Help
Support
We're a small team based in Sydney. Most queries are answered within one business day.
Contact us
The fastest way to reach us is by email. Include your registered account email and a short description of the issue, and where helpful a screenshot.
For urgent walk-in-progress safety issues, contact your walker directly through the in-app chat, and if necessary call local emergency services on 000.
Frequently asked questions
How do I cancel a booking?
Open the booking from your dashboard and tap Cancel. Cancellations made more than 12 hours before the scheduled walk receive a full refund. Cancellations inside 12 hours may incur a partial fee — see our Terms of Service for details.
How are walkers vetted?
Every walker on TruePath provides identity verification before they can accept bookings. Walkers may also display Police Check, First Aid, and Insurance badges on their profile when they've uploaded the relevant documentation.
How does live walk tracking work?
When the walk starts, the walker's device shares its GPS location with you in real time. You'll see the route on a map, photos taken during the walk, and notifications for bathroom breaks. Tracking ends automatically when the walk does.
How do payments work?
Payments are processed by Stripe. We authorise the booking amount when the walk is confirmed and capture the charge after the walk completes. Walkers are paid out by Stripe Connect on a daily schedule. We never see or store your card details.
How do I delete my account?
You can request account deletion at any time from truepath.services/account-deletion or by emailing hello@truepath.services. We delete your personal information within 30 days, subject to the retention rules in our Privacy Policy.
I forgot my password.
On the sign-in screen, tap Forgot password and enter your email. We'll send a reset link. If it doesn't arrive within a few minutes, check your spam folder.
The app crashed or behaved unexpectedly.
Sorry about that. Email us with: the device model, iOS version, app version (Settings → About), and what you were doing when it happened. We'll investigate and reply.