We believe we’re safer when we work together as a community. These guidelines outline the role each of us – pet owners, pet sitters and Rover staff – plays in promoting safer experiences for everyone. We will take action in response to conduct that is inappropriate, unsafe or dishonest, as explained in our Terms & Conditions.
Rover's role
Treat everyone in the Rover community with respect.
Facilitate excellent pet care experiences by making it easy for pet owners to find pet sitters who are likely to meet their pets’ needs.
Promote the integrity of the platform by implementing tools and processes that encourage excellent pet sitters and pet owners to join Rover and, when warranted, removing community members from the platform who violate our Terms & Conditions.
Investigate reports of inappropriate conduct and take appropriate action to address concerns raised by pet owners and pet sitters.
In the rare event that something goes wrong during a booking, be available 24/7 to provide support and troubleshooting.
Treat everyone in the Rover community with respect.
Accept requests for services only if you are able to meet the unique needs of each pet as outlined by their pet owner. This includes having both the experience and availability to meet these needs.
Take proactive steps to create and maintain a safe environment for all pets in your care.
Keep all pet sitting services 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 bookings and services if the need arises.
Treat everyone in the Rover community with respect.
Connect with pet sitters before booking to ensure that you are comfortable with them and to discuss the care you expect they will provide for your pet.
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 pet sitting services 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 bookings and services if the need arises.
Treat everyone in the Rover community with respect.
Facilitate excellent pet care experiences by making it easy for pet owners to find pet sitters who are likely to meet their pets’ needs. This includes displaying verified reviews of pet sitters by pet owners.
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 platform’s integrity by implementing processes and providing resources that promote safe bookings and encourage excellent pet sitters and pet owners to join Rover. This also includes, when warranted, removing community members from the platform who violate our Terms & Conditions.
Investigate reports of inappropriate conduct and take appropriate action to address concerns raised by pet owners and pet sitters.
Protect financial and personal information through encryption and secure third-party payment processors.
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.
Pet sitter’s role
Treat everyone in the Rover community with respect and do not engage in discrimination of any kind.
Accept requests for services only if you have the experience and ability to meet the unique needs of each pet as outlined by their pet owners.
Remember that Meet & Greets with pet owners and their pet(s) are the best way to determine whether a booking request is a good fit for everyone. For more information on facilitating successful Meet & Greets, please read our checklist.
Prior to booking, consider asking pet owners if security cameras are located in or around their home. Pet owners are required to disclose such devices, and they are prohibited in private areas, such as bedrooms and bathrooms that have been designated for your use. Help keep Rover safe by reporting the inappropriate use of such devices.
Keep all pet sitting services and communication about Rover bookings on the Rover website or app. This helps protect you from fraud and allows our Trust & Safety team to review the details if the need arises.
Take proactive steps to create and maintain a safe environment for all pets in your care, including adhering to the pet owner’s care instructions, and paying attention to medical and dietary needs.
If you have any concerns regarding the health, well-being or safety of pets under your care, we recommend that you contact Rover’s Trust & Safety Team 24/7 at +44 808 169 8525. Learn more about our commitment to safety here.
Be respectful of pet owners’ homes and property. Follow their instructions pertaining to bedrooms and bathrooms, eating and/or drinking, guests (including other pets) and home access information.
Get permission from pet owners before sharing pictures of their pets outside of your private communications with them, such as on social media.
Do not engage in illegal activity or behave inappropriately during bookings or other meetings. Report any conduct by pet owners or others that makes you feel uncomfortable to Rover.
Pet owner’s role
Treat everyone in the Rover community with respect and do not engage in discrimination of any kind.
Remember that Meet & Greets with potential sitters before booking are the best way to determine whether a request is a good fit for your pet’s needs. For more information on facilitating successful Meet & Greets, please 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 pet sitting services and communication about Rover bookings on the Rover website or app. This helps protect you from fraud and allows our Trust & Safety team to review the details if the need arises.
Be respectful of your pet sitter’s time, including arrangements for drop-offs and pick-ups.
Review pet sitters accurately and fairly. Your feedback helps them improve and create the high-quality experiences pet owners expect.
Disclose security cameras and other recording devices in or around your home. They are prohibited in private areas, such as bedrooms and bathrooms that you have designated for the use of your pet sitter. You are responsible at all times for the legal and appropriate use of your cameras and recording devices.
Contact Rover’s Trust & Safety Team on +44 808 169 8525 with any safety concerns. The team is available 24/7 to answer a variety of questions.
Do not engage in illegal activity or behave inappropriately during bookings or other meetings. This can include requesting services outside of pet care, taking unwanted photos or videos of sitters or commenting on a person’s physical appearance.
