How to Notify Your Clients About Switching to Cuddles

When transitioning to Cuddles, it’s important to let your clients know about the change and introduce them to their new Pet Parent Portal.

The Pet Parent Portal gives clients one place to manage their information, pets, payments, bookings, and more.

Below is a ready-to-use email template you can copy, customize, and send to your clients before going live.

Email Template: Announcing Your Move to Cuddles

Subject: We’re Upgrading Our Booking System 🎉

Hi there,

We’re excited to share that we’re upgrading our booking system to Cuddles to make managing your pet’s care easier and more convenient.

Starting [GO LIVE DATE], you’ll have access to our new Pet Parent Portal, where you can manage your account and pet information, make bookings, and more.

Getting Started

Your existing account and pet information will already be transferred, so you do not need to create a new account.

To access your Pet Parent Portal:

Visit parent.cuddlesapp.com
Log in using the phone number or email address associated with your account.
Enter the 6-digit verification code sent to you.
Review your account and pet information to make sure everything is up to date.
Add a payment method to your account.

Please note: For security reasons, saved credit card information cannot be transferred from our previous system. You will need to add a new payment method to your account.

If you already have an upcoming appointment or reservation, there’s no need to rebook. Your existing booking will be transferred to Cuddles.

From your Pet Parent Portal, you’ll be able to:

Manage your account and pet information
Add or update vaccination records
Manage payment methods
Book and manage appointments or reservations
View and manage packages or memberships
Access other account information available through our business

During the transition, some historical information, such as grooming preferences or specific service notes, may not transfer. If there’s anything important you’d like us to have on file, please let us know.

If you have any questions, reach out to us at [BUSINESS CONTACT INFO].

We’re excited for this upgrade and look forward to continuing to care for you and your pets!

Kindly,
[NAME]
[BUSINESS NAME]

Optional: Include Payment Instructions

If you want to give clients more detailed instructions for adding their payment method, add the following:

Add a Payment Method

Log in to your Pet Parent Portal.
Click your initials in the top-right corner.
Select Account Settings.
Select Payments.
Click + Add Payment Method.
Enter your card information and click Save Details.

You can also include a link to your How to Add a Payment Method video.

Optional: Deposits & Card on File

If you are introducing deposits or requiring a card on file as part of your transition to Cuddles, you can add:

As part of this upgrade, we will now securely store a card on file to make checkout faster and protect appointment times. Some services may also require a deposit at the time of booking.

These updates help us reduce no-shows and keep our schedule running smoothly for everyone. We appreciate your understanding and continued support.

Optional: Add Screenshots

Consider including a screenshot of the Pet Parent Portal login page or Account Settings → Payments to make the setup process even easier for clients.

Before You Go Live

We recommend sending your announcement 1–2 weeks before your go-live date so clients have time to log in, review their information, and add a payment method.

If you’d like help preparing your client communication or reviewing your settings before launch, reach out to the Cuddles team through Help Chat.