感谢您选择萌宠在家的服务！为了保障您的信息与资金安全，并提升您的服务体验，我们已为您提供全面的安全保障措施，让您使用服务时更安心、更放心。若您是首次使用本平台，诚邀您花几分钟了解我们的安全保障和服务标准，期待为您和您的萌宠带来最贴心的服务体验！
Thanks for choosing PUPPYWALKER! We’ve got safety measures in place to keep your info and funds secure, so you can enjoy a worry-free experience. If it’s your first time with us, take a moment to check out our safety tips and service standards. We can’t wait to take great care of you and your pet!
萌宠在家 团队
PUPPYWALKER TEAM
信息和资金安全
Data and Payment Security
我们守护您的个人信息安全与保密，未经您的同意我们不会授权给第三方，同时，为保障您的资金安全和服务质量，平台明确禁止私下交易。如有发现此类行为，欢迎您向平台举报，我们提供奖励机制以感谢您的反馈（邮箱：info@puppywalker.cn）。
Your personal information is safe with us! To ensure the safety of your funds and the quality of our services, private transactions outside the platform are strictly prohibited. If you encounter such behaviour, Please report it to us. We offer a reward to thank you for your feedback (Email: info@puppywalker.cn).
我们秉持高品质服务承诺，制定了严格的服务标准，并要求所有服务人员严格执行。服务过程中，也欢迎您根据标准对服务进行监督，确保您的爱宠获得最佳体验。如您发现服务人员未按标准执行，可通过平台进行反馈，我们将迅速核实并处理。您的监督是我们提升服务质量的重要动力，感谢您的信任与支持！
We are committed to providing high-quality services with clear standards that all our staff must follow. During the service, you’re welcome to monitor the process and make sure your pet gets the best care. If you notice any issues, please give feedback through the platform, and we’ll look into it right away. Your feedback helps us improve our services. Thank you for your trust and support!
- 工具消毒：准备工具和对环境工具进行消毒。
- 健康预检：对皮肤整体检查和毛发整洁度评估。
- 修剪指甲：用专用工具修剪过长指甲。
- 修理杂毛：把肛门毛、脚底毛等杂毛修理。
- 耳道清洁：使用专用的洗耳液清洁耳道。
- 毛发梳理：简单排出浮毛(如需造型将在此步骤进行)。
- 全身洗护：使用指定的产品进行全身清洁护理。
- 腺体处理：清洁肛门腺部位，减轻异味。
- 毛发吹干：使用专用吹风机吹干毛发并进行梳理。
- 环境整理：最后进行环境整理和清理。
- 服务报告：提供宠物洗护美容服务报告。
- Disinfect tools and the surrounding area.
- Inspect the skin and fur condition.
- Nail Trimming.
- Trim hair around the bottom and paws.
- Clean the ears with a special ear solution.
- Brush fur(If grooming is required, it will be done at this step.).
- Using our pet shampoo to wash the pet.
- Clean the anal glands.
- Dry and brush the fur.
- Clean and tidy up the area after the process.
- Provide the service report.
- 工具消毒：准备工具和对环境工具进行消毒。
- 健康预检：对皮肤整体检查和毛发整洁度评估。
- 修剪指甲：用专用工具修剪过长指甲。
- 修理杂毛：把肛门毛、脚底毛、腹地毛修理。
- 耳道清洁：用洗耳液清洁耳道及处理多余的耳毛。
- 毛发梳理：疏通毛发(如需开结将在此步骤进行)。
- 全身洗护：使用指定的产品进行全身清洁护理。
- 腺体处理：清洁肛门腺部位，减轻异味。
- 毛发吹干：使用专用吹风机吹干毛发并进行梳直。
- 整体造型：如需造型将在此步骤进行(限造型服务)。
- 环境整理：最后进行环境整理和清理。
- 服务报告：提供宠物洗护美容服务报告。
- Disinfect tools and the surrounding area.
- Inspect the skin and fur condition.
- Nail Trimming.
