What Pet Sitters Need to Know About the Mad Paws Guarantee
The Mad Paws Guarantee is Mad Paws’ commitment to supporting our community in the rare event something goes wrong during a booking.
It provides a framework for reviewing eligible incidents that occur during services booked and paid for through the Mad Paws platform.
The Guarantee is not insurance, and all requests are assessed individually under the Mad Paws Guarantee Terms.
This does not contain a side by side comparison to previous accident cover.
What the Mad Paws Guarantee May Cover
Subject to eligibility, exclusions, and applicable limits, the Mad Paws Guarantee may review:
- Veterinary costs for a Pet Owner’s pet injured during a booking
- Veterinary costs for a Sitter’s resident pet injured by a guest pet
- Property damage to a Pet Owner’s property caused during a booking
- Certain third-party injury-related costs caused by a pet during a booking
All cases are assessed individually based on evidence and Guarantee Terms.
What Sitters Should Know
1. Coverage only applies to eligible bookings
The Guarantee only applies to bookings that:
- Are made and paid through Mad Paws
- Occur during confirmed service dates
2. Reporting matters
Incidents should be reported to Mad Paws as soon as possible after they occur.
Where possible, incidents should be reported within 48 hours of the incident occurring.
Early reporting helps ensure:
- The incident is properly documented
- Guidance can be provided quickly
- Supporting evidence can be collected
3. Communication is important
Keep all communication with Pet Owners on the Mad Paws platform where possible.
This ensures there is a clear record if a review is required.
What Is Not Covered
The Mad Paws Guarantee does not cover:
1. Sitter property damage
Damage to property owned by the Pet Sitter or anyone living with them.
2. Injury to Sitters or Owners
Injury to:
- Pet Sitters
- Pet Owners
- Family members or household members
3. Off-platform or non-eligible bookings
- Bookings made outside the Mad Paws platform
- Meet & Greet incidents
- Incidents outside confirmed booking dates
4. Medical exclusions
- Pre-existing, chronic, hereditary, or breed-specific conditions
- Preventable conditions (e.g. fleas, ticks, parasites)
- Routine or preventive veterinary care
5. External or indirect losses
- Emotional distress
- Loss of income
- Travel costs
- Other indirect or consequential damages
Related Articles
- Understanding the Mad Paws Guarantee
- What Is Not Covered by the Mad Paws Guarantee?
- How Do I Submit a Request Under the Mad Paws Guarantee?
- Mad Paws Terms of Service
FAQs
<br />- Is the Mad Paws Guarantee automatic coverage?
No. Each request is reviewed individually based on eligibility and supporting information.
- Does it replace my insurance?
No. Sitters are responsible for maintaining appropriate insurance where required.
- Are Meet & Greets covered?
No. Meet & Greets are not covered under the Guarantee.