GeneraGENERACUSTOMER PORTAL

YOUR GUIDE · 6 PAGES

Customer Portal

Your daycare's portal is where you book days and appointments, keep your dog's details up to date, read messages from the team and see your bills. It works in any browser, on your phone or a computer, and you can add it to your phone's home screen like an app. This guide walks through each page.

Signing in and finding your way around

Sign in

What it does — Your daycare sends you an invite by email. The link in it lets you set a password, and from then on you sign in with your email and that password. Once you're in, everything is a tap away: on a phone, Home, Pets, Billing and Chat sit along the bottom of the screen; on a computer the same pages are in the sidebar, with Booking History and Reports & Docs. Your name in the top corner opens a menu with Booking history, Your profile, Notifications, How to use the app (this guide), Get the app and Sign out.

  • Your daycare's colours — The portal carries your daycare's name, logo and colours, so it looks like theirs. The pages work the same way everywhere.
  • Phone or computer — Use it in any browser. On a phone the pages sit along the bottom; on a computer they're in a sidebar. You can also add it to your phone's home screen (see Get the app below).
  • No invite yet? — Ask your daycare to send one. If you've booked with them before, they already have your details, so the invite links straight to your account.

How to use it

  • Open the invite email from your daycare and follow the link. Set a password and you land on your home page. Forgotten it later? Forgot password on the sign-in page emails you a link.
  • The first time in, you may be asked for a phone number and home address before you carry on, so the team can reach you. You'll also be asked to read and sign the daycare's terms before you add a dog or make your first booking.
  • Home shows your bookings and is where you book. Pets holds each dog's profile, photos and membership. Billing has your invoices and payment set-up. Chat (Messages on a computer) is your line to the team.
  • Your profile, in the menu behind your name, holds your contact details. Keep them up to date: drivers use your address. Sign out signs out this device only.
Home on a phone, with the pages along the bottom.

Home: your bookings at a glance

Home

What it does — Home leads with what you need most: anything still waiting for the daycare to answer, a row of Book something tiles for the services you use, and your next seven days with every booking and its status. A switch turns the list into a month calendar.

  • Pending — A booking the daycare needs to approve shows as Pending until they accept it. You're told either way.
  • Not coming — Cancels that day. The daycare's cancellation rules apply, so a late cancellation may carry a fee; a membership day never does.
  • Closed and full days — Days the daycare is closed, or already full, are greyed out and can't be booked.

How to use it

  • Requests waiting: if you've asked for something the daycare hasn't answered yet, a banner at the top says what it is and how long ago you sent it. It goes once they accept or decline.
  • Book something: a tile per kind of service (Daycare, Grooming and so on), with the ones you book most first. View prices opens the price list.
  • Your next 7 days: one card per day with each booking and its status: Confirmed, Membership, Repeats or Pending. Show more days adds another week, up to eight.
  • Week / Month: the switch beside the heading shows the whole month, with icons for what's booked each day and an amber dot where a request is still waiting. Tap a day to see its card underneath.
  • + Add booking on any open day opens the booking form with that date filled in. Tap a booking to open Your booking, where you can add an extra service, give a different collection or drop-off address for that day, write a note for the day, or press Not coming.
Book something: one tile per kind of service.
Your next days, with + Add booking on every open day.
Month: tap a day to see its bookings underneath.
Tap a booking to see its details and what you can change.

Booking a day or an appointment

Add booking

What it does — Booking starts from a Book something tile or + Add booking on a day. Pick the dog, the service, the date and whether you want collection and drop-off, check the summary, and confirm. Some services are booked straight away; others go to the daycare as a request and show as Pending until they say yes.

  • Prices — What you see is the daycare's price list, or your own rate if they've given you one.
  • Full and closed days — A full day may offer you the waiting list, or stop taking requests, depending on how the daycare runs. Closed days can't be booked.
  • Cut-off times — Same-day and weekend bookings may close at a set time. After it, your request goes to the daycare as Pending, or is refused with a note saying why.

