What is the vision of PetCity?
PetCity vision is to create a space where you can connect with pet parents, discuss your shared experiences, find play-matches and cuddle mates for your pets, adopt a buddy AND find loving homes for animals in need. That’s right, all this on one app
What is the mission statement of PetCity?
PetCity mission statement is to give a platform to all pet lovers to network, Our app helps satisfy each individual pet’s need for companionship and a safe homes – based on their distinct personality and preferences. In just a few clicks, match with pets in your area to set up fun play-matches, find their soulmate, adopt a pet, home a rescue or offer to take care of a pet while their parents are away!
I need help! Can I speak to someone for assistance?
Our customer support team would be happy to help! You can contact us by sending us an email tufussolutions@gmail.com, app.petcity@gmail.com
Is PetCity available in my country?
Currently, PetCity services are available only in India.
Is PetCity free to use for service providers?
Registration is free, but a commission or service fee may be applicable for each successful booking.
What do I do if the app crashes?
Try restarting the app, clearing cache, or reinstalling it. If the issue persists, contact support.
How does PetCity verify service providers?
All providers undergo a verification process that includes identity verification and professional qualifications (if applicable).
Can I use PetCity on multiple devices?
Yes, PetCity allows access from multiple devices using the same account credentials.
How do I create an account as a service provider?
You can sign up using your email, provide required details, and complete verification.
How do I reset my password?
Use the ‘Forgot Password’ option on the login screen to reset your password.
How do I delete my account?
You can request account deletion through the ‘Profile’ section under account settings.
Can I change my registered phone number or email?
Yes, you can update your contact details in the ‘Profile’ section.
How do I get more bookings?
Maintaining high ratings, completing services on time, and responding quickly to bookings can improve your visibility and bookings.
Can I communicate with customers before a booking?
No, communication is only available after booking confirmation for security reasons.
What if I need to decline a booking?
If you cannot fulfill a booking, cancel it as soon as possible through the app to avoid penalties.
How do I get paid for my services?
Payments are processed through the app and transferred to your PetCity wallet after successful service completion. Then you can withdraw to your bank account.
What payment methods are accepted by PetCity?
Customers can pay via credit/debit cards or select digital payment methods.
Can I get a refund for service fees?
Refunds are subject to PetCity ‘s policies. If you face an issue, contact support.
Is my payment information secure?
Yes, all transactions are processed through secure and encrypted payment gateways.
How do I manage my bookings?
You can view, accept, or cancel bookings from the ‘Bookings’ section in the app.
Can I set my availability for services?
Yes, you can update your availability schedule in the Time Slots section.
What happens if I cancel a booking?
Frequent cancellations may lead to penalties or suspension from the platform.
Can I reschedule a booking?
No, only customers can reschedule bookings. You can cancel or accept the booking based on your availability.
What if a customer cancels a booking?
If a customer cancels within the allowed timeframe, you will be notified, and the slot will be reopened for other bookings, and in some cases, you will be compensated.
Can I see customer details before accepting a booking?
No, customer details are only visible after booking confirmation for security reasons, you can only see customer name and location.
How do I improve my profile ranking?
Completing bookings efficiently, maintaining positive reviews, and responding promptly can boost your ranking in search results.
What if I face an issue with a customer?
You can report any disputes or issues through the ‘Help & Support’ section in the app.
I have 3 pets so Can I add multiple pets from the same profile
Yes, you can add multiple pets from the same profile. However, for checking the relevant matches you would have to switch profiles accordingly.
What is the Health certificate option?
The health certificate is a certificate certifying that all vaccines are done for your pet then you can upload the health certificate. It will help you get also matches where some users have selected the health certificate option as mandatory while setting the search criteria.
How many pictures can I add of my pet?
You can add a maximum number of pics of each pet.
Can I search for multiple breeds in a single option?
Selection of multiple breeds will be added in our next update, till then you can select manually the breed and search accordingly. You can select the SELECT ANY option it will then show you all the breeds.
What happens if my breed is not mentioned in the section?
You can select Others or select the breed which is closest to your breed and also inform us in the contact us section, so we can get that breed added. IN the interim you can select any and it will show all breeds.
What happens if I change the phone device?
As far as your number is the same, it will maintain your profile.
How do I delete my account?
You can go to settings and delete your account.
What happens if I don’t get an OTP?
Check if the mobile number is correct. IF the mobile number is correct, click on resend OTP.
Once I have liked a profile, it doesn’t show in my home section?
Once you have liked a profile through fun play feature, it will show in the notifications section and not show in the home section. Once the other user also likes the profile you will be able to chat with the user.
What is the switch profile option In the profile section?
If you have multiple pets then you can select that pet and click on switch profile so the app will check for matches for that particular pet.
IF I click on Like symbol it says top picks section. What is top picks and how is it arrived?
Top picks are arrived as per the no. of likes received by each profile. The profile which has received the maximum number of likes are displayed as top picks.
Does PetCity validate the health certificate?
PetCity doesn’t validate any health certificate. You need to cross check yourself. But in future features could be integrated to accommodate health certificates for your pets
I am unable to change my phone no in the edit profile section?
You can select Others or select the breed which is closest to your breed and also inform us in the contact us section, so we can get that breed added. IN the interim you can select any and it will show all breeds.
Service provider shopping, shipping & refund policies
PetCity strictly not responsible for pet Service providers policies as we are just a platform to support & bridge the pet owners & service providers. Please refer to respective service providers policies for more details around Shipping, Return & refunds policies
To raise any complaints please reach us on tufussolutions@gmail.com, app.petcity@gmail.com
Is my personal information safe and secure?
We recognise the importance of protecting the privacy of our customers who provide their personal information to us. We are committed to handling personal information in accordance with applicable privacy laws, including the Indian Privacy Principles set out in Privacy Act (“Privacy Act”).
Our Privacy Policy explains how we collect your personal information, what we do with it, and how it is protected. Please read our Privacy Policy to see what information PetCity collects and how it may be used. By continuing to use the Website you agree to the terms of the Privacy Policy. (PetCity reserves the right to make changes to this Privacy Policy from time to time).
Updated to this FAQ’s
This Privacy policy was updated on 26.01.2026. From time to time, we may change our policy practices. We will notify you of any changes to this policy as required by law. We will also post an updated copy on our app. Please check our website periodically for updates.