No matter how careful you are, the occasional problem is inevitable—we’re all human after all! That’s why we’ve partnered with Fairclaims.com to power the Rover Resolution Center. It’s a place for pet owners and sitters to safely discuss issues and come to positive resolutions. Plus, when referred by Rover Support, use of the Rover Resolution Center is complimentary to our customers.
How does it work?
If a problem arises during a booked stay or walk, the pet owner should alert Rover Support and include the following information:
- A summary of the problem
- Any supporting documents
- Your ideal outcome
A Rover Support member will review your case and determine if it’s a good fit for the Rover Resolution Center. If it is, you’ll be invited to sign up for the Rover Resolution Center via Fairclaims.com. 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, a Fairclaims mediator will step in and partner with Rover Support to resolve the case based on the info provided. To read more about this process, feel free to check out the “Settlement” tab of FairClaims’ “How it Works” page here.
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 your sitter through your Rover inbox if you haven’t already. If you’re unable to come to an agreement, give us a call at 888-453-7889 or contact us here. From there, Rover Support will review your case to determine if it’s a good fit for the Rover Resolution Center and will walk you through next steps.