Keep all messages and payments on Rover to protect you, your information, and your pets.
Our policy on keeping business on Rover
At Rover, everything comes back to one thing: the safety and well-being of pets. Booking, paying, and messaging through Rover is what makes it possible for us to protect every stay with the Rover Guarantee, 24/7 support, and reservation protection—for the pet, the pet parent, and the care provider alike.
We know trust can build quickly between pet parents and care providers, and some may be tempted to take a booking off-platform once that relationship is built. We understand why and how it happens. But when care moves off Rover, the pet at the center of it loses every protection we exist to provide—and that’s a risk we can’t stand behind.
That’s why we have a policy. When care providers take bookings, payments, or communication off the Rover platform, the policy typically goes like this:
- Loss of Star Sitter badge status, if applicable.
- Suspension of the care provider’s account, with the opportunity to rejoin our community.
- If further violations of our policies occur, permanent deactivation and removal from the Rover platform, with no opportunity to appeal.
We understand that no two situations are alike. Each situation receives careful review and consideration by our team to determine the appropriate path forward. We take no satisfaction in these steps, and we’d always rather see a care provider succeed on Rover than lose their place in our community. Our policy isn’t about penalizing anyone. It’s about making sure every pet who comes through Rover gets the safest possible stay, every time. We truly believe the safest stays are the ones booked, paid for, and communicated about right here on Rover.
When care moves off Rover, the pet at the center of it loses every protection we exist to provide—and that’s a risk we can’t stand behind.
Every booking you keep on Rover builds toward something bigger than that one stay. It keeps you connected to the community and the safety protections that come with it, and it grows your public record of trust—every completed booking adds to the reviews that help the next pet parent choose you with confidence. It works the other way, too: Before you say yes to a new booking, you can see what other care providers have experienced with that pet parent and pet, so you’re never walking in blind.
Building your pet are business in our community gives you the tools to grow faster and further than you could on your own.
Every pet is different, with their own needs, quirks, and comfort levels—and Rover was built around that. Booking on the platform makes it easy for pet parents to find a care provider who’s truly the right fit, and just as easy for providers to get the full picture of a pet before a stay even begins, with all the essential care details—feeding schedules, medications, emergency contacts—right there when they’re needed.
That same platform is what makes getting paid something you can count on, not just hope for. If a booking moves off-platform, you’re relying on a promise that a pet parent will pay you before or after a stay, with little recourse if that promise doesn’t hold. On Rover, pet parents are charged before a booking begins, and you’re paid 48 hours after it ends, so you know you’ll be paid the agreed amount every time. And if something does go wrong, we’re here to help make it right. You’re also backed by real protections, like the Rover Guarantee, 24/7 support, and greater visibility that helps new clients find you. Pet parents get the peace of mind of knowing they’re working with a provider who’s passed a background check. Moving off-platform means leaving all that behind, for both of you.
We know service fees can feel like they’re cutting into what you’ve earned, and wanting to hold onto more of that makes complete sense. Those fees are what let us keep building and maintaining the safety features, tools, and new products that help you run your business safely and with confidence. We see them as an investment in the infrastructure that has your back, not a cost taken away from you.
Your Rover inbox is there to look out for you. It keeps a clear record of what’s been agreed to and gives us a way to step in if you tell us something feels off, like:
• Requests for services unrelated to pet care, like acting as a personal assistant.
• Unwanted or persistent comments and requests.
• Repeated or aggressive requests for personal information, like your phone number or address.
By keeping messages on Rover, you have the ability to report and block inappropriate behavior that Rover reviews and investigates on your behalf. We share this not to alarm you, but so you know what to watch for and feel supported if it comes up. For more on what we expect from everyone in our community, see our community guidelines and our guide to communicating on Rover.
We understand it can be uncomfortable when a pet parent asks you to book or pay outside of Rover. Booking, paying, and messaging through Rover is what keeps these protections in place for both of you and the pet. Stepping outside the platform means stepping outside the Rover Guarantee, 24/7 support, and reservation protection—safeguards that support you and the pets in your care.
A few options for appropriate responses could include:
• “Keeping our booking on Rover keeps this stay as safe as possible, so I’d rather keep it there.”
• “I keep all my bookings on Rover so we both have access to 24/7 support, vet support in the event of an emergency, and the Rover Guarantee.”
• “Rover has several tools that help me run my business, so I’d prefer to keep everything on the platform.”