- Trim hair around the bottom/belly and paws.
- Clean the ear canals and remove excess ear hair.
- Brush fur(Detangle will be done at this step if needed).
- Using our pet shampoo to wash the pet.
- Clean the anal glands.
- Dry and brush the fur.
- Styling (styling services only).
- Clean and tidy up the area after the process.
- Provide the service report.
售后无忧
Hassle-Free Aftercare
不满意重做
Redo Policy
- 不满意重做原则：为了确保您的满意，我们建议您在服务人员完成服务后，立即与其共同验收服务结果。如发现问题，建议当场解决。若未能当场验收或解决问题，您可在服务完成后36小时内通过萌宠在家小程序联系客服反馈，并按指引提供服务不满意的相关图片和视频作为证明材料。
- Redo Policy：To ensure your satisfaction, we recommend checking the service with our staff immediately upon completion. If any issues arise, please address them on the spot. If this is not possible, you may contact our customer service within 36 hours of the service completion via the PuppyWalker mini-app. Follow the instructions to submit photos or videos as evidence.
不准时必赔
Delay compensation
若因服务人员迟到、早退或服务时长不足造成订单问题，我们将按以下规则进行优惠券赔偿：
适用情况：
（1）服务开始时间比预约时间晚30分钟或以上；
（2）实际服务时长少于订单购买时长；
（3）因服务人员原因未能在预约时间内完成服务。
以下情况不适用：
（1）不可抗力原因：特殊天气、交通事故、疫情、服务人员生病等；
（2）客户原因：如主动要求改约、迟到、用户失联无法进门、地址信息不准确或变更、主动要求服务时间缩短等。
If our staff arrives late, leaves early, or provides less service time than promised, you may receive compensation in the form of coupons.
Eligible situations:
- Service begins 30 minutes or more after the scheduled time.
- Actual service duration is shorter than booked time.
- No service was provided within the agreed time due to staff issues.
Exclusions:
- Unavoidable events: weather, accidents, illness, or public health issues.
- Customer issues: delayed access, incomplete or inaccurate address, last-minute rescheduling, or early service termination upon request.
扣款规则
Cancellation Fees
为维护服务质量与服务人员权益，以下情形将收取违约金：
（1）订单更改或取消：若服务开始前12小时内因您个人原因取消或更改订单，需支付50元违约金；
（2）地址错误或未能入户：因下单地址错误或其他个人原因，服务人员等待30分钟后离开，视为服务完成。若取消订单，将扣除50元违约金；若申请退款，同样扣除50元违约金（赠送服务不可退款）；
（3）服务中断：因您个人原因提前终止服务，订单费用将不予退还。
To protect service quality and staff rights, the following cancellation rules apply:
（1）Late cancellations or changes: Made within 12 hours of the scheduled start, incur a 50 CNY fee.
（2）Incorrect address or access issues: Staff will wait for 30 minutes. If no access is granted, service is considered completed. Cancellation or refund requests will incur a 50 CNY fee (no refunds for complimentary services).
（3）Service interruptions by the customer: Fees for incomplete services will not be refunded.
关于售后
Aftercare Support
为保障您的权益，请注意以下售后细则：
（1）验收服务：完成服务后，请当场与服务人员共同验收。如验收时发现问题，请立即告知并协商解决；
（2）售后申请：若现场无法解决，您可在服务完成36小时内，通过萌宠在家小程序联系客服并提供相关证明文件，逾期将无法受理；
（3）联系客服：路径为【萌宠在家小程序】-【个人中心】-【投诉建议】。
To protect your rights, please note the following after-sales details:
（1）Service inspection: Please inspect the service with our staff on-site. If issues are found, inform them immediately.
（2）Post-service support: For unresolved issues or damages caused during the service, contact us within 36 hours via the PuppyWalker mini-app. Include relevant proof (photos or videos). Claims beyond this timeframe cannot be accepted.
（3）Contact us: Go to PuppyWalker Mini-App > My Profile > Feedback & Complaints.
