Welcome to the PETRANGA Help center®

To offer your services as a sitter, you need to register on the platform, which is completely free, after which you will go through an approval process to publish your profile. Follow the steps in the section Profile "Type - Pet Sitter" .

In order to be notified in a timely manner when you receive booking requests from pet owners who need your services, you will receive SMS notifications from the Platform. You will also receive SMS notifications whenever the status of your reservations changes: "Reservation request received", "Confired by the owner" or "Cancelled by the owner".

For the chat communication between you and the owner related to specifying reservation details, such as the regime and habits of the pet and other information that he wants to exchange with you, you will not receive notifications and it is necessary to monitor in the Platform. In these cases, in the absence of answers from your side, there is a high probability that the owner has sent requests to other sitters with whom to confirm the reservation, if you do not respond relatively quickly. In case of delay, the Platform sends an email reminder, and the faster you answer the owners' questions, if any, the faster the reservations will be confirmed between you.

Most often you will receive SMS notifications from the number +18127314770 or another similar number, so check if you have activated spam blocking on your phone and unblock this number.

You can edit the Name and Surname in the "My data" section and the address in the "Address" section if you have changed your area of residence.

You can also edit your phone number before it is verified via SMS.

You can also edit the data in the "My Pets" section.

You cannot change the email address you used to register, as well as the phone number if it has already been verified via SMS.

If a change is required, please contact the Platform at help@petranga.com.

It is necessary to enter an exact or approximate address so that when you search for a pet sitter, the system can show you the distance between you and the pet sitters.

Your address does not have to be accurate and complete, even if the information is not publicly available.

It is mandatory to fill in if you have a pet that you currently care for at home.

If you have more than 1 pet, fill out a separate form for each one.

This information is visible in your profile to owners, so they can judge whether their pet is compatible with others like yours, if you have one.

The section may remain empty and in purple if you do not have a pet or it does not currently live with you.

During the time when you are absent or for other reasons not available to provide your services, it is necessary to close your calendar for the relevant period by selecting the specified days in red. In cases of lack of such an update on your part, the owners are misled, since your profile is shown as free and available. Therefore, by sending a reservation request to you, they waste time waiting for your confirmation, and then, upon receiving your refusal, they have to do everything again.

It would also be more convenient for you not to receive requests for the time when you are not available.

If you are not going to be away and are always available to provide your services, it is enough to press the "Save" button once a month for the update to take effect.

Adding a video is not mandatory, but it could help you gain the trust of pet owners much more easily. To do this, you need to make a vertical recording with your phone of a short video presentation in which you talk about your experience in pet care.

The video doesn't have to be shot in your home.

To upload it, you can send it to Viber at 0877117000 and the Platform will take care of it.

If you need assistance or other information, you can book a 15-minute appointment while you are inside your account by going to "For help setting up your account click here" to open a calendar with available times in Calendly.

If you already have a Pet Owner profile, you do not need to register a new profile to become a Pet Sitter. You just need to upgrade your Pet Owner profile, and even when you become a Pet Sitter, you will still be able to continue using the platform's services as a Pet Owner.

While you're in your account, click the "Become a Pet Sitter" button and then, if you need assistance setting up your new account or need additional information, you can book a 15-minute appointment by going to "For help setting up your account click here" to open a calendar with available times in Calendly.

After you fill out the application form and send it to the Platform, an administrator will contact you to have a conversation and assess your qualities based on your experience and the conditions you would like to offer. He will also give you guidelines related to pet care and the services you would like to offer to the Pet owners.

You may have to wait a while to be contacted.

Only after your profile is approved then it will become public and hosts will be able to send you booking requests and contact you.

Please note that your application may be rejected if you do not meet the requirements and ideas of Petranga® for a pet sitter to the Platform, and you will also receive an email.

Each pet sitter profile is approved by a Platform administrator. The time it takes to get approval and start offering your services on the Platform depends on the workload and number of applications at that time.

"Quick START" enables, for a fee, the profile to be considered as a priority and your activity to start immediately. You will find an offer for it when you submit your application.

Price: 4.09 € | 7,99 BGN.

