How do I know if my pet will be in good hands?

At PetMate, we are pet lovers at heart. Our drivers are either owners of pets themselves or have had prior experience handling pets as regular drivers for some of our partners.


New drivers have to fulfil training hours to make sure they are equipped with dealing with your furry family. We also have a strict protocol to make sure proper procedures are in place.


How soon can my Petmate be here? Are you guys on-demand?

Although you can book anytime, at the moment we recommend you to book one day in advance. This is to create a higher chance for us to find a driver for you on time.


Where can I use PetMate?

We are currently active in Singapore, Hong Kong and Kuala Lumpur. We will add more cities soon.


How do I make payment?

We currently offer online payment through creditcard (only Visa and MasterCard are accepted). We will authorize the payment, but you will only be charged after a succesful match with a driver.


When can I use PetMate?

We operate 18 hours (between 6 am and midnight) a day, 7 days a week, 365 days a year.


Can I request a specific PetMate?

You cannot request a specific PetMate at this time. We will always dispatch the best PetMate for the job.


When will I receive the details of my PetMate?

Usually, you will receive this pretty fast after your booking. Sometimes it takes a bit longer because it is possible that during peak hours drivers are more difficult to find. Just stay-tuned!


Can I cancel my booking?

If you cancel the order within 1 hours before pickup, 100% of the fare will be charged. In other cases we will charge a 10% cancellation fee if cancellation is done 1~6 hours before pickup.


Can I change my booking?

Yes, please contact us directly via the chat on our website. There are no surcharges for change of time and date. Please do make sure to contact us at least one hour before the pickup time.


Surcharges

Surcharges may apply for additional work / weight and / or cleaning fees and if the waiting time is after the grace period of 15mins.


How is the rate calculated?

Rates are determined by the distance and estimated time from pick-up to drop-off and the capacity of the platform.


To get a quote simply type in your location for pickup and dropoff via the app.

Make sure you have the latest version from the App Store or Google Play installed.


What if I have an emergency and need transport ASAP?

Go ahead and place a booking through the app. We have staff monitoring, so your last-minute request will be noticed. Surcharges may apply.


What if I have another burning question?

We are available via the live chat on our website. You can also email us at salessg@petmate.me.


How do I sign up as a driver?

We built a successful transportation business with our parent company (CarPal) and have decided to launch a separate brand for the transportation of our furry friends.

Click here to become a PetMate driver.