The Key Insight
More rules = less availability. Only add rules that solve real problems.
Petboost's booking engine is designed to mirror your real-world business operations. It offers a spectrum from "no rules" (maximum availability) to "extreme structure" (maximum control).
The question to ask is "what rules do I NEED to run my business safely?", not "what rules can I add?"
Note: Examples in this guide use dogs, but Petboost supports cats and other pets with the same concepts.
Quick Win: Get Online Booking Working in 5 Minutes
If you just want to get started fast, here's the minimum viable setup:
✓ Set your working hours → Team Members → [Your Name] → Working Hours tab
✓ Create at least one service → Services → Add Service
✓ Enable self-service booking → Services → [Service] → Booking Settings → Self-Service Booking → turn on Online booking
✓ Set capacity to 1 → Team Members → [Your Name] → Capacity tab (you can adjust later)
✓ Done. On a Pro, Flex, Max or Enterprise plan, your booking page is live. Refine rules only when you hit a problem.
Then read the rest of this guide to refine your setup over time.
The Spectrum at a Glance
THE PETBOOST RULES SPECTRUM════════════════════════════════════════════════════════════════════════════════MINIMAL BALANCED MAXIMALRULES RULES RULES │ │ │ ▼ ▼ ▼┌──────────────┐ ┌──────────────┐ ┌──────────────┐│ "OPEN DOOR" │ │ "SMART GATES"│ │"FULLY MANAGED"││ │ │ │ │ ││ • Instant │ │ • Instant or │ │ • Pending ││ confirm │ │ pending │ │ approval ││ • No │ │ • Key │ │ • Multiple ││ eligibility│ │ eligibility│ │ eligibility ││ • Any time │ │ rules │ │ layers ││ │ │ • Structured │ │ • Strict ││ │ │ capacity │ │ scheduling ││ │ │ │ │ • Manual ││ │ │ │ │ review │└──────────────┘ └──────────────┘ └──────────────┘ │ │ │ │ │ │ Solo trainer Grooming salon High-volume daycare with repeat with 2-3 staff with safety protocols clients only ✓ Maximum ✓ Good balance ✓ Maximum control availability ✓ Reasonable ✗ Reduced ✗ Less control automation availability ✗ More admin work
Which Level Are You?
Level 1: "Open Door" (Minimal Rules)
Best for:
Solo operators with repeat clients
Simple services with low risk
Businesses prioritising maximum bookings
Typical setup:
Self-service booking: Enabled
Confirmation: Instant
Eligibility rules: None or minimal
Notice period: Short (2-4 hours)
Trade-off: Maximum availability, but less control over who books.
Level 2: "Smart Gates" (Balanced Rules)
Best for:
Small-medium teams (2-5 staff)
Mixed services needing some structure
Businesses wanting automation with guardrails
Typical setup:
Self-service booking: Enabled
Confirmation: Instant (pending for new customers if needed)
Eligibility rules: Key constraints only (vaccination, weight ranges)
Capacity: Structured per session/resource
Notice period: 24-48 hours
Trade-off: Good balance of availability and control. Most businesses land here.
Level 3: "Fully Managed" (Maximal Rules)
Best for:
High-volume facilities (daycare, boarding)
Businesses with safety requirements
Services requiring assessment before acceptance
Typical setup:
Self-service booking: Enabled or disabled
Confirmation: Pending approval (manual review)
Eligibility rules: Multiple layers (age, weight, breeds, vaccination)
Initial services: Required (temperament tests before regular booking)
Geographic restrictions: Suburb limits
Structured sessions: Distinct blocks with capacity
Trade-off: Maximum control and safety, but significantly narrower availability.
⚠️ The Availability Paradox
Each rule you add filters out potential bookings.
This is expected: every rule removes some slots.
Illustrative example (actual impact varies based on your specific setup):
Each rule you add = fewer available slots│├── Working hours/schedule → BIG impact (defines when you're available)├── Capacity limits → BIG impact (limits simultaneous bookings)├── Initial service req. → MODERATE impact (gates new pets)├── Pet eligibility rules → MODERATE impact (filters specific pets)├── Geographic restrictions → MODERATE impact (filters by location)├── Booking notice period → SMALL-MODERATE impact (filters short-notice)│└── The more rules you stack, the tighter availability becomes
The right mindset:
❌ "What rules can I add?"