• At the sitter’s home – “Boarding” – 24 hours; “Day care” – 9 hours.
• At the owner’s home – “Walks – 30-45-60 min.”; “Walk and feeding – 45 min.”; “Visit” – 30 min.”; “Overnight stay” – the duration of the stay at the owner’s home is by agreement between the parties, and is a minimum of 12 hours, which includes an overnight stay and other additional time.

• “Boarding” and “Day care” include: feeding, walking, caring for the pet.
• “Walk” includes picking up the pet from the owner’s home, walking it and returning it to its home. The service includes transportation costs to the owner’s home, which are at the expense of the sitter.
• “Walk and feeding” includes feeding the pet at its home, cleaning when necessary, taking the pet for a walk and returning it to its home. The service includes transportation costs to the owner’s home, which are at the expense of the sitter.
• “Visit” includes visiting the owner’s home, feeding, cleaning or changing the cat’s litter box, washing the cat’s bowls and keeping the pet company with cuddles and games, if the pet likes it. The service includes transportation costs to the owner’s home, which are at the expense of the sitter.

For all services, during the time of their performance, the sitter sends photo and video material to the pet owner, as well as provides a video connection upon request by the owner.

For the services "Walk", "Walk and feeding" and "Visit", if desired by both parties, a Handover Protocol can be signed for handing over the keys from the owner's home, as well as describing anything else that the parties agree on between themselves. Here is a sample of one see here.

• Transportation costs for pick-up and return from the owner's home for the services "Boarding" and "Day care" at the sitter's home; grooming or medical examination, etc.
• The service "Walk" does not include feeding the pet.
• Providing food, treats, hygiene materials - diapers and nappies, protective pants, hygiene bags, toys, bowls, leash, bib or collar, muzzle.
• Performing medical care, such as giving medication, giving injections and other infusions, etc.
• Providing additional care for babies or other special care.

Check out the prices of other sitters in your area to compare your base prices with theirs. When setting your prices, keep in mind that from the final price, the owners will pay a 25% reservation fee to the Platform, and you will receive 75% of it.

In your profile, in the "Prices and Services" section, you have the opportunity to select several additional options with which the system will automatically charge surcharges or discounts for the services you offer, based on the number and type of pets, as well as if they are defined as difficult to look after.

For caring for more than one pet from the same owner

• For each additional cat for the "Visit" service, choose a discount from 50% to 60%
• For each additional pet for all services without "Visit" choose a discount from 0% to 20%

For difficult-to-care-for pets

• Choose an increase between 20% and 30%

For holiday periods

• The period is determined by the Platform and the increase is fixed at +30%.

With each reservation request you receive, you have the opportunity to independently negotiate additionally with the owner and update the value in case he agrees with a button in the chat panel.

If an owner needs longer care for the pet beyond the specified 24 hours from the start of the service, he uses 1.5 hours of free tolerance for the “Boarding” service at the pet sitter and for the "Overnight stay" service at the owner's home for picking up the pet from the sitter's house or for releasing the pet sitter from his obligation if he is staying at the owner's house. After that, he pays 0.5 service units from the 2nd to the 8th hour and 1 service unit after the 8th hour.

Example – single price 40 BGN:

Start of service 10:00 AM – end of service by 11:30 AM – no charge

Start of service 10:00 AM – end of service from 12:00 PM to 6:00 PM + 0.5 service charge (+20 BGN to the total price)

Start of service 10:00 AM – end of service from 6:30 PM to 12:00 PM +1 service charge (+40 BGN to the total price)

Late pick-up is only applicable to the “Boarding” service at the sitter’s home and for the “Overnight stay” at the owner’s home.

Some very energetic or dangerous dog breeds, as well as all dogs over 40 kilograms, are considered difficult to care for; The sitter's base service fee is increased by +20% to +30% as determined by the sitter in his price list.

