If you need to cancel your booking, a refund is possible depending on when the cancellation occurs and the type of service booked.

For boarding, house-sitting and visits:

• Cancellation at least 72 hours before the start: full refund of the service (excluding service fees and HoliVet fees).
• Less than 72 hours before the start: 50% refund of the unused days (excluding service fees and HoliVet fees).

For dog walking:

• At least 24 hours before: full refund (excluding fees).
• Less than 24 hours before: 50% refund (excluding fees).

Please note that service fees are non-refundable. The refund is issued to your original payment method within 5 to 10 business days. In special situations, our team can review your case individually. If needed, you can contact us at any time via the Support button in your account. We are here to assist you.

The total price is calculated using a simple formula:

Daily rate × number of days × number of pets + applicable fees.

For example, if a sitter charges €20 per day and you book him for the week-end (2 days) for you pet:

• Base price: €40
• Service fee (15%): €6
• HoliVet fee (2%): €0.80

Total: €46.80

Service fees cover:

• Secure payment processing
• Fund management until the end of the stay
• Customer support assistance

HoliVet fees activate the guarantee during the stay. It may cover veterinary expenses in case of an accident, up to €500 per claim and €1,000 maximum per booking, according to the conditions defined in our Terms & Conditions. You can view the daily rate per pet directly on the sitter’s profile. When confirming your booking, the full price including all fees is clearly displayed before confirmation, so you always know exactly what you are paying.

Our new Holidog platform has recently been launched, and we are progressively importing our sitters. We now require more detailed information and conduct additional security and quality checks. During this transition phase, fewer profiles may appear in search results. The number of available sitters will gradually increase in the coming days as profiles are updated and the new verification process is completed.

Sitters have 72 hours to respond. However, we strongly recommend not waiting the full 72 hours if you do not receive a reply within the first few hours. To maximize your chances of confirming a booking quickly, it is best to contact several sitters in parallel.

Here are a few tips to find a sitter faster:

• Prioritize highlighted profiles: our algorithm naturally promotes sitters who respond quickly and positively.
• Check the last connection badge: profiles showing “X hours ago” or “online” are more likely to respond quickly.
• Avoid profiles with a high refusal rate: this information is also displayed in the badges.

Sending multiple requests from the beginning significantly increases your chances of finding the right match!

Booking on Holidog follows a clear and secure step-by-step process designed to protect both you and your pet.

Here is how it works in detail:

1. You send a booking request

Choose the sitter that best matches your needs and send a booking request for your selected dates and service. At this stage, no payment is made yet.

1. The sitter reviews your request

The sitter has up to 72 hours to respond. During this time, you can exchange messages to discuss your pet’s habits, specific needs, and any important details.

1. The sitter accepts the request

If the sitter confirms availability, you receive a notification with the final price clearly displayed. This amount includes the daily rate and all applicable fees.

1. You complete the payment securely

To confirm the booking, you need to finalize the payment directly on our platform. It will be securely held and only released to the sitter after the service is completed.

1. You organize a Meet & Greet (recommended)

Once the booking is confirmed and paid, you can schedule an introductory meeting. This allows you to meet the sitter, review expectations, and ensure everything feels right before the big day!

1. The service takes place

On the agreed date, the sitter takes care of your pet according to the arrangements discussed. During the stay, you may receive updates and photos.

1. After the service

When the booking is completed, the sitter receives his money and you can leave a review on the sitter’s profile. Your feedback helps other pet owners make informed decisions! At any time, you can track the status of your request or booking directly from your Dashboard.

• On desktop:

Go to your Dashboard and click on “My Requests” in the left-hand menu.

• On mobile:

Go to your Dashboard and tap the “Requests” icon at the bottom of the screen. This gives you complete visibility over every stage of the process, from the initial request to the end of the service.

Absolutely! It is even strongly recommended 😊

The introductory meeting, called a Meet & Greet, is part of the normal booking process. It allows you to:

• Meet the sitter in person
• Discover the environment where your pet will stay
• Check interactions with other animals
• Share important details (feeding, medication, habits, specific instructions)

For security reasons, the Meet & Greet feature becomes available only after the booking is confirmed and paid. This guarantees commitment from both parties and ensures you are protected through the platform. If after the meeting you feel it is not the right fit, you can cancel the booking before the service begins. You will be refunded according to our cancellation policy and can search for another sitter with peace of mind. Our goal is for you to leave feeling confident and reassured.

A Meet & Greet is a short introductory meeting between you and your sitter before the big day. It allows you to meet in person, introduce your pet, review routines, and make sure everyone feels comfortable before the stay. This feature becomes available only after the booking has been confirmed and paid, to ensure commitment from both parties and guarantee that your reservation remains fully protected on the platform.

To schedule the meeting:

• Go to your Dashboard
• Open Messages
• Select the chat with the sitter you have booked
• Click on the blue “Meet & Greet” button at the top of the conversation

You will then be able to:

• Choose the preferred date
• Select the time
• Indicate the meeting location

The sitter will receive a notification and can either confirm your proposal or suggest an alternative time.

