FAQ
Brand setup, photos, undo windows, pause links, refunds, and the things sitters ask before signing up. Open /sample to see the artifact a pet owner actually receives.
- What does the pet owner actually see?
- A short branded email with the report card inline. Your business name and logo at the top in your chosen color, the visit date and type, two photos in a grid, four behavior fields rendered as boxes, a friendly one-paragraph note, and your contact details plus a one-click pause link in the footer. Open /sample to see the exact thing recipients receive.
- Do I need a website to sign up?
- No. Your business email is enough. You don’t need a domain, you don’t need DNS, you don’t need a logo file you wouldn’t recognise. We set the from address to a shared sending subdomain in v1 and we set your own email as Reply-To, so any owner who hits Reply lands back in your normal inbox.
- Can I upload my own logo?
- Yes — PNG, JPG, or SVG, any reasonable size. It renders as a silhouette in your chosen brand color at the top of every report card. If you don’t have a logo yet, we’ll use your business initials as a clean type lockup until you do.
- What if the photos I snap are huge?
- No problem. The form accepts any size your phone produces. We downsize to a max edge of 1600px server-side before render — no manual resizing on your end, and no “file too large” errors. The two photos render in a tidy grid with
object-fit: coverso portrait, landscape, and square all look right. - Can I undo a send if I tapped too soon?
- Yes. Every send shows a 30-second live countdown after you tap. One tap on that countdown cancels the send before the email leaves — no email is delivered to the owner, no recovery conversation required. After the 30 seconds elapse the report is out and the owner’s pause link in the email footer is the next intervention surface.
- Can the pet owner unsubscribe or pause reports?
- Every report email’s footer has a one-click “Pause reports for {pet name}” link signed per recipient — no login required for them. Tapping it stops any further reports for that pet from leaving your queue. Multi-pet households can pause one pet without affecting the others. You see the pause in your dashboard so you can ask them about it if it was a misclick.
- Can I pause everything from my end too?
- Yes. Your dashboard has a global pause toggle that halts every outgoing report until you turn it back on — useful when you’re on vacation or sick. Anything already in the 30-second undo window cancels; nothing new leaves.
- What does a visit-form entry actually contain?
- Pick the pet from your saved client list, snap two photos, tick four behavior boxes (potty, water, mood, plus one customisable field you set up at signup — e.g. “medication given,” “leash behavior”), and type a one-line free-form note. Hit Send. The form is timed; we target a median of under 60 seconds per visit.
- Will the LLM ever invent something about my visit?
- The four behavior fields and any numeric or medical content (dose times, dose amounts) are rendered deterministically — the LLM does not paraphrase them. The LLM only rewrites your free-form note into a body paragraph and writes the headline. If your note is empty, the headline reads “Quick visit update” and the body says “All four behaviors logged above. No notes from this visit.” — no invention.
- What if I send to the wrong pet by mistake?
- Before you tap Send, the form names the recipient explicitly in plain prose: “This will email Karim Patel <karim@…>.” Multi-recipient pets list every email inline. After Send, you still have a 30-second undo window. If a wrong send slips past both checks, we don’t paper over it — see the refund policy below.
- What’s your refund policy?
- Two automatic refund paths, both verifiable from our side without you having to argue. If the report-card render fails after our retries, or our delivery logs show the email never landed (a hard SMTP failure), we refund the seat for that month automatically — no support escalation required. If our access logs show the seat was never used for 30 days after sign-up (no reports sent, no dashboard logins), we refund the inactive seat. Outside those paths refunds are discretionary; email petcard@<your base domain> and we’ll work it out case by case.
- Are my pet-owner emails exported anywhere I don't expect?
- Honest answer: your client roster (pet names, owner names, owner emails) lives in your account and you can export it to CSV from the dashboard whenever you want. We don’t share it with other sitters, sell it, or use it for cross-business marketing. It does pass through the providers we use to operate the service — see the privacy policy for the full list (Stripe for billing, Resend for outbound email, Vercel for hosting, OpenRouter for the note rewrite).
- Does the owner know this came from Petcard?
- The email body, the branded report card, the headline, and the photos all carry yourbusiness — your name, logo, and color in the header and footer. A small “powered by petcard” line sits at the very bottom of the email as a soft disclosure (we’d rather be honest about who runs the rails). It doesn’t compete with your brand and we don’t link it to a sales page above your signoff.
- What if my chosen brand color is hard to read?
- At brand setup we check your color against WCAG AA contrast on white. If it fails (pure neon yellow on white, for example), we offer a darker variant for the header bar so the owner can actually read your business name. Your color shows up everywhere else as you picked it.
- What happens after my 5 free reports?
- On your 6th Send, Stripe Checkout opens with the seat subscription. Apple Pay or Google Pay one-tap if you’ve used them before. If you decide it’s not for you, just close the checkout — your roster and brand setup stay put if you come back later. You don’t get billed until you complete checkout.