General Questions
How do I access my account settings?
Click on your business name in the top left sidebar and select "Account Settings", or navigate to Settings from any page.
Can I have different settings for different locations?
No, account settings apply to your entire business account. However, individual team members and resources can have location-specific configurations.
Who can change account settings?
Only users with Admin or Owner roles can access and modify account settings.
Business Profile
Can I change my ABN after it's set?
No, the ABN is locked after initial setup for tax and legal compliance. Contact Petboost support if you need to change it due to business restructuring.
What business structure should I select?
Select the legal entity type registered with your government:
Company - Registered company (Pty Ltd, Ltd)
Sole Trader - Individual trading as themselves
Partnership - Two or more people in business together
Trust - Business operated through a trust structure
This affects invoicing and legal documentation.
Do I need an ACN?
Only if you're a registered company. ACN (Australian Company Number) is optional and only applies to companies.
Branding
What image sizes work best?
Square Logo: 512x512px or larger, 1:1 aspect ratio
Horizontal Logo: 1200x400px or similar, wide rectangular
Hero Image: 1200x900px or similar, 4:3 aspect ratio recommended
Always use high-resolution images that scale well.
Why is my button color "Unsuitable"?
The color doesn't meet WCAG accessibility standards for contrast ratio. It may be hard to read for users with visual impairments. Click "Magic Match Closest" to find a similar accessible color.
Can I upload my own fonts?
Yes, provide the font URL (typically Google Fonts) and exact font family name. The font must be web-accessible.
How do I see my branding changes?
Visit your public booking page URL to see how customers view your branding. Changes apply immediately.
Booking Configuration
Should I enable or disable online booking?
Enable for most situations - it reduces workload and allows 24/7 bookings.
Disable only if:
You're temporarily not accepting new bookings
You need full manual control over every booking
You're during a maintenance or transition period
Should I require a card on file?
Yes, strongly recommended. Requiring a card:
Reduces no-shows by 60-80%
Enables Pro Automations
Validates payment method before appointment
Prevents booking fraud
What's the best booking notice period?
4-24 hours for most businesses:
4 hours: Same-day bookings with prep time
24 hours: Standard (most common)
48+ hours: Complex services requiring preparation
Should I use instant confirmation or manual approval?
Instant confirmation for 95% of bookings. Only use manual approval if you truly need to review each booking (VIP services, complex requirements, capacity constraints).
Pro Automations
Are Pro Automations included in my plan?
Pro Automations are included in the Business Pro plan. Check your subscription if you don't see these settings.
Should I enable all five automations?
Yes, for maximum time savings. Start with one at a time and work up to all five.
Full automation workflow:
Pre-Hold Funds → Auto-Start → Auto-Complete → Auto-Finalise → Auto-Pay
What if pre-hold funds fails?
Customer receives automatic notification to update their payment method. The appointment remains but requires a valid card before proceeding.
Can I cancel an auto-payment?
Yes! You have 30 minutes after finalisation before auto-pay processes. Cancel or modify the invoice during this window.
Do auto-payments always work?
Payments can fail if:
Card is expired or cancelled
Insufficient funds
Card issuer blocks transaction
Technical issues
Customers are notified and can update payment method.
Notifications
Are SMS notifications expensive?
SMS notifications are included in Business Pro. Standard rates apply based on your plan's SMS allocation.
Can customers opt out of notifications?
Yes, customers can reply "STOP" to SMS or click unsubscribe in emails. They'll still receive critical appointment information.
What's the best reminder timing?
24 hours works for most businesses. Adjust based on:
Service prep requirements
Customer travel distance
Historical no-show patterns
Do I get notified when customers book online?
Yes, you receive notifications for new bookings. Configure your personal notification preferences in your user settings.
Policies & Paperwork
Do I need a lawyer for my terms and conditions?
Strongly recommended. Proper legal documents protect your business from liability. Many lawyers offer pet business packages.
Can I change my cancellation policy later?
Yes, but changes only apply to new bookings. Existing appointments use the policy in place when booked.
What's a fair cancellation fee?
50% is industry standard. Consider:
0-25%: Customer-friendly but may not cover costs
50%: Balanced approach
75-100%: Strict policy for high-demand or high-cost services
Must I require vaccination certificates?
Yes, for any service where pets interact:
Boarding
Daycare
Group training classes
Optional for:
One-on-one grooming
Mobile services at customer's home
Are digital agreements legally binding?
Yes, digital agreements with timestamps are legally enforceable. Our system captures all necessary proof (date, time, IP address, document version).
Payments
Should customers or business pay processing fees?
No right answer - it's a business decision:
Customer Pays:
✅ Maximizes your revenue
✅ Transparent pricing
❌ Higher sticker price for customers
Business Absorbs:
✅ Simpler pricing for customers
✅ More competitive pricing
❌ Reduces your profit margin
What are Stripe's fees?
Typically 1.75% + $0.30 per transaction in Australia. Your rate may vary based on transaction volume. Check your Stripe dashboard for exact rates.
Is the WisePOS E terminal worth it?
Consider if:
You have walk-in customers
Customers prefer in-person payment
You do front-desk checkout
You want fully connected payments
Skip if:
All bookings are online with card on file
Very low transaction volumes
No Wi-Fi at payment location
Mobile services without reliable internet
Can I use my existing card terminal?
No, Petboost connects specifically with Stripe Terminal. You need the WisePOS E device for in-person payments.
What if bank transfer payments don't arrive?
Follow up with customer:
Verify they have correct account details
Check they actually sent payment
Allow 1-3 business days for transfer
Send payment reminders
Mark as paid only after confirming receipt in your account
Troubleshooting
My settings aren't saving
Check:
Internet connection is stable
You have Admin permissions
Required fields are filled in correctly
Try refreshing the page and saving again
I can't upload my logo
Verify:
File is PNG or SVG format
File size is under 5MB
Image dimensions are reasonable (not 10000x10000px)
File isn't corrupted
Customers say they're not receiving notifications
Check:
Customer's email and phone number are correct in their profile
Customer hasn't opted out of notifications
Check spam/junk folders for emails
Verify SMS notifications are enabled in settings
Booking page shows old branding
Try:
Hard refresh the page (Ctrl+F5 or Cmd+Shift+R)
Clear browser cache
Wait a few minutes for changes to propagate
View in incognito/private window
Auto-payments aren't processing
Verify:
Pro Automations are enabled (Business Pro plan)
Auto-Finalise is enabled (required for auto-pay)
Auto-Pay is enabled
Customer has valid card on file
Stripe account is connected
Best Practices
Initial Setup Checklist
When first configuring settings:
✅ Complete business profile (name, ABN, contact info)
✅ Upload all branding (logos, hero image, colors)
✅ Configure booking settings (online booking, payment requirements)
✅ Set up Pro Automations (all five enabled recommended)
✅ Configure notifications (SMS and email reminders)
✅ Upload legal documents (terms, conditions, waiver)
✅ Set cancellation policy (24-hour notice, 50% fee)
✅ Configure payment settings (decide fee allocation)
✅ Test full booking workflow as a customer
Regular Maintenance
Monthly:
Review and update hero image seasonally
Check legal documents are current
Review cancellation policy effectiveness
Verify bank transfer details are correct
Quarterly:
Audit automation effectiveness
Review notification timing and content
Update custom messages
Check accessibility of brand colors
Annually:
Legal document review with lawyer
Comprehensive branding refresh
Policy review and updates
Settings audit for optimization
Related Features
For additional configuration:
Services - Configure your service offerings
Team Members - Set up team availability
Resources - Configure locations and equipment
Customers & Pets - Manage customer information