Rover Guarantee

What is the Rover Guarantee?

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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 Details

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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.

What's covered?

• 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.

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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.

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Claims FAQs

Have a question about filing a claim? We're here to help.