The length of process will vary depending on the severity of the case, the quality of documentation, and the cooperation of the Pet Service Provider and Service User, but we strive to resolve most cases within one month of their submission.

PetBacker does not charge any amount for this insurance. You can also purchase insurance from our preferred insurance partner with a discounted rate, contact us for more information on insurance if you think your pet needs one.

- Service User pets with existing medical conditions or are aggresive by nature - this is why it’s important to get as much info as you can on your Service User pet before booking!

- Service User pets who are defined as Dangerous Dogs by the relevant authorities and all claims arising from the care of such Dangerous Dogs. Pit Bull Terrier, Basset Griffon Vendeen, Tibetan Mastiff, Mastiff, American Staffordshire Terrier, Bouvier des Flandres, Leonberger, Toy Fox Terrier, South African Boerboel, Bulldog (american). This list extends to any cross breed of Dangerous Dogs by the relevant authorities.

- Pets younger than 12 weeks or older than 10 years.

- The pet sitter’s own pet is not covered for any damage or injuries that may be sustained during a PetBacker booking

- Commercially run Boarding Kennels

- Pet Sitters who have any criminal convictions in past 5 years (excluding traffic violations).

- Bookings with Pet Sitters who have pets of a different type from Pet Owners e.g. dogs and cats, dogs and rabbits

- Pet Sitters who are not offering services exclusive to PetBacker e.g. also offering services on Facebook, Craigslist and other competing platforms as it would be unable for us to control or verify the number of pets received.

- Bookings with Pet Sitters that quotes below the minimum quote.

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What does the coverage exclude?

We’ve got you covered! But what doesn’t the Premium Pet Protection Program cover?

• The first USD350 for each and every claim.
• Services booked outside of the PetBacker website or mobile app
• Damages made or medical care required during ‘Meet and Greet’ appointments or any incidents arising from a ‘Meet and Greet’ appointment.
• Service User pets or Pet Sitter pets that have not been neutered, vaccinated, microchipped or licensed.
• Any small animals that include but not limited to rabbits, fish, birds, hamsters, guinea pigs, reptiles, tortoises, or turtles.
• Loss or damage to property in the Pet Sitter's ownership, custody, care or control or of the Pet Sitter's family or any person residing with the Pet Sitter or under the Pet Sitter service.
• Any claim if a person catches a disease or virus directly or indirectly from the Service User Pet or Pet Sitter's Pet
• Accidental injury to or illness contracted by the Pet Sitter, Pet Sitter Family, or any person residing with the Pet Sitter or under the Pet Sitter service.
• Any claims for any pets that have gone missing or lost when in the care or possession of the pet service provider.
• Injuries to the Service User pet due to wild animals such as snakes, crocodiles, tigers and others
• Preventable conditions such as fleas, ticks, or parasites.
• Breach of professional duty (for example walking an animal off-leash in an area where this is reasonably considered not to be suitable). Remember to keep yourself and your furry friend safe!
• Any claims arising from mating, pregnancy, rape of the pet whether that of the Pet Sitter's pet or the Service User Pet or any other pet. PetBacker will not be responsible nor held liable to any breeding, mating, rape or pregnancy of pets.
• Treatment of pre-existing veterinary conditions, old age or illness of the Service User pet (eg: respiratory infections, urinary tract/bladder infections, blood disorders, vomiting, diarrhea, pancreatitis and other gastrointestinal disorders.). We stress the importance of getting as much info about your potential Service User Pet as you can, before you start pet sitting!
• All services other than in-person consultations are not claimable within the policy. This includes, but is not limited to, X-rays, ultrasounds, MRIs, blood tests, and other diagnostic procedures
• Long-term vet care—i.e., care that extends more than 30 days past injury.
• Pet owner loss of wages (due to - for example - required follow up medical treatment for their pet)
• Reduction in ‘show’ value of the Service User pet
• Cancellation fees or costs incurred from cancellation of a holiday or travel arrangements as a result of a booking on PetBacker
• Loss of salary or wages as a result of a booking arrangement made on PetBacker
• Emotional distress caused as a result of a booking on PetBacker
• Fines, penalty, surcharge or late payment
• Punitive, aggravated or exemplary damages
• Any claim arising from or involving the Pet Sitter's pet or Service User pet being at any place for which it is prohibited. This includes, but is not limited to contravention of any rule, regulation, deed of mutual covenant or legislation
• Any claim arising from an occurence in connection with the Pet Sitter's profession, occupation or business
• Any liability assumed by the Pet Sitter under any contract or agreement unless such liability would have attached in the absence of such agreement
• Judgements which are not in the first instance delivered by or obtained from a court of competent jurisdiction within the country of claim.
• Jobs which involve shelters or rescuers where Petbacker service fees are not charged.
• Claims for injury to service user pet inflicted by any pet belonging or residing with the Pet Sitter that is not from a job with PetBacker.
• Quotes that are below the normal average rate by over 30 percent.
• Pet Death

