Communicating Service Fees

This guide helps you confidently explain PetPocketbook's service fee to new clients. Many pet care providers feel uncertain about handling questions or objections — this will give you clear talking points, messaging, and strategies.

What Is the Service Fee?

Pet parents are charged a small service fee when they pay through PetPocketbook. It supports secure payment processing and the technology that makes your business run more smoothly.

Our standard service fee is 5% of their total payment amount. However, your business can choose to limit how much a pet parent pays by setting a cap on the fee. If the service fee on a payment exceeds that cap, your business covers the difference. This flexibility helps you create the experience that feels best for your business and your clients.

Here's how it works:

Option 1: No cap (default). Pet parents pay the full 5% service fee on every transaction.

Option 2: Flat fee cap. You set a maximum fee that a pet parent will pay per transaction.

Option 3: Percentage split. You can choose to limit how much of the 5% service fee a pet parent pays by setting a fixed percentage, and your business covers the remainder.

Why Does It Exist?

We get it—no one loves fees. But this one is designed to support your business, not take away from it.

While the fee shows up on the pet parent's side, it helps make PetPocketbook sustainable and affordable for you behind the scenes. Instead of increasing your subscription price based on your size, we keep things simple: just $25/month, no matter how many clients, staff, or services you manage.

The service fee helps cover:

• Secure & reliable payment processing – fast, safe, and professional
• Fee related to refunds and chargebacks (so you're not stuck paying hefty dispute fees)
• Time savings since payments made through PetPocketbook are automatically logged; invoices are marked as paid; and receipts are generated—no more manual entry or follow-up
• Ongoing support and improvements to the platform

It also helps align our incentives with yours. When your business grows, we grow. And if you have a slow month, we feel that too. That’s why we’re invested in helping you succeed—not just with software, but with responsive support and resources that truly make a difference.

Talking Points You Can Use

Here are a few simple ways to explain the service fee to clients—feel free to use or adapt these as needed:

• “It's similar to what you see when you order food on GrubHub, pay for an Uber, or book an Airbnb -- a small service fee that keeps the system running smoothly and securely.”
• “It covers the cost of secure payment processing and gives you automatic receipts and a clear record of every payment.”
• “It helps me spend less time on paperwork and more time focused on caring for your pet.”

Handling objections

It’s natural for clients to have questions about fees. The key is to stay calm, acknowledge their concern, and bring the conversation back to the value you’re providing.

👉 Pro tip: If you haven’t already shared the talking points in a one-on-one setting, feel free to refer back to those here—they work just as well in response to a client’s question as they do proactively.

If a client asks, “Why should I pay a fee?”

• Acknowledge: “I hear you—no one loves fees, and I completely understand the concern.”
• Reassure: “This fee helps cover the cost of secure online payments and ensures everything is tracked automatically so nothing slips through the cracks."
• Redirect to value: “For me, it’s really about making sure your payments are safe and your pet’s care is seamless."

If a client asks for other fee-free options, you can take a few different paths:

1. Hold the line: It’s okay to politely decline fee-free requests. You might say:
   “For everyone’s peace of mind, I keep all payments in one secure system. That way, receipts, scheduling, and records are always accurate. Thank you for understanding!”
2. Stick with your business goals: Automatic payments save you time and reduce stress, so it might be worth offering a small discount to help offset the service fee, but only for a client that you really want to take on.
   “Since automatic payments save us both time, I’m happy to offer a small discount to help offset the service fee—so you can still pay through PetPocketbook like everyone else.”
3. Offer an off-platform alternative: If you accept other forms of payment outside of PetPocketbook, share these with your client too. We'd recommend limiting this to one or two options (like cash or Zelle) so things stay simple and manageable. Don't forget these payments will need to be manually logged into PetPocketbook.
   “If you’d prefer not to use the system, I can accept [cash/Zelle]. I keep it limited to just one option so things stay simple on my end.”

Best practices

• Be upfront: Always mention the fee upfront during new client onboarding.
• Lead with value: Frame it around what the client gains—secure payments, automatic receipts, and a more professional experience.
• Stay confident: This is a standard part of using PetPocketbook, just like other platforms your clients already use (think Uber, Instacart, or Airbnb). It's not something you need to apologize for.
• Keep it simple. If you choose to allow one alternate payment method (like cash or Zelle), stick to just one option to avoid confusion. Or better yet, hold the line and keep all your payments online in PetPocketbook—in one place.
  

Messaging examples you can use

You can share details about the service fee in different ways depending on how you’re communicating with new clients. Here are two easy options you can copy and adapt:

Option 1: Email (great as proactive communication during new client onboarding)

Option 2: Text or messenger (perfect if you're already mid-conversation)

CLOSING THOUGHTS

Talking about money can feel tricky, but remember: this service fee is standard, transparent, and designed to support you as much as your clients. By being upfront, framing it around value, and staying confident, you’ll set the tone for trust and professionalism in your client relationships.

And you don’t have to figure it out alone—we’ve got your back. Whether you use the talking points, scripts, or messaging examples in this guide, you’ll have clear, simple ways to handle the conversation every time.

The bottom line: Pet parents want secure, reliable care for their pets, and this small fee helps make that possible. You’ve already chosen a platform that supports your business and puts pets first—and that’s something to feel good about. ✨