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.
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.
Related Articles
- Understanding the Mad Paws Guarantee
- What to Do During a Pet Emergency
- What to Do If Your Pet Goes Missing
- Mad Paws Terms of Service
FAQs
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Am I automatically eligible if I submit a request?
No. All requests are assessed individually against the Mad Paws Guarantee Terms.
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What if I report the incident after 48 hours?
Please still submit the details. Each case is reviewed based on its individual circumstances.
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Do I need to contact the Pet Sitter first?
It's recommended where appropriate, but you can contact Mad Paws directly at any time.