Our Commitment to Safety
We believe we’re safer when we work together as a community. These guidelines outline the role that each of us – pet owners, pet sitters and support 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 of Service.
Safety resources for pet owners and sitters
Meet & Greets quick guide
Meeting face to face before booking is key to finding a good match. Learn how to do it safely and effectively.
How messaging via the app can protect you
We explain why keeping your conversations on the platform helps protect you, your information and your pets.
Top tips for pet sitters
We asked sitters with impeccable safety records how they do it. Get their tips for keeping the pets in your care safe and happy.
How we support safer pet care experiences
Identity verification
Every sitter and dog walker joining our community undergoes identity verification to provide peace of mind for pet owners.
Rover Guarantee
This is our commitment to you in the rare instance that something goes wrong during a booking, and includes up to 24,000 euros in vet care reimbursement. Learn more
Booking 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 Trust & Safety Support
We’re here for you—24 hours a day, seven days a week. Sitters also have access to advice from qualified veterinary professionals. Get in touch
Security and encryption
Your personal and account information is secured. Payments are cashless and all credit card details are encrypted.
Reporting and blocking
As part of our community guidelines, we encourage you to report and block anyone who acts inappropriately. Learn how
Discover pet care you can trust
Personalized 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.
Verified reviews
All reviews 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 owners can get report cards with GPS maps of dog walks, photo updates and more when booking dog walks, drop-in visits and doggy day care.
Our Community Guidelines
We believe we’re safer when we work together as a community. These guidelines outline the role that each of us – pet owners, pet sitters and support 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 of Service.
Pet sitter's role
- Treat everyone in the 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 bookings made on the platform on the 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.
Pet owner's role
- Treat everyone in the Rover community with respect.
- Connect with pet care providers before booking to be sure 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 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 bookings made on the platform on the 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.
Our role
- Treat everyone in the 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 Rover Terms of Service.
- 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.
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 this amazing team. We don't just build and support the platform; we're part of it too. Many employees are actively involved in our community as pet sitters, dog walkers and pet owners.
Our mission is to make sure everyone can experience the unconditional love of a pet in their lives. This is why safety is at the heart of everything we do. Thank you for reading, and please get in touch if you have feedback for us.
Brent Turner
COO
Sitters in our community have received millions of 5-star reviews
