Disputes at the end of the stay?

asked 2015-10-01 17:01:26 -0500

So i am discussing a job with a woman who is very uncomfortable with paying me upfront. i am awesome and her pets are in good hands :) but I'd love to give her some peace of mind.

If she comes home after her vacation and found that I didn't do my job at all, would she be able to get her money back?

Secondly I'd also like to protect myself, if someone after their stay decides they were not happy with my service but for an unfair reason or they lie am I protected in any way?


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Also, Rover will only remove reviews if they're objectively and egregiously untrue, like 'This sitter killed my dog' if you clearly didn't. Reviews that nitpick subjective things will be left up, good or bad. The major way you protect yourself is by being discerning about customers.

Sarah B.'s profile image Sarah B.  ( 2015-10-01 17:22:02 -0500 ) edit

If you decide to reject her request you can say something like 'I think it might be best if you find someone who has more verified reviews on this site. I totally understand your concerns and certainly don't want you to feel uncomfortable with this stay.'

Sarah B.'s profile image Sarah B.  ( 2015-10-01 17:29:15 -0500 ) edit

Thank you both. That is very helpful. It would be my first time so I am a bit nervous with how it all works and I want people to feel comfortable.

Aimee S.'s profile image Aimee S.  ( 2015-10-01 19:18:02 -0500 ) edit

This is one of the reasons I like rover so much! I don't like asking for payment. Here, the website does it for you! I have had an owner come back sooner than anticipated and Rover was easy to work with in giving them their money back.

Marti C.'s profile image Marti C.  ( 2016-06-28 20:15:36 -0500 ) edit

6 Answers

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answered 2015-10-01 19:41:34 -0500

Sarah and Deb have pretty much covered the why, but here's a link to send your client to explain the entire process and why it is the way it is: https://www.rover.com/howitworks/

Paying up front allows Rover to continue operating and provide the protections they give sitters and owners, including the veterinary insurance and customer support before, during and after the stay. However, the sitters do not get paid until after their services have been rendered, giving both the client and the sitter ample time to contact Rover in the event something didn't go as planned. Essentially, her guarantee that you will do your job is the knowledge that you could very well not get paid if she is unhappy and Rover determines you did not fulfill your arrangement.

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answered 2015-10-02 10:16:17 -0500

If there is still time before the stay and the stay is long, sometimes I offer clients a "trial stay" where I pet sit their pets for a couple of hours and charge them an hourly fee or some pet owners will request I watch their pets over the weekend before wanting to book me for 1-2 weeks to see how things go. That would be a really good thing to suggest to her and it may make her feel more comfortable as well as letting her know about Rover holding the money for a couple of days before it is actually sent to you. Just explain to her that Rover is a safe third part that both of you can trust. That is why you pay your 15% to be on Rover wink because she won't know about the extra fee that you pay either.

Good luck!

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answered 2015-10-01 20:48:45 -0500

You should follow your instinct aka "gut" . If the customer is acting nervous and uncomfortable paying rover upfront, then that can make you concerned during the pets visit. Did you discuss with her about her concern of paying upfront to rover? That could be a sign that she may have a financial situation, especially if she is being vague. It may also be the customer has never left her pets before, had a bad experience with a pet sitter OR I would be suspect there are things about her pets she isn't telling you. Being unfamiliar with her and her pets, that would give me enough concern to not take the job. Kathleen D.

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answered 2015-10-01 18:00:28 -0500

Sarah made good comments. Rover Support is best source to alleviate concerns, holds the $, and doesn't pay the sitter until after the stay. Slanted reviews that don't truly describe the care on your profile, which are major criteria why future pet parents choose sitters, could impact you.

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answered 2015-10-01 17:06:56 -0500

She isn't exactly paying YOU upfront, the site is reserving the money until the end of the stay (aka you don't actually get paid until two days after the stay; the site just holds the money). She is free to contact Rover Customer service which is very helpful for clients if she has major issues with your care at the end or to maybe help assuage her fears right now. They can better explain why it's important to pay up front.  If you think she's going to be very difficult though (and it's a little odd that not paying you for your time is even on her mind), maybe consider not booking with her. Personally I don't think it's worth it to deal with very difficult people, especially if you think she's the type who might leave a bad review for no... (more)

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answered 2015-10-02 21:45:15 -0500

I like the idea of reminding her that sitters don't receive money until after the stay is complete! However. I find this owner's hesitancy rather odd. I've never encountered anything like it before. Has anyone else? Normally, they're just interested in finding out if I want to be paid before or after the stay (I'm always an after person). So...there may be some wisdom in passing her as a client. Don't be so gung-ho about your first client, to snatch up one that might be more difficult later on.

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