Your Frequently Asked Questions Answered

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General Information

How do I know my pet will be in good hands?
At PetMate, we are pet lovers at heart. Our drivers are either owners of pets themselves or have had prior experience handling pets as regular drivers for some of our partners. New drivers have to fulfill training hours to make sure they are equipped with dealing with your furry family. We also have a strict protocol to make sure proper procedures are in place.

How soon can my PetMate be here? Are you guys on-demand?
To ensure that we can make the best possible preparations for you, we encourage you to book your pet taxi ride with us as early as possible, no later than one hour in advance.

Where can I use my PetMate?
We are currently active in Singapore. We will add more cities soon.

When can I use PetMate?
We operate 18 hours (between 6 am and midnight) a day, 7 days a week, 365 days a year.

What if I have an emergency and I need transport asap?
Do make a booking through the app and let us know the urgency via Facebook Messenger. We will definitely try our best, but if it’s too short a notice, we can’t guarantee that a PetMate will be available.

Payment

Can I pay by cash?
No, we currently offer online payment through credit card only. You will only be charged after a successful match with a driver.

Booking

Can I request a specific PetMate?
You cannot request a specific PetMate at this time. We will always dispatch the best PetMate for the job.

Can I book a return trip on the same day?
Absolutely, if you need a return trip on the same day simply click ‘Return Trip’ in the app and indicate the time. We even offer a discount of 20% on the return.

When will I receive details of my PetMate? 
Usually, you will receive this pretty fast after your booking. Sometimes it takes a bit longer because it is possible that during peak hours drivers are more difficult to find. Just stay-tuned!

Can 2 or more humans travel together with their pet?
Yes it’s possible. As a rule of thumb, the total number of humans and pets must fit into a car comfortably. Please state the number of passengers in your booking (refer to image below). If there are more than 2 passengers, do mention it in the ‘Notes’ section (refer to next question).

Screen Shot 2016-04-19 at 10.18.04 PM

What should I write in the Notes section?
Anything that you feel would be good for us to know! Here are some examples:

  • You’re travelling with more than 2 passengers
  • Your pet has a tendency to get car sick
  • Your dog is very shy with strangers
  • The car windows have to be wound down during the journey to put your pet at ease.

Screen Shot 2016-04-19 at 10.25.20 PM

Is it compulsory for my pet to have a chaperone on the trip?
No it’s not. If your pet is travelling alone, please ensure that it’s properly leashed or put in a carrier.

How is the rate calculated?
Rates are determined by the distance and estimated time from pick-up to drop-off and the capacity of the platform.

Can I get a fare estimate before I confirm my booking?
Yes, please key in your booking details in our app and when you click on ‘Get a Quote’, the fare will be displayed before you confirm your booking. Make sure you have the latest version from the App Store or Google Play installed.

Changes & Cancellation

Can I cancel my booking?
Cancellations made more than 1 hour prior to pickup will incur a 10% charge. If it’s less than 1 hour, 100% of the fare will be charged.

Can I change the date or time of my booking?
Yes, please contact your appointed driver directly. If your driver is unable to accommodate that change, please contact us via Facebook Messenger and we’ll find a new driver for you.

Contact

I can’t seem to find a contact number on your website or app. 
Do contact us via Facebook Messenger if you require immediate assistance. Alternatively, you may also email us at salessg@petmate.me if your query is less urgent. 

PetMate Driver

How do I sign up as a PetMatedriver?
Please sign up at CarPal (our parent company) and select “pet transportation”. Have a question? Please read the FAQ. 🙂

 

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