Question 1

How does booking work?

Accepted Answer

Choose a service, city, provider and dates, then send an enquiry. An enquiry is not a confirmed booking. Agree on the service in Messages. The provider can send a signed-in owner an offer with the time and total price; the owner creates a booking by accepting it. For a direct request for an available time, the provider confirms the booking. Once their Stripe account is ready to receive payments, check the amount and cancellation terms in the booking and pay by card through Stripe before the service starts. Track payment status in your booking. You can leave a review after the service takes place and completion is recorded.

Question 2

Can I cancel a booking?

Accepted Answer

Open your booking and select cancellation. Standard cancellation: full refund at least 48 hours before the start, 50% from 24 to less than 48 hours, no standard refund less than 24 hours before the start. Provider cancellation: full refund. An unstarted service is fully refundable within 14 days of payment. Statutory rights take precedence; requests after the service starts are reviewed individually. Commission is refunded proportionally. Stripe does not return its original processing fees.

Question 3

What if my pet gets sick during the stay?

Accepted Answer

Your sitter should contact you right away so you can decide on the next step together. For emergencies, we recommend agreeing on a vet and emergency contact in advance.

Question 4

How do reviews work?

Accepted Answer

Only the owner of a PetPark booking can submit a review, after the service has taken place and the booking is marked completed. The deadline is 90 days from the recorded completion. Each booking allows one review: a rating from 1 to 5 stars and a comment. Reviews become public after checking compliance with community rules; both positive and negative experiences are published. Payment or an enquiry alone does not make a booking eligible for review.

Question 5

Can I visit my pet during the stay?

Accepted Answer

Agree on visits and photo updates with the provider in advance. Booking photos are available when the provider sends them; daily updates are not automatically guaranteed.

Question 6

How do I become a sitter?

Accepted Answer

Use Become a sitter to submit your business details and services. The initial form is for registered businesses. Contact support about other lawful ways of providing services. Your profile remains private until review and approval.

Question 7

How does verification work?

Accepted Answer

Public profiles require application review and approval. Checks may include a manual review of business details or an approved identity check. A business review is not the same as a verified identity badge; check what the profile actually confirms.

Question 8

How much can I earn?

Accepted Answer

Earnings depend on your location, services, number of bookings and the prices you set. PetPark’s commission is 10% of the confirmed service price and is deducted from the provider. No additional commission is charged to the owner.

Question 9

Can I decline a booking?

Accepted Answer

Yes. You stay fully in control of your schedule and can accept or decline a new enquiry. If you cancel an accepted, paid booking, the owner is entitled to a full refund.

Question 10

Do I need special insurance?

Accepted Answer

Do not assume a booking includes PetPark insurance. As a provider, check your own obligations and coverage for the services you offer and explain your terms to the owner before agreeing.

Question 11

Which payment methods are available?

Accepted Answer

Card payment through Stripe is active. Pay in an accepted booking after the total price is confirmed, once the provider has a connected Stripe account ready to receive payments. Start a new payment at least 35 minutes before the booking begins. The Stripe link lasts up to 45 minutes; payment must finish before the link expires and the service begins. Select payment in your booking and complete the card payment on Stripe’s checkout page. The final amount is shown before you pay.

Question 12

When does a sitter get paid?

Accepted Answer

Payment is processed directly on the provider’s connected Stripe account, with PetPark’s 10% commission collected automatically. Bank payouts depend on Stripe’s payout schedule, account verification and any holds; PetPark does not guarantee a fixed payout time.

Question 13

Who issues the service and commission invoices?

Accepted Answer

The provider charges for the service on their connected Stripe account and invoices the owner for the full service price. LJEMICUS DIGITAL j.d.o.o. invoices the provider for its commission. Commission is collected automatically at payment and is not charged again when invoiced. A Stripe payment confirmation or commission statement does not replace the required invoice.

Question 14

What is PetPark’s commission?

Accepted Answer

PetPark’s commission is 10% of the confirmed service price and is deducted from the provider. No additional commission is charged to the owner. Example: the owner pays €30, PetPark’s commission is €3, and the provider retains €27 before any Stripe fees. Registration and browsing are free.

Question 15

Can I get a refund?

Accepted Answer

Standard cancellation: full refund at least 48 hours before the start, 50% from 24 to less than 48 hours, no standard refund less than 24 hours before the start. Provider cancellation: full refund. An unstarted service is fully refundable within 14 days of payment. Statutory rights take precedence; requests after the service starts are reviewed individually. Commission is refunded proportionally. Stripe does not return its original processing fees. Stripe returns refunds to the original payment method. A refund request does not mean the money has reached your account: track the status in your booking. Timing depends on Stripe processing and your bank. If a refund remains pending or fails, contact info@petpark.hr with your booking reference.

Question 16

How does PetPark help keep pets safe?

Accepted Answer

PetPark uses profile verification, user reviews, and support for booking-related issues. Before confirming a booking, we recommend checking the profile carefully and reviewing service details.

Question 17

What if I have an issue with a sitter?

Accepted Answer

Contact support at info@petpark.hr or use the contact form and include the relevant booking details.

Question 18

Is my data secure?

Accepted Answer

We use technical and organizational safeguards, we do not sell personal data to third parties, and we follow GDPR rules.

Question 19

Does PetPark offer insurance?

Accepted Answer

Do not assume a booking is insured simply because it uses PetPark. Ask whether the provider has their own insurance and what that policy covers before agreeing.

Question 20

Which cities is PetPark available in?

Accepted Answer

Availability depends on providers whose profiles are currently published. Select a city in search to view the current supply.

Question 21

How can I contact support?

Accepted Answer

Email info@petpark.hr or use the contact form on the site.

Question 22

Can I use PetPark for cats and small animals too?

Accepted Answer

Services are not limited to dogs, but each provider chooses which pets they accept. Check their profile and confirm they can care for your cat or other pet before sending a request.

Question 23

Is there a mobile app?

Accepted Answer

PetPark is currently available as a mobile-friendly website.

Frequently asked questions.

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