Support

Need help? We're here.

Contact us

General support: [email protected]
Provider verification: [email protected]
Privacy and data requests: [email protected]
Legal: [email protected]

We aim to respond to support emails within one business day.

Common questions

How do I cancel a booking?

Open the booking in the app and tap "Cancel". Cancellations more than 24 hours before the scheduled start are refunded in full. See our Terms for the full cancellation policy.

How do I become a provider?

Download the app and select "Provider" during signup, or use our web signup form. You'll be asked to submit a government ID, a selfie, and (for boarding) photos of your home. Once approved by our team, you can start accepting bookings.

How do payouts work for providers?

Customer payments are held by Stripe until your service is complete. Earnings become available to withdraw 7 days after the service is completed. You can request any amount (no minimum) and payouts are made on the 1st and 15th of each month — see the Earnings tab.

What if there's an emergency during a booking?

The app has an Emergency button visible during every active booking. Tap it to alert OnlyPaw support and connect you with the other party immediately. For life-threatening emergencies, call local emergency services first (999 in the UAE).

Can I share my phone number with a provider in chat?

Not until your booking is confirmed. Our chat moderation flags messages containing phone numbers or external contact information to discourage off-platform bookings, which is against our Terms and removes the safety net we provide.

How do I delete my account?

Go to Profile → Settings → Delete Account in the app. Your personal information will be removed within 30 days, subject to legal retention requirements (financial records, dispute resolution). You can also email [email protected].

I'm having trouble logging in.

Try "Forgot password" on the login screen. If you signed up with phone only and don't have an email on file, email [email protected] from the address you'd like to attach to the account.

Report abuse or safety concerns

If you've witnessed or experienced abuse, harassment, fraud, or any safety issue on OnlyPaw, email [email protected] immediately. We take every report seriously and investigate within 24 hours.