Help centre
Find an answer, or get in touch with the PetNGo team.
9 articles
Booking & payments
My booking says 'requested'
The host has 24 hours to answer. Your card is only on hold; you'll get a notification either way.
Where's my refund?
Refunds go back to the card you paid with and usually appear in 5–10 working days, depending on your bank.
Can I change my dates?
Today you can extend a stay from the booking page. For other changes, message the host or cancel and rebook.
Trips & handovers
Nobody has claimed my trip yet
Our team is alerted 24 hours before pickup and contacts drivers nearby. If no one can take it, we'll contact you with options.
What is the pickup code?
A 4-digit code on your booking page. Give it to the driver at pickup if you can't confirm in the app.
Hosting & driving
Why can't I publish my stay?
You need 5 photos, the host agreement accepted and a connected bank account. New stays are reviewed during your first 90 days.
Why can't I see the trip board?
Your driver checklist on the Driver page shows what's missing — every item must be green.
Account & privacy
How do I change notifications?
Go to Settings → Notifications. Safety messages about handovers and incidents can't be turned off.
How do I install PetNGo on my phone?
On iPhone open PetNGo in Safari, tap Share, then 'Add to Home Screen'. On Android open it in Chrome and tap 'Install app' in the menu.
Contact us
For a booking, the fastest way is the message thread on the booking page.
Email: info@occasionalspring.com
Emergency with a pet in our care: +351 300529717