Premium Protection is an accident-only coverage provided by PetBacker when you book and pay through our platform. It is designed to give pet owners and sitters added peace of mind if something unexpected happens during a confirmed booking.

Please note: Premium Protection Coverage only applies to bookings that meet the minimum rate threshold set by PetBacker.

No. Premium Protection is not insurance. It is a coverage program funded by PetBacker. We provide this benefit at no additional charge as part of our service.

For added peace of mind, we encourage pet owners to have their own pet insurance alongside our Premium Protection Coverage.

No. Premium Protection coverage is included at no extra cost when you book and pay through PetBacker.

Yes. Premium Protection applies to eligible bookings worldwide. However, local consumer laws may override certain terms, which may affect how coverage is applied in your country.

Premium Protection helps protect pet owners and sitters in certain situations. Covered items include, but are not limited to*:

Veterinary Expenses for Pets in a Sitter’s Care

• If a pet is injured during a booking, PetBacker may reimburse part of the veterinary costs.
  
  
• The pet owner pays the first USD $350.
  
  
• PetBacker may reimburse up to USD $1,000 per incident.
  
  
• Once the USD $1,000 limit is reached for that condition or injury, no further expenses are covered.
  
  

Accidental Injury to a Pet (Professional Liability)

• If a sitter accidentally injures a pet in their care (through no negligence), PetBacker may reimburse part of the costs.
  
  
• The pet sitter pays the first USD $350.
  
  
• PetBacker may reimburse up to USD $1,000 per incident.
  
  

Third-Party Claims (Public Liability)

• If a sitter accidentally injures another person or damages a pet owner’s property while providing pet care, PetBacker may help cover damages.
  
  
• The pet sitter pays the greater of USD $1,000 or 5% of the claim.
  
  
• PetBacker may reimburse up to USD $4,000 per incident.

*Premium Protection does not cover medical costs for sitters. Sitters should rely on their own health insurance for personal injuries.

Coverage applies only to eligible services booked and paid through PetBacker, such as:

• Home dog boarding
  
  
• Day care
  
  
• Pet sitting
  
  
• Cat care
  
  
• Dog walking
  
  
• Any pet services booked and paid through PetBacker’s website or mobile app and reported to the Customer Care team
  
  

Please note: Premium Protection Coverage only applies to bookings that meet the minimum rate threshold set by PetBacker.

Premium Protection is limited in scope. It is not pet insurance and does not replace the sitter’s responsibility to provide proper care for the pet. Exclusions include, but are not limited to:

General Exclusions:

• Negligence by the sitter (e.g. ignoring instructions, leaving doors open).
  
  
• Accidental injury to the sitter, or to any person residing with the sitter or under their care
  
  
• Illness, pre-existing conditions, old age, or elective/routine care (checkups, vaccinations, grooming).
  
  
• Preventable conditions such as fleas, ticks, or parasites.
  
  
• Long-term veterinary care (treatment extending more than 30 days past the injury).
  
  
• Loss, theft, or missing pets.
  
  
• Emotional distress, fines, penalties, punitive damages, or cancellation fees.
  
  
• Pet death.*
  
  
• Any costs above coverage limits (USD $1,000 per pet injury, USD $4,000 per third-party claim).
  
  

Pet Restrictions:

• Pets younger than 12 weeks or older than 10 years.
  
  
• Dangerous or banned breeds as defined by authorities (e.g. Pit Bull Terrier, Mastiff, Staffordshire Terrier, Boerboel, Bulldog, Leonberger, Tibetan Mastiff, etc., including crossbreeds).
  
  
• Pets that are not neutered, vaccinated, microchipped, or licensed
  
  
• Small animals, including but not limited to rabbits, hamsters, reptiles, turtles, birds, fish, etc.
  
  

Sitter Restrictions:

• Sitters with criminal convictions in the past 5 years (excluding traffic violations).
  
  
• Sitters offering services outside PetBacker (e.g. Facebook, Craigslist, or other platforms).
  
  
• Sitters running commercial boarding kennels.
  
  
• Bookings quoted below PetBacker’s minimum rate or more than 30% below average.
  
  

Service Exclusions:

• Services booked outside PetBacker’s website or app.
  
  
• Meet & Greet appointments or any incidents arising from them.
  
  
• Jobs involving shelters or rescuers where PetBacker service fees are not charged.
  
  
• Any services other than in-person consultations (diagnostics such as X-rays, ultrasounds, MRIs, etc. are excluded).
  
  

Other Exclusions:

• Accidents caused by wild animals (e.g. snakes, crocodiles, tigers).
  
  
• Claims from mating, breeding, pregnancy, or related conditions.
  
  
• Claims arising from illegal activity, restricted areas, or violation of local laws.
  
  

• Judgments not issued by a court of competent jurisdiction in the country of claim.
  
  

*Premium Protection does not cover pet death, except where the pet dies while admitted as an inpatient under veterinary care for an injury sustained during a confirmed booking. If the pet is discharged from veterinary care and subsequently dies, the death is not covered.

No. If the sitter fails to follow instructions or provides unreasonable care, coverage does not apply.

No. Premium Protection applies to accidental injuries only. Illnesses, pre-existing conditions, or age-related issues are not covered.

• Pet owner: USD $350 per veterinary claim.
  
  
• Pet sitter: USD $350 per accidental pet injury claim.
  
  
• Pet sitter: USD $1,000 or 5% of third-party claims (whichever is greater).

View the situational breakdown here:

Please note: Pet sitters should always try to resolve issues directly with pet owners. In most cases, it is recommended that pet sitters and owners resolve issues between themselves.

In the unlikely event that a guest pet is injured, the pet sitter must always attempt to contact the pet owner or their designated emergency contact before arranging any treatment.

If the pet sitter is unable to reach the pet owner for any reason, the pet owner agrees to reimburse the pet sitter in full for any upfront veterinary costs incurred.

The steps for making a claim are as follows:

1. Notify PetBacker within 1 day after the booking ends.
   
   
2. Pay veterinary or repair costs upfront. If approved, PetBacker will reimburse eligible costs within the limits.
   
   
3. Provide all required documents (see What documents are required for filing a claim?).

Once all documentation is provided, please wait for PetBacker to contact you regarding the outcome of your claim. Updates on the status of your claim will be provided periodically.

Please note: Pet sitters should always try to resolve issues directly with pet owners. In most cases, it is recommended that pet sitters and owners resolve issues between themselves.

The documents required for filing a claim include, but are not limited to, the following:

• Booking reference (proof of confirmed and paid booking).
  
  
• Date, time, and place of the incident.
  
  
• Pet name, sitter details, and contact information.
  
  
• Detailed description of what happened.
  
  
• Evidence (photos, videos, chat logs, etc.).
  
  
• Veterinary invoices and receipts with diagnosis.
  
  
• Third-party repair quotes, medical bills, or receipts.
  
  
• Pet owner’s insurance details (if applicable).

Most cases are resolved within one (1) month, depending on severity, quality of documentation, and cooperation of all parties. You will be updated throughout the process.