Certain information is automatically blocked to protect both parties. This includes phone numbers, email addresses, external links, social media, last names, and precise addresses. The purpose is simple: to prevent fraud and ensure your booking remains fully protected on the platform. If a booking is arranged outside Holidog, secure payment and the HoliVet Guarantee cannot apply. To organize a meeting, there is no need to exchange contact details beforehand. Once the sitter accepts your request and you complete the payment, you can schedule a Meet & Greet directly from your conversation by clicking the blue “Meet & Greet” button at the top of the chat. After the booking is confirmed and paid, the necessary contact details also become accessible in your Booking details section. Keeping communication on Holidog guarantees secure payment, coverage during the stay, and easier assistance from our team if needed.

If your message was blocked, it likely contained information automatically filtered by our system, such as contact details, external links, social media information, last names, or a precise address. This moderation system is designed to protect both you and the sitter and to ensure that all bookings remain secure on the platform. Conversations arranged outside Holidog are not covered by secure payment or the HoliVet Guarantee. You can simply resend your message without including contact details and continue the discussion through the platform chat. If you wish to organize a meeting, you can do so directly after the sitter accepts your request and the booking is paid. The blue “Meet & Greet” button will appear at the top of your chat, allowing you to schedule the meeting securely through the platform. Once the booking is confirmed and paid, the necessary contact details also become available in your Requests details section.

The exact address becomes visible after your booking is validated and paid. Before that, only the approximate location (city or neighborhood) will be visible on the profile. This security measure protects the sitter’s privacy and ensures the stay remains properly managed through the platform. Once the booking is confirmed, the full address automatically appears in your booking details. You can then organize a Meet & Greet if you wish, which we strongly recommend to ensure everything meets your expectations.

This information is available directly on the sitter’s profile. To find it:

• Open the sitter’s profile
• Scroll to the section “Meet (Sitter’s name)”
• Click on “Show more”
• Scroll down to “Sitter’s pets” to see whether they have their own animals

Some sitters also describe their daily routine, such as whether they work from home or how many hours a pet may be left alone. If anything remains unclear, you can ask the sitter directly through the platform chat before confirming your booking. Clear and transparent communication ensures the stay aligns with your pet’s needs and your expectations.

This information is available directly on the sitter’s profile. To find it:

• Open the sitter’s profile
• Scroll to the section “Meet (Sitter’s name)”
• Click on “Show more”
• Scroll down to “Sitter’s pets” to see whether they own animals and what type

You can also review the section “What this place offers” on the sitter’s profile. This area provides details about their home environment, such as the type of accommodation, the presence of a garden, or other relevant features. If anything is unclear, you can ask the sitter directly through the platform chat before confirming your booking. Clear communication ensures the environment is fully suited to your pet’s needs.

Once your booking has been accepted and confirmed, a few simple steps will help ensure everything runs smoothly 😊

Here is what to do next:

• Complete the payment if it has not yet been finalized. The booking is fully secured only once the payment is processed through the platform.
• Schedule a Meet & Greet directly from your conversation by clicking the blue “Meet & Greet” button at the top of the chat. This allows you to meet the sitter, review expectations, and confirm that everything feels right before the stay begins.
• Share all essential information about your pet, such as feeding instructions, medication, daily routine, emergency contact details, and your veterinarian’s information. Clear communication helps prevent misunderstandings.

On the day the service begins, bring or hand over your pet according to the agreed arrangements. During the stay, the sitter may send updates and photos to keep you reassured. At the end of the service, collect your pet and leave a review on the sitter’s profile. Your feedback helps maintain a transparent and trustworthy community for all pet owners!

You can check a sitter’s availability directly from their profile.

To do so:

• Open the sitter’s profile
• Review the calendar displayed on the page to see their indicated availability

Keep in mind that the calendar reflects the sitter’s general availability, but sending a booking request remains the most reliable way to confirm specific dates. You can submit a booking request directly for your desired period. The sitter will then confirm whether they are available and review the details with you. For last-minute requests (less than 48 hours before the start date), we recommend contacting several sitters in parallel. This significantly increases your chances of securing care quickly and avoids unnecessary delays.

Yes, regular bookings are absolutely possible! To get started, create an initial booking to establish the relationship with the sitter. Once confirmed, you can let them know via chat that you’re looking for recurring care. Many sitters are happy to accommodate regular arrangements once everything is clearly discussed. For now, each stay needs to be created as an individual booking. But here is the good news: a recurring booking feature is currently in development and will make this process even easier soon! 😉

You can cancel a request or a confirmed booking directly from your account.

To do so:

• Go to your Dashboard
• Open Messages
• Select the relevant conversation
• Click on the three dots in the top right corner of the chat
• Select “Withdraw request/ Cancel booking”

The refund depends on when the cancellation occurs and on the type of service booked.

For boarding, house-sitting, and visits:

• Cancellation at least 72 hours before the start: full refund of the service (excluding service fees)
• Less than 72 hours before the start: 50% refund of the unused days (excluding service fees)

For dog walking:

• Cancellation at least 24 hours before: full refund (excluding fees)
• Less than 24 hours before: 50% refund (excluding fees)

Please note that service fees are non-refundable when the cancellation comes from the client. Refunds are issued to your original payment method within 5 to 10 business days. In special situations, our team can review your case individually. If you need assistance, you can contact us at any time via the Support button in your account, we are here to help.

