Our booking protections
Three things are written down for every booking: what we reimburse if your pet needs a vet, exactly what we do if a booking goes wrong, and what happens if your sitter can't make it.
The Community Care Fund
Every booking made and paid through WinniePaws comes with the Community Care Fund: if your pet falls ill or gets injured during the booking, we reimburse eligible vet costs up to $250, with no negligence to prove.
The fund is a discretionary reimbursement program run by WinniePaws, not insurance. Its limits and what it doesn't cover are written down on the next page.
Your peace of mind is priceless to us.
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If something goes wrong, here is what happens
We include a Make-It-Right Process in every booking made and paid through WinniePaws to make sure you and your pet get the best pet care experience possible.
If, for any reason, you or your pet is not happy with your WinniePaws booking, we will do our best to make it right. In many cases, we've noticed that when two parties have an honest conversation with each other, misunderstandings can be cleared up quickly.
If you and your sitter can't reach an agreement, contact us and we'll step in to help.
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If your sitter can't make it
If a sitter cancels, we wrote down exactly what happens, in order: you get back what you paid for care that hasn't happened yet, automatically; our Easley team contacts you the same day during support hours; and we help you find a replacement you approve.
Your pet's Care Guide goes to the new sitter the moment you book them, so nothing about medications, feeding or escape habits gets lost in the handover. It also says what we can't promise.
Read the protocol