Floofy uses Stripe, a trusted payment provider, to handle financial transactions. Stripe is a certified PCI Service Provider Level 1, which is the highest level of security certification in the payment industry.

When you book a service, your card is charged, just like when you reserve a hotel or flight. This payment secures your booking with the carer. However, the payment isn’t released to the carer until 2 days after the service has been completed. Floofy accepts major credit and debit cards, including Visa, Mastercard, American Express, Discover, and Maestro.

FAQs

Why is there a processing/pending charge on my card?

When you book a service, the total booking amount is placed as an authorisation hold on your card. This shows as “processing” or “pending” in your account. The funds will be held until the carer completes the service, at which point Floofy releases payment to them. If the carer declines or doesn’t accept the booking within 24 hours, the charge will disappear, and the funds will be returned to your account within a week (depending on your bank).

If you modify the booking (e.g., change dates or price), the original charge will drop off, and the new charge will apply.

Why do I see a pending £0 or £1 charge on my card?

This is a temporary charge used to verify that your card is valid. It will disappear from your bank statement once the card is authorised.

What if I get an error when paying for a booking?

If you encounter issues while paying, double-check that your postcode, address, card number, expiration date, and CVV are correct. If you’ve recently moved, try using your previous address. Also, ensure there are sufficient funds in your account.

If the problem continues after 3 attempts, contact your bank to verify your billing details or try another payment method. If your bank confirms that everything is correct, reach out to us for further assistance.

Can I pay for a booking with multiple cards?

You can’t split a single booking across multiple cards. However, you can divide the booking into separate requests (e.g., Monday–Wednesday and Wednesday–Friday) and pay for each part with a different card.

Does Floofy accept cards from countries where it doesn’t operate?

Yes, as long as the card is valid, it will be accepted.

Need help? We’re here for you! Submit a help request at the bottom of any Help Center page by selecting Contact Support.