There can be some cases where the DogBuddy service fee is applied in more than one booking with the same owner:
- The dog owner has sent the second booking or subsequent bookings before confirming the first one. The system can’t recognise these bookings as repetitions as no previous confirmed or completed booking are registered with that owner.
- The dog owner has used a different account from the account they used to make their first booking with your. The owner has a different user ID and the system doesn’t find any previous booking with you from this user.
What can I do about it?
Unfortunately we can’t automatically detect these cases and you need to contact us by the web or app contact forms or by email to firstname.lastname@example.org. You’ll need to provide the name of the owner and reference or dates of the booking/s affected.
Our support team will review your booking history with the owner and, if applicable, the booking payout will be amended to waive the fee. If the payment has already been sent, a new payment will be sent for the fee value that was wrongfully deducted.
The first booking is the first booking that has been confirmed and paid, the booking dates or the booking amount are not relevant for fees purposes.
E.g: an owner confirms and pays a booking on the 15th of June, boarding dates 14th-21th of July. The 2nd of July this owner sends another booking, boarding dates 7th-8th July, as the owner wants the dog to know you and get familiar with you. DogBuddy will apply the service fee on the booking confirmed on the 15th of June, even though the boarding service will happen after the boarding period booked on the second booking.