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Who is excluded?

Pet sitter assistance program

• Care, Custody, Control – veterinary coverage for animals in pet sitters’ care: This section provides veterinary coverage for the Service User pets in the pet sitter’s care, custody or control. There is a USD$350 deductible for medical claims, to be covered by the pet owners. USD$1,000 capped limit for veterinary expenses in relation to an injury to your pet during the service. Once the full amount of money has been spent, the treatment of illness or injury won’t ever be covered again.
• Errors and Omissions (aka Professional Liability) – covers accidental injury to the Service User pet: This section refers to accidental injury to a Service User pet in the sitter’s care. This type of insurance brings comfort to pet owners and sitters as, more often than not, any non-negligent harm arises where an animal in the sitter’s care has been accidentally harmed in the course of service delivery, through no specific fault of the sitter. Claims are subjected to a USD$350 excess payable by the pet sitter at the time of the claim with a USD$1,000 capped claims limit.
• Public Liability Insurance (aka Commercial General Liability) – covers pet sitters against third party claims: This section will pay the sums that pet sitters become legally obliged to pay as damages because of bodily injury to a third party person or damage to property of a third party. Claims are subjected to 5% fees or USD$1,000 whichever is higher for each and every occurence is payable by the pet sitter at the time of the claim with a USD$4,000 capped claims limit.

*What is deductible:

You will need to pay for the first USD350 of the medical bill, and the insurance will cover the remaining balance with a capped limit of USD1000.

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What does the coverage exclude?

Pet sitter assistance program

• Home dog boarding
• Day care
• Pet sitting
• Cat care
• Dog walking
• Any pet services booked and paid through PetBacker’s website, mobile app and reported to the Customer Care team
• Pet services paid through PetBacker of USD$200 and above or pet service provider has had a cumulative booking from of USD$1000 paid with PetBacker

You should also read about who is excluded

what does the coverage exclude and what does the coverage include

Send us an email and provide the following information:

• reference number of the booking that was paid through PetBacker
• date and place of the incident
• name of the pet
• name and contact details of pet sitter
• detailed description of the circumstances of the accident
• photos of pet injuries and veterinary bills
• contact details of the preferred vet of the pet owner
• Pet Owner’s Pet Insurance policy number and carrier (if applicable)

PetBacker must be notified within 1 day of the end of the booking period regarding any incident that might result in insurance coverage.

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What is eligible for coverage?

What should I do before submitting a Premium Protection claim?

How long will it take for my claim to be processed?

• In the unlikely event that the guest pet is injured, the pet sitter will always try to contact the pet owner, or their emergency contact, before any treatment is sourced.
• In the event of the pet sitter or PetBacker being unable to contact the pet owner (for example because they are traveling overseas), the pet owner accepts that if their pet requires veterinary treatment, the pet owner will refund the funds to the pet sitter for any necessary treatment.
• If applicable, the pet owner will first use their own pet insurance to refund the cost of the treatment to the pet sitter. In the event of denial by the pet owner’s insurance company or if the pet owner doesn’t have a pet insurance, the pet owner will refund any veterinary bills to the pet sitter and will be entitled to file a Premium Pet Protection claim with PetBacker.
• Check what is eligible for a Premium Protection claim here.

• - We recommend that all PetBacker pet sitters ask their customers to fill out information forms (incl vet details, etc) and an emergency contact before starting a booking, so that everyone is prepared and in case the owner is not available for any reason.
• - In the unlikely event that the guest pet is injured, the pet sitter should always try to contact the pet owner, or their emergency contact, before any treatment is sourced.
• - Pet sitters should always try to resolve the issue directly with pet owners. In most instances, Pet Service Providers and guests should be able to resolve issues on their own.