What to Do When Your Dog Walker Doesn't Show Up

Your walker was due 30 minutes ago and isn't responding. Your dog needs to go out and you're at work. Here's what to do right now — and what to do after.

What to do in the next 30 minutes

Minute 0–5: message, then call. Send a message first (many walkers are mid-walk with another dog and can't take calls). Wait 5 minutes. If no response, call. Don't keep calling — one call is enough to establish you made genuine contact.

Minute 15: assume the walk isn't happening. If there's been no response after a message and a call, the walk is not coming. Don't wait further — your dog needs you to act now, not hope.

Make alternative arrangements. Options in order of speed:

1. Come home yourself if your workplace allows it
2. Call a friend, partner, or neighbour who has a key
3. Contact your platform's support line to request emergency coverage (TruePath support can sometimes arrange a same-day replacement)
4. Find an alternative walk via another platform for the day

Minute 30: document everything. Screenshot the missed walk booking, your message attempts, and any subsequent response (or lack of one). You'll need this for a refund request.

Getting a refund

TruePath: If a walker doesn't complete a booked walk, the refund is automatic — no support ticket, no evidence submission, no waiting. We detect the walk wasn't completed from GPS and booking data. If you notice before we do, contact support and it's resolved the same day.

Mad Paws: Refund requests go through Mad Paws support. You'll need to submit the booking reference and describe what happened. Their support team will investigate, which can take 2–5 business days. The outcome depends on the specific circumstances.

Pawshake: Similar to Mad Paws — submit through their resolution process. Outcomes vary and are case-by-case.

Private walker (no platform): This is the gap that matters. If you arranged a walk privately — direct bank transfer, cash, no platform — your recourse is limited to what was agreed upfront and, if significant money is involved, a dispute through AFCA (Australian Financial Complaints Authority) if a payment service was used, or small claims tribunal if the amount justifies it.

This is one of the clearest practical arguments for platform-based walks: guaranteed refund when the service isn't delivered, without having to chase anyone.

What to say when they do respond

When the walker finally reaches out — usually with an explanation — how you respond depends on the reason and the pattern.

A genuine emergency (family, accident, medical): These happen. Most walkers are sole traders running their service around real life. If the explanation is credible and this is the first time, accept it and establish a clear protocol for future instances: "If this happens again, please let me know before the scheduled walk time so I can arrange backup. I understand emergencies happen — but I need to be able to make other arrangements quickly."

"I forgot": This is a different category. A forgotten booking reflects an operational problem that will likely recur. It's not a personal failing, but it is a professional one. You're entitled to a refund and a direct conversation about whether the walker has a booking system that prevents this happening again.

No explanation or continued silence: If a walker no-shows and then doesn't respond to follow-up contact for several hours, the relationship is probably over. A walker who can't communicate after a failure is not one who'll communicate reliably before the next one.

How to avoid it happening again

Use a platform with automatic refund protection. The first line of defence is a booking system that makes no-shows financially costly for the walker. TruePath walkers who don't complete walks don't get paid. That accountability structure changes behaviour.

Have a backup plan. The no-show is the worst moment to discover you don't have a plan B. Know in advance who you'd call — a neighbour with a key, a friend who works nearby, a second walker you've already met.

Establish communication expectations upfront. At the meet-and-greet, ask: "If you ever need to cancel, how much notice do you typically give, and how would you let me know?" A walker who says "I'd text you first thing that morning" is better positioned than one who hasn't thought about it.

For frequent recurring walks, book repeating slots. Ad-hoc bookings are easier to forget. A standing Thursday 11am walk locked into a recurring booking is less likely to be missed because it's part of the walker's fixed schedule.

Find a TruePath walker near you

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Frequently asked questions

Am I entitled to a refund if my dog walker doesn't show up?

How long should I wait before assuming the walker isn't coming?

What if my dog walker cancels at the last minute regularly?

Can I leave a bad review if my walker didn't show up?

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