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.

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 our community and, when warranted, removing those who violate our 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 to provide support and troubleshooting. 

Read all community guidelines for our staff

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 business and communication pertaining to bookings made on the platform in the website or app. This helps prevent fraud and allows our Trust & Safety team to review the details of stays and services if the need arises.

Read all community guidelines for pet sitters

Pet owner’s role

  • Treat everyone in the community with respect.
  • Connect with pet sitters before booking to ensure that 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 business and communication pertaining to bookings made on the platform in the website or app. This helps prevent fraud and allows our Trust & Safety team to review the details of stays and services if the need arises.

Read all community guidelines for pet owners

Rover's 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. This includes displaying verified reviews of pet sitters by pet owners.

  • Need to get in touch? We’re here to help! Sign in to chat to find resources or connect with the Rover Support team. Non-emergency support is available 24/7 via chat or email in any of the official languages supported on the Rover platform. Emergency support is available by phone or email in English, French, German, and Spanish, Monday to Saturday, 9am to 6pm. Please leave a voicemail or send an email and our Trust & Safety team will reply in the corresponding language during service hours. For other official languages supported on our platform, we will reply via email. Requests submitted outside these hours will be addressed the following working day.

  • Promote the platform’s integrity by implementing processes and providing resources that promote safe bookings and encourage excellent pet sitters and pet owners to join Rover. This also includes, when warranted, removing community members from the platform who violate our Terms & Conditions. 
  • Investigate reports of inappropriate conduct and take appropriate action to address concerns raised by pet owners and pet sitters.
  • Protect financial and personal information through encryption and secure third-party payment processors.
  • Provide the Rover Guarantee with every service that is booked and paid through Rover. The Guarantee reimburses members of our community for costs arising from certain injuries or damages that occurred during a qualifying booking.

Pet sitter’s role

  • Treat everyone in the community with respect.
  • Accept requests for services only if you have the experience and ability to meet the unique needs of each pet as outlined by their pet owners. 
  • Remember that Meet & Greets with pet owners and their pet(s) are the best way to determine whether a booking request is a good fit for everyone. For more information on facilitating successful Meet & Greets, please read our checklist.
  • Prior to booking, consider asking pet owners if security cameras are located in or around their home. Pet owners are required to disclose such devices, and they are prohibited in private areas, such as bedrooms and bathrooms that have been designated for your use. Help keep Rover safe by reporting the inappropriate use of such devices.
  • Keep all pet sitting services and communication about Rover bookings on the Rover website or app. This helps protect you from fraud and allows our Trust & Safety team to review the details if the need arises.
  • Take proactive steps to create and maintain a safe environment for all pets in your care, including adhering to the pet owner’s care instructions, and paying attention to medical and dietary needs. 
  • If you have any concerns regarding the health, well-being or safety of pets under your care, we recommend that you contact Rover’s Trust & Safety Team 24/7 at +44 808 169 8525. Learn more about our commitment to safety here.
  • Be respectful of pet owners’ homes and property. Follow their instructions pertaining to bedrooms and bathrooms, eating and/or drinking, guests (including other pets) and home access information.
  • ​​Get permission from pet owners before sharing pictures of their pets outside of your private communications with them, such as on social media.
  • Do not engage in illegal activity or behave inappropriately during bookings or other meetings. Report any conduct by pet owners or others that makes you feel uncomfortable to Rover.

Pet owner’s role

  • Treat everyone in the community with respect.
  • Remember that Meet & Greets with potential sitters before booking are the best way to determine whether a request is a good fit for your pet’s needs. For more information on facilitating successful Meet & Greets, please read our checklist.
  • Complete the care instructions and pet information on your Rover 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 about Rover bookings on the Rover website or app. This helps protect you from fraud and allows our Trust & Safety team to review the details if the need arises.
  • Be respectful of your pet sitter’s time, including arrangements for drop-offs and pick-ups.
  • Review pet sitters accurately and fairly. Your feedback helps them improve and create the high-quality experiences pet owners expect.
  • Disclose security cameras and other recording devices in or around your home. They are prohibited in private areas, such as bedrooms and bathrooms that you have designated for the use of your pet sitter. You are responsible at all times for the legal and appropriate use of your cameras and recording devices.
  • Contact Rover’s Trust & Safety Team on +44 808 169 8525 with any safety concerns. The team is available 24/7 to answer a variety of questions.
  • Do not engage in illegal activity or behave inappropriately during bookings or other meetings.  This can include requesting services outside of pet care, taking unwanted photos or videos of sitters or commenting on a person’s physical appearance. 

Learn More

Need Help?

Your privacy choices
© 2026 Rover.com. All Rights Reserved.