1. Raise it where the issue happened
Booking, payment and service issues are handled fastest from the booking page in your account — the provider and the booking record are already attached. Most issues are resolved at this step.
How to escalate a complaint that was not resolved at the booking level, and what you can expect once you do.
Booking, payment and service issues are handled fastest from the booking page in your account — the provider and the booking record are already attached. Most issues are resolved at this step.
If the booking-level resolution is not acceptable, contact support with the booking reference. You will get a ticket reference and a named owner for the issue.
If support does not resolve it, email the Grievance Officer with the booking or ticket reference, a short description of the issue, and the outcome you are asking for. Formal grievances are acknowledged and tracked separately from support tickets.
Grievance Officer requests are received through the contact channels published on the contact page. Mark the subject or message as a formal grievance and include your booking or ticket reference so it can be routed directly to the officer's queue.
PetApex is pre-launch; the officer's name and direct line are published here once the platform is live for commercial bookings. Until then, formal grievances are tracked through the contact route above and are subject to the same timelines.
Privacy-related requests (access, correction, erasure, consent withdrawal) are handled under the privacy policy. Booking and payment complaints are handled under the cancellation and refund framework.