---
title: "What Does the Mad Paws Guarantee Cover for Pet Owners?"
description: "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."
canonical_url: "https://madpaws.brainfi.sh/articles/what-does-the-mad-paws-guarantee-cover-for-pet-owners-J5jeTyBRxt"
md_url: "https://madpaws.brainfi.sh/articles/what-does-the-mad-paws-guarantee-cover-for-pet-owners-J5jeTyBRxt.md"
---
# 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.