Exactly what is covered when you book on PawPals
Most pet-care sites keep this page vague. Ours states the cover, the limits, the claims window and what we will not pay for — so you know where you stand before your dog is in someone else's care, not after.
If something goes wrong
1. Immediate contact
The sitter must contact you first, then the nearest open vet, then PawPals support. No sitter waits for our approval before getting a dog treated.
2. Vet fees advanced
PawPals advances emergency vet costs up to €500 so treatment is never delayed by an argument over who pays. We recover it afterwards from whoever is liable.
3. Case opened
Report it in the booking within 24 hours of the end date. Attach photos, messages and vet paperwork. We hold the escrowed payout while the case is open.
4. Written decision
Both sides are contacted and you get a written outcome within five working days: full release, partial refund, or full refund with the payout withheld.
The terms in plain English
Who holds the insurance — PawPals or the sitter?
The sitter. Every sitter taking bookings must hold a current public liability policy naming pet care as a covered activity, and the insurer and expiry date are recorded against their profile. PawPals is the marketplace and the payment holder, not the insurer.
What does the PawPals guarantee actually cover?
Three things: your payment is held in escrow until 24 hours after the booking ends, emergency vet treatment is advanced by PawPals up to €500 while liability is established, and if care did not happen as agreed we hold the payout while we review and refund where the booking was not delivered.
How do I make a claim?
Report it inside the booking within 24 hours of the booking ending, attach photos and any vet documentation, and we open a case the same working day. We contact both sides, hold the payout, and give a written decision within five working days.
What is not covered?
Pre-existing medical conditions, illness not caused by the booking, damage to the sitter's home caused by your dog beyond the sitter's own cover, loss of value or sentimental items, and anything arranged off-platform. Bookings paid outside PawPals have no escrow, no vet advance and no claims route.
When is the sitter paid?
Your card is charged at booking. Funds sit in escrow with our payment processor and release to the sitter 24 hours after the booking ends, so there is always a window to raise a problem before money moves.
Questions about a specific booking? Email support@pawpals.ie — welfare concerns go to welfare@pawpals.ie and are read within four hours.
Book with the cover in place
Keep the booking on PawPals and escrow, the vet advance and the claims route all apply.