How Does Mad Paws Help Me Resolve Any Issues I have With A Booking?

If an issue arises during a booking, Mad Paws is here to help. Most problems can be resolved through calm, direct communication, but if further assistance is needed, Mad Paws offers a structured dispute resolution process.

Steps to Resolve a Booking Issue

1. Attempt Direct Communication

   Start by messaging your Pet Sitter through the Mad Paws inbox. Clear and respectful communication often resolves most issues.

2. Escalate the Issue to Mad Paws

   • If direct communication doesn’t work, contact Mad Paws Support by emailing trust@madpaws.com.au with:

     • Subject: Include the booking reference number and the word "DISPUTE".

     • Incident Report: Provide a detailed description of what happened.

     • Supporting Evidence: Attach any relevant documents, such as photos, screenshots, or invoices.

     • Desired Outcome: Clearly state how you would like the issue to be resolved.

3. Review Process by Mad Paws

   • A Pet Sitter Manager will investigate the dispute based on Mad Paws’ Terms of Service.

   • Once a decision is made, both parties will be informed, and the case will be closed.

Dispute Eligibility

• The issue must be reported within 48 hours of the booking’s end.

• The booking must have been completed and paid for through Mad Paws.

• The dispute must comply with Mad Paws’ Terms of Service.

Related Articles

• How to Report a Pet Sitter
• Mad Paws Guarantee
• How do I File a Claim?

FAQs

• What requirements must be met to submit a dispute?

  The booking must be completed and paid for via the Mad Paws platform, reported within 48 hours for when the incident occurred, and align with Mad Paws’ Terms of Service.

• Who reviews my dispute?

  The Pet Sitter Manager will review all provided information and documentation to assist both parties fairly.