Help
Ler em portuguêsIf something goes wrong
The dog first, everything else after. Pick what happened and see what to do, step by step.
What happened?
The dog
The service
The dog
Your dog is ill or hurt
- The walker gives what first aid they can and calls you straight away. If it is urgent, or they cannot reach you, they take your dog to the vet you named in the profile (or the nearest one) and call your emergency contact.
- When you book, you authorise the walker to take your dog to a vet in an emergency. You can leave a spending limit and instructions in the profile.
- Keep the lead, the health booklet and the vet's details at hand. dogwalking.pt reminds you of this before every stay.
- Vet costs are the owner's, unless the problem was caused by the walker's carelessness. Agree with the walker how they advance them and how you pay them back.
The dog
Your dog ran off or got lost
- The walker calls you at once, tells dogwalking.pt and searches from where the dog ran off; the walk route shows where they were.
- With the microchip and your contact details up to date on SIAC, whoever finds your dog and takes it to a vet or the official animal shelter can reach you.
- Tell the municipal animal shelter (centro de recolha oficial), the parish council and the police (PSP or GNR), and post in local groups. We help coordinate the search and hear both sides about what happened.
The dog
Your dog bit or was bitten
- If your dog was bitten: the walker separates the dogs, checks the wounds, calls you and takes your dog to the vet if needed. They swap contact details with the other dog's owner.
- If your dog bit a person or another animal: the walker helps, swaps contact details and calls you. A bite to a person must be reported to the authorities, and the dog may have to be kept under veterinary observation.
- Write to us at filipe@dogwalking.pt the same day, with photos and the contact details swapped. Damage is dealt with under the law and each side's insurance.
The service
The walker did not show up
- Every walk, visit and night has a recorded start. If there is no record half an hour after the planned time, the walker gets an automatic reminder; two hours later you are told by email, with the walker's phone number.
- Call the walker. If they do not answer, write to us at filipe@dogwalking.pt: we show you the walkers free in your area for what remains.
- You do not owe the walker for a service they did not do.
The service
The walker cancelled
- You get an email with the walks, visits or nights affected and a link to the walkers free on those dates in your area. If you need to, write to us at filipe@dogwalking.pt and we will help you see who is free.
- You do not pay for what the walker cancelled.
The service
You are not happy
- Tell the walker through the booking messages; most problems are solved there.
- If not, write to us. We read the reports, routes, messages and records, and reply on working days.
- You can review the walker after three walks, visits or nights; honest negative reviews stay published.
The home
Something at home broke or went missing
- Tell the walker and write to us at filipe@dogwalking.pt within 48 hours, with photos if you have them.
- We hear both sides. Damage caused by the walker is their responsibility; we help reach an agreement. We point walkers to liability insurance, but it is not compulsory.
The home
The keys
- Handover and return are marked by both of you on the booking page. If the walker still has the keys after the last service, they get a reminder and so do we.
- Lost key: tell us at once. The walker is responsible for the cost of replacing the lock if the loss was theirs.
Still need help?
Write to us with what happened, the booking and photos if you have any. We read the reports, routes and messages, and reply on working days.