Your Frequently Asked Questions Answered

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).

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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.

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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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Contest Winners, Adopting Virtues and We’re Hiring!


Pet Expo Contest Winners

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We had a blast at Pet Expo 2016 last week and thank you once again for popping by to visit us!

We would also like to thank those who have participated in our Pet Expo contests, and here are the 3 lucky winners who will be walking away with fantastic prizes!

• Jennifer Ting
• Angie Lee
• Stella Hew

* Winners have already been contacted with regard to prize collection.


Adopting Virtuesimage

Looking to adopt a furry companion? Adopting Virtues, an event organised by Hope For Animals is happening this Sunday 3 April at the Bishan Ang Mo Kio Park from 11am to 6pm. Not only will you get to meet the many shelter dogs who are searching for a good loving home, you can also get a caricature done with your furkid or even enjoy a picnic amidst lush greenery.

PetMate is proud to be the official transportation partner and if you need a pet-friendly ride (one-way or return) to the event, use the promo code ADOPTINGVIRTUES to enjoy 15% off your fare. So come on down and spend your Sunday afternoon at Adopting Virtues! We are sure Fido will be excited to meet new friends too!


We’re Hiring Event Staff (Part-Time)

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✓ Do you have an outgoing personality and radiate positivity?
✓ Are you presentable and with a proficient command of English (Mandarin is a bonus!)?
✓ Are you 18 years old and above and a pet lover?
✓ Most importantly, are you keen to be part of our onsite marketing team at events (duties will include flyer distribution and people interaction).

Yes, I’m keen!
If the above description suits you, please complete this form and we’ll be in touch with you if you’re shortlisted.

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Exclusive Partnership for Pet Transportation

 

Pet Transportation

Calling all those working in the pet care industry! If you have been searching for a safe and reliable pet transportation partner for your furry clients, you’ve come to the right place. 🙂

Why choose PetMate?
✅ We provide dedicated transportation.
 Only pet(s) from the same owner will be travelling in the car at any one time.

✅ You’re assured of seamless transportation from point A to point B, as there will not be extra stops during the trip.

✅ Our on-demand service means you or your clients can book via our app, at least 1-hour in advance to the pick-up time. 

✅ We offer the option of a same day return trip.

✅ We have 100% 5-star reviews on our Facebook page.

✅ Our drivers strive to deliver top-notch service, and most importantly, they are pet lovers as well.

What we can do for you!
By being our Exclusive Partner, you will enjoy the following perks:

? Digital discount voucher for first­-time riders

? Regular social media shoutouts

? Placement of physical vouchers/flyers in your store

? Special partner rates

? Logo listing on PetMate website

? Monthly EDM mention with link to your website

? Limited & exclusive bundle deals

Let us take the hassle out of arranging transport for you.
To know more about this interesting opportunity and your entitlements as our Exclusive Partner, please email us at salessg@petmate.me. We will be in touch shortly!

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Countdown to Pet Expo 2016


Pet Expo 2016

We are just two weeks away from the Pet Expo, have you bought your tickets yet?

The largest pet-ducational fair in Singapore, you can look forward to a host of activities such as Catification with Jackson Galaxy (host of Animal Planet’s long-running hit show My Cat From Hell), the CFA Cat Show 2016, SKC Championship Show as well as workshops on dog obedience and grooming for rabbits.

For more information: Tickets | Seminars | Workshops 

Visit Us!
If you are interested to join us as a PetMate driver or would like to know more about our dedicated pet transportation services, do stop by and visit us and maybe even win yourself a prize! Look out for the peeps in white with the distinguishable PetMate cap, stationed near the entrance of Pet Expo.

Need a Ride?
Book your pet taxi ride to the Pet Expo as early as possible, no later than one hour in advance, and remember to use the special discount code PETEXPO2016.

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Are you my PetMate driver?

 

You’ve made a successful pet taxi booking, what’s next? Fret not, identifying our PetMate driver is easy!

PetMate driver

  1. Driver’s name – Upon arrival, do double check that the driver’s name matches the one displayed in the app (a new feature!).
  2. PetMate Car Decal – All PetMate drivers will have a car decal on the windscreen.
  3. PetMate Cap – Our PetMate drivers will be wearing a cap (as pictured above).

Pet Expo 2016

Pet Expo Event Highlights

From 25 – 27 March, a line-up of exciting activities ranging from workshops to seminars awaits at the Pet Expo. Purchase a 3 Day Pass (only available for online purchase) to avoid missing out on all the exciting programmes happening each day.

As the official Pet Transportation Partner of Pet Expo, PetMate is offering discounts off your pet taxi ride with this promo code: PETEXPO2016. So book your ride now and bring your pet along to this not-to-be-missed event!

For more information: Tickets | Seminars | Workshops 

Limited slots available so book your tickets today! Workshop and Seminar Tickets include same day admission to Pet Expo 2016.

