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Trust & Safety

Safety is at the heart of what we do.

Our Commitment to Safety

We believe we're safer when we work together. On top of offering round the clock support, we provide features that facilitate safe, informed, and positive experiences for the people and pets in our community.

How we support safer pet care experiences

Identity verification

Every sitter and dog walker has passed a third-party identity verification to offer peace of mind to pet parents.

Rover Guarantee

This is our commitment to you in the rare instance that something goes wrong during a booking, and includes up to £25,000 in vet care reimbursement. Learn more >

Reservation protection

It doesn’t happen often, but if a sitter or walker needs to cancel at the last minute, we’ll help you find someone new. 
Learn more >

24/7 support

Rover’s Trust & Safety team is standing by around the clock to help you if an emergency arises. Phone us the moment you need us, at +44 808 169 8525. Get in touch >

Security and encryption

Your personal and account information is secured. Payments are cashless and all credit card details are encrypted.

Discover pet care you can trust

  • Personalised search

    You know your pet better than anyone. Use our advanced search filters to find the exact right care for your pet’s unique needs.

  • Meet & Greets

    Sitters, pets, and pet parents can get to know each other and confirm it’s the right fit. Get the Meet & Greet guide >

  • Ongoing sitter education

    We offer sitters and walkers relevant tips and safety information, like advice on creating a safety plan and tips for securing your home and garden.

  • Verified reviews

    All reviews on Rover are verified, which means 
reviewers have completed a booking before sharing 
their experiences.

  • Detailed pet profiles

    Detailed profiles help keep pets and people safe by 
sharing each pet’s likes and dislikes, anxieties, and unique care needs.

  • GPS walk maps and photo updates

    Pet parents can get Rover Cards with GPS maps of walks, photo updates, and more when booking dog walks, drop-in visits, and doggy day care.

Community Guidelines

Our Community Guidelines

Being safer together means working with one another to build a trusted community—both online and in person. That’s why we ask everyone to abide by our community guidelines when choosing Rover for pet care. These guidelines outline how each of us has a part in creating a safer community for pets and their people.

Pet care provider's role

  • 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.
  • Take proactive steps to create and maintain a safe environment for all pets in your care.
  • 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.

Read all community guidelines for pet care providers

Pet parent's role

  • Connect with pet care providers before booking to be sure you are comfortable with them and 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 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.

Read all community guidelines for pet parents

Rover's role

  • 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.
  • 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.
  • In the rare event that something goes wrong during a booking, be available 24/7 to provide support and troubleshooting via our Trust & Safety team.

Read all community guidelines for the Rover Team

Hi, I’m Brent Turner, Rover’s Chief Operating Officer.

I know how important peace of mind is when you entrust others to care for a member of your family, which is why I’m proud to be part of the amazing team at Rover. We don't just build and support the Rover platform—we're part of it too. Many employees are actively involved in the Rover community as pet sitters, dog walkers, and pet parents.

At Rover, our mission is to make sure everyone can experience the love of a pet in their lives. Read on to learn more about our commitment to safety, and please get in touch if you have feedback for us.

Brent Turner
COO

Why pet parents, sitters, and dog walkers choose Rover

  • More than 30 million pet care services have been booked on Rover.
  • Over a million pet parents worldwide trust Rover for pet care.
  • The average wait time to speak with our Trust & Safety team is 15 seconds.

Sitters on Rover have received millions of 5-star reviews

My sitter was very sweet and attentive! I knew she spent a lot of time with my boys and she stayed in touch like I like. She cleaned my bulldog’s eyes and put drops in them and gave them yummy treats. I felt extremely safe having her take care of them. Thank you!
5.0
Excellent! I had no worries! My sitter provided photos & let me know how my dog was doing throughout his stay. She showed a genuine concern for my pet's safety, comfort, and happiness.
5.0
My sitters were kind, caring, and very conscientious. Our senior dog was much loved and doted on and her stay couldn't have been better. They provided a quiet and safe environment for her and their communication with notes and photos throughout her visit were also much appreciated. Highly recommend.
5.0

Links & Resources

  • Help Center
  • The Dog People
  • Community Guidelines
  • Rover Guarantee
  • Reservation Protection
  • Sitter Resources

COVID-19 Resources

  • Pet Parent Resource Guide
  • Pet Sitter Resource Guide
  • Rover Resources & Updates