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Did you know we have to book late pick ups as separate stays?

asked 2017-08-03 19:28:38 -0500

I used to add an extra fee for a late pickup as a cost adjustment. But this time when I had to call rover to help a client to add another dog, they insisted that I book a late pick up fee as a day care. I was told that the reason behind it is boarding insurance covers only 24 hours from the drop off time. So any extra time needs to be booked separately and not as a cost adjustment. My question is how does rover know what time a booking started? How do you add a fee for extra time?

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answered 2017-08-03 23:01:22 -0500

8/13/17 Note: This is a complete change to my former answer.

I was very confused about all of this, mostly because Rover has no way of knowing when a stay begins and, thus, has no idea when 24 hours are up, so made my own call to Rover support and spoke with a nice person named Jen.

Here is the answer:

1 - We are absolutely allowed and encouraged to charge daycare fees for a stay that exceeds 24 hours. Our time is valuable and it's only fair.

2 - HOWEVER, insurance goes by CALENDAR DAYS, not 24 hours from start of stay. So, if a client drops off their pet at 8:00am on August 1 and picks up at 10pm on August 2, that is still 1 Rover Day and would be covered by insurance. It's up to you whether or not to charge for the 14 extra hours.

3 - Currently there is no way to add daycare fees to a booking; it must be done as a separate transaction. I mentioned to Ms. Jen that this is cumbersome, that a line-item should be added to the original booking page so additional daycare fees could be transparent on both sides. She said many people have suggested this and that she has sent all those suggestions 'upstairs.'

4 - To include daycare, both parties should discuss, in advance, drop off and pick up times and the fees associated with extra hours. The manual adjustment toggle should be used to increase or decrease the total charge for the stay.

I hope this is helpful to many!

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I called to Rover again and was told that insurance won't cover any pets after 24 hour period. They also said that all sitters should book any extra time as a day care not as a cost adjustment.

Olga K.'s profile image Olga K.  ( 2017-08-04 14:34:13 -0500 ) edit
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answered 2017-08-13 11:15:34 -0500

Not only is adding daycare as a separate transaction cumbersome, what if the sitter doesn't officially offer "daycare" as a regular service? That certainly doesn't work.

So the only valid workaround, as I see it, that would ensure the pet is covered by insurance is to book another entire day/night and then reduce the cost of that final day using the adjustment line. Even though you get the same result, I think clients will be confused and think they're being overcharged.

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answered 2017-08-04 06:14:46 -0500

I agree with Rover support. You need to extend a stay or add another service booking to cover the time overage. I realize that many sitters use the cost adjustment feature, but it you cross a calendar day the insurance won't cover you in the event something happens.

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Now I understand the reason behind it. I guess it is better to extend the stay so that each dog is covered under rover's insurance. Thanks

Olga K.'s profile image Olga K.  ( 2017-08-04 14:36:00 -0500 ) edit

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