American Bulldog, American Mastiff, American Staffordshire Terrier, American Bully, Brazilian Mastiff, Broholmer Mastiff, Bullmastiff, Bull Terrier, Doberman, Dogo Argentino, Dogo Cubano, Dogo Sardo, Spanish Bulldog, Spanish Mastiff, Caucasian Shepherd Dog, Canary Mastiff, Kangal, Cane Corso, Cordoba Fighting Dog, Korean Mastiff, Corsican Dog, Molosser, Neapolitan Mastiff, Pyrenean Mastiff, Pit Bull Mix, Pit Bull Terrier, Rhodesian Ridgeback, Rottweiler, Samoyed, Staffordshire Bull Terrier, Thai Ridgeback, Tibetan Mastiff, as well as all dogs over 40 kilograms.

In order to provide their services during the holiday periods of the year, caregivers must be motivated. Services performed during these periods are increased by +30%

No additional profile setup is required.

Holiday periods are determined by the site

Sitter profile

• A detailed description of your experience in caring for pets in the "Basic information" section. It is enough that it has been accumulated only with your own pets.
• A detailed description of the care and services you offer in the "Service details" section.
• Nice photos (the more, the better), with at least a few of them showing your appearance.
• Video presentation 1-2 minutes, to more easily win the trust of the owners
• Maintaining an up-to-date work calendar
• If you speak foreign languages, after the descriptions in Bulgarian, you can add a description in the language you speak.

Activities and Service

• When you receive a booking request, react quickly in deciding whether to accept it.
• More and faster accepted bookings provide better visibility on the platform.
• Answer the owner's calls.
• Send photos and videos during the service and provide information.
• Be friendly and responsible.
• Follow the owners' requirements and recommendations.
• Ask the owner to leave a review on your profile page after the reservation is completed.

Once the owner has configured their search, you will receive an SMS notification with a link to the Platform to enter into a chat with them. There you will see all the details of the desired reservation, such as the period, type of service, as well as a photo and characteristics of the pet.

When you receive a reservation request, you are expected to CONFIRM it with a green "Confirm" button or CANCEL it with a purple "I'm not available" button. After your action in confirming the reservation, the owner must "Confirm" it to move to the CONFIRMED status on both sides. If the owner cancels the reservation after confirming it, it moves to the "Cancelled by the owner" status. If you cancel a reservation, it moves to the "Cancelled by the sitter" status and the owner will be notified by SMS.

For each change in the reservation status, you will receive SMS notifications, and for any remaining free communication in the chat between you and the owner, you must check in the Platform, as you will not receive SMS notifications for it.

In the CONFIRMED status, the phone numbers of both parties will automatically open in the chat in purple.

Cancellation with the "I am not available" button is not charged by the Platform.

Often, when pet owners are in a hurry, they send their reservation requests to more than one sitter. When another sitter has accepted the reservation before you and the owner has already confirmed it with them, then the request is not available for you.

In order to arrange a meeting or speak with the owner, it is necessary to have a confirmed reservation from both sides in the Platform. Exchanging phone numbers, sharing social media profiles or other contact details, such as home or work addresses, and arranging a meeting between the parties before the reservation is in the “Confirmed” status are not permitted.

For the "Boarding” service, it is recommended to arrange a test meeting with the owner's pet at the sitter's home if the service is planned for a longer period of time or if you already have a pet at home and the two need to live together.

It is organized at a time convenient for the parties, which is not fixed in the reservation.

The "Introductory Meeting" service is not offered separately.

Direct contact with the pet owner before having a confirmed reservation on the Platform is not possible. The Platform provides the owner and the sitter with a chat link to specify all the details of the reservation and the necessary care for the pet.

In order to talk to the owner or meet him, both parties must have confirmed the reservation. When they put it on status Confirmed, the system automatically opens the phone numbers that are in purple color and the parties can hear each other and organize a meeting.

In order for a reservation to move to the Confirmed status, the sitter must first accept the owner's request with the green "Confirm" button, after which the owner must confirm the reservation.

No, this is against the Platform's Terms of Use. Communication between the owner and the sitter takes place only on the Platform until the reservation is confirmed by both parties.

Due to the restrictions on exchanging phone numbers in chat, you may have tried to send a phone number, listed dates, times, or other numbers.

