Frequently asked questions
Is a meet and greet required?
It's recommended, not required. We strongly encourage one before every new booking, especially overnight stays.
When is my booking confirmed?
Once you've paid using the payment button your sitter sends to your PetCloud messages. Until then, other pet owners can book the sitter.
When does my sitter get paid?
Your payment is held securely until the booking ends. You release it after your 24hr quality check window.
What if the meet and greet doesn't go well?
There's no obligation to book. Thank the sitter, then enquire with another sitter or post a job.
Can I cancel a booking?
Yes. There is no obligation to proceed after the Meet & Greet. With regards to refunds, each sitter chooses a refund policy shown on their listing: 1 day's notice by midday for a refund, 7 days' notice for a refund, or 14 days' notice for a refund. Outside these notice periods, there are no refunds for change of mind.
What should I look for in a pet sitting platform's trust and safety?
Look for identity and police checks, vet-developed training, verified reviews and secure payments. PetCloud was built with veterinarians, animal trainers, foster carers and inspectors to reduce the risk of escape or injury during pet care. Pet Safety & Welfare
How do I have a meet and greet with a pet sitter?
Meet at the place your pet will stay, ideally at least 2 weeks before the booking. Watch how the sitter and your pet interact, interview the sitter, and tour the property together. PetCloud's step-by-step guide covers what to ask and check. Meet & Greet Process
Is there a property safety checklist for a meet and greet?
Yes. PetCloud's Property Safety Checklist, developed with veterinarian Dr Mandy Paterson, helps owners and sitters check a home and yard for escape routes and hazards before a stay. It's free to use or download as a PDF. Property Safety Checklist
What training should a pet sitter have?
Good training covers pet welfare standards, duty of care, local council laws, consumer law, pet first aid, and reducing the risk of escape or injury. PetCloud Academy covers these and was developed with veterinarian Dr Mandy Paterson. For sitters running a pet care business, the course may be tax deductible; check with your tax adviser. PetCloud Academy
How does booking a pet sitter on PetCloud work?
Connect online and check the sitter's verifications and reviews, meet in person and tour the property, then pay into escrow. PetCloud holds your payment until after your 24-hour quality check window. How it Works
How can I be contacted if my pet escapes?
Make sure your pet wears an engraved ID tag and your contact details are current on their microchip registry. PetCloud runs a licensed microchip registry where owners can register and update their pet's details. Microchip Registry
What verifications should a pet sitter have?
At minimum: a government photo ID check, a police check, and verified email and phone. PetCloud verifies identity biometrically through an ACIC-accredited provider and shows each check as a badge on the sitter's profile. Verification badges
Where can I read pet sitter reviews?
On each sitter's PetCloud listing. Reviews come only from confirmed bookings, so they can't be faked. You can also browse reviews from pet owners across Australia. Pet owner reviews
Where can I learn more about pet safety and welfare?
PetCloud's help centre has vet-guided articles on keeping pets safe in someone else's care, from separation anxiety and allergies to microchipping and what to pack. Pet Safety & Welfare
What are the red flags to watch for in a pet sitter?
Avoiding accountability is the biggest one: asking for cash off the platform, refusing a meet and greet or property tour, or having no police check. PetCloud lists 10 red flags to watch for before you book. 10 red flags
What are my responsibilities as a pet owner?
Pack enough food, bedding, toys and supplies for the whole stay, make sure your pet is microchipped, and keep their profile and vet details up to date. You're also responsible for any vet bills during the booking. PetCloud's guide lists everything to do before drop-off. Pet owner responsibilities
How do I keep my home safe when a house sitter has access?
Meet the sitter at your home first, lock away valuables, share only the access they need, and give clear written instructions. PetCloud's homeowner guidelines walk you through each step. Home access safety
What happens if my pet has a medical emergency during a booking?
Sitters on PetCloud take your pet to the nearest 24-hour vet. Add an emergency contact who isn't travelling with you, and an authorised vet spend, to your pet's profile. For minor concerns, sitters can book a video vet consult. Emergencies
Does PetCloud insurance cover my pet's vet bills during a booking?
No. PetCloud's platform, training, and framework focus on prevention of pet injury, escape, or illness, while insurance focuses on claims after an incident has occurred. Pet owners are responsible for vet bills during a booking, so check what your own pet insurance covers. Sitters on PetCloud are independent, so if insurance matters to you, ask your sitter whether they hold public liability insurance.
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