What Rover’s Terms of Service means regarding keeping your bookings on our app or website

At Rover we believe everyone deserves the unconditional love of a pet, and our mission is to make it easier to experience that love.

The Rover app and website helps connect pet parents with a large community of loving pet sitters and dog walkers in their neighborhood. Our community of trusted pet sitters and dog walkers run their own pet care businesses on Rover with the tools, safety features, and security of a global company to back them.

When you find a sitter for your pet on Rover, or if you are a sitter and find a pet parent who requests your services through Rover, you agree to complete this booking on the Rover website or app. Arranging a booking on Rover, then completing it off Rover violates our Terms of Service and could result in losing your access to Rover.

Why keep bookings on Rover?

Keeping your bookings on Rover provides many benefits for you and your pet. As a sitter, you have the freedom to choose your clients, set your own rates, determine your own schedule, and make other decisions about your business. As a pet parent, you have access to the largest network of 5-star sitters to find the right one for you and your pet.

Ratings and reviews help sitters grow their business and help pet parents find a sitter who is a good fit. Meet & Greets help both parties confirm whether they’d like to book.

With your booking on Rover, we have your back by offering:

• 24/7 access to our Trust & Safety team to help prevent something going wrong during a booking.
• Reimbursement through the Rover Guarantee for you and your pet if something does go wrong, including up to $25,000 in veterinary care reimbursement for eligible claims.
• Communication that can happen completely on Rover so you can control if and how to share your personal information with other users. This includes the ability to block someone you no longer wish to communicate with, and report them if you feel they’ve been inappropriate (which may also be a violation of our Terms of Service).
• Your payments are protected through Stripe. As a sitter, you’re guaranteed to get funds for bookings you complete (plus 100% of any tips paid through the platform) deposited directly into your bank account. And, should there be an issue with any payment, we can help resolve it if the booking was made through Rover.
• Bookings on Rover have reservation protection.
• As a pet parent, you can receive a full refund if your sitter cancels within a certain number of days before your booking, plus we can help you find another sitter.
• As a sitter, you can set your own cancellation policy so you won’t lose all of your fee if your booking is cancelled last minute (you can also waive this if you’d like).
• Sitters can get free vet advice during their booking on Rover if a pet seems ill or out of sorts.

Before, during, and after the booking, having booked through Rover helps sitters better care for pets by having all the needed information in one place, and allows our Trust & Safety team to step in if needed. It also helps prevent fraud by allowing the Trust & Safety team to review the details of stays and services if needed.

What happens if I complete my booking off Rover?

Initiating a booking through Rover and then completing the transaction off Rover violates our Terms of Service. By using Rover, you agree to follow our Terms of Service, which we reserve the right to enforce. Violating our Terms of Service may result in deactivation from the platform. You will, however, be given an opportunity to appeal this decision, unless there are circumstances that we determine warrant permanent deactivation.

For pet parents, having your account deactivated means you'll no longer have access to our network of 5-star sitters, the Rover Guarantee and other benefits for you and your pet. For sitters, it means you won't be able to grow your pet care business through Rover, you’ll lose your reviews and star ratings, and your bookings won’t be backed by the Rover Guarantee and other protections and benefits Rover provides.