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Why does my invoice look different this month?
Before contacting us about your invoice, please take a moment to check the details in your Client Portal, as most queries can be resolved there.
All walks are fully itemised, showing:
Each individual walk or service
Any cancelled walks (including whether they were chargeable or £0)
The total number of walks included for that billing period
It’s very common for invoices to differ from month to month due to:
A different number of walking days in the month
Holidays, cancellations or additional walks
Changes to your regular schedule
A different total does not automatically mean an error.
What should I check before contacting us?
Before calling or emailing, please check the following in your Client Portal:
Your Invoice PDF Open the invoice and review the full itemised list of walks. Please note which specific walks you are querying.
Cancelled WalksCheck whether any walks were cancelled and whether they were chargeable or £0, depending on cancellation time.
Payments & AllocationsGo to Payments in the portal and check:
The date and amount of each payment
Which invoice each payment has been allocated to
Payments are sometimes allocated automatically by the system and may not link to the invoice you were expecting, especially if an invoice or payment was missed.
Outstanding Balances Check the Account Summary to see if any balance remains from a previous invoice.
When should you contact us?
If, after checking:
The specific walks you are querying, or
The payment amount, date, and the invoice it has been allocated to,
something still doesn’t look right, please contact us with those details and we will be happy to investigate.
Providing clear information allows us to resolve invoice queries quickly and accurately — and helps us spend less time on admin and more time caring for the dogs 🐾