Question 1

How do I book a service?

Accepted Answer

Pick a business, a service, a date and a time, then send a request. Your card is held, not charged.

Question 2

Do I need the app to book?

Accepted Answer

To browse and compare businesses, yes. If a business gave you their booking link, you can book on the web.

Question 3

What happens after I send a booking request?

Accepted Answer

It shows as "Awaiting confirmation". The business has 48 hours; you can cancel free while you wait.

Question 4

Can I message a business before I book?

Accepted Answer

Yes — with "Contact" on their profile, which sends a booking request with a message. Nothing is paid.

Question 5

Can I book one visit for two or more pets?

Accepted Answer

Yes, if the business takes more than one. Use the "How many pets" tile on their profile.

Question 6

Booking by the hour, by the night or by the day

Accepted Answer

A price tag says what it buys — "$35/hr", "$70/night", "$60/day". You choose the quantity when you book.

Question 7

Why can't I book this service for my pet?

Accepted Answer

Each service lists the pet sizes it takes. If your pet's size isn't on the list, booking is disabled.

Question 8

How do recurring bookings work?

Accepted Answer

Tick "Repeat this booking" at checkout. Each visit is charged at the free-cancellation boundary, never earlier.

Question 9

What is Wanted, and what does it cost?

Accepted Answer

Post what you need and nearby businesses send you a quote. Posting and quoting are free.

Question 10

When is my card charged?

Accepted Answer

Not when you request. When the business accepts, within 48 hours. If they can't take it, the hold is released.

Question 11

What does the 5% service fee cover?

Accepted Answer

A 5% service fee is added at checkout, shown before you pay. It's the only thing BamChi charges pet owners.

Question 12

Why is there a hold on my statement?

Accepted Answer

A pending amount after you request is the hold, not a charge. It becomes a charge only when the business accepts.

Question 13

Which discounts apply at checkout?

Accepted Answer

Multi-pet, returning-client, new-client, recurring and referral discounts apply automatically — you get the largest one, never two added together.

Question 14

Can I pay the business directly instead?

Accepted Answer

No. Talking first is fine, but the booking has to be made and paid in the app — that's what your protections rest on.

Question 15

How do I cancel a booking?

Accepted Answer

From the booking itself: Activity → the booking → "Cancel Booking". Free while it's awaiting confirmation.

Question 16

Flexible, Moderate and Strict explained

Accepted Answer

Every business picks one. The full wording is on their profile and your receipt before you pay.

Question 17

How long does a refund take?

Accepted Answer

A released hold clears in 1–3 business days. A refund of a charged booking takes 5–10 business days to show.

Question 18

What happens if the business cancels?

Accepted Answer

You're refunded in full automatically and told in the chat. Cancellations count against the business.

Question 19

I can't do a booking — how do I cancel it?

Accepted Answer

Open the booking → "Can't make it? Cancel booking" → reason → confirm. The owner is refunded in full.

Question 20

How do I add or edit a pet?

Accepted Answer

My Pets tab → add a pet. Only a name is needed; everything else can come later.

Question 21

What is the pet health record?

Accepted Answer

One place for vaccinations, treatments, medication, vet visits, weight and routine — owner-only, shared with carers per booking.

Question 22

What does my carer see from the health record?

Accepted Answer

Only the care sheet, only while the booking is open, and only if the switch is on when you book.

Question 23

How do health reminders work?

Accepted Answer

A push around 8am when a vaccination or treatment is due, a vet follow-up is close, or registration is expiring.

Question 24

When do I get paid?

Accepted Answer

The owner's card is charged when you accept. Your share is released to Stripe 24 hours after the booking ends.

Question 25

What does BamChi charge businesses?

Accepted Answer

12% of each booking that goes ahead. No joining fee, no monthly fee, no lock-in.

Question 26

How do I set up payouts?

Accepted Answer

After approval, tap "Set up payouts" in the provider area. Stripe collects your details; your profile goes live when Stripe confirms.

Question 27

Payout setup done but the app still asks?

Accepted Answer

Almost certainly not. Stripe is either still reviewing, or needs one more thing from you.

Question 28

I'm under 18 — can I offer services?

Accepted Answer

From 16, yes. A parent or guardian sets up the payout account in their name — a Stripe requirement.

Question 29

Why does Stripe say "direct debit"?

Accepted Answer

Standard wording for adding an Australian bank account. It doesn't charge you anything.

Question 30

What is my booking link?

Accepted Answer

A public web page at bamchi.com/your-name where your own clients book you — no app, no account.

Question 31

How do I share my booking link (Instagram bio, QR)?

Accepted Answer

Copy it into your Instagram bio, text it to regulars, or print the QR for the van or the counter.

Question 32

Why does my link say "not ready yet"?

Accepted Answer

The link is live only when your profile is approved and payouts are connected.

Question 33

What do clients see and do on my booking page?

Accepted Answer

Your pet → When → Where → Details → Confirm & hold. Same rules, fees and discounts as an in-app booking.

Question 34

How do I sign in?

Accepted Answer

With an email link, or Google or Apple sign-in. There is no password.

Question 35

How do I delete my account?

Accepted Answer

Settings → account section → delete account. It permanently removes your profile, pets and posts.

Question 36

How do I report or block someone?

Accepted Answer

From the thread or post menu (top right) → Report or Block. The team reviews every report.

Question 37

How do I stop marketing emails?

Accepted Answer

Tap "Unsubscribe" at the bottom of any marketing email. Booking and account emails still arrive.

Question 38

How do I contact BamChi?

Accepted Answer

The round support button at the top right of the Chat tab, any day. A person can join the thread at any point.

Question 39

What the police check and certification badges mean

Accepted Answer

They are the business's own declaration, clearly labelled. BamChi doesn't sight or check the documents.

Question 40

How do I add my credentials to my profile?

Accepted Answer

Provider mode → Profile → Business profile → Credentials. Both questions are optional.

Question 41

Does BamChi show a trust tick on profiles?

Accepted Answer

No. What you see is the business's own declaration about a police check and certifications, and real ratings once they have reviews.

How can we help?

Bookings & requests

Payments & holds

Cancellations & refunds

Your pets & health record

Getting paid

Booking link & QR

Account & safety

Police checks & credentials