Entrusting the care of the pet to each owner is a very delicate matter. The expected period from them, the owners, is for it to be as short as possible, as it is assumed that they want to book and make sure that they have fulfilled their commitment to this family member, who is also crucial to their plans.

Often, even if the reservation is for a period that is ahead in time, the owners need to confirm it sooner, since solving this question helps them with subsequent decisions, such as buying tickets, confirming a hotel, etc.

It is advisable within a few hours to respond to the request you have received and decide whether you would accept the reservation or refuse it. There is no charge for a rejection, and in this case, it is necessary to change the status of the reservation by canceling it with the "I am not available" button.

The time it takes for you to answer the questions asked by the owner before they proceed to confirm the reservation is also important for the final confirmation of the reservation by both parties.

The satisfaction of the customers of the Platform, the owners of pets, is among the priorities of Petranga®. Therefore, we would like to work with you, the pet sitters who provide the services and have a direct impact, to make maximum efforts to provide them with faster and better service. In case of frequent rejections of reservation requests, owners waste time, initially while waiting for confirmation, then by refusing them, they have to do everything again, which causes them additional stress.

Frequent rejections of reservations may lead to a weaker display of your profile on the Platform. Also, certain data from the automatic register may be displayed on your profile page.

You are not obligated to accept booking requests you receive. You will be deemed to confirm reservations that meet the conditions you specify, such as a calendar of your availability and details of the pet you have chosen and are able to care for.

Taking care of pets should be a pleasure for both the sitter and the pet.

It is important before welcoming a pet into your home to pay attention and remove all objects that could be dangerous to it, as well as those that are valuable to you. If possible, you can limit access to these places. It is important to spend the first hours of your stay with it, to feel its character, to get used to each other and for it to get to know the home and adapt to it.

The owner hands over his pet near the sitter's home or another place agreed upon between the parties. If the owner requests a service for a longer period, he may ask to see the conditions in which you will take care of the pet, but this is entirely a matter of your desire. Do not feel obligated to welcome the owners into your home.

Together with the pet, he must hand over to you all his personal belongings, such as food and water bowls, food, treats, leash, muzzle, hygiene bags, etc.

If the pet takes medication, he should provide them and write on a note how they are given and also leave a phone number for the pet's personal veterinarian in case of an emergency.

You may take in more than one pet, as long as this is stated on your profile page and if their owners have given their consent. If you intend to have pets from different owners in your home at the same time, or if you have your own, it is advisable to provide separate spaces for each pet in case of unwanted situations. We also advise you not to leave pets from different owners alone in the same room in your absence.

The system allows booking from 1 to 3 services per day, with the selected number being the same for each day of the booking period and the system does not allow combining different numbers of services for different days.

In cases where the owner wants to book a different number of services on different days during the reservation period, it is necessary to book with the start and end dates of the desired service, describing in the chat the total number of services he needs for the period. In this way, you need to update the final price of the service to match the number of services you will provide.

Example: Reservation for daily Visits from May 15-25, with the owner requesting 2 visits on each day, and 1 visit on the remaining days, making a total of 16 visits (11 visits per day + 5 additional visits for 5 of the days). If you choose 2 visits per day, which is 22 visits, the sitter will update the price for 16 visits.

The minimum total number of services booked for the entire reservation period is 2.

It is necessary to ask the owner in which neighborhood he lives in order to judge whether he could take over the reservation, since only he can see your area..

Pet owners can change the date of the reservation both before you have confirmed it to the status "Awaiting your confirmation", as well as after your confirmation. In case of such a change, you will receive a notification both in the chat and by SMS. Therefore, re-confirmation from your side is required, whether you are available for the updated period. The value of the reservation will be recalculated automatically, if the total number of services changes.

For other changes such as the type of service, a different number of pets and a significant change in the hours of the reservation, advise the owner to place a new reservation.

Regarding changes in the number of services "Visit", "Walk" and "Walk and feeding" the owner could place a new reservation or you yourself could update the value of the already created one, based on the total number of services that you will perform.

You can update the value of a reservation only before confirming it, in cases where there is a discrepancy between the initial information sent during the inquiry and the additional clarifications in the chat communication between the parties.

The value of the service can be both increased and decreased.

