Safety and emergency rules

Stop the service, contact the owner immediately, and use in-app emergency support if the owner is unreachable within 15 minutes.

Secure the area, notify the owner and support, and follow the owner's instructions before searching nearby.

Do not enter the home alone at night, do not force contact with an aggressive pet, and escalate to support before continuing.

Agree on key pickup, lockbox code, or owner present at start before the service day.

Never share access codes, spare keys, or gate PINs in public chat before booking confirmation.

Return keys or reset temporary codes at the end of service and confirm handoff with the owner in chat.

Accept only pets and tasks that match your services, skills, and age eligibility.

Medication, injections, and special-needs care require written owner instructions for every booking.

Do not introduce new food, treats, or off-leash areas without explicit owner approval.

Before payment, cancellation is free. After payment, free cancellation applies until 24 hours before the day of the service; later owner cancellations split 50% to the sitter and 50% refunded to the owner.

If the sitter cancels after payment, the owner gets a full refund. Notify the owner as early as possible so replacement care can be arranged.

No-shows, late arrival without notice, or unsafe conduct can pause payouts and profile visibility.

Report injuries, property damage, payment issues, or harassment through support — not only in chat.

An opened dispute pauses marking complete and early hold release until support reviews evidence from both sides.

Keep photo and message records for the full booking window while a case is open.