Question 1

Do my customers need to download an app?

Accepted Answer

No! The pet owner experience works entirely in the browser on any device. There's nothing to download from the App Store or Play Store, no storage space used, and no app icon sitting unused on their phone. Customers simply open the booking link (or scan a QR code) and book instantly. Over 70% of bookings happen on mobile devices, proving the web experience works beautifully.

Question 2

How does passwordless authentication work?

Accepted Answer

Customers enter their phone number and receive a one-time SMS code. That's it. No passwords to remember, no 'forgot password' emails, no friction. Returning customers are instantly recognised when they enter their phone number, and all their pets, preferences, and payment methods are loaded automatically. This dramatically reduces booking abandonment.

Question 3

What can customers do in their self-service portal?

Accepted Answer

The portal gives pet owners 24/7 access to: book new appointments, view and manage upcoming bookings, reschedule or cancel (if allowed), purchase prepaid packages, view package credit balances, update contact information, manage pet profiles (including allergies, grooming preferences, and vaccinations), add payment methods, view booking history, and download invoices/receipts. Over 50% of appointments are now booked through self-service, with 70%+ happening after business hours.

Question 4

How do customers book appointments themselves?

Accepted Answer

Customers enter their phone number first. Returning customers are instantly recognised with all their pets pre-loaded. New customers provide minimal details (pet name, suburb, optional weight) to see availability. Only after selecting a time do they complete full details like contact info, terms acceptance, and payment method. This progressive approach means customers see availability fast without filling out long forms upfront.

Question 5

Can customers reschedule or cancel online?

Accepted Answer

Yes, if you enable these options. Configure rescheduling and cancellation rules per service: allow/disallow self-service changes, set notice periods (e.g., 24 hours), and define any fees. Customers see available options and any applicable policies when making changes. All changes trigger automatic notifications to you and updated confirmations to them.

Question 6

How do customers purchase packages?

Accepted Answer

Customers browse available packages on your portal, see the value (e.g., '10-Pack Dog Walking - Save 20%'), and purchase with their saved payment method or new card. Credits are added to their account immediately. When booking, they can choose to use package credits instead of paying per appointment.

Question 7

Can customers update their pet information?

Accepted Answer

Yes! Customers can update their pet's profile including: contact information, emergency contacts, and general notes. However, certain fields like vaccination records and medical notes require staff verification. Customers can upload documents but you approve them. This ensures data accuracy while giving customers convenient access.

Question 8

How do customers add payment methods?

Accepted Answer

In the portal, customers go to 'Payment Methods' and add a card. Petboost uses Stripe for secure card storage. Card details are encrypted and never stored in Petboost directly. Customers can add multiple cards and set a default. Cards on file enable auto-pay and pre-authorisation for a smoother booking experience.

Question 9

Can customers see their booking history?

Accepted Answer

Yes! The portal shows complete booking history: past appointments (with dates, services, team members), invoices and payment records, package purchases and usage, and course enrolments and attendance. Customers can download invoices for their records. This transparency builds trust and reduces 'when was my last visit?' enquiries.

Question 10

Can customers view vaccination requirements?

Accepted Answer

When booking services with vaccination requirements, customers see what's needed. If their pet's vaccinations are missing or expired, they're prompted to upload updated records. You receive the uploads for verification. This helps ensure compliance without back-and-forth phone calls about vaccination status.

Question 11

Can customers book multiple pets at once?

Accepted Answer

Absolutely! During booking, customers can select multiple pets from their household. Each pet can have the same service or different services. The system calculates pricing including any multi-pet discounts and shows available times that work for all pets. One booking, one confirmation, one payment.

Question 12

What does the customer portal look like (branding)?

Accepted Answer

Your portal features your business name, logo, and colours. It's co-branded with your identity prominent. Customers associate the professional experience with YOUR business. The Petboost name appears subtly. You get enterprise-grade software with your brand front and centre, without the cost of custom development.

Question 13

Can customers reply to appointment notifications?

Accepted Answer

Automated emails can be configured with reply-to addresses that go to your business email. For SMS, businesses on Business Pro, Flex, or Max can add Communications Booster, our optional 2-way SMS add-on with a dedicated Australian mobile number. With Communications Booster, customers can reply directly to SMS notifications and you get a full conversation inbox. Without Communications Booster, SMS notifications are one-way and customers can use the contact details in their notifications or the portal contact options.

Question 14

How do customers contact my business through the portal?

Accepted Answer

Your business contact details (phone, email, address) are displayed in the portal. Customers can click-to-call or click-to-email directly. Some businesses also add custom messages or instructions on the portal. For urgent enquiries, your phone number is prominently displayed.

Question 15

Do customers need to create an account to book?

Accepted Answer

No traditional account creation is needed. Customers verify their phone number via SMS, then provide minimal details to book. There's no username/password to remember. Phone number IS their identity. Returning customers simply enter their phone, verify with SMS code, and all their data is pre-loaded. This is much faster than traditional email/password account systems.

Question 16

What information is collected during booking vs. separately?

Accepted Answer

The booking flow progressively collects the essentials upfront: pet name, breed, weight, birthdate, owner contact details, suburb/address, terms acceptance (timestamped), payment method, and vaccination certificates. For deeper questionnaires, waivers with e-signatures, or service-specific paperwork, use the built-in intake form builder (Fields & Forms). Forms can auto-send via SMS and email when a booking is created, or clients can complete them inline during checkout. Additional details like allergies, grooming preferences, and care notes can also be added to pet profiles anytime.

Question 17

How is this different from competitor pet parent apps?

Accepted Answer

Most competitors require app downloads from the App Store or Play Store. These apps often sit unused, taking up storage space. Petboost works instantly in any browser with zero downloads. Plus, we use phone verification instead of email/password, which means zero password resets and instant returning customer recognition. No friction, no forgotten passwords, no app updates.

Question 18

Why can't my customer cancel their appointment online?

Accepted Answer

Check these settings: (1) Self-service cancellation is disabled for the service - go to Services → [Service] → Booking Settings → Allow Self-Cancellation. (2) They're past the cancellation notice period - if your policy is 24 hours and appointment is tomorrow, they can't cancel online. (3) They're trying to cancel a recurring series - individual appointments can be cancelled but entire series may require staff action. (4) The appointment is already past start time. If cancellation should be allowed, adjust your service settings or cancel on their behalf.

Pet Owner Experience

Pet Owner Experience FAQ

Pet Owner Experience

Pet Owner Experience FAQ