Qualification & verification
Who can join Trusted Pet Parents?
Anyone 18 or older who completes our qualification process. Every member is identity-verified and passes a criminal-records background check before they can provide or book care.
What does qualification involve?
You build your profile and add your pets, verify your identity (including a government ID and a quick selfie) through our verification partner, and complete a criminal-records background check. Once approved, you become a qualified member.
How long does it take?
Identity verification is usually quick. Background checks often clear within a few minutes to a few business days depending on court and jurisdiction response times. We’ll notify you as your status changes.
Do I get anything for qualifying?
Yes — newly qualified members receive a one-time welcome bonus of 20 Pet Credits.
How Pet Credits work
What are Pet Credits?
Pet Credits are the community currency you use to exchange care. You earn credits by providing care and spend them when you book care from another member.
Do Pet Credits have cash value?
No. Pet Credits are a platform feature for exchanging care. They have no cash value and cannot be sold, transferred, or withdrawn for money.
What happens to my credits when I book?
The credits for a booking are placed on hold when your request is confirmed and settled to the provider once the booking is complete. If a booking is cancelled, held credits are released back to you.
Trust & safety
How do you keep the community safe?
Every member is identity-verified and background-checked before they can participate. Bookings use secure drop-off and return PIN confirmations, and members can leave reviews after each booking.
What are handoff PINs?
When care begins and ends, a short PIN confirms the handoff between members, so both parties agree that the pet was dropped off and returned as planned.
What should I do if something feels wrong?
Trust your instincts and keep communication on the Platform. If you have a safety concern, contact us right away at our contact page.
Bookings
How does a booking work?
You find a member offering the service you need, send a booking request with the date and your pet(s), and the provider accepts. After the booking fee is paid, the booking is confirmed, and you use PINs to confirm drop-off and return.
Can I book more than one pet?
Yes. Credits and the booking fee are calculated based on the number of pets and the service, and shown to you before you confirm.
How do cancellations work?
Cancellation terms are shown when you book and can depend on timing. Held credits are released when a booking is cancelled; booking fees follow the cancellation and refund policy shown at booking.
Payments & fees
What am I charged?
Care itself is exchanged with Pet Credits. A cash booking fee covers the platform and is charged securely through our payment processor when you confirm a booking.
Is my payment information secure?
Payments are processed by our PCI-compliant payment provider. We do not store full card numbers on our servers.
How do refunds work?
Refunds, where they apply, follow the cancellation and refund policy presented during booking and are returned to your original payment method.
Notifications
How will I be notified?
You’ll get in-app notifications and, based on your preferences, emails and browser push alerts. For critical events you can also opt in to SMS text messages.
How do I manage my notifications?
Open your profile settings to turn Email, Push, and SMS on or off. To receive SMS, add and verify your phone number first. You can change these anytime.