How to use it

  • Dogs first: each of your dogs is a tile. Tap more than one to book them all with the same details.
  • Service: the list shows each service under its heading, with a short description and the price. From a Book something tile the service is already chosen. Extras, like a bath on a daycare day, are offered where the daycare allows them.
  • Date: a day for daycare, a range for a stay. For an appointment such as a groom, a strip shows how many times are free on each day of the week; a full day offers the next free one, and you pick a time.
  • Collection and drop-off: two switches and the price for the day, if your daycare collects. You can give a different address for that day, for example if your dog is staying with a relative.
  • Submit shows a summary of what you're about to book. Yes, book it confirms. If the service needs the daycare's approval it shows as Pending until they accept it; otherwise it's confirmed on the spot.
Booking: tap the dogs it's for.
The service list, with descriptions and prices.
Appointments: the free times on each day of the week.
Collection and drop-off: two switches and the price.
After Submit, check the summary and tap Yes, book it.

Your pets and memberships

Pets

What it does — Pets lists every dog on your account. Each one has a profile you keep up to date, a gallery, and, if the dog is on a membership, a Membership card showing its days, its next payment and any day changes. Recurring Bookings, beside Your Pets, lists your regular weekly bookings.

  • What you can edit — Your dogs' details and photos. Anything the daycare keeps for its own team, such as groups and paperwork, stays with them.
  • Vaccination certificates — Your daycare may ask for a photo or PDF of the certificate when you add a vaccination or treatment on Pet Profile. If so, it's marked as required and you can't submit until it's attached.
  • Vaccination reminders — You're emailed before a vaccination expires, and the profile shows a warning, so there's time to book the booster.
  • Day changes are requests — A membership day never moves on its own. Your dog keeps its days until the daycare approves the change, and you can edit or withdraw a request until they answer.
  • Ending a recurring booking — Your daycare may ask for notice. If so, your dog stays booked until it runs out, and you'll see exactly what's cancelled and any fee first.

How to use it

  • Add a pet walks you through a short form: name, breed and gender, then whatever else your daycare asks for, such as vaccinations, your vet and an emergency contact. You sign the daycare's terms at the end.
  • Pet Profile holds your dog's details, vaccinations with their expiry dates, feeding and care notes, and emergency contacts. Changes save straight to the profile the daycare sees, so update it when something changes.
  • Gallery shows the photos the daycare has taken of your dog, and your own. You can add photos and set one as the profile picture.
  • Membership, at the top of the profile, shows the plan, its fixed days and the next payment. Request a change asks for a new set of weekly days; Just one day (where your daycare allows swaps) moves a single day to a free date. Both go to the daycare to approve.
  • Recurring Bookings, next to Your Pets, lists the days your dog comes in every week. Press Manage to change when it ends, or to end it. If your daycare asks for notice, the earliest end date is that far ahead and your dog stays booked until then. Before you confirm, you're told how many bookings will be cancelled and whether any cancellation fee applies.
The Membership card on your dog's profile.
All future days: pick the new days and when they start.
Just one day: move a single booked day to a free one.
What a customer sees when they end a recurring booking with a 4-week notice period.

Billing, messages and the app

Billing · Chat · Get the app

What it does — Three more things you'll do in the portal: pay, talk to the team, and put the portal on your phone's home screen so it opens like an app.

  • Notifications — You're emailed about bookings, requests and payments. With the app installed you can also get a message on your phone when your dog is collected or dropped off, if your daycare has that switched on.
  • No app store — The installed app is the same portal with the same login; there's nothing to download from an app store.
  • This guide — How to use the app, in the menu behind your name, opens this guide in a new tab.
  • Bundle days — If you've bought a bundle of days, your Home and Billing pages show how many you have left and when to use them by, and Billing › Bundles lists each one. Each day your dog comes uses one; booking ahead doesn't use them up. Buy more in the Shop.
  • Need help? — Ask your daycare. They can see your bookings, pets and bills, and sort most things from their side.

