Question 1

How do I create an account?

Accepted Answer

Tap "Join Now" on the homepage. You can sign up with your Google account or an email address and password. Once registered, add your first pet to start browsing pet groomers.

Question 2

How do I add and manage my pets?

Accepted Answer

Go to your dashboard and tap "Add a Pet". Enter your dog's name, breed, coat type, weight, and any special notes (allergies, anxiety triggers, medical conditions). You can edit or remove pets at any time from your dashboard.

Question 3

Do I need to pay anything to sign up?

Accepted Answer

No. Creating an account and browsing pet groomers is completely free. You only pay when you confirm a booking.

Question 4

How do I find a pet groomer near me?

Accepted Answer

Visit the "Find a Pet Groomer" page from the navigation bar. You can browse the directory, view pet groomers on the map, and filter by location, services, and ratings.

Question 5

What does the "Verified" badge mean?

Accepted Answer

A verified pet groomer has uploaded their professional credentials — such as liability insurance and grooming qualifications — which have been reviewed. This badge signals a higher level of trust and professionalism.

Question 6

Can I see reviews before booking?

Accepted Answer

Yes. Every pet groomer profile shows their average rating and all written reviews from previous clients. Reviews can only be left after a verified booking, so they are genuine.

Question 7

How do bookings work?

Accepted Answer

Browse a pet groomer's profile, select a service and available time slot, then submit a booking request. The pet groomer reviews your request and either approves or declines it. Once approved, you'll be prompted to pay the booking fee (if applicable) to confirm your appointment.

Question 8

What is Secure Booking?

Accepted Answer

Secure Booking is our deposit system. When a pet groomer approves your request, you pay a small booking fee upfront to confirm the appointment. This fee is a percentage of the service price and protects pet groomers from no-shows. You pay the remaining balance directly to the pet groomer at the appointment.

Question 9

How much is the booking fee?

Accepted Answer

The booking fee varies depending on the pet groomer's subscription tier — typically between 5% and 15% of the total service price. The exact amount is shown clearly before you pay.

Question 10

What is the cancellation policy?

Accepted Answer

Each pet groomer sets their own free cancellation window — usually 24 or 48 hours before the appointment. If you cancel before the window closes, your booking fee is refunded in full. Cancellations after the window or no-shows forfeit the booking fee.

Question 11

How do refunds work?

Accepted Answer

Eligible refunds (cancellations within the free window) are processed automatically to your original payment method. They typically take 5–10 business days to appear on your statement.

Question 12

Is my payment information safe?

Accepted Answer

Absolutely. All payments are processed by Stripe, a PCI-DSS Level 1 certified payment processor — the same standard used by companies like Amazon and Google. We never see or store your full card details.

Question 13

What happens if I miss my appointment?

Accepted Answer

If you fail to attend a confirmed appointment without cancelling, the pet groomer can mark it as a no-show. Your booking fee is forfeited and a no-show is recorded on your account.

Question 14

What happens after multiple no-shows?

Accepted Answer

If you accumulate 3 or more no-shows, your account is temporarily restricted from making new bookings. This protects pet groomers from repeated lost time and income.

Question 15

My account is restricted — what do I do?

Accepted Answer

If you believe your restriction is an error (e.g., due to an emergency), email us at hello@thepawssociety.com with your account details and the circumstances. We review every appeal and may lift the restriction.

Question 16

What is the AI Coat Analyser?

Accepted Answer

Upload a photo of your dog on the homepage and our AI identifies the likely breed, coat type, matting condition, and recommends suitable grooming services. It's free, instant, and a great way to find the right service.

Question 17

How do reviews work?

Accepted Answer

After a completed appointment, you'll be invited to leave a star rating (1–5) and a written review. Reviews are tied to verified bookings only — no fake reviews. Pet groomers can respond publicly to your feedback.

Question 18

How do I delete my account?

Accepted Answer

You can delete your account from your Settings page, or email privacy@flowedgeai.com. This permanently removes your profile, pets, bookings, reviews, and all uploaded data. Anonymised transaction records may be retained for 7 years as required by tax law.

Question 19

Can I export my data?

Accepted Answer

Yes. Under GDPR and other data protection laws, you have the right to a copy of your data. Use the data export feature in your Settings or email privacy@flowedgeai.com.

Question 20

How is my personal data protected?

Accepted Answer

All data is encrypted in transit (HTTPS) and at rest. Passwords are hashed, not stored in plain text. We comply with UK GDPR, EU GDPR, CCPA, and PIPEDA. See our Privacy Policy for full details.

Question 21

How do I sign up as a pet groomer?

Accepted Answer

Visit thepawssociety.com/onboarding and tap "Join as a Pet Groomer". You'll complete a 5-step setup: Bio, Services, Credentials, Location, and Plan. Once complete, your profile goes live on the marketplace.

Question 22

What credentials should I upload?

Accepted Answer

We recommend uploading your liability insurance certificate and any professional qualifications (e.g., City & Guilds, NDGAA certification, iPET Network diploma). Documents are verified using AI-powered analysis. Pet groomers with credentials on file receive a verified badge.

