Peace of Mind

Peace of Mind Guarantee

Although you're unlikely to experience any issues on Pawshake, we understand that your pet may need protection against unexpected life events. When you book through Pawshake, your pet is covered with Pawshake's Peace of Mind Guarantee.

Your peace of mind is priceless, and we appreciate that you have chosen to be a part of our trusted community. That’s why this coverage is complimentary as part of your Pawshake booking.

In order to make a claim, the injuries or damages must result from care provided during a Pawshake stay or walk. The Guarantee reimburses in the event the sitter or walker is unwilling or unable to pay those costs.

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What is covered?To be eligible for the Peace of Mind Guarantee Coverage Inclusions Coverage Exceptions Who is excluded?Key Definitions

When you submit a claim for reimbursement under the Pawshake Guarantee, you agree to use your best efforts to communicate honestly and transparently with Pawshake (or its agents), including by promptly providing documentation or information requested by Pawshake to assist with its review process. Failure to provide adequate documentation or providing fraudulent information will terminate all benefits under the Pawshake Guarantee.

The Pawshake Guarantee is subject to the Pawshake Terms and Conditions. Pawshake reserves the right to deny a reimbursement request in the event that the loss, injury or damage arose, in whole or in part, from conduct by a claimant that violates the Pawshake Terms and Conditions.

The processing time will depend on the severity of the case, the quality of the information provided and the cooperation of all parties involved, but we aim to resolve most cases within one month of their submission.

What is covered?

Injuries sustained by the Pawshake guest pet while in the Sitter’s care booked through the Pawshake platform (for example, injuries inflicted by another animal or ingestion of objects or foreign bodies)
The injury, illness or damage for which you seek reimbursement must have been the direct result of the actions or omissions of the Pet Sitter
Veterinary costs resulting from transportation to/from and during a Pawshake booking by a Pawshake Pet Sitter.

To be eligible for the Peace of Mind Guarantee

The booking must have been confirmed and paid via the Pawshake website or mobile app prior to the incident and must exceed, per service date, the following amount $10.
Coverage only applies on the dates booked via Pawshake. The booking must be paid for and confirmed prior to the day of the incident.
Pawshake customer support team must be notified by email within 24 hours following the incident.
A meet & greet was arranged prior to booking start date. A meet & greet is only required if it’s your first booking with the sitter.
Any specific agreements about the booking must have been put down in writing (for example by using our intake forms). You will need to provide the supporting documentation when making a claim.
The user needs to provide evidence of the incident (ie. detailed photos) and original receipts (vet bills)
Within 10 days following the injury, you must submit written documentation from a board-certified practising veterinarian (like veterinary notes from the initial veterinary examination) that (i) specifies the costs incurred for which reimbursement is sought, (ii) states the diagnosis and confirms that the injury did not result from any of the exclusions listed below, (iii) confirms that the injury occurred during the time period of the Booking, and (iv) provides any other information we reasonably request.

Coverage Inclusions

Veterinary coverage of Pawshake pets in pet sitter’s care

This section provides veterinary coverage in case an injury has resulted from a Pawshake booking.

There is an $2,500 capped limit for veterinary expenses in relation to an injury to a Pawshake guest pet(s) during the service. Only one claim per booking can be submitted. Once the claim limit has been reached, the treatment of illness or injury will not be covered again. Additional costs for check-ups or follow-up treatments are covered for up to 30 days after the incident.

Public Liability Insurance (aka Commercial General Liability) – covers pet sitters against third party claims:

This section will pay the sums that Pet Sitters become legally obligated to pay as damages because of bodily injury to a third party person or damage to property of a third party caused by a Pawshake guest pet while in the Sitter’s care. There is a capped limit of $2,500.

Coverage Exclusions

Services

Damages or medical care required as a result of a 'meet and greet' appointment between Owner and Sitter.
Services booked outside of the Pawshake website or mobile app

Injuries

Treatment for injuries resulting from a breach of professional duty by the Pet Sitter and/or by a violation of Pawshake Terms of Service by either party
Examplewalking an animal off-leash in an area where this is reasonably considered not to be suitable
Injuries to free roaming cats, while the cat is outside of the owners property
Exampleroad incidents, fights with other animals, falling off a tree etc.

Treatments

Treatment of pre-existing veterinary medical conditions, old age or illness of the guest pet
Examplerespiratory infections, urinary tract/bladder infections, blood disorders, vomiting, diarrhoea, and other gastrointestinal disorders
Costs related to stress or anxiety, as well as self-inflicted wounds as a consequence of itching or scratching due to allergies
Preventable conditions, such as flea, tick, worm or other parasite infestations. Injuries resulting from a pet’s contraction of fleas, ticks, worms or other parasites during a Booking (or a recurrence of a parasite issue first contracted prior to a Booking). It is every Owner’s and Sitter’s responsibility to have his/her pet(s) fully vaccinated prior to the start of a Pet Service. This also applies for flea and tick control. If any situation arises where either the Pawshake guest pet or the Sitter’s pet introduces fleas/ticks, the owner of said pet shall be held responsible for all costs related to flea/tick prevention.
Costs or expenses resulting from mating, pregnancy, rape or illness, or recurrence of illness, or for preventative care.
Non-medical expenses of any kind (including professional training, grooming, and pet food).
Physiotherapy and other para-veterinary treatments, such as massage, acupuncture, etc.
Cosmetic surgery
Breed-specific conditions
Long-term vet care which extends over 30 days from the day of the injury, including without limitation any long-term care costs resulting from the injury

