How are Negative Reviews handled?

How are Negative Reviews handled?

If a negative review involves breaking the law through breach of contract or duty of care, then instead of removal of the Sitter listing from the site;
the New Process as of 18 August 2024 is now:
  1. The Pet Owner leaves a Review and Rating on the Sitter's listing; and emails: support AT petcloud.com.au; escalations AT petcloud.com.au 
  2. We will keep that listing published.
  3. But we will change it so that it is unable to be logged into or booked.
When leaving a negative review;
  1. Be specific and factual
  2. Avoid using overly emotional or offensive language
  3. Balance criticism with positive aspects, if applicable
  4. Offer suggestions for improvement where possible
  5. Keep the review concise and well-organised
(The email addresses are formatted the way they are above to prevent bots scraping and spamming. Please substitute the word AT with the @ symbol).


There are future plans for both sides of the platform to be reviewed.