✓ "What rules do I NEED to run my business safely?"
Every rule should answer: "This prevents a real problem I've experienced or genuinely fear."
If you can't articulate the problem, you probably don't need the rule.
Self-Assessment Questions
Use these questions to determine your right level on the spectrum.
Question 1: "Can I confidently accept any booking that passes my basic checks?"
Answer | Action |
Yes | Enable self-service with instant confirmation |
Unsure | Enable self-service with pending approval |
No | Keep self-service off until you've defined the right rules |
Question 2: "What are my HARD constraints?" (Non-negotiable)
These are safety and operational limits that cannot be bypassed:
Constraint | Action | Where to Configure |
Maximum pets at once | Set capacity | Team Members → [Person] → Capacity, or Resources → [Resource] → Capacity |
Vaccinations required | Enable vaccination enforcement | Services → [Service] → Policies & Paperwork → Require vaccination certificate |
Age requirements | Set age eligibility | Services → [Service] → Who Can Book → Age Restrictions |
Birthday required | Require a date of birth to book | Settings → Policies & Paperwork → Require pet birthday, with a per-service override |
Weight limits | Set weight eligibility | Services → [Service] → Who Can Book |
Breed restrictions | Set breed exclusions | Services → [Service] → Who Can Book |
Geographic service area | Set suburb restrictions | Services → [Service] → Who Can Book → Advanced options → Geographic Restrictions (mobile services only) |
Minimum notice | Set booking notice period | Services → [Service] → Duration & Timing → Booking Notice Period |
Assess new pets first | Set initial service | Services → [Service] → Who Can Book → Advanced options → Service Prerequisite |
An age rule and a required birthday are two different settings. Age Restrictions on a service sets the range a pet must fall in. Require pet birthday on Settings > Policies & Paperwork makes a date of birth mandatory whether or not any service has an age range.
They interact. Once a service carries an age range, a pet with no date of birth recorded cannot book it until one is added, because Petboost cannot work out whether the pet is inside the range. If you set an age rule, expect the booking form to start asking pet owners for a birthday.
Question 3: "What are my SOFT constraints?" (Preferences)
These are preferences that improve operations but aren't critical:
Preference | Action | Where to Configure |
Certain times for certain services | Use sessions | |
Buffer between appointments | Set padding | Services → [Service] → Duration & Timing → Advanced options → Appointment Padding |
Approve new customers first | Use initial service pattern | Services → [Service] → Who Can Book → Advanced options → Service Prerequisite |
Customers choose staff | Turn on Customers choose their team member |
Question 4: "What am I lacking that requires further checks?"
For anything not covered by rules:
[ ] Vaccination verification → Use Petboost's enforcement OR pending approval
[ ] Behavioural assessment → Use Initial Service pattern (e.g., temperament test)
[ ] Complex medical needs → Use pending approval + pre-booking questionnaire
[ ] Anything else → Default to pending approval until confident
The Initial Service Pattern
One of Petboost's features for the "Balanced" and "Fully Managed" tiers is the Initial Service pattern.
What It Is
You can require that a pet completes a specific "prerequisite" service before they can book your regular services. Pets are assessed once, then book the regular services through self-service.
How It Works
Create an assessment service (e.g., "Temperament Test", "Trial Day", "Initial Consultation")
Link it as the Initial Service for your main services
New pets must book and complete the assessment first
Once passed, the pet can book regular services via self-service
Returning pets skip the assessment automatically
When to Use It
Scenario | Initial Service Example |
Daycare safety | "Temperament Assessment" before regular daycare |
Boarding comfort | "Trial Overnight" before multi-night stays |
Group training | "1-on-1 Consultation" before group classes |
Specialty grooming | "Coat Assessment" before complex breed cuts |
Wellness/rehab | "Initial Consultation" before treatment sessions |
Why It's Better Than "Pending Approval for Everything"
Approach | Pros | Cons |
Pending approval always | Full control over every booking | High admin overhead forever |
Initial service pattern | Full control for new pets, then automation takes over | Slightly more setup |
The Initial Service pattern gives you control where it matters (new, unknown pets) while letting trusted pets book freely.
