Why does my invoice look different this month?

Why does my invoice look different this month?

Before contacting us about your invoice, please take a moment to check the details in your Client Portal, as most queries can be resolved there. A quote is sent at the beginning of the month showing what you currently owe for dog walks planned over the next month. At the end of the month, you receive an invoice, which will have any additional walks or cancellations added to it. Any outstanding money is due immediately and any cancellations are credited to the next month.

All walks are fully itemised, showing:

• Each individual walk or service

• Any cancelled walks (including whether they were chargeable or £0)

• The total number of walks included for that billing period

• Billing period is generally 24th - 23rd

• Payments can be made weekly or monthly before walks

It’s very common for invoices to differ from month to month due to:

• A different number of walking days in the month

• Holidays, cancellations or additional walks

• Changes to your regular schedule

A different total does not automatically mean an error.

Click here for access to the Client Portal.

What should I check before contacting us?

Before calling or emailing, please check the following in your Client Portal:

1. Your Invoice PDF Open the invoice and review the full itemised list of walks. Please note which specific walks you are querying.

2. Cancelled Walks Check whether any walks were cancelled and whether they were chargeable or £0, depending on cancellation time. Please see our cancellation policy here.

3. Payments & Allocations Go to Payments in the portal and check:

   • The date and amount of each payment

   • Which invoice each payment has been allocated to

   Payments are sometimes allocated automatically by the system and may not link to the invoice you were expecting, especially if an invoice or payment was missed.

4. Outstanding Balances Check the Account Summary to see if any balance remains from a previous invoice.

5. Money Outstanding Money may not be allocated to the invoice you intended it to. This can happen if you have more than one invoice outstanding. There will be a balance owed, which shows how much is outstanding in total, but this DOES NOT include the quotes that have been sent out for future walks, these will not be added until the end of the month.

Click here for access to the Client Portal.

When should you contact us?

If, after checking:

• The specific walks you are querying, or

• The payment amount, date, and the invoice it has been allocated to,

something still doesn’t look right, please contact us with those details and we will be happy to investigate.

Providing clear information allows us to resolve invoice queries quickly and accurately — and helps us spend less time on admin and more time caring for the dogs 🐾

Use the button below to access your client portal.

Click here for further information on the PSP Client Portal​

Click here for FAQs

Click here for the main information page

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