How to use it

  • Billing opens on a summary: your next payment, how much it is, anything still waiting for approval, and what pays for what. One line shows how your memberships are paid (a Direct Debit or a card); if your daycare charges bookings to a card, a second line shows that card. Change beside either one replaces it. Some daycares ask you to set one up before you can book.
  • Your memberships are listed under the summary, one line per dog with the plan, the monthly price and Active or Pending. Tap one to change the day your payment is collected, or to cancel it. Your invoices come next, and View price list sits at the bottom of the page.
  • Statement, a tab at the top of Billing, lists every invoice, payment and credit on your account in date order with a running balance, like a bank statement, so you can see exactly what has been paid and what is left. Switch between 3 months, 12 months and All time, and print it or save it as a PDF.
  • Chat is one conversation between you and the daycare; whoever on their team answers, it's the same thread. On the days your dog is collected, the driver can join in too. Announcements from the daycare arrive in a separate channel you can read but not reply to.
  • On a phone, the return key adds a new line; only the Send button sends. On a computer, Enter sends.
  • Get the app, in the menu behind your name, puts the portal on your phone's home screen. Install opens your phone's own install where it has one, or step-by-step Add to Home Screen instructions. On a computer it shows the link to open on your phone and the steps for iPhone or Android.
Billing: your next payment, what pays for what, and your memberships.
Tap a membership to change its collection day or cancel it.
Chat on a phone: return adds a line, Send sends.
The menu behind your name, with How to use the app and Get the app.
On a computer: the link to open on your phone, then the steps.
Your statement, with a running balance.
Your bundle days, on your home page.

Shop: buying day bundles

Shop

What it does — If your daycare sells bundles of days, you can buy them yourself in the Shop and pay there and then by card, Apple Pay or Google Pay. A bundle is a set of days paid for up front, usually for less per day. Each day your dog comes uses one; booking ahead doesn't use them up.

  • Any of your dogs — The days can be used by any of your dogs, for the service the bundle covers.
  • Booking ahead — Days are only used as each booked day comes round, so booking weeks ahead doesn't use your bundle up early.
  • Use by — Some bundles have to be used within a few months of paying. The Shop says so, and unused days are lost after that date.
  • Bundle details — A long description is cut to 3 lines on the bundle. Press the bundle to read all of it, with the price and what's included, and buy it from there.
  • Your receipt — Every order comes with its own paid invoice from your daycare. Press View receipt on the order, or find it in Billing with the rest.
  • Nothing in the Shop? — Your daycare hasn't put anything up for sale yet, or doesn't take card payments in the app. Ask them.

How to use it

  • Open Shop from the menu (along the bottom on a phone), or press Shop next to Prices on your home page. You'll only see it if your daycare has something for sale.
  • Each bundle shows how many days you get, the service they're for, the price per day and how long you have to use them, along with your daycare's description of it if they've written one. Press the bundle to read its full details, or press Buy now on the one you want.
  • Checkout shows your order and what happens next. Press Pay to go to Stripe's secure payment page, where you pay by card, Apple Pay or Google Pay. Your card details go straight to Stripe.
  • Once you've paid, you come straight back to your order: Ordered, Paid, Ready to use, with a View receipt button. Changed your mind on the payment page? Go back, and nothing is taken.
  • Once it's paid, your days are ready. Your home page shows how many you have left and when to use them by. Billing › Bundles lists every bundle you've bought, with the days left on each and a Buy more button.
The Shop on a phone.
Each bundle shows your daycare's description.
Press a bundle to read all of it.
Shop sits next to Prices on your home page.
Checkout: press Pay to pay on Stripe's secure page.
Back from Stripe: paid, with the days ready and a receipt.
Billing › Bundles: every bundle you've bought.

Run a daycare? The Help Centre covers the admin side, and this page is yours to share with your customers.