You can delete your account directly from your settings, or by contacting support. On Desktop

1. Go to your Dashboard
2. Click on the Settings tab
3. Scroll to the bottom of the page
4. Click “Delete account”

On Mobile

1. Go to your Dashboard
2. Open the menu at the bottom right of the screen
3. Tap Settings
4. Scroll to the bottom
5. Tap “Delete account”

Before deletion

• All active bookings must be completed or cancelled
• Pending payments will be processed

After deletion, your data is permanently removed, except for certain financial information that must legally be retained.

If your question is not covered here, you can contact our team directly from anywhere on your Dashboard by clicking on “Report a bug” button. This allows you to submit a request directly to our support team. You can also create a ticket for support through this path:

On Desktop

1. Go to your Dashboard
2. Click on the Support tab
3. Select “Create a ticket”

On Mobile

1. Go to your Dashboard
2. Open the Menu
3. Tap Support
4. Tap “Create a ticket”

Our support team typically responds within 24 hours and remains available throughout your bookings to assist whenever needed!

To ensure every booking goes smoothly and safely, here is a simple guide on how to communicate effectively and protect you from potential scams. Before payment guidelines While you are choosing the perfect sitter, our priority is to keep your personal information secure and avoid any fraudulent activity.

• Do not share contact details: This includes phone numbers, emails, links or social media handles. Keeping your initial chat on the platform prevents unsolicited contact and scams.
• Keep your address private: For your safety, only share your neighborhood if necessary. You will be able to provide your exact street address once the booking is finalized.
• Keep payments on the platform: This is the most important step! By paying through the site, you will have access to our Holivet Insurance (in case of an accident or emergency and our Last-Minute Support (we assist you in finding a replacement if the sitter cancels at the last second).
• Focus on your pet’s needs: Use this chat to ask the sitter about their experience and discuss your pet’s habits and medical history. Avoid unrelated topics.

💡 Help us protect you: If a sitter asks you to share your phone number immediately or insists on being paid in cash/outside the platform, please let us know. This helps us keep the community safe for everyone. After payment guidelines

Once the booking is confirmed, the safety restrictions are automatically lifted so you can finalize the details with total peace of mind:

• Exchange contact details: You can now exchange phone numbers to call or text each other for easier updates and real-time photos during the stay.
• Share the service address: Share your exact address and any specific entry instructions for the sitter.
• Organize a Meet & Greet: We highly encourage you to meet the sitter in person before the service starts! It’s the best way to see how they bond with your pet.
• Enjoy being fully protected: Your booking is now officially covered by our Holivet safety guarantee, and our support team is standing by to help if needed!

Important Note: Respecting these rules is essential for everyone's safety. Intentionally bypassing our payment system or failing to follow these guidelines can lead to account sanctions or a permanent ban from the platform.

Finding the perfect match for your pet is all about timing and clear communication. Follow these 5 tips to get a "Yes" in record time.

1. Prioritize recently active sitters

To ensure a quick response, prioritize sitters who have been active recently (see label on search page). We recommend contacting those who have logged in within the last 3 days. An active profile is a sign of a sitter ready to take on new bookings!

1. Reach out to multiple sitters

Don’t wait for just one answer. On average, we recommend contacting at least 5 sitters. This significantly increases your chances of finding the one and ensures you have a backup plan if your first choice is unavailable.

1. Activate Smart Assist

Let our technology do the legwork for you! If the sitters you contacted aren't responding or are unavailable, Smart Assist takes over. It automatically identifies other available sitters who match your needs and invites them to check your request. The first available sitter will then contact you directly!

1. Provide all details in the first message

Be transparent from the start so the sitter can evaluate the request immediately. In your first message, include:

• Behavior: Is your pet calm, energetic, or anxious?
• Compatibility: Does your pet get along with children, cats, or other dogs?
• Special requirements: Mention any medical treatments or specific stay conditions.
• Logistics: approximate drop-off/ pick-up preferences.

1. Respond quickly to their questions

Speed goes both ways! If a sitter asks a follow-up question, try to reply as soon as possible. Top-tier sitters are often in demand and usually prioritize owners who are the most responsive and ready to finalize the booking!

Booking through Holidog is more than just a search: it’s a guarantee. By keeping your payment on the platform, you unlock three essential protections:

1. Holivet Guarantee

Accidents happen. That’s why every official booking includes our Holivet Guarantee, that covers emergency veterinary expenses up to 1000 € per stay. Without an on-platform payment, your pet is not covered.

1. Last-Minute Guarantee

If your sitter cancels at the last second, we don't leave you stranded. Our team will prioritize your request to help you find a replacement sitter immediately so you can keep your travel plans.

1. Secure Payments & Support

• Anti-Scam: Your money is handled through our encrypted system, protecting you from fraud.
• 7/7 Assistance: Our support team is available to mediate any issues and answer your questions throughout the stay.