Petsly Care Policy
This policy explains Petsly Care: what it is, which bookings it applies to, how much Petsly may contribute and how to ask for a contribution. It forms part of, and should be read together with, our Terms of Service.
1. What Petsly Care is
Petsly Care is a discretionary contribution by Petsly toward veterinary costs when a pet is injured or becomes suddenly unwell during an eligible booking made and paid for in the Petsly app. It is included free of charge with eligible bookings; there is nothing extra to buy.
Petsly Care is not insurance. It is not a contract of insurance, no premium is charged, no risk is underwritten, and Petsly is not an insurer or an insurance intermediary. Every request is assessed individually, and Petsly decides at its discretion whether to contribute and how much, within the limits below.
Petsly Care is offered by the operator of the Petsly platform. Petsly is a trading name of Theodoros Herodotou, sole trader, Business Name reg. EE 63545, Grigori Afxentiou 154, Parekklisia 4520, Limassol, Cyprus.
2. Limits
The limits that apply to your booking are the ones in force when the booking was paid, as shown in the app at checkout. The current limits are:
| Limit | Amount / time |
|---|---|
| Minimum booking value | €15 |
| Maximum per incident — bookings €15 to €49.99 | €150 |
| Maximum per incident — bookings €50 and over | €500 |
| Maximum per incident — dog walking and pet taxi (any eligible booking) | €500 |
| Excess per incident (paid by you) | €50 |
| Total per pet owner in any rolling 12 months | €1,000 |
| Report the incident in the app | Within 48 hours |
| Pet examined by a vet | Within 48 hours |
| Follow-up treatment included | Up to 30 days after the incident |
| Complete request submitted | Within 14 days of the incident |
Figures are loaded from the live Petsly Care policy. If they cannot be loaded, the launch limits are shown.
3. Which bookings are eligible
A booking is eligible only if all of the following apply when it is created:
- It is for a covered service: hotel/boarding, house sitting, daycare, drop-in visits, dog walking or pet taxi.
- It is with an individual sitter. Bookings with organisations (businesses, kennels, teams) are not covered.
- It was paid by card in the Petsly app. Bookings paid in cash, through payment links or in person (including Tap to Pay and card terminals) are not covered.
- It is a one-off booking. Recurring bookings are not covered at launch.
- Its value is at least the minimum booking value (€15).
- If the booking was created by the provider rather than by you, it is eligible unless the provider also created your account or your pet's profile.
- The pet is named on the booking and its profile is accurate, including any known health conditions.
Whether a booking is eligible, and its limits, are decided when the booking is created and shown in the app at checkout.
4. How to ask for a contribution
- Get your pet to a vet. Your pet's welfare comes first. The pet must be examined by a registered veterinarian within 48 hours of the incident.
- Report the incident in the app within 48 hours. Open the booking, report a Petsly Care incident and describe what happened.
- Submit your complete request within 14 days of the incident. Upload the itemised vet invoice and clinical notes and details of any pet insurance you hold. For an illness, also add copies of your pet's vaccination booklet or passport pages showing its core vaccinations.
- We assess it. We may ask you, the sitter or the vet for more information. Follow-up treatment for the same incident is included if it takes place within 30 days of the incident.
- Decision and payment. We tell you our decision in the app. If we contribute, we pay the amount to the bank account you provide.
5. How the contribution is calculated
Contribution = eligible vet costs − any amount paid by your own pet insurance − the excess (€50). The result is limited to the per-incident maximum for your booking and to whatever remains of the per-owner limit of €1,000 in any rolling 12 months.
If you have your own pet insurance or similar cover, it pays first. You must tell us about it and claim from it; Petsly Care only considers what is left.
Example using the launch limits: a €400 vet bill after an incident on a €60 booking, with no other insurance. €400 − €50 excess = €350, which is within the €500 per-incident maximum, so Petsly may contribute up to €350.
6. What is not covered
- Pre-existing conditions, and conditions not disclosed in the pet profile.
- Routine or preventive care (for example vaccinations, check-ups, parasite treatment, neutering or dental cleaning).
- An illness that a core vaccination prevents, if the pet's core vaccinations were not valid on the date of the incident. Vaccination status never affects an injury.
- Injury to people, or to animals other than the pets named on the booking.
- Damage to property.
- Incidents outside the booking or not connected with the booked service.
- Incidents caused by the pet owner's negligence or breach of the Terms of Service (for example, not disclosing aggression or a health condition).
- Bookings that are not eligible under section 3, and costs reported or submitted outside the time limits in this policy.
At launch, Petsly does not seek to recover Petsly Care contributions from sitters.
7. Fraud and false information
Requests must be honest and complete. If a request contains false or exaggerated information, or a document has been altered, we will decline it, may recover any amount already paid, may suspend or close the accounts involved and may report the matter to the authorities.
8. Changes to this policy
We may change Petsly Care, its limits or this policy. The limits and conditions that apply to a booking are frozen when the booking is paid: a change only affects bookings made after the updated policy is published on this page.
9. Contact
Questions about Petsly Care or about a request? Email support@petsly.pet or use support in the app.
Effective from 3 October 2026.