What is the Puppy Walky Guarantee?  

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Simply put, the Puppy Walky Guarantee is our commitment to you in the rare instance that something goes wrong during a booking. We offer the Guarantee because we believe that being there for our community is a fundamental part of what it means to be The Dog People.                                                                                                                                                                                                                                                     

The Details                                                                                                                                                                                      

The Puppy Walky Guarantee reimburses members of our community for costs arising from certain injuries or damages that occur during a service booked and paid through Puppy Walky. The injuries or damages must result from care provided during a Puppy Walky walk, and the Guarantee reimburses in the event the walker is unwilling or unable to pay those costs. In certain cases, the Guarantee may also be used to reimburse for injuries to resident dogs owned by dog walkers.                                                                                                                                                           

What's covered?                                                                                                                                                                          

Vet care for injuries to a “Puppy Walky Dog”—i.e., a dog owner's dog(s) in a dog walker's care, custody, and control             

Vet care for injuries to the walker’s resident dog(s) caused by a Puppy Walky Dog (in cases where the dog owner may be otherwise liable)                                                                                                             

Physical damage to a dog owner’s personal property caused by the walker, or walker’s resident dog(s)  

Liability for injury to certain third parties caused by a Puppy Walky Dog                                                                                                                                                                                                                                                

What's not covered?    

Injury or damage that arises during an orientation meeting (Meet & Greet) or otherwise outside of the service dates of a confirmed Puppy Walky booking  

Long-term vet care—i.e., care that extends more than 30 days past injury                                                          

Treatment costs for preventive care, or medical or veterinary bills resulting from an illness or a chronic or pre-existing condition         

Preventable conditions such as fleas, ticks, or parasites                                                                                               

Damage to a dog owner’s property caused by his or her own dogs, or damage to the property of a dog care provider or someone related to or residing with the dog care provider                                                        

Injury to the dog care provider or dog owner, or someone related to or residing with the dog care provider or dog owner                                                                                                                                                                                           

What are the monetary limits?                                                                                                                                               

Reimbursement for veterinary care is limited to a total amount of $25,000 per incident                               

Reimbursement for dog owner property damage or third-party injuries is limited to $1 million per incident               

All reimbursements are subject to a minimum contribution of $250 by the claimant—so we reimburse only for costs exceeding $250                    

Are there other conditions, exclusions, or limitations?                                                                                                 

Yes. For example, injuries or damage involving automobiles or other vehicles, injury or damage caused by natural disasters or other uncontrollable events, or damage to precious goods such as fine art or family heirlooms, are excluded. For a complete understanding of the Puppy Walky Guarantee, including the full list of conditions, exclusions and limitations, we strongly encourage you to read the Puppy Walky Guarantee Terms and Conditions, which are part and parcel of Puppy Walky's Terms of Service.                                                                                                                                                                                                                  

Is the Puppy Walky Guarantee an insurance plan?                                                                                                         

No. The Puppy Walky Guarantee exists to fill the gap when the responsible party—usually the dog care provider—is unable or unwilling to pay for costs arising from damage or injury attributable to his or her negligence, and when insurance is not available. It is a contractual agreement from Puppy Walky to protect its users, enforceable in accordance with the Puppy Walky Guarantee Terms and Conditions. Reimbursement under the Puppy Walky Guarantee is generally paid out of Puppy Walky’s own pocket—though we reserve the right to refer a claim to our insurance carriers when necessary or appropriate.

                                                                                                                                                                        

Before filing a claim for reimbursement:                                                                                                                            

In many cases, Puppy Walky team ((800) 767-9396) can help users take immediate steps to mitigate the injury or damage caused by an incident, such as connecting you with a board-certified veterinarian by phone or marshaling resources to locate a lost dog. For this reason, we ask both walkers and dog owners to notify us as soon as possible after an incident occurs—and in any event no later than 48 hours after the booking. We can’t help what we don’t know about, so make us your first call!                                           

When it comes to reimbursement, however, we know from experience that issues are often best resolved by simply reaching out to the other party. Before filing a claim for reimbursement under the Puppy Walky Guarantee, try contacting the other party through your Puppy Walky inbox. If you're unable to come to an agreement informally, let us know. We may recommend your case as a candidate for our Resolution Center or otherwise attempt to resolve the matter with the other party.                                                                                                                                                                                                                              

Finally, if you have insurance that may cover some or all costs arising from an injury or damage otherwise falling under the Puppy Walky Guarantee, such as dog or homeowner’s insurance, you should file a claim under that policy before seeking reimbursement from Puppy Walky. In such a case the Puppy Walky Guarantee may be leveraged to meet deductibles or