Support

Need help with a booking, a payment or your account? We're here.

Contact us

Email support@pawget.co. We reply within one working day.

In the app, open Me → Help & support → Contact us. Your message reaches our team with your account details attached, so we can help faster.

Bookings and refunds

You can cancel an app booking yourself from the order page within the cancellation window shown there. Refunds for cancelled paid bookings are booked automatically and paid back to you by our team. For anything about the visit itself, the shop's phone number is on the order page.

Deleting your account

Open Me → Delete account in the app. We remove your name, phone number, email, photos and pets, and keep only the anonymous booking and payment records that shops and our accounts are required to hold.

Frequently asked questions

How do I book?

Open a shop from Home or the Discover map, or browse by category from the Home tiles. Pick a service, room or daycare place, choose your pet and a time, then tap Book now. Pay in the app and your booking is confirmed the moment the payment goes through.

How do I pay, and when am I charged?

You pay in the app when you confirm, using FPX online banking or a supported e-wallet. Payment opens in a secure page from our payment provider. You are charged once, at confirmation — there is nothing to pay at the shop for what you booked.

What if I do not finish paying?

Your slot is held for a short window shown at checkout — about 15 minutes. If payment is not completed by then, the booking is cancelled on its own, the slot goes back to the shop and you are not charged.

Can I cancel? Will I get my money back?

Yes, and in full, if you cancel within 20 minutes of paying, or while the booking is still at least 24 hours away. Open the booking under Orders and tap Cancel.

Closer to the time, the app asks you to contact the shop — they can still cancel and refund you, but it is their call, because they may have kept the slot free for your pet.

How long does a refund take?

Minutes, once you have saved a refund bank account under Me → Payments & refunds. Every refund we owe you is sent to it automatically and the booking shows "sent" when it has gone. Without a saved account the refund simply waits until you add one. If a transfer bounces, our team contacts you.

Can I change my booking to another time?

Contact the shop — their number is on their page — and they can move it for you. If the booking is still more than 24 hours away you can also cancel it for free and book the new time yourself.

The shop wants to change my booking at the counter

Shops cannot add to an app booking themselves. If something needs to change — a bigger size, de-matting, an extra service, more nights — the shop sends you a proposal in the app with the reason and the new price. Open the booking under Orders and either approve and pay the difference, keep the original booking, or cancel the whole booking for a full refund if the service has not started. Ignore it and it expires on its own: your original booking stands.

The shop has to close on my booking day — what now?

You are told at once by notification, SMS and email, and the booking shows two choices: accept the new time the shop proposes (nothing more to pay), or take a full refund. If you do nothing by the deadline shown, the booking is refunded in full automatically. The shop may not charge you anything for its own closure.

What are the drop-off and pickup codes?

Your booking shows a drop-off code — give it at the counter and the shop checks your pet in. When you collect, the shop reads you a pickup code that you enter in the app to confirm the handover. It is how both sides know the right pet went home with the right person.

Can I book more than one thing at once?

Yes. At the same shop you can combine grooming, a hotel stay, daycare and products, for one pet or several, and pay once. Bookings at different shops are separate — finish one, then start the next.

Why can I not book some shops?

Shops marked "Not on Pawget yet" are in our directory so you can find and call them, but they have not joined the platform. You can view them and tap Call. Booking opens as soon as the owner claims their shop.

What do the ratings mean?

Only customers who completed a booking can rate a shop, once per booking, so every score comes from real business. Tap a shop's rating to read the reviews, including a breakdown for services, hotel and daycare, and the shop. Ratings cannot be edited or bought. If a review is abusive or fake, tap the ... on it to report it or block its author.

How do I leave a rating?

After a booking is completed, the app prompts you to rate it. You can rate the parts you used and add a comment. Your review shows your first name and last initial.

Do I have to share my location?

No. Location only sorts shops by distance and centres the map. Decline it and everything still works — on Discover you can type a town, area or shop name instead.

How do I add or edit a pet?

Me → Pets. Add the pet's type, breed, size and date of birth so shops can match the right service and price, and add a photo if you like. You can also set care reminders, like the next vaccination.

Something is wrong with my booking

Call the shop first — they saw your pet and can usually fix it fastest. If that does not settle it, use Me → Contact us, include your order number, and we will look into it with the shop.

How do I close my account?

Me → Contact us and ask us to close it. We remove your profile and pet details, and keep only the booking and payment records we are required to keep for accounting.