VetterCare Service Protection Coverage

Effective Date: November 1, 2025

VetterCare Service Protection Coverage is our commitment to support pet owners and VetterCare Providers when something goes wrong during a service booked and paid for through the VetterCare platform.

VetterCare Service Protection Coverage is not insurance, not a contract of indemnity, and not a promise to cover all losses. It is a voluntary benefit offered at VetterCare's sole discretion.

1. What VetterCare Service Protection Coverage Covers

1.1 Veterinary Care for the Client's Pet

If a pet is injured during a VetterCare-booked service, VetterCare may reimburse up to:
$15,000 per incident for necessary veterinary treatment related directly to the incident, including:

  • Emergency care
  • Diagnostics
  • Surgery
  • Hospitalization
  • Follow-up visits reasonably related to the incident

Exclusions:
Pre-existing conditions, chronic conditions, illness unrelated to the service, or age-related conditions.

1.2 Veterinary Care for the Provider's Pet

If a provider's own pet is injured during boarding/daycare at the provider's home:
Up to $1,000 per incident
for urgent veterinary treatment.

1.3 Property Damage to the Client's Home

If a Provider causes damage to the client's home during the booked service:
Up to $5,000 per incident
Examples:

  • Door frames
  • Carpeting
  • Furniture
  • Accidental spills
  • Broken items

Structural damage requiring contractors is eligible up to the limit.

1.4 Bond, Theft, or Key Loss Coverage

To provide additional peace of mind to pet owners and encourage trust, VetterCare may reimburse for:

Theft of client property

Up to $2,000 per incident for verified theft committed by a VetterCare Provider.

Key / Code Loss
Up to $250 to:

  • Replace keys
  • Rekey locks
  • Reset home access codes

Requirements:

  • Incident must be reported within 24 hours.
  • Provider must have been granted lawful access.
  • Client must provide documentation (police report required for theft).

2. What Is Not Covered

Coverage does not include:

  • Illness unrelated to the service
  • Pre-existing or chronic medical conditions
  • Routine vet care or elective procedures
  • Injuries from dog parks, off-leash activity not approved by the owner
  • Services performed off-platform
  • Services outside the booked window
  • Damage to provider property
  • Damage to vehicles, landscaping, fences
  • Third-party injuries
  • Heatstroke due to outdoor exposure
  • Lost/stolen personal electronics
  • Unauthorized guests, children, or pets brought by the provider
  • Criminal acts or intoxication by any party
  • Any amounts exceeding policy limits

3. Eligibility Requirements
To qualify:

  1. The service must be booked, accepted, and fully paid on the VetterCare platform.
  2. The incident must occur during the booked service window.
  3. Both parties must follow VetterCare safety protocols and Code of Conduct.
  4. Incident must be reported within 48 hours (24 hours for theft/key loss).
  5. Receipts, vet records, photos, and documentation must be provided.
  6. VetterCare may request:
    • Vet contact
    • Repair estimates
    • Police report for theft
  7. No off-platform transactions or private arrangements may be involved.

4. Coverage Limits & Annual Caps

  • $15,000 maximum per incident
  • $15,000 annual household maximum
  • Per-category caps apply as listed above

VetterCare may reduce reimbursement if policy violations increased risk.

5. How to File a Claim

Email: support@vettercare.com
Timeframes:

  • 48 hours for injury or property claims
  • 24 hours for theft or key loss

Claims must include:

  • Owner & provider names
  • Booking ID
  • Date/time of incident
  • Description of what occurred
  • Photos/videos
  • Receipts or estimates
  • Police report (theft only)

6. VetterCare's Discretion

VetterCare Service Protection Coverage is:

  • Voluntary
  • Non-transferable
  • Not insurance
  • Subject to verification and documentation

VetterCare may approve, deny, or modify a claim at its sole discretion.

7. Provider Responsibilities

To remain eligible:

  • Maintain safe, supervised care
  • Follow VetterCare SOPs, medical protocols, & Code of Conduct.
  • Ensure home access is secure
  • Comply with leash, feeding, and heat-safety rules
  • Report incidents promptly
  • No unauthorized visitors, pets, or third-party care
  • No alcohol/drug impairment while providing services

8. Pet Owner Responsibilities

  • Provide accurate pet profiles
  • Disclose behavioral or medical issues
  • Supply medications and clear instructions
  • Maintain safe home environment
  • Respond to provider messages
  • Keep pets current on preventative care

9. Modifications & Updates

VetterCare may revise or discontinue Service Protection Coverage at any time.
Updates are effective upon posting to the website.

10. Contact

support@vettercare.com