Here are some of the requirements for care and services where you can increase the value:

• More numbers of pets
• Changing the pre-set booking times for the Overnight Stay service beyond the specified 24-hour range
• Transportation costs for pick-up and drop-off from the owner's home; conducting grooming, medical examination or others.
• Provision of food, treats, hygiene materials - diapers and diapers, safety pants, hygiene bags, toys, bowls, leash, bib or collar, muzzle.
• Providing medical care, such as giving medication, giving injections, etc.
• Providing additional care for babies or other special needs.

Here are some of the requirements for care and services where you can increase the value:

• frequent reservations with the same client
• if the reservation is for a longer period of time
• if you are caring for more than one pet during the reservation period
• other

In this case, you must first clarify the reason with the owner and agree on the new price, then contact help@petranga.com, describing the reservation number and the agreed new price.

Upon confirmation of the reservation, the owner pays the Platform 25% of the total value, a reservation fee in order to guarantee their booking. The remaining 75% of the reservation fee is paid to you on the first day of service provision by bank transfer, in cash or in another legal manner agreed between you and the owner.

For example:

51.13 € | 100 BGN reservation value

– 25 BGN Petranga® reservation fee (upon confirmation of the reservation)

75 BGN for payment to the pet sitter (on the first day of service provision)

To give the owner peace of mind, it is important to communicate with him and send him photos and video Ask the owner if you have any doubts about his behavior.

You are expected to be available and answer the phone when the owner calls. This will help build trust between you and the owner. The person might use your services again.

During the service, the responsibility for the pet lies entirely with the sitter. The platform provides only general recommendations regarding the safety and care of pets. In cases of an incident, the sitter immediately notifies the owner of what happened and together they decide how to proceed. In cases of an incident related to the health and life of the pet, the sitter contacts the veterinarian provided by the owner.

In the role of an intermediary between registered users - pet owners and carers, Petranga® does not bear any property and non-property responsibility, detailed in the General Terms of Use. The Platform is not a party to the relations between Users, which they enter into in connection with the negotiation of the terms, the provision of the service and the consequences thereof.

In the case of late or non-collection by the owner of the pet, Petranga® undertakes to assist as much as possible to find a solution to the problem. As the owner, by accepting the General Terms and Conditions of Use of the Platform, has agreed that if he is late or does not pick up his pet at the end of the period agreed in the reservation, the sitter has the right to charge him additionally for the overdue time, in proportion to the value of the respective service or another amount that satisfies both parties.

Owners who do not pick up their pet after the end of the service period and with whom no contact has been established are aware that their animal is considered ownerless by the sitter and that he or she can dispose of it at his or her own discretion.

This is an option that, if selected by the owner when confirming the reservation, gives him the right to a one-time reimbursement from the Platform of veterinary expenses worth up to 300 BGN carried out in the event of an accident with the pet that occurred in emergency conditions during the service provision period.

The assistance is subject to certain conditions and does not include expenses incurred in connection with rehabilitation, general and specific diseases, typical for age or those resulting from previous surgeries or cosmetic and grooming procedures or others related to the general or current health of the pet, as well as follow-up examinations are not covered.

Owners whose reservation is a Petranga® Secured Reservation have the right to compensation for emergency veterinary expenses incurred.

It is necessary, within 3 days from the date of the event, for the owner, with the assistance of the pet sitter, to send the following documents to the email address help@petranga.com:

• Pet's passport
• Completed form /signed by the owner and the sitter/
• Request for financial assistance for emergency veterinary expenses, signed by the Pet Sitter and the Owner - find here формуляр
• Epicrisis from the veterinarian who established the pet's condition
• 2 photos
• Payment document
• Within 10 days of receiving the documents, the company reviews, makes a decision and refunds the claimed amount if it considers the claims to be justified.

The company may not comply with the request for reimbursement if the veterinarian finds discrepancies with the declarations of the owner and the caretaker or there is evidence that the sitter has not complied with the rules for which he is responsible, for example negligence, lack of supervision or other precautionary measures.

Agreements for payment of the services provided by the pet sitters are concluded directly between the owner and the sitter. The Platform only provides guidance and promotes the mutual interest of the parties.

