No matter how careful you are, the occasional problem is inevitable—we’re all human after all! That’s why we built Rover’s Resolution Center. It’s a place for pet owners and sitters to safely discuss issues and come to positive resolutions.
How does it work?
If a problem arises during a booked stay or walk, the pet owner can submit a case to resolve the issue. The case must be submitted no later than 28 days after the last day of the booking.
When submitting, you’ll be asked to provide:
- a summary of the problem
- any supporting documents
- your ideal outcome
Both parties are then guided through the discussion process until an agreement is reached. Rover Support will review the resolution and take action where needed to help make it a reality. If an agreement isn’t reached or one or both parties stops responding, Rover Support will step in and resolve the case based on the info provided.
The Resolution Center is designed to help resolve problems that arise during a stay or walk. For example: if a service isn’t completed or is different than what you agreed on.
To be eligible, the stay or walk must be:
- booked on Rover.com or in the Rover app
- paid for on Rover.com or in the Rover app
The case also must be submitted no later than 28 days after the stay or walk ends.
What’s NOT eligible?
- Stays or walks not booked and paid for through Rover.
- Requests to deactivate or penalize another sitter or pet owner’s account.
- Disputes against Rover’s Terms of Service or other policies, such as a sitter’s cancellation policy.
The goal is to provide a place for sitters and pet owners to resolve problems together, and that means offering reasonable and positive solutions for everyone involved.
How do I submit a problem to the Resolution Center?
First things first: we know from experience that issues are often best resolved by simply reaching out to the other party. Before submitting to the Resolution Center, try contacting them through your Rover inbox if you haven’t already. If you’re unable to come to an agreement there, give us a call at 888-453-7889. A Rover Support team member will file the case on your behalf and walk you through next steps.