Inbox Help
What qualifies as an extenuating circumstance?

We understand that unexpected circumstances can arise that require you to cancel a stay with your sitter. In some cases, you may be covered by our Extenuating Circumstances Policy and be eligible for a full refund.

Before you cancel, please check to make sure that your extenuating circumstance applies to the list of events outlined below.

Here's what is covered by Rover's Policy: 

Natural disasters that prevent a sitter from providing services. Examples include:

  • Earthquakes
  • Tornados
  • Hurricanes
  • Tsunamis
  • Wildfires
  • Severe winter storms

Severe damage to the owner’s home for house sitting, dog walking, or drop-in services or the sitter’s home for boarding or day care services, where the damage to the home makes it an unsafe environment to care for pets. This policy does not apply to planned renovations. In these cases, please provide additional details including:

  • A description of the damage and supporting evidence such as photos or repair quotes
  • Date of the incurred damage

Government-mandated obligations required by the owner or sitter including jury duty, travel restrictions, and military deployment (where applicable). Please note, these obligations must be dated after the Rover service was booked. 

Serious illness or death of a sitter, owner, pet or their immediate family member that requires a hospital visit. If the circumstance pertains to a family member, please specify their relationship to you

Did this article help?
Thank you for your feedback!