---
title: "How do I File a Claim?"
description: "If an incident occurs during a booking, you may be able to request a review under the Mad Paws Guarantee. To help us assess the situation, it's important to notify Mad Paws promptly and provide as much information as possible."
canonical_url: "https://madpaws.brainfi.sh/articles/how-do-i-file-a-claim-XRiaHMCsTG"
md_url: "https://madpaws.brainfi.sh/articles/how-do-i-file-a-claim-XRiaHMCsTG.md"
---
# How do I File a Claim?

If an incident occurs during a booking, you may be able to request a review under the **Mad Paws Guarantee**. To help us assess the situation, it's important to notify Mad Paws promptly and provide as much information as possible.


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## **Instructions**

### **1. Notify Mad Paws as soon as possible**

If an incident occurs, contact Mad Paws as soon as you become aware of it.

Where possible, incidents should be reported within **48 hours of the incident occurring**.

*Early notification helps us document the incident and provide guidance where needed.*

### **2. Communicate through the platform**

If appropriate, discuss the issue with the Pet Sitter through the Mad Paws platform.

*Keeping communication on-platform ensures there is a record of the conversation.*

### **3. Gather supporting information**

Collect any relevant information, such as:

* Photos or videos
* Veterinary reports or invoices
* Receipts or repair quotes
* Booking details
* Messages related to the incident

*Providing complete information helps us review the situation more efficiently.*

### **4. Submit your request**

Contact Mad Paws and provide a written summary of the incident along with any supporting documentation.

*The more information you provide, the easier it is for us to assess your request.*

### **5. Cooperate with the review process**

We may contact you and the Pet Sitter for additional information or supporting documents.

*All requests are reviewed individually under the Mad Paws Guarantee Terms.*


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## **Related Articles**

* [Mad Paws Guarantee](https://madpaws.brainfi.sh/en-us/articles/emergencies-and-mad-paws-guarantee-Bpoth1ArU9)
* [Is the Mad Paws Guarantee Insurance?](https://madpaws.brainfi.sh/en-us/articles/is-the-mad-paws-guarantee-insurance-t5xclDQy25)
* [How Long Does a Mad Paws Guarantee Review Take?](https://madpaws.brainfi.sh/articles/how-long-does-a-mad-paws-guarantee-review-take-W91e9GZtko)
* [What Is Not Covered by the Mad Paws Guarantee?](https://madpaws.brainfi.sh/en-us/articles/what-is-not-covered-by-the-mad-paws-guarantee-wh17QkUhaG)


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## **FAQs**

* **Am I automatically eligible if I submit a request?**

  *No. All requests are assessed individually against the Mad Paws Guarantee Terms.*
* **What if I report the incident after 48 hours?**

  *Please still submit the details. Each case is reviewed based on its individual circumstances.*
* **Do I need to contact the Pet Sitter first?**

  *It's recommended where appropriate, but you can contact Mad Paws directly at any time.*