Question 23

Is it free to list my business?

Accepted Answer

Yes. The Starter tier is completely free — no upfront fees, no monthly charge. You only pay commission when a client books through the platform. Paid tiers (Pro, Growth, Elite) offer lower commission rates and premium features.

Question 24

How do I set up my services and pricing?

Accepted Answer

During onboarding (Step 2), add each service you offer with a name, duration, and price. You can edit services anytime from the "My Page" section of your dashboard.

Question 25

How does the schedule work?

Accepted Answer

In the Schedule section of your dashboard, set your weekly availability: working days, start/end times, and break periods. Clients can only book during your open time slots.

Question 26

Can I set a minimum booking notice?

Accepted Answer

Yes. In your settings, choose how far in advance clients must book — from same-day bookings up to 7 days' notice. This gives you control over last-minute requests.

Question 27

How do I block out holidays or time off?

Accepted Answer

Use the availability blocks feature in your Schedule to mark specific dates as unavailable. You can set full-day blocks or partial-day blocks with a reason (e.g., "Holiday", "Training").

Question 28

How do I manage booking requests?

Accepted Answer

New booking requests appear on your dashboard. You can approve or decline each request. When you approve, the client is prompted to pay the booking fee (if Secure Booking is enabled) to confirm.

Question 29

What is Secure Booking from my perspective?

Accepted Answer

When you approve a booking, the client pays a small booking fee upfront. This fee equals your tier's commission rate — so the platform's commission is collected upfront and you never owe us anything. You collect the remaining balance from the client at the appointment.

Question 30

What if a client no-shows?

Accepted Answer

You can mark a booking as a no-show from your dashboard. The client's booking fee is forfeited. Clients who repeatedly no-show (3 or more times) are automatically restricted from making new bookings.

Question 31

Can I decline a booking request?

Accepted Answer

Yes. You can decline any booking request and optionally provide a reason. There is no penalty for declining — it's better to decline than to accept a booking you can't fulfil.

Question 32

How does the commission model work?

Accepted Answer

We use an "Exact Match" model. Your commission rate is determined by your subscription tier: Starter (15%), Pro (10%), Growth (5%), Elite (5% flat rate). The commission is collected as the client's upfront booking fee — so there are no surprise deductions or invoices from us.

Question 33

What are the subscription tiers?

Accepted Answer

Starter (Free, 15% commission) — basic listing and bookings. Pro (10% commission) — verified badge, AI tools, client management. Growth (5% commission) — search boost, priority support. Elite (£99/mo, 5% flat rate commission) — multi-staff support, custom branding, WhatsApp reminders, featured placement, premium tools.

Question 34

What is a booking link?

Accepted Answer

Your booking link is a unique URL for your profile that you can share with existing clients — via WhatsApp, social media, email, or your own website. Clients who book through your link pay a reduced 5% commission (regardless of your tier), because you brought the client yourself.

Question 35

How do I upgrade or downgrade my plan?

Accepted Answer

Go to "Membership Plan" in your dashboard sidebar. You can upgrade instantly or downgrade at the end of your current billing period. All changes are managed through Stripe's billing portal.

Question 36

What is the AI Bio Generator?

Accepted Answer

During onboarding, our AI crafts a professional business bio based on your notes and specialties. It generates two styles for you to choose from. You can always edit the bio later from your profile.

Question 37

How do I respond to reviews?

Accepted Answer

View all your reviews in the Reviews tab on your profile page. You can post a public response to any review. Keep responses professional — they are visible to all potential clients.

Question 38

How do I access invoices and billing?

Accepted Answer

Go to "Membership Plan" in your dashboard, then click "Manage Billing". This opens Stripe's billing portal where you can view invoices, update payment methods, and manage your subscription.

Question 39

What is The Paws Society?

Accepted Answer

The Paws Society is a global marketplace connecting dog owners with trusted, verified professional pet groomers. We serve the US, UK, Canada, EU, and Australia — making it easy to find, book, and pay for grooming services.

Question 40

Is the platform safe and trustworthy?

Accepted Answer

Yes. Pet groomers submit credentials (insurance, qualifications) during sign-up. All reviews come from verified bookings. Payments are processed through Stripe (PCI-DSS Level 1). We actively monitor platform quality and remove bad actors.

Question 41

How do I contact support?

Accepted Answer

Email us at hello@thepawssociety.com. We aim to respond within 24 hours on business days. Pet groomers on Growth and Elite tiers receive priority support.

Question 42

Which countries do you operate in?

Accepted Answer

We currently serve the United States, United Kingdom, Canada, the European Union (including Germany, France, Spain, and the Netherlands), and Australia. Prices are shown in your local currency.

Question 43

Is there a mobile app?

Accepted Answer

The Paws Society is a fully responsive web app — it works beautifully on mobile browsers, tablets, and desktops. A dedicated mobile app is on our roadmap for the future.

How can we help?

Getting Started

Finding Pet Groomers

Bookings & Payments

No-Shows & Restrictions

Features & Tools

Account & Privacy

Still need help?