Customer FAQ

Since 2019, we have helped owners find verified sitters who complete our selection and training process. You can book walks, care at a sitter’s home or yours, pet visits and transport. One account is all you need, whenever you need care.

1. Place an order. Choose the service, location and dates, then describe your pet and their needs. Use your customer dashboard to arrange times, a meeting and care details with the sitter.
2. Pay for the booking. Review the summary and pay online before care starts. Your order and arrangements stay in one place.
3. Enjoy the care. Your sitter follows the agreed plan and sends reports. Book your next service using the same account.

A walk is for taking your dog out. A visit provides shorter care at home, such as feeding and litter-box cleaning. For boarding, your pet stays in the sitter’s home; for care in your home, the sitter comes to you. Book transport as a separate service.

List every pet and describe each one’s needs. Check the scope, duration and any additional charges in the summary. Do not assume an extra pet is automatically included in the booking.

Describe their daily routine and situations they find difficult. Include feeding and walking times, reactions to people and dogs, habits at home and health needs. Mention escape attempts, guarding food or difficulty being left alone.

This is not a judgement of your pet. Honest information helps the sitter prepare and decide whether they can provide suitable care.

Start looking once you know your travel dates. Extra time is particularly useful for holidays and first bookings: you can compare profiles, meet the sitter and discuss your pet’s needs without rushing.

For an urgent booking, check availability and have a backup plan. Sending an enquiry is not the same as having a confirmed booking.

Sitters go through selection that includes checking their details, training and a practical assessment with a mentor. Read their profile and reviews before choosing, and discuss your pet’s needs. This helps you find suitable experience, including with anxious pets, medication or senior animals.

Yes. Arrange a meet and greet with your sitter as part of the booking, ahead of the care dates. Discuss your pet’s routine, walks, feeding and handing over keys. It is also a chance to see how your pet feels around the new person. Agree on the time, location and any meeting fee in advance.

Tell us before care starts. Explain your pet’s needs and what concerns you, and we will help check whether another sitter is available. Availability depends on the dates and your pet’s needs. If you have already paid, we will discuss a change or settlement under the Terms.

Agree on a specific daily routine and how you will stay in touch. Ask about experience with similar pets, walks, feeding, time alone and reports. For boarding, discuss other people and animals in the home too.

Show how to put on the harness, where supplies are kept and what helps your pet feel comfortable. Keep the key arrangements in the booking conversation.

You can let us know you would like the same person. Check their availability for the new dates and confirm the care required. A previous booking does not automatically reserve future dates. If the sitter is unavailable, contact us and we will help check other options.

You pay online as part of your booking through the payment provider Stripe, rather than transferring money directly to the sitter. The sitter’s payment becomes available for withdrawal after care ends and payment processing is complete. Your dashboard keeps the booking history, and you can contact Alvis if there is a problem. The Terms explain payment arrangements.

Each service page has a price list. Before paying, check your booking summary for the amount covering your dates, number of pets and additional options. If something looks wrong or you are unsure which option to choose, contact us and we will help clarify the care you need.

We understand that you want to know who will care for your pet first. Request a meet and greet when booking and arrange it before care starts. The service must be paid for before it begins. If you are unsure about the order of the meeting and payment, contact us before paying and we will help clarify the next steps.

Contact Alvis with your booking number and an explanation. We will review the booking and available solutions. Depending on the circumstances, a full or partial refund may be possible; a change of plans does not always mean a full refund. The Terms explain cancellation and complaint conditions.

Open the booking in your dashboard and check the available options. If you cannot make a change or care starts soon, contact Alvis. We will help clarify the new plan and settlement. Check the change confirmation; the Terms explain cancellation conditions.

Contact Alvis with your booking number and start time. Agree the next steps with the team, including whether a replacement can be found. A change of sitter needs confirmation; do not assume it happens automatically.

Agree on an extra purchase and reimbursement before money is spent. Leave enough food and supplies before travelling. If something runs out, the sitter should contact you to agree on the purchase and cost. Keep receipts. Discuss health emergencies separately before care starts.

If you're not home, yes — a key will be needed, and it's something you can safely entrust. The sitter goes through document verification, an interview and training, and works to the Alvis terms of service (Alvis Sp. z o.o., KRS 0000797420): a company and rules stand behind them, not a classified ad. If you're home, the dog is simply handed over at the door.

The sitter starts the tracker at the beginning of the walk, so in the report you see the route and its length. After the walk you get a report with a map, photos and a description of how it all went.

