates. Your request goes to your dog-care business to accept or decline. You'll see the answer on your account and get an email.
How do I cancel one day without cancelling the whole booking?
Open the booking and pick the day from the list. You can cancel just that day, or send a note about it, and the rest of the booking carries on as normal. If the day is inside your business's notice period, you'll be told what the charge is before anything happens.
Why does it say my booking is waiting?
Every request has to be accepted by the business before it's confirmed. Until then it shows as pending.
They've asked me a question about my booking
Sometimes a business needs to check what you meant before accepting. You'll see their question on your account with the booking. Answer it there and it goes straight back to them.
How do I add my dog's vaccination record?
Open your dog from your account and add the expiry date, then upload a photo of the vaccination card or the letter from your vet. Most businesses need this before your dog's first stay.
How do I pay?
You pay your dog-care business directly, for the care your dog gets. Fetch is not the one you pay. Your bills appear under Bills on your account, showing what's been paid and what's still owed. If your business has switched on bank payments, you can pay from there too, and the payment is handled securely by Stripe.
How do I delete my account?
There's a Delete my account option at the bottom of your account page. It deletes your login, your details, your dogs' photos and everything you uploaded, and cancels any bookings still to come. Your dog-care business is licensed and keeps your dog's licence records, locked, for 3 years; the deletion screen says what they are. It can't be undone. See the privacy policy for exactly what is and isn't kept afterwards.
I've forgotten my password
Use Forgot password on the login screen and you'll be sent a reset link.
See also our privacy policy and terms.