About
Invoicing & Payments – FAQ
All walks, cancellations and payments are managed through the PetSitter Client Portal.
Booking and cancellations
Through the client portal you can book all of your walks and cancel walks when needed. Please note that any walk cancelled after 9am on the day of the walk will be charged in full. This is because our walkers plan their days in advance, and last-minute changes can affect the structure of their route. For example, your dog may have been the reason we planned two separate walks rather than one combined walk, and a late cancellation may still require the walker to complete the same workload.
How cancellations appear on your invoice
Walks cancelled before 9am will appear on your invoice with a £0 charge.
Walks cancelled after 9am will show that the walk did not take place, but a charge will still apply.
Any holidays recorded on your account may also appear on your invoice, but there should be no charge for these.
All walks should always be fully itemised on your invoice.
Viewing invoices and outstanding balances
When you log into the client portal, you’ll see a menu on the left-hand side:
Overview – shows any outstanding balance on your account.
Invoices – here you can see all invoices, how many you have, and whether they have been paid. On the right-hand side of each invoice is a PDF download. Opening this PDF will show a full breakdown of all itemised walks.
Payments and timing
Payments are added manually, so they may not appear immediately after you’ve made them. If a payment has not been recorded by the next billing cycle, please let us know. When contacting us, include:
The amount paid
The date of payment
This allows us to locate it quickly.
Matching payments to invoices
Sometimes a payment may not appear to match the invoice you expected. This can happen because when we add payments, the PetSitter system automatically allocates them to an invoice. If an invoice was missed or a payment was not recorded correctly, the allocation may not reflect what you intended.
To see exactly which payments we have recorded, click Payments in the left-hand menu (below Invoices). This section lists all payment dates and amounts allocated to your account.
Queries or issues
If you spot anything that doesn’t look right, or if you have any questions about charges or payments, please get in touch and we’ll be happy to help.