What to Do If a Pet Is Injured During a Booking

If a pet is injured during a booking, immediate action is critical. Under the Mad Paws Guarantee, sitters are expected to prioritise the pet’s welfare, respond quickly, and document the incident clearly to support proper assessment and next steps.

Instructions

1. Make the Situation Safe First Remove the pet from any ongoing danger (other animals, traffic risk, unsafe environment). Keep the area calm and stable before doing anything else.
2. Check the Injury and Provide Immediate Care Assess the severity. Apply basic first aid only if safe and within your capability. Avoid interventions that could worsen the condition.
3. Contact the Pet Owner Immediately Inform them of what happened in clear, factual terms. Do not delay communication while waiting for full details.
4. Seek Veterinary Support When Needed If the injury is serious, worsening, or unclear, take the pet to the nearest vet. When possible, follow the owner’s guidance—but do not wait if the situation is urgent.
5. Document the Incident Thoroughly Record:
   • Date and time
   • Exact location
   • What the pet was doing before the incident
   • How the injury occurred (step-by-step facts only)
   • Any environmental or contributing factors
6. Capture Supporting Evidence Take photos of:
   • The injury (if appropriate and safe)
   • The surrounding environment
   • Any objects or hazards involved
7. Collect Third-Party Details (If Relevant) If another animal or person was involved, gather:
   • Full name
   • Contact number
   • Address (if available) This may be required for investigation or claim assessment under the Guarantee.
8. Report to Mad Paws Support Submit a full report with all details, photos, and vet documentation (if applicable). Include owner communication and any third-party information.

FAQs

• Are vet costs covered under the Mad Paws Guarantee? Coverage depends on eligibility and the circumstances of the incident. Each case is reviewed individually based on submitted evidence.
• What if I can’t get details from a third party? Document what you were able to obtain and inform Support. Do not escalate conflict—focus on safety and reporting.
• Who is responsible if another pet caused the injury? Responsibility is determined through investigation and supporting evidence submitted through the Guarantee process.