 

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You requested, we listened: The latest PetMate app update

 

Thanks for all your feedback, we’ve been working on refining our PetMate app to improve your user experience. And we are really excited to announce that the updated version will be launched soon, so stay tuned!

Here’s a sneak peek at what’s new:

1. Favourite Locations
You can now add your most often picked up/dropped off places for an even more hassle-free pet taxi booking!

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2. My Bookings
With this new “My Bookings” feature, you’re now able to view the status – Confirmed | Dispatching | Pending & Cancelled | Completed – of all your past and current bookings.

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3. Driver’s Contact
Once a successful booking is made, the name of our PetMate driver will be indicated under “Driver” with a quick call option. Screen Shot 2016-02-28 at 7.06.02 PM

Book your ride well in advance!
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. If you’ve any special requirements or anything that you think we should know, eg your dog has motion sickness, please also indicate this under the “Notes” portion in the booking form.


logo@2x-300x77 – PetMate is also proud to be the official pet transportation partner of the Pet Expo , Singapore’s largest pet-ducational fair, which will be held at the Singapore Expo Hall 7 from 25-27 March 2016. We hope to see you there!

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How To Book Your PetMate

If you’ve always wanted to use PetMate but never knew how, here’s a step-by-step guide to booking your first pet taxi ride!

Step 1: Download the PetMate app from App Store or Google Play.

Step 2: Sign in with your email and password or swipe to the next screen to create an account.

PetMate - Sign In

Step 3: Tell us your pet’s name and breed.

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Step 4: Complete the booking form so we’ll know where and when to send our PetMate pet taxi service. Select your pick up location and destination by either marking the position on the map or keying in the address in the search box.

PetMate - Booking Form

Step 5: Click on “Get a Quote” and the fare will be indicated on the bottom left corner. To proceed, click on “Book Now”.

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Step 6: Key in your phone number and remarks, if any. Once that is done, click on “Payment” to confirm your order.

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Step 7: Please provide us with your credit card details and click on “Pay Now” to confirm the request. Your booking is complete and you should receive details of your PetMate driver shortly!

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Changes & Cancellations: If you would like to make any changes to your booking, please contact us directly via Facebook Messenger. There are no surcharges for change of time and date. Please do make sure to contact us at least one hour before the pickup time.

If you cancel the order within 6 hours before pickup, 100% of the fare will be charged. In other cases we will charge a 10% cancellation fee if your driver has been confirmed already.

If you’ve any questions, pls contact us via Facebook Messenger or email us at salessg@petmate.me.

We would also like to wish everyone Gong Xi Fa Cai and may the Year of the Monkey bring you good health and prosperity!

The story behind the pet taxi rates…

 

It’s been a full month since the PetMate pet taxi service has officially launched in Singapore, and so far we have seen overwhelmingly positive responses from all PetMate riders.

Our customers have used PetMate to help transport their pets to visit the vet, go to the grooming store, stay overnight at a pet hotel, going for a swim at a pet-friendly pool, attend large-scale pet events, etc.

pet taxi rates to transport your furry friend
We had the pleasure of sending Psy to Sunny Heights for a swim one afternoon…look at him all happy and excited!!

What about the pet taxi rates?

As PetMate continues to improve our service to cater to specific needs and requirements of our customers, we would like to address some of your burning questions regarding our rates.

We understand that our rates have been one of the main concerns with many of you who are considering trying the PetMate service for the very first time, and so we’d like to give you a better insight into what PetMate offers and what our current customers have been saying about us!

What is included in the pet taxi rate?

  • Fully dedicated service: PetMate offers a very dedicated pet taxi service to one pet owner at a time. If you make a booking with PetMate, a car and a pet-friendly driver will be solely at your service. We do not have any pit stop during your ride to pick up other pets.
  • Flexible time & place: Since we do not operate with a scheduled route like most of the pet taxi services available in town, we are fully flexible to accommodate to your time at any island-wide location. As long as you indicate clearly where and when your pet(s) would like to be picked up and dropped off, our driver will show up at the designated location on time.
  • Well-trained & attentive drivers: Who are the PetMate drivers? PetMate drivers are either pet owners or had prior experience handling pets. All new drivers are required to go through an intense interview plus training sessions to ensure their ability to provide safe and comfortable journeys. If you need help carrying or moving your pet to the vehicle, our driver is always more than happy to help as well.
  • Fulfilling special requirements: Does your pet have special needs when traveling in a pet taxi? So far, PetMate drivers have successfully fulfilled customized requests such as opening the backseat window to let the dog sticks its head out on the ride, placing plastic sheets on the floor, and driving slowly and steadily for easily-nervous dogs.
  • No additional charge for multiple pets & human passengers: Currently there is no extra charge incurred for transporting multiple dogs and human passengers. The only thing you need to do is to make sure the number of passengers is clearly noted in the booking, and that the entire party will be able to fit into a standard-size car/SUV.

