Rover Community Guidelines

Rover's role

  • Be respectful when interacting with pet parents and pet care providers.
  • Facilitate excellent pet care experiences by making it easy for pet parents to find pet care providers who are likely to meet their pets’ needs.
  • In the rare event something goes wrong during a booking, be available 24/7 to provide support and troubleshooting via our Trust & Safety team.
  • Promote the integrity of the platform by implementing tools and processes that encourage excellent pet care providers to join Rover, along with monitoring and removing potentially risky pet care providers, pet owners, or pets from the platform when warranted.
  • Protect financial and personal information through encryption and facilitate secure and reliable payments.
  • Display verified reviews of pet care providers from previous pet parents.
  • Provide the Rover Guarantee with every service that is booked and paid through Rover. The Guarantee reimburses members of our community for costs arising from certain injuries or damages that occurred during a qualifying booking.
  • Provide reservation protection for every booking. It doesn’t happen often, but if a pet care provider has to cancel at the last minute, we’ll do our best to help the pet parent find a replacement provider.
  • Take appropriate actions regarding all concerns raised by pet parents and pet care providers. Rover takes all reports seriously and will honor requests to assist in relevant investigations as permitted by law.

Pet care provider's role

  • Be respectful when interacting with pet parents, other pet care providers, and Rover staff.
  • Accept requests for services only if you are able to meet the unique needs of each pet as outlined by their pet parents. This includes having both the experience and availability to meet these needs.
  • Remember that Meet & Greets with pet parents and their pet(s) before booking are a good way to determine if a request is a good fit for your experience and availability. For more information on facilitating successful Meet & Greets, read our checklist.
  • Take proactive steps to create and maintain a safe environment for all pets in your care. This includes carefully reading and adhering to the pet parent’s care instructions for each pet, paying attention to medical and dietary needs.
  • Keep all business and communication pertaining to Rover bookings on the Rover website or app. This helps prevent fraud and allows our Trust & Safety team to review the details of stays and services if the need arises.
  • Rover provides safety materials focused on safe stays and walks along with general pet care tips that we encourage you to review.
  • The safety and wellbeing of pets on Rover is incredibly important. If you have any concerns regarding the health, wellbeing, or safety of pets under your care, you can always contact Rover’s Trust & Safety team 24/7 at 888-727-1140 for assistance.
  • Be respectful of pet parents’ homes and property. Follow their instructions pertaining to bedrooms or bathrooms, eating or drinking, guests (including other pets), and access information.
  • Prior to booking, Rover recommends asking pet parents if security cameras are located in or around their home. Pet parents are not required to disclose camera locations, but cameras should not be in private spaces such as bedrooms or bathrooms designated for your use. If you find any cameras in unapproved locations, please contact Rover’s Trust & Safety team at 888-727-1140. If you happen to come across cameras in approved areas during a booking, do not manipulate or disable the system.
  • Get permission from pet parents before sharing pictures of their pets outside of your private communications with them, such as on social media platforms. While performing a service, do not engage in illegal activity of any kind.
  • Do not engage in inappropriate behavior, such as sexual or other types of harassment, intentional disrespect, or assault
  • Do not participate in discrimination of any kind, including discrimination based on race, ethnicity, place of origin, physical ability, socio-economic status, gender identity, gender expression, sexual orientation, age, honorably discharged veteran or military status, or religion.
  • Any firearms must be carried in compliance with applicable laws.

Pet parent's role

  • Be respectful when interacting with other pet parents, pet care providers, and Rover staff.
  • Remember that Meet & Greets with potential care providers before booking are a good way to determine if a request is a good fit for your pet’s needs. For more information on facilitating successful Meet & Greets, read our checklist.
  • Complete the care instructions and pet information on your Rover profile and make sure your contact information (including an emergency contact in your area) is up to date.
  • Keep all business and communication pertaining to Rover bookings on the Rover website or app. This helps prevent fraud and allows our Trust & Safety team to review the details of stays and services if the need arises.
  • Be respectful of your pet care provider’s time, including arrangements for drop-offs and pickups.
  • Review pet care providers accurately and fairly. Your feedback helps pet care providers improve and create the high-quality experiences pet parents expect.
  • At your discretion, you may provide permission for pet care providers to share pictures of your pets outside of your communications with them, such as on social media.
  • Let your pet care provider know what food or drink in your home is available to them during services, if any.
  • Disclose to pet care providers if cameras are present in your home. You’re not required to share the precise location(s), but note that cameras may not be placed in bedrooms or bathrooms designated for use by your pet care provider.
  • Contact Rover’s Trust & Safety team at 888-727-1140 with any safety concerns. The team is available 24/7/365 to answer a variety of questions.
  • Do not engage in illegal activity of any kind.
  • Do not engage in inappropriate behavior, such as sexual or other types of harassment, intentional disrespect, or assault.
  • Do not participate in discrimination of any kind, including discrimination based on race, ethnicity, place of origin, physical ability, socio-economic status, gender identity, gender expression, sexual orientation, age, honorably discharged veteran or military status, or religion.
  • Any firearms must be carried in compliance with applicable laws.