What is the Rover Guarantee?
Simply put, the Rover Guarantee is our commitment to you in the rare instance that something goes wrong during a booking. We offer the Guarantee because we believe that being there for our community is a fundamental part of what it means to be The Dog People.
Read on for specifics about the Guarantee, including what's covered, how it works, and frequently asked questions.
The Rover Guarantee reimburses members of our community for costs arising from certain injuries or damages that occur during a service booked and paid through Rover. The injuries or damages must result from care provided during a Rover stay or walk, and the Guarantee reimburses in the event the sitter or walker is unwilling or unable to pay those costs. In certain cases, the Guarantee may also be used to reimburse for injuries to resident pets owned by sitters or dog walkers.
- Vet care for injuries to a “Rover Dog”—i.e., a pet owner's pet(s) in a sitter’s or dog walker's care, custody, and control
- Vet care for injuries to the sitter’s or walker’s resident pet(s) caused by a Rover Dog (in cases where the pet owner may be otherwise liable)
- Physical damage to a pet owner’s personal property caused by the sitter or walker
- Direct damages from injury to certain third parties caused by a Rover Dog
What's not covered?
- Injury or damage that arises during a Meet & Greet or otherwise outside of the service dates of a confirmed Rover booking
- Long-term vet care—i.e., care that extends more than 30 days past injury
- Treatment costs for preventive care, or medical or veterinary bills resulting from an illness or a chronic or pre-existing condition
- Preventable conditions such as fleas, ticks, or parasites
- Damage to a pet owner’s property caused by his or her own pets, or damage to the property of a pet care provider or someone related to or residing with the pet care provider
- Injury to the pet care provider or pet owner, or someone related to or residing with the pet care provider or pet owner
What are the monetary limits?
- Reimbursement for veterinary care is limited to a total amount of $25,000 per incident
- Reimbursement for pet owner property damage or third-party injuries is limited to $1,000,000 per incident
- All reimbursements are subject to a minimum contribution of $250 by the claimant—so we reimburse only for costs exceeding $250
Are there other conditions, exclusions, or limitations?
Yes. For example, injuries or damage involving automobiles or other vehicles, injury or damage caused by natural disasters or other uncontrollable events, or damage to precious goods such as fine art or family heirlooms, are excluded. For a complete understanding of the Rover Guarantee, including the full list of conditions, exclusions and limitations, we strongly encourage you to read the Rover Guarantee Terms and Conditions, which are part and parcel of Rover's Terms of Service.
Is the Rover Guarantee an insurance plan?
No. The Rover Guarantee exists to fill the gap when the responsible party—usually the pet care provider—is unable or unwilling to pay for costs arising from damage or injury attributable to his or her negligence, and when insurance is not available. It is a contractual agreement from Rover to protect its users, enforceable in accordance with the Rover Guarantee Terms and Conditions. Reimbursement under the Rover Guarantee is generally paid out of Rover’s own pocket—though we reserve the right to refer a claim to our insurance carriers when necessary or appropriate.
Before filing a claim for reimbursement:
In many cases, Rover’s Trust & Safety team (888-727-1140) can help users take immediate steps to mitigate the injury or damage caused by an incident, such as connecting you with a board-certified veterinarian by phone or marshaling resources to locate a lost dog. For this reason, we ask both sitters and pet owners to notify us as soon as possible after an incident occurs—and in any event no later than 48 hours after the booking. We can’t help what we don’t know about, so make us your first call!
When it comes to reimbursement, however, we know from experience that issues are often best resolved by simply reaching out to the other party. Before filing a claim for reimbursement under the Rover Guarantee, try contacting the other party through your Rover inbox. If you're unable to come to an agreement informally, let us know.
Finally, if you have insurance that may cover some or all costs arising from an injury or damage otherwise falling under the Rover Guarantee, such as pet or homeowner’s insurance, you should file a claim under that policy before seeking reimbursement from Rover. In such a case the Rover Guarantee may be leveraged to meet deductibles or cover costs that fall outside your policy.
If you are unable to reach an agreement with the responsible party and don’t have insurance to cover costs arising from an injury or damage covered under the Rover Guarantee, you can submit a claim for reimbursement as outlined below.
Have a question about filing a claim? We're here to help.
How do I know if I'm eligible to file a claim?
To qualify, the stay or walk related to the reimbursable incident must have been booked and paid on Rover.com, and the injury or damage must have occurred during the booked dates.
How do I submit a claim for reimbursement?
Contact our Trust & Safety team at (888-727-1140) or email@example.com. We'll guide you through the claims process. Keep in mind we must be notified within 48 hours of the end of the booked stay or walk.
All claim-related information will be evaluated to determine if the incident is the result of care provided during a Rover stay or walk. We'll reach out to everyone involved to gather as much information as possible, including a written statement from each party. These documents will play a key role in the review process.
What do I need to submit with a vet care-related claim?
Make sure to submit:
- all veterinary treatment notes and invoices from a board-certified practicing veterinarian
- a timeline of expected care if additional treatment is needed
- any photos, additional receipts, and other relevant documents
All documentation must be submitted within seven days of the injury. Once we've received these documents, Rover’s claims team will review to determine eligibility. Should we have additional questions, we may follow up with either party.
Please note, we may require you to communicate your concerns to the relevant local authority.
What do I need to submit with a property damage claim?
Please provide all potentially relevant documentation, including:
- receipts or other proof of ownership or fair market value
- a completed property damage claim form
Please note, we may require you to provide proof of claim submission with your homeowners insurance, or a documented police report to move forward with a claim.
How long does the reimbursement claims process take?
The process may vary. We'll work as quickly as possible with hopes of resolving all claims within 14 days of receiving all appropriate documentation.
If I file a claim, am I eligible for a refund?
Refunds and reimbursement are considered on a case-by-case basis. Rover requires that owners and sitters attempt to work together with regard to refunds for services, so before filing a reimbursement claim, try contacting the other party through your Rover inbox as your first step.
What happens to my account if I file a reimbursement claim?
We're here for both owners and sitters, and we take concerns from both parties seriously. Safety is our top priority, and results for parties found at fault can range from coaching to removal from the platform. We'll always do our best to come to a fair resolution.