What Does the Mad Paws Guarantee Cover for Pet Owners?

The Mad Paws Guarantee is our commitment to Pet Owners in the rare instance that something goes wrong during a booking made and paid for through the Mad Paws platform.

It provides a framework for reviewing eligible incidents that occur during a confirmed booking and may support certain costs arising from those incidents, subject to the Mad Paws Guarantee Terms.

The Guarantee is not insurance, and all requests are assessed individually.

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What the Mad Paws Guarantee May Cover

Subject to eligibility and exclusions, the Mad Paws Guarantee may review:

• Veterinary costs for injuries to your pet that occur during a booking
• Veterinary costs for injuries to a Pet Sitter’s resident pet caused during a booking
• Physical damage to your property caused by a Pet Sitter during a booking
• Certain third-party injury-related costs caused by a pet during a booking

All incidents must be linked to care provided during a confirmed Mad Paws booking.

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What the Mad Paws Guarantee Is Based On

To be considered under the Guarantee:

• The booking must be made and paid through Mad Paws
• The incident must occur during the booking period
• The issue must be related to care provided during the service
• The incident must be reported as soon as possible after it occurs

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

Early reporting helps ensure:

• The incident is properly documented
• Relevant information is collected while details are clear
• Faster guidance and review where required

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What Is Not Guaranteed

While each case is reviewed individually, the Mad Paws Guarantee does not automatically cover:

• Off-platform bookings or arrangements
• Incidents outside confirmed booking dates
• Meet & Greet interactions
• Pre-existing, chronic, hereditary, or breed-specific conditions
• Preventable conditions (e.g. fleas, ticks, parasites)
• Indirect or consequential losses (e.g. travel, emotional distress, loss of income)
• Items or costs covered by other insurance policies

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Support and Review Process

If you believe an incident may be eligible under the Mad Paws Guarantee:

1. Notify Mad Paws as soon as possible
2. Provide a written summary of the incident
3. Include any supporting documentation (vet reports, photos, receipts, etc.)
4. Allow time for review and follow-up if additional information is required

Each request is assessed individually under the Guarantee Terms.

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Related Articles

• Understanding the Mad Paws Guarantee
• How Do I Submit a Request Under the Mad Paws Guarantee?
• What Is Not Covered by the Mad Paws Guarantee?
• Mad Paws Terms of Service

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FAQs

• Is the Mad Paws Guarantee insurance? No. It is a self-managed review framework and not an insurance product.

• Does it cover every incident during a booking? No. Only eligible incidents are reviewed under the Guarantee Terms.

• Do I need to report immediately? Yes. Where possible, report incidents within 48 hours of them occurring.