Individually. An Alvis sitter walks only your dog, so the attention and pace are tuned to it and the walk happens with no contact with unfamiliar animals. If you leave several of your own dogs, they can walk together.

Yes. The meet-and-greet before boarding begins takes place at the sitter's home and is free: you see the home, ask questions and only then decide. You see the sitter's profile, experience and reviews even earlier — when you're choosing.

Ideally food for the whole stay, bowls, a leash and harness, a favourite toy or bed, and any medication your pet takes. You note all habits and instructions in the pet card, which the sitter receives in advance.

You provide the food — that way your pet eats the same as at home and doesn’t change its diet while you’re away. If you follow a specific feeding plan, you describe it in the pet card.

Check with the individual sitter before booking. Ask about their own pets, other animals in their care, children and options for keeping animals apart. Explain how your pet reacts in these situations. If they need a stay without other animals, make it an explicit requirement to confirm.

Overnight care does not automatically mean uninterrupted presence. Discuss the sitter’s daily schedule and how long your pet might be alone before choosing. If your pet cannot be left alone, say so at the start and confirm whether that person can provide the care required.

With care at a sitter's your pet moves into their home. Here it's the other way round: the sitter comes to you, and the animal stays in its own environment. This format is chosen for animals that don't cope well with a change of place, and when you want your home not to sit empty.

Leave out food and bowls, a leash, cleaning supplies and any medication your pet takes, and show where everything is. You note habits, house rules and emergency contacts in the pet card.

Yes. Before the start we arrange a meet-and-greet visit at your home: you show the flat and your pet’s things, hand over the keys and ask questions. You see the sitter’s profile, experience and reviews already when choosing.

Yes — agree on access to your home before the first visit. Explain which areas are available, where food and supplies are kept and which rooms should stay closed. Discuss the alarm, entry code and returning keys. Share access details privately through an agreed channel, not in a public description.

Yes, visits in your absence need access — a key, a code or a lockbox. The sitter passes document checks, an interview and training and works to the Alvis terms of service (Alvis Sp. z o.o., KRS 0000797420). You can hand over the keys in person at the meet-and-greet visit.

As long as you choose: 20, 40, 60 or 120 minutes, with each extra hour available to add. In that time the sitter feeds the cat, refreshes the water, cleans the litter box, plays and, if needed, gives medication.

Feeding and fresh water, cleaning the litter box, play and attention, medication if needed, and at the end a report with photos and GPS time confirmation. You set the scope in the instructions when booking.

Match the number and duration of visits to your individual pet’s needs. Discuss feeding, medication, cleaning, play and time without company. A short visit does not provide supervision between visits. If your pet needs frequent observation, ask about a different care arrangement; discuss health needs with your vet.

Most often to the vet, the groomer, the station or airport, between homes or to a show. You give the route in the booking — we'll pick up at the door and deliver to a given address.

Yes, a round trip with waiting during the visit is possible — for example at the vet or groomer. You mark it when booking.

If you have a carrier, it’s worth getting it ready — your pet feels more secure in it. If not, note it in the booking: a small pet travels in a carrier, and a larger dog on a harness with a safety belt.

Describe these needs before booking: veterinary instructions, how medication is given, diet, mobility limitations and reactions to people or animals. Confirm that the sitter can provide the agreed care. Not every sitter or service will be suitable for every case.

Leave an up-to-date phone number, a backup contact, your veterinary clinic’s details and instructions for problems. Agree how to communicate and hand over keys before care begins. Tell the sitter about changes in your pet’s health or behaviour.

Check your booking details and contact the sitter. If the issue persists, contact Alvis with the booking number, date and a specific description. Keep messages and photos. Do not wait for the next report to raise an urgent concern about your pet’s safety.

Start with an unhurried conversation and meeting with the sitter. Share your concerns, explain your pet’s routine and agree when you will receive updates and reports. If you would like a shorter trial booking, ask whether it can be arranged separately.

Be open about separation difficulties. For severe anxiety, discuss a plan with a vet or qualified behaviour professional; a different sitter alone may not resolve it.

The sitter should promptly tell you about a concerning change and contact a vet when urgent help is needed. Do not wait for the next report to address an urgent situation.

Before care starts, leave your number, a backup contact and your vet’s details, treatment information and arrangements for transport and costs. Inform Alvis too; the Terms explain responsibility and Alvis Protect.

Contact the sitter and Alvis straight away. Give your expected return time and ask about extending care and the cost. An extension needs confirmation, as the sitter may have other commitments. Before travelling, arrange a backup person who could take over if necessary.