Wag! Guarantee
Peace of mind with every booking
Trustworthy care
Protected bookings
Reliable communication
Assistance anytime
All Wag! bookings include 24/7 support. Get assistance anytime, for any eligible claim.
Full coverage: Protecting your pet & home
- Delivers peace of mind for every service booked on the Wag! platform.
- Provides coverage for both your pet and your home.
- Assists with reimbursement for eligible injuries or damages.
Know your Wag! Guarantee coverage
Covered
Vet care reimbursement for eligible claims related to injury to your pet.
Property damage to your home caused by a Wag! Caregiver.
24/7 dedicated customer support for every booking.
Certain third-party medical costs for eligible claims (e.g., someone other than the Pet Parent or Caregiver).
Not covered
Damage to the Caregiver's property or pets.
Injuries to Caregivers or other third parties.
Vet care costs where the Pet Parent is responsible for the first $200.
Pre-existing conditions or preventable issues (e.g., fleas, ticks, behavioral issues).
Wag! will review claims on a case by case basis in accordance with current policies, guidelines, and agreements. Approval of a claim is contingent upon adherence to these standards and claimants are responsible for the first $200 of claim costs.
Take these steps before submitting a claim
Confirm the booking happened on the Wag! platform
To be eligible for consideration under the Wag! Guarantee, the service must have been officially booked and initiated through the Wag! platform.
Try to resolve the issue directly with the Pet Caregiver
We recommend doing this through the Wag! in-app chat feature so there is a record of the communication. If you have already started discussing this with your Caregiver, please continue working with them to find a resolution.
Contact Wag! Support if a resolution cannot be reached
If you are unable to come to an agreement directly with the Caregiver, you can then submit a claim to our Trust & Safety Team. They will review the claim on a case-by-case basis in accordance with current policies.
To report an incident, request help connecting with the Pet Caregiver, or submit a formal claim, please reach out for assistance at wagsupport@wagwalking.com.
How to submit a claim
If you are unable to resolve the issue directly with the Caregiver, you may submit a claim to Wag! for review.
Choose and complete the appropriate claim form
To begin, select the correct form below based on the nature of the incident. Please be as thorough as possible when describing what happened.
Gather and attach required documentation
All claims and applicable invoices must be submitted within seven (7) days of the initial incident. Please include any relevant receipts, screenshots, messages, or videos to support your claim. We accept PDF, MP4/MPEG-4 video, and JPEG image files.
The investigation process
Wag! takes reported incidents seriously and conducts proper due diligence when investigating. Submitting your claim promptly helps expedite this process.
Please Note: As a reminder, under the platform Terms of Service, Wag! is not liable for, and this policy does not cover, claims made by third parties or Pet Caregivers. This includes, but is not limited to, claims related to personal injury, injury to any pets, or property damage.
Resolving Service Issues: Incident Resolution Guidelines for Pet Parents