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What our customers are saying about us…

At PetMate, we are always striving to provide the best transportation experience. That’s why we ask all customers to help us complete a short survey after their rides to give us their comments and suggestions on ways we can improve. We’d like to share some of their feedback with you…

Aileen wrote:

I saw an article on PetMate on FB yesterday. When I read that the minimum charge for a one-way trip is $27 and a round-trip could go up to $60 – $70, I thought I wouldn’t want to use your service. However, due to an emergency today, I had to bring my girl to the vet alone. I wasn’t able to book a cab, so I decided to try out Pet Mate. Initially, I thought a round-trip costing $49.05 is too high, but I had no choice, so I went ahead to book. After trying out the service, I feel that although the cost is $19 more than advance booking 2 cabs (for a round trip), it is money well-spent. The driver assigned to me, Mr Chua, is very helpful. He was willing to help me load the pet carrier (which is like 20kg with my girl inside) onto his car and unload it when I reached the destination and my home. He was also willing to accommodate to my return trip time as I was not sure how long I would take at the vet. In future, if I need to bring my girl to the vet alone, I would definitely use PetMate again.

Cheryl wrote:

My driver was very attentive( punctual and was accommodative and flexible with the timing. Highly recommended!!!

Tina wrote:

Matthew drove me and was fantastic. I have recommended to many online and hope to go on many more trips with my dog!

I would like to try out the service

Does your pet need a hassle-free, pet-friendly ride? Download our app on iOS/Android and book your dedicated pet driver today!

The First Rides

 

The launch this month has been exciting. After a successful evening at SOSD’s “Light Up Your Life Run” event, we were also featured in The Straits Times.

We are currently getting a lot of bookings for rides and the first customers have been very positive about our service.

Light Up Your Life Run

The very first large scale pet charity event with PetMate as the official transport partner was a great success, thanks to the organizers, sponsors, performers and all participants!

We’d like to give a big shout out to all of you who came over to the PetMate corner and learned what PetMate is all about!

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The Straits Times

Did you spot PetMate on the front page (top right corner) of The Straits Times on the 12th of October? This article has received over 800 likes and more than 500 shares on Facebook. Click here to see the whole article, read about us and our dedicated pet transportation service.

‘Ride requests are matched with a pool of drivers who ferry pets in their spare time’

A big thanks to Adrian Lim’s wonderful reportage on our newly launched app service.

A couple of other blogs and newspapers also wrote about us too, we’d like to share those with you:

Top Dog Tips: ‘A Singapore startup has launched an app similar to Uber, only for pets instead of human passengers. ‘ click here for the article.

Kick Daily News: ‘PetMate – mobile app that allows pet owners to book rides for their dogs or cats.’ click here for the article.

 

The first rides

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Customer Reviews

The first reviews from our customers have been overwhelmingly positive. At PetMate, we take every comment and suggestion to heart, continually improving our service to provide the best pet transportation solution our customers. We’d like to share some of our customer reviews here:

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Does your pet need a hassle-free, pet-friendly ride? Download our app on iOS/Android and book your dedicated pet driver today!

Thank you all for the support!

We are live in Singapore!

 

It has been an exciting month for the PetMate-team! After a lot of hard work we released both our iOS and Android app in Singapore.

This blog is a summary of all you need to know!

PetMate?

PetMate’ revolutionary urban logistics & on-demand transport platform connects you with local drivers who help to transport your beloved pets.

How does it work?

  1. Make sure you have the latest version from the App Store or Google Play installed.
  2. Where do we need to pick your pet (and you) up? And where is the destination?
  3. Use creditcard or PayPal for payment. We only charge after a succesful driver match.
  4. Your driver will be assigned and will arrive at the designated time and place.

How do I know if 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 fulfil 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.

Want to be a driver?

We built a successful transportation business with our parent company (CarPal) and have decided to launch a separate brand for the transportation of our furry friends.

If you want to sign up as a driver for PetMate you can join the fleet of CarPal. Make sure to select ‘pet-driver’.

I want to know more

Check out the FAQ on our PetMate-page. Still having questions? Why don’t you send us an email on salessg@petmate.me.

Official partner of SOSD

SOSD is organizing a charity run for Dogs and owners to participate together! The Light up your life run is happening 3rd October 2015, 5pm-11pm, East Coast Park Singapore.

For every trip booked with PetMate using the code “PETMATEXSOSD” from now to end of 2015, 10% of the proceeds will go towards SOSD.

We hope to see you on board soon!

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Meet Angus and Lila! We had the pleasure of fetching these 2 Great Pyrenese to camp for the week while their pawrents went on a short break.