Requesting Covers

Cancelling a service

In the event you’re unable to complete a service, you may request a cancellation through the Walker App. Requesting a cancellation makes the service available for another Pet Caregiver to accept. While we understand you may need to cancel on a rare occasion, repeated cancellations may affect your Pet Parent Favorability. More importantly, it results in a poor experience for the Pet Parent and their pet.

How do I cancel a service?

You can submit to cancel from the Home Screen of the Walker App:

  • Tap "Booked" (the calendar icon) →
  • Tap the red bell →
  • Tap "Request a Cancellation" →
  • Tap "Yes" & select the service(s) for which you need to cancel.

Does cancelling affect my ability to book services?

While there may be rare occasions where you need to cancel, repeated use of this capability or calling Support to request a cancellation may affect your cancellation rating (which is part of your Pet Parent Favorability). More importantly, it results in a poor experience for the Pet Parent and their pet.

I cancelled a service and now I can't book a service! Why?

High cancellation rates and no-shows may negatively impact the way Pet Parents rate you and may affect your ability to request new opportunities. If you are unable to request opportunities due to frequent cancellation requests, try again in 24 hours. Cancellations or schedules missed during or after this 24 hour period may result in an impact to your ability to request opportunities for up to 30 days.

What if the Pet Parent requests a cancellation?

If a Pet Parent needs to cancel a service, they need to do so in the "Schedule" tab of the Wag! App. Cancelling at the request of a Pet Parent, can affect your cancellation rating (which is part of your Pet Parent Favorability).

Running Late

Running Late?

What do I do if I'm running late?

If you are running late for a scheduled service, please communicate with the Pet Parent via in-app chat and update your ETA (iOS only). If you fail to do so, the service will be cancelled and you will not receive a payout or a cancellation fee for the service.

How do I update my ETA if I'm stuck in traffic or running behind?

If you're running late and you're using an iOS device, you can update your ETA for an active service by tapping the "ETA" button in the top right corner of the screen.

Schedule Changes

Pet Parent Schedule Changes

What do I do if a Pet Parent needs to update their schedule?

If a Pet Parent reaches out to you to request a schedule change including a change in time, an extension, an addition to dog count, or a cancellation, please redirect them to the Wag! App, where they can make changes to their schedule under the Upcoming Services tile. If the Pet Parent appears to be double booked, please have them contact support via the "Help" tab in the Pet Parent app.