Effective: December 30, 2024

We believe it's important for our community to understand why the accounts of pet owners and pet sitters may qualify for action in rare circumstances. The information and examples below illustrate some of the reasons that can lead to an account being actioned, which may include a pause, temporary suspension, or permanent closure, and how to avoid it. 

Integrity of the online marketplace

We believe we’re safer when we work together as a community, and we treat reports of inappropriate or unsafe conduct seriously. 

To help promote the integrity of the online marketplace for all community members, Rover will investigate and take action in response to conduct that we determine is inappropriate, unsafe, dishonest, or violates the Terms of Service. This action may include temporarily pausing or suspending the account of a pet owner or a pet sitter, or permanently closing an account. You can learn more in Section 4 of the Terms of Service.  

We take account reviews and decisions seriously, and we consider all available information before making a final decision. For safety incidents reported during a booked stay, we will reach out to the people involved to learn more about what happened and to review other available information. We want to hear from you as part of the process.

Reasons why an account may qualify for action

An account may qualify for action - including a pause, temporary suspension, or permanent closure - for many reasons involving conduct that is inappropriate, unsafe, dishonest, or violates the Terms of Service. Please refer to the below categories and examples of issues that may qualify your account for action. 

1. Animal welfare

Pet safety is a top priority. Rover will take action in response to actions or behaviours by pet owners, pet sitters, or pets that endanger or harm an animal’s welfare, safety, or well-being. This includes situations that arise due to a user’s actions or failure to act, such as the failure to seek timely veterinary care in the event of a pet emergency.

The following examples, as well as similar actions or behaviours, may lead to immediate mitigating action, including account closure: 

• Any animal cruelty, abuse, or neglect.
• Any situation where a user’s actions or behaviours endanger or cause an animal to be injured, get sick, become lost, or similarly harmed.    
• Failure of a pet owner to provide necessary care instructions to a pet sitter, which endangers or results in harm to the pet or other people or pets. 
• Intentional disregard of reasonable care instructions provided to a pet sitter by a pet owner, which endangers or results in harm to the pet or other people or pets. 
• Failure to pick up or drop off a pet at the agreed time, in the absence of extenuating circumstances, and without appropriate communication or arrangements.   
• Failure to disclose all individuals who will perform pet care, which endangers or results in harm to the pet or other people. 
• Arranging for care to occur in a location that endangers pets. 
• Deliberately impeding Rover’s ability to conduct a safety review.

2. Safety and Respect

Safety and respect are cornerstones of Rover’s online marketplace. All community members should treat each other, members of the public, and Rover staff with respect, and be forthright with information that is necessary to ensure the safety of pets and people. Rover will take action in response to actions or behaviours by pet owners or pet sitters that are abusive, harassing, hateful, discriminatory, criminal, inappropriate, or unsafe.

The following examples, as well as similar actions or behaviours, may lead to immediate mitigating action, including account closure: 

• Use of abusive, harassing, hateful, or discriminatory language with other users, members of the public, or Rover staff.
• Engaging in criminal, violent, threatening, or hateful actions or behaviours.
• Assault, harassment, or sexual harassment, including any unwelcome and offensive language or behaviour, such as unwanted advances or offensive remarks. 
• Discriminating or making offensive remarks on the basis of an individual or a group’s personal identifying characteristics, such as race, age, sex, sexual orientation, gender identity, religion, national origin, citizenship or immigration status, veteran or military status, physical or genetic conditions, or socio-economic status, among others. 
• Intentionally disclosing private personal details or photos of other users or Rover staff without their permission, including doxxing. 
• Use of Rover’s marketplace for inappropriate purposes other than to find or provide pet care or related services.

3. Property damage and economic harm

Rover will take action in response to actions or behaviours by pet owners or pet sitters that cause property damage or economic harm to other users, members of the public, Rover, or Rover staff.

The following examples, as well as similar actions or behaviours, may lead to immediate mitigating action, including account closure: 

• Theft or other inappropriate actions or behaviours that cause monetary loss, such as intentionally causing property damage to a pet owner’s home.
• Use of Rover’s platform to find and arrange for pet care and related services, but intentionally avoiding payment of service fees to Rover. 
• Failure of a pet owner to disclose all pets on a booking to avoid paying additional rates to a pet sitter or service fees to Rover.

4. Fraudulent activities

Fraud and other illicit activities are not tolerated on Rover. We take action when we determine pet owners or pet sitters engaged in fraud, including any activity that is intentionally misleading, deceptive, or dishonest for the purpose of gaining something or causing harm, or that seeks to misuse the online marketplace.

The following examples, as well as similar actions or behaviours, may lead to immediate mitigating action, including account closure: 

• Any fraud or illegitimate activity, such as phishing, credit card or payment fraud, impersonating other users or Rover staff, or circumventing account suspensions and closures.
• Attempts to avoid safety requirements, such as misrepresenting your identity or submitting altered or false documents.
• Failing to disclose and add all pet sitters associated with your account to your profile.
• Use of Rover to share inappropriate content or materials, such as spam, viruses, or illicit materials.

5. Compliance with laws and regulations

Pet owners and pet sitters are responsible for complying with all laws and regulations applicable to their activities conducted through, or related to, their use of Rover. This may include laws related to tax matters, running your own pet care services, animal ownership or care, or other topics. You can learn more in Section 3 of the Terms of Service.

Criminal behaviour or other significant violations of laws or regulations that endanger pets, pet owners, or pet sitters may lead to immediate mitigating action, including account closure.