How Petbnb Can Help if There’s a Problem During Your Booking

In the unlikely event that a problem arises during a booking, we will do our best to help find a fair resolution. We understand that everyone is human (except for the pets, of course!) and that unavoidable situations can occasionally occur.

However, many issues can often be resolved through calm and objective communication directly with the other party via the Petbnb chat.

If you’re unable to resolve the problem directly with the other party, please send the following information to hilfe@petbnb.de, including your booking number:

1. A Written Report: Describe what happened in detail.
2. Supporting Documents: Include any relevant documents you have (e.g., photos, screenshots of messages, invoices).
3. Your Desired Outcome: Explain what you are hoping to achieve.

Once we receive all the information, our Petbnb team will review your case to help reach a fair decision based on our terms and conditions. We will inform both parties of our decision once it has been made, and the case will be closed.

Please note that for a case to be reviewed, the following criteria must be met:

• The booking and payment must have been processed through the Petbnb platform.
• The issue must be reported within 72 hours after the end date of the booking.
• The issue must not be a dispute related to Petbnb’s terms and conditions, such as the pet sitter’s cancellation policy.

Our goal is to provide a neutral basis for pet owners and pet sitters to raise concerns and work towards a mutually agreeable solution.