Where to Configure
Services → [Service] → Initial Service section
You can also bypass the initial service requirement for specific customers (e.g., established clients you trust) in the customer relationship settings.
Vertical-Specific Guidelines
The examples below use dogs, but the same patterns apply to cats, small animals, and other pets. Adapt the concepts to your specific services.
Training
Scenario | Recommended Level | Key Settings |
Solo trainer, 1-on-1 sessions | MINIMAL | Self-service on, instant confirm, no eligibility |
Puppy school classes | BALANCED | Age restriction (8-16 weeks), vaccination required |
Reactive dog specialist | MAXIMAL | Pending approval or self-service off, assessment required |
Group obedience | BALANCED | Capacity limits per session, suburb restrictions |
Key insight: Most trainers over-think it. If you do 1-on-1 with a consultation anyway, just enable self-service and use pending approval if unsure.
Daycare
Scenario | Recommended Level | Key Settings |
Small home daycare (3-5 dogs) | MINIMAL-BALANCED | Resource capacity 3-5, vaccination required |
Commercial facility (20+ dogs) | MAXIMAL | Multiple resources, temperament test initial service, structured sessions |
Play group specialist | BALANCED-MAXIMAL | Size/weight restrictions, breed considerations |
Key insight: The Initial Service pattern (temperament test before regular booking) is your friend. New dogs get assessed once, then book through self-service.
Grooming
Scenario | Recommended Level | Key Settings |
Solo groomer, one table | MINIMAL | Resource capacity = 1, simple schedule |
Salon with multiple groomers | BALANCED-MAXIMAL | Resource per slot, weight-based variants, staggered starts |
Mobile groomer | BALANCED | Suburb restrictions, travel padding, larger intervals |
Key insight: Weight-based service variants (XS, S, M, L, XL) with eligibility restrictions are gold. Customers self-select the right service, pricing is transparent, no surprises.
Walking
Scenario | Recommended Level | Key Settings |
Solo walker, pack walks | BALANCED | Team capacity 4-6, suburb restrictions, age minimums |
Walking company with staff | BALANCED-MAXIMAL | Team member per walker, suburb assignments per walker |
1-on-1 premium walks | MINIMAL | Team capacity = 1, self-service on |
Key insight: Suburb restrictions are essential for mobile businesses. Don't waste time on bookings outside your realistic service area.
Boarding / Stays
Scenario | Recommended Level | Key Settings |
Home boarding (1-2 dogs) | MINIMAL-BALANCED | Resource = boarding spot, capacity 1-2, vaccination required |
Kennel facility | MAXIMAL | Multiple resources, check-in/out windows, initial service for temperament |
Luxury boarding | BALANCED-MAXIMAL | Pending approval, pre-stay questionnaire |
The "Start Minimal" Philosophy
Our recommendation: Start with fewer rules and add them as problems arise.
Start minimal: Enable self-service, use instant confirmation
Observe: Watch what bookings come through for 2-4 weeks
Identify friction: Note when wrong bookings slip through
Add targeted rules: Add only the rules that solve real problems
Monitor: Check that availability hasn't dropped too far
This approach prevents over-engineering while ensuring you catch real issues.
Where to Configure Each Rule
Rule Type | Where to Set It |
Working hours / Schedule | Team Members → Working Hours, or Resources → Working Hours |
Sessions | |
Pets at a time | Team Members → Capacity, Resources → Capacity |
Service eligibility (age, weight, breed) | Services → [Service] → Who Can Book |
Pet birthday required | Settings → Policies & Paperwork → Require pet birthday |
Vaccination requirement | Services → [Service] → Policies & Paperwork |
Booking notice period | Services → [Service] → Duration & Timing |
Suburb restrictions | Services → [Service] → Who Can Book → Advanced options (mobile services) |
Instant vs pending confirmation | Services → [Service] → Automatic Actions → Instant confirmation |
Service prerequisite | Services → [Service] → Who Can Book → Advanced options → Service Prerequisite |
Customers choose their team member |
Related Guides
Topic | Guide |
Schedule, sessions, capacity | |
Eligibility and restrictions | |
Self-service readiness | |
Troubleshooting availability |
Remember: Respect your customers' time. Every unnecessary rule is a barrier between them and booking with you. Add rules that solve real problems, not hypothetical ones.