How to export your customer data from My Pet Walker
Short answer
My Pet Walker added a pets and clients export to its app in October 2025, but no public help page explains where the button is or what the file holds. The surest route is the one in its terms: email hello@mypetwalker.co.uk and ask in writing for a CSV of all your data. Do it while your account is still open.
- Oct 2025
- CSV
- Re-add
Download your data
- 1Look on the Clients screen and in the menu for the export
- 2Save the file and open it to see which fields it holds
- 1Email hello@mypetwalker.co.uk
- 2Mention that the terms promise your personal data in CSV format on your written request
- 3Ask for chat, photos, pet notes and vaccine records in the same email
- 4Keep their reply and the date you asked
- 5Check the file against your client list before you cancel anything
Before you leave My Pet Walker
- 1Save the photos you want to keep
- 2Save the pet notes and vaccine records you rely on
- 1Pick your switch date
- 2Stop taking online payments for dates after it, a few weeks before you leave
- 3Move those bookings to your new system
- 1Open the menu and tap Subscription
- 2Tap Manage Subscription and choose to cancel
The terms also describe a Delete My Account button in the app's Help and Support section. You can also email hello@mypetwalker.co.uk and ask them to close your account.
No download, so keep your own copy
- ChatLogged and kept, with no export described
- PhotosNo export described for uploaded photos
- Terms agreedNo export of clients agreeing to your terms
- Pet notes and vaccinesHeld in the app, with no export described
Good to know
Notice and refunds
The agreement has no fixed term, and the terms state no notice period.
The refund policy gives a prorated refund if you cancel a monthly subscription in the first 7 days of the billing cycle, or an annual one in the first 30 days.
What happens to bookings and payments when you leave
Clauses 17.3.5 and 17.3.6 of My Pet Walker's terms say that when the agreement ends, My Pet Walker will cancel all future bookings. Clients who paid online for those bookings are refunded, and you pay the transaction costs on those refunds. An administration fee of £100 plus VAT per company applies for handling the termination process.
Money for work already completed is paid out on the following Monday. No money is released for work not yet done.
Card payments through My Pet Walker go through Stripe, and My Pet Walker pays you out each Monday. It does not document a way to move clients' saved cards to another system. To keep refunds low, stop taking online payments for dates after your switch date a few weeks before you leave, and move those bookings to your new system first.
What happens to your data after you leave
The FAQ says My Pet Walker holds your data for up to 1 year after you finish using the app. The terms say tax records are kept for typically 6 years and the rest is archived.
The terms give you 30 days after leaving to ask in writing for a copy of your data, which they aim to send as a CSV within 30 days, once all fees are paid and at your expense. Asking before you leave avoids that deadline.
We move you over
Bring your My Pet Walker customers into Genera
We built Genera to look after Duncan's Dog Co, our licensed daycare in Surrey. When a walker or daycare comes to us from My Pet Walker, this is how the move works.
- 1You upload your My Pet Walker export yourself.Inside your Genera account, you bring in owners and their pets from a CSV file, with names, contact details, address, breed, date of birth, microchip and notes. You can download a template that shows the columns, so nobody has to type every dog in again.
- 2Nobody gets an email until you are ready.Owners go in without a portal invite. When you want them on board, one button invites everyone who hasn't got access yet.
- 3You keep My Pet Walker going for a month.Move new bookings across during that month, so your future bookings are already in Genera by the time you leave. The 30 day free trial has every feature switched on, with no card to start.
- 4Bookings start in Genera.Owners and pets come across, and bookings don't, so each owner books their regular days in Genera once they have their invite.
- 5Payments go to you.Owners pay by card or Direct Debit through your own Stripe or GoCardless account, whichever you switch on, or by bank transfer. Direct Debits don't move across from another system. If you switch Direct Debit on, owners set it up before they can make their first booking, so there are no reminders to chase.
Plans are £50, £75 or £99 a month, with no setup fee and no contract.
A hand with the file? Email help@generasoftware.com
Questions people ask
QCan I export my clients from My Pet Walker?
QWho owns my data?
QHow long does My Pet Walker keep my data?
Sources
Duncan
Founder of Genera and owner of Duncan's Dog Co
Duncan has run Duncan's Dog Co, a licensed dog daycare in Surrey, since 2011. Genera is the software he built to run it, shaped by what actually works day to day, not theory.
Moving from another system?