Specific exclusions

Bodily harm or injuries to the Pet Sitter, the Pet Owner and related parties (like family members or significant other of the Pet Sitter or Pet Owner), anyone visiting or living in the same household or persons accompanying the Pet Sitter on an assignment, the roommate, or anyone assisting the Pet Sitter with animal care
Anyone (visitor, partner, relative, friend, etc.) who brings a pet to a Pet Sitter’s home that is not booked through Pawshake will not be eligible for any coverage under our Pawshake Guarantee Program.
The Pawshake Guarantee does not cover bodily harm or injuries to the Pet Sitter, the Pet Owner, or their related parties. This includes family members, significant others, roommates, household members, or anyone visiting or assisting the Pet Sitter during an assignment.
Responsibility for Visitors: The Pet Sitter is fully responsible for all individuals who enter their residence. Pawshake does not provide medical coverage for any visitors, regardless of their relationship to the Sitter (e.g., partner, relative, friend). These individuals are not classified as "Third Parties" under the Pawshake Guarantee.
Unbooked Pets Exclusion: Pets brought by visitors to a Pet Sitter's home without a confirmed booking through Pawshake are not eligible for coverage under the Pawshake Guarantee Program.
Property Damage Exclusion: Any property damage caused by a Pet Sitter or the Pawshake guest pet to a Pet Owner’s personal property, the Pet Sitter’s property, a landlord’s property or any other person’s property visiting or living in the residence (such as damage to personal items, home, vehicles and/or cleaning costs). This is due to the difficulty in verifying the condition of the property before the pet sitting begins, which leaves room for potential misuse. Therefore, it is important that you ensure you have appropriate property insurance.
Damage, treatment for injuries or other loss or claim arising from acts of nature, such as earthquakes, hurricanes and tornadoes, or from exigencies caused by other factors beyond the parties’ reasonable control, such as (without limitation) wildfires or lack or failure of public utilities or Internet service due to external factors.
Fees or costs incurred from cancellation or changes of holiday or travel arrangements (i.e. hotel fees, plane tickets, etc.) as a result of a booking on Pawshake.
Travel costs incurred as a result of a booking on Pawshake
Exampletrips to the vet during a booking or follow-up medical treatment for the pet after the booking. This includes but is not limited to fuel, Uber and taxi costs, etc
Non-economic damages of any kind including emotional distress, sentimental value, pain and suffering, scarring, and permanent disability as a result of a booking on Pawshake
Pawshake is also not liable for any compensation related to loss of income, or ongoing expenses relating to the claim
Reduction in ‘show’ value of the guest pet and host pet
Loss due to intentional or criminal acts, including theft.
Losses and damages paid by any other insurance. The Pawshake Peace of Mind coverage is always secondary to any relevant insurance the Pet Sitter or Pet Owner may already have. Therefore, any claims must be lodged and finalised with the Owner/Sitter’s insurance first

Who is excluded?

Family members, roommates, significant others of the Pet Sitter or Pet Owner, visitors to the Pet Sitter's home, anyone accompanying or assisting the Pet Sitter on an assignment
Pet Owner’s pet involved in a previous attack with another animal or human that required medical treatment
Pet Sitter's own pets
Pet Sitters who have any criminal convictions in the past 5 years (excluding traffic violations)
Visiting pets are not covered for any damage or injuries that may be sustained during a Pawshake booking
Claims for Pawshake guest pets lacking a microchip in areas where it is legally required

Key Definitions

Pawshake Guest pet means a Pet Owner’s pet that has been listed on the confirmed booking as part of the booking. Each pet must have their own separate pet profile.
Pawshake booking means a booking that has been successfully paid by the Pet Owner and confirmed by the sitter through the Pawshake platform.
A Pet Sitter's own pet means any pet that has been listed on the sitter's profile.
Third party means a person who is not a Pet Sitter, a Pet Owner, a roommate, family member or significant other of a Pet Sitter or Pet Owner, or any other person providing animal care on the sitter's behalf.
Visiting pets mean pets that are not part of a confirmed booking. For example - Pet Sitter’s relative’s pets that may be present during a booking or pets that the sitter is sitting outside of Pawshake (e.g. if they are a professional and take bookings in other ways). A Pet Sitter’s own pet is not a visiting pet.
Breed-specific condition means any condition that commonly occurs in particular dog breeds.
Pre-existing condition means any injuries, conditions and diseases, whether diagnosed by a veterinarian or not, that affected a pet prior to a booking, including without limitation respiratory infections, urinary tract/bladder infections, blood disorders, periodontal/dental disease, and vomiting, diarrhoea, and other gastrointestinal disorders
Chronic Condition means an illness or condition that is persistent or otherwise has long-lasting effects and that generally cannot be prevented by vaccines or cured by medication, including without limitation allergies, dermatitis/hot spots, ear infections, cancer, diabetes, IBD (inflammatory bowel disease), anal gland impaction/infection, Addison's disease, cardiac disease, Cushing's disease, dry eyes (KCS), epilepsy, glaucoma, hypothyroidism or hyperthyroidism, lipomas and skin masses, renal disease, and urinary or bladder crystals or blockage.
Preventable condition means any conditions that can be prevented by vaccinations or normal veterinary care, including without limitation Rabies, Canine parvovirus infection ("parvo"), Leptospirosis, distemper, Adenovirus2, Parainfluenza, Enteric Coronavirus, Canine Influenza, Lyme disease, Bordetellosis ("kennel cough"), Heartworm disease, Intestinal worms, Mange, and Staphylococci.

My guest pet is injured, what should I do?

The most important thing in an emergency situation is the welfare of the pet. Please read the following instructions on what you can do.

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Submitting a Peace of Mind Guarantee claim

Do you want to file a Guarantee claim? Hit the button below to check the instructions.

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You are important to us

Are you not sure about something, do you feel uncomfortable or do you have any concerns? Please reach out to our Pawshake Support team and we will help you in the best way possible.