In case of early termination of the service, you have the right to refuse a refund at the request of the owner if such a statement is communicated to you, as there is a possibility that you have missed the opportunity to take over other reservations, as you have made a commitment to the owner for the days for which he wants you to provide the services.

You may, at your discretion, both refuse and issue refunds in the event of premature termination of bookings. The period and value of reservations with a "Confirmed" status in the system does not change, nor are amounts refunded by the Platform, even partially.

We at Petranga® strive for a responsible attitude towards our mutual customers, pet owners, and recommend that you better assess your time and obligations before confirming reservations. When a pet sitter cancels an already confirmed reservation, owners are disappointed. This means additional stress for them and carries the risk of disrupting their plans, which are often related to travel.

Note that frequent cancellations of reservations may lead to reduced visibility of your profile on the platform.

In addition, certain data from the automatic register may be displayed on your profile page. You must enter the reservation you want to cancel and select “Cancel”, as the payment of the reservation cancellation fee to the platform is made at the time of canceling the reservation and you must ensure the availability of funds on the registered bank card.

• Cancellation of a reservation from the moment of confirmation until the start of the service costs €7,66 | 14,99 BGN.

It is of great importance for you to receive an assessment of the service provided, which will help to give greater confidence to other owners when they make their selection also on this important criterion.

Each pet owner can only leave 1 review, regardless of how many times they have used your services. They can leave a review on your profile page the day after the service is completed. They need to log in to the reservation or access your profile while logged into their own account and the system will offer them to rate you. The maximum rating is 5 stars, and the minimum is 1 star.

Bypassing the Platform and entering into direct contact with an owner to whom you have already provided services through the Platform is in violation of its General Terms of Use. If such cases are discovered, your account will be deactivated and you will not be able to offer your services in the future through the Platform.

If, during the time the service is provided, problems arise that necessitate an urgent need to terminate the service, such as a misunderstanding between your pet (if you have one) and the other pet, or the guest-pet destroys things in your home or in protest does other mischief and you want to get rid of him, what would you do? Or, from a purely human perspective, you have an urgent obligation.

Bank card registration is required to accept and confirm reservations on the Platform.

For secure payments, bank cards and transactions are administered by the payment system Stripe. Cards registered for online payments are accepted - Visa, Mastercard, American Express, Revolut.

Petranga Ltd. does not process or store data on users' cards.

For greater peace of mind, users could use pre-paid virtual cards with certain limits or use bank cards with limited availability up to the amount required to confirm the reservation.

Each sitter can purchase access to the wall with published ads from owners who are looking for a sitter with the period and other conditions of the search specified by them, for 3 days or 20 days.

• Access for 3 days - € 3,06 | 5,99 BGN.
• Access for 20 days - € 6,13 | 11,99 BGN.

Go to the section where you access your account and select Forgot password

Then enter your recovery email address you registered with and select Recover

Log in to your email account to confirm and set the new password.

You can delete your account at any time from "Delete account" or you can send us an email at help@petranga.com and we'll take care of it.

• Lack of activity on the Platform
• Lack of activity when receiving reservation requests
• Frequent reservation refusals
• Frequent cancellation of reservations.
• Negotiating between users outside the Platform.
• Lack of attitude and care for the pet
• Disrespectful and incorrect attitude towards a user or a member of the Petranga® team.
• Unacceptable profile pictures.
• Incorrectness in payment.
• Violation by users of copyright and other intellectual rights of other users, or of third parties.

The platform reserves the right to terminate a user's access for other reasons as well.

Please note that the messages you exchange with other users are not confidential. The information in them is available to administrators even after they are deleted. This is to ensure security, higher quality of the services offered, as well as correct behavior between users in compliance with the General Terms of Use and the norms of morality and ethics.

If you believe that your Account has been deleted in error or without reason, please contact us at help@petranga.com.

Working hours from Monday to Saturday from 09:00 to 19:00.

For questions related to account registration and reservations: help@petranga.com or +359 877 11 7000.

For administrative questions: contact@petranga.com or +359 2 444 7777.