Petsly Protection
Real backup, built into every booking
Identity-verified sitters, your money held until the service is done, a team that decides disputes — and Petsly Care, which helps with the vet bill if your pet is hurt during a booking. Nothing extra to buy.
€500toward vet bills
If your pet is hurt or suddenly falls ill during an eligible booking, Petsly helps pay the vet. It comes with the booking — there is nothing to add at checkout.
Per incident, on bookings of €50 and over. Smaller eligible bookings get up to €150.
Peace of mind
Because peace of mind matters long before anything goes wrong
You chose carefully. You read the reviews, you met the sitter, you left the notes. Most bookings end with a happy pet and a photo in the chat. But a lead slips, a dog eats something in the park, a cat takes a fall — and in that moment you want more than good intentions. Petsly Protection is what stands behind every booking made in the app.
On every booking
What Petsly Protection does for you
These are not promises on a poster. Every one of them is enforced by how the app works.
Held, not charged
Your card is only authorised until a sitter accepts. If nobody accepts, the hold is released automatically and you pay nothing.
Identity-verified sitters
Every sitter passes an identity check and a human review by our team before they can quote, message you or be booked.
Your address stays private
Your exact address and phone number are only shared once you have a confirmed booking — never while you are still browsing.
Sitter cancels? Full refund
If your sitter cancels, you are refunded in full automatically — the service price and Petsly Protection, with nothing to chase.
24 hours to raise an issue
After the service you have 24 hours to report a problem, and your sitter's payment is held until that window closes.
Petsly decides disputes
A Petsly admin reviews and decides every dispute. If the sitter does not respond, it escalates to us automatically — and your refund never waits on them.
See it as it happens
Photo updates, arrival and departure alerts, and live GPS on walks, transport and vet visits — where the service type supports it.
Real support, real reviews
Open a support ticket in the app any time and our team picks it up. And reviews come only from people who actually completed a booking.
Petsly Care
Help with the vet bill when it matters
Petsly Care is our contribution toward emergency vet costs when a pet is injured or becomes suddenly unwell during an eligible booking. It is included — there is nothing to buy.
What it covers
Veterinary costs for an injury or sudden illness that happens during the booking, above a €50 excess, up to the per-incident maximum for your booking.
- Emergency treatment, surgery and hospitalisation for the incident
- Follow-up treatment for the same incident, up to 30 days after it
- Boarding, house sitting, daycare, drop-in visits, dog walking and pet taxi bookings
- One-off bookings with an individual sitter, paid by card in the Petsly app
- Bookings of at least €15, with the pet named on the booking
What it does not cover
Petsly Care is for emergencies that happen on a booking. It is not a replacement for pet insurance.
- Pre-existing conditions, or conditions not disclosed in the pet profile
- Routine or preventive care — vaccinations, check-ups, parasite treatment, neutering, dental cleaning
- An illness a core vaccine prevents, if the pet's vaccines weren't valid that day
- Injury to people or to other animals, and damage to property
- Anything outside the booking, bookings with organisations, recurring bookings, and bookings paid in cash, by payment link or in person
Current limits
| 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 | €500 |
| Excess per incident (paid by you) | €50 |
| Total per pet owner in any rolling 12 months | €2,000 |
Figures are loaded from the live Petsly Care policy; the limits that apply to your booking are the ones shown in the app at checkout. Full terms are in the Petsly Care Policy.
If something happens
How a Petsly Care request works
Five steps, all from inside the app. Your pet comes first — the paperwork can wait a day.
Get to a vet
Within 48 hours of the incident
Your pet must be examined by a registered veterinarian. Ask for an itemised invoice and the clinical notes.
Report it in the app
Within 48 hours
Open the booking, report a Petsly Care incident and describe what happened. Talk to your sitter too — they were there.
Send the full picture
Within 14 days
Upload the vet invoice and notes and details of any pet insurance you hold. For an illness, add your pet's vaccination record too.
Your insurance pays first
If you have it
If you hold pet insurance, claim from it first. Petsly Care considers what is left after your insurer and the excess.
We take it from there
Decision in the app
We assess every request individually and may ask you, the sitter or the vet for more. If we contribute, we pay it to the bank account you give us.
For sitters and businesses
Petsly Protection works for providers too
The same system that protects owners is what gets you paid and keeps you out of awkward conversations.
Guaranteed payment
Payment runs through Petsly and is held before you start. No chasing clients for money, no cash handovers.
Paid on late cancellations
If an owner cancels late, your cancellation policy decides what you keep — and Petsly applies it for you.
You never settle disputes alone
If something goes wrong, a Petsly admin reviews the facts and decides. You do not have to argue it out with the owner.
Vet bills never come out of your payout
If a pet gets hurt on a covered booking, Petsly Care helps the owner with the vet bill. At launch, Petsly does not recover it from sitters.
Reviews only from real bookings
Only owners who completed a booking with you can leave a review. Your reputation cannot be gamed by strangers.
In-app support
Open a ticket any time and our team picks it up. The same channel owners use, so nothing gets lost.
Questions
Petsly Protection, answered
Is Petsly Care insurance?
No. Petsly Care is a discretionary contribution by Petsly toward vet costs — not an insurance policy. No premium is charged and no risk is underwritten. Every request is assessed individually, within the published limits. We recommend keeping your own pet insurance; if you have it, it pays first.
Does Petsly Protection cost extra?
Petsly Protection is a small amount added to the service price and shown before you confirm — the total at checkout is exactly what you pay. Petsly Care is included with it on eligible bookings; there is nothing separate to buy. If your sitter cancels, Petsly Protection is refunded in full along with the service price. If you cancel, the service price is refunded according to the cancellation policy and Petsly Protection is not refunded.
What counts as an incident?
An injury, or an illness that starts suddenly, during the booking — something that needs a vet. Routine visits, ongoing conditions and anything that existed before the booking are not incidents.
Which bookings get Petsly Care?
One-off bookings with an individual sitter for boarding, house sitting, daycare, drop-in visits, dog walking or pet taxi, paid by card in the Petsly app, worth at least the minimum booking value, with the pet named on the booking and its profile accurate. The app tells you at checkout whether a booking is covered and at what limit. Bookings with organisations, recurring bookings, and bookings paid in cash, by payment link or in person are not covered.
How do I make a request?
Get your pet to a vet within 48 hours, report the incident from the booking in the app within 48 hours, and submit the complete request — vet invoice, clinical notes, insurance details and, for an illness, the vaccination record — within 14 days. We may ask for more information, then tell you our decision in the app.
What is the maximum contribution?
Up to €500 per incident on bookings of €50 and over, and on any eligible dog walk or pet taxi; up to €150 on smaller eligible bookings. A €50 excess applies, and the total per pet owner is capped at €2,000 in any rolling 12 months. The limits that apply to your booking are frozen when you pay.
What if I booked outside the app?
Then none of this applies. The money hold, the dispute process, refunds and Petsly Care only exist for bookings made and paid in the Petsly app. A provider who asks you to move to cash or another app is asking you to give all of it up.
This page is a summary. The Petsly Care Policy, the Cancellation & Refund Policy and the Terms of Service are the full terms and take precedence.
Ready for peace of mind?
Every booking in the Petsly app comes with Petsly Protection. Free on iOS, Android and the web.