FAQ for Pet Owners

FAQ for Pet Owners

I've never left my pet with a pet sitter before. Is Pawshake for me?

Absolutely. Pawshake is a community animal lovers who welcome others' animals with great pleasure. Your dog will be much happier than in a kennel. Take a look at the pet sitter profiles on our site - verified by our team - and let us know what you think.

Can I really trust a pet sitter?

Pawshake is a platform that puts animal owners and pet sitters in contact. In the interest of animals' wellbeing, we verify the contact details of pet sitters in various ways before they appear on the site. Then, after the stay, owners can leave an evaluation of their experience.

I'm hoping to meet the host family before placing my pet with that family. Is that possible?

Absolutely. As a matter of fact, we encourage a meeting beforehand between the pet sitter and the pet. You can request this by clicking on "Contact Me." Try to meet in a neutral place, because sometimes the host family's pet attempts to defend its territory.

Is it possible to find a pet sitter for a single night?

Absolutely. The site has the advantage of having a large offering of pet sitters.

Does my pet need anything during its stay with the host family?

As it is not advisable to modify a pet’s diet, we suggest owners provide the pet sitter with the animal’s food for the duration of stay.

We also suggest that the owner provide the pet sitter the animal’s favorite toys and accessories to minimally disrupt the animal’s routine.

It is possible - through the site - to agree with the host family on items to bring. Here are some suggestions:

  • Food and snacks
  • A leash
  • Toys
  • Bowl for eating or drinking
  • Basket and blankets
  • If needed, old clothes with the owner's smell for reassurance.

To make your life easier, we have prepared a list of instructions that you can give to the pet sitter or host family. This list includes instructions concerning food, your dog's favorite items, your vet's name and address, and numbers of contacts in case of emergency.

Are there pet sitters on Pawshake that offer specialized care?

Yes. We request that Pawshake pet sitters describe the care they offer as thoroughly as possible. Some indeed have a specialization. Look through the list of pet sitters in your region to see who is the best person to take care of your pet.

What happens when my pet gets sick or hurts itself in the care of the pet sitter?

Happily, cases of emergencies are very rare, but it's best to prepare for them. If there’s an emergency, the pet sitter must decide the best course of action: either to go to the nearest veterinarian or, if possible, go to the pet's own veterinarian.

Is it possible to modify or cancel your reservation?

Pawshake pet sitters offer three types of reservations:

  • Flexible Reservation (flexible cancellation policy): full refund up to 5 days before the beginning of the reservation, then 50% refund afterward
  • Moderate Reservation (moderate cancellation policy): full refund up to 10 days before the beginning of the reservation, then 50% refund afterward
  • Strict Reservation (strict cancellation policy): no refunds

If you need to cancel a booking. Please contact Pawshake by email (please provide the booking reference number) and we will happy to help you. 

At what point do I have to pay the pet sitter or host family?

Pawshake will ask for your payment information to complete your online reservation. However, not until the moment the reservation is accepted by the pet sitter does the sum owed get debited from your account or credit card. The pet sitter is paid at the end of the stay.

Do I pay the pet sitter or host family myself?

No. All payments are carried out via Pawshake's website. It's easier and more secure. This also allows you to concentrate on the relationship with the pet sitter.

What if I am unable to make the appointment as agreed?

Host families and pet sitters define their own cancellation policies. For more information, please check the pet sitter’s profile.

Does Pawshake offer insurance?

Yes, your pet is insured during the period of booking!

Pawshake has your backing with a free Insurance covering for all services booked through our site or mobile app! This means that you will benefit from ultimate peace of mind.

  • Care, Custody, Control – veterinary coverage for animals in pet sitters’ care, custody and control: This section provides veterinary coverage for the guest pets in the pet sitter’s care, custody or control. There is a $3000 deductible for medical claims covered by the pet owners.
  • Public Liability Insurance – covers pet sitters against third party claims: This section will pay those sums that pet sitters become legally obliged to pay as damages because of bodily injury to a third party person or damage to property of a third party. Claims are subjected to a $3000 excess payable by the pet sitter at the time of the claim.


For more information, please check www.pawshake.com.hk/insurance

What is included in Home Visits ?

Here are some services you should expect from the pet sitter for a home visit. As always, make sure you have a clear agreement. 

  • Fresh Water/Food for pets
  • Playtime and Cuddles - TLC Time
  • Administering Medication (optional)
  • Daily Written Report/Dairy - Notes and Checklist
  • Text Message and Daily Photo Update to Client (via the Pawshake app)
  • Bring in the Mail/Newspapers/Advertising Material
  • Alternate the Lights and Curtains
  • Water Indoor/Outdoor Pot Plants
  • Pooper disposal/Litter Box
  • Recycling/Garbage Disposal 
  • Security Check on premises

What costs are involved with Pawshake Pet Insurance?

There are no upfront  or ongoing costs for insurance. This is covered in the portion of the fee paid to Pawshake.

Please note - there is a $3000 excess on medical expenses. What does this mean? In the unlikely case of an emergency, the pet sitter pays up to $3000, and if the claim is successful, Pawshake pays the remainder. This cost is to be negotiated privately between the sitter and owner following the booking. If the cost of the visit is less than $3000, this cost is to be negotiated privately between the sitter and owner.

Please check our insurance details page for more information www.pawshake.com.hk/insurancedetails

How do I make a reservation on Pawshake?

  • Step 1: Enter your address in the search bar on the Pawshake homepage to browse local sitters. 
  • Step 2: Make an enquiry: Contact at least two sitters by making an enquiry. Sitters must first pre-approve your enquiry before you are able to make a reservation.   Pre-approval is a way for sitters to let you know that they are available and interested when you ask about a potential reservation. Simply click on the button "Send Enquiry" on their profile listing to make contact with the sitter. Once your reservation has been pre-approved, you can automatically confirm the reservation for the specific dates you have provided. Important: your reservation isn’t confirmed until you’ve clicked "Book Now".
  • Step 3: Book it! Click on "Book Now" to finalise the booking. At this time, the amount for the booking is reserved in your chosen payment account. There’s no payment, just an authorisation for the amount. Once the booking is confirmed by the sitter, the amount is withdrawn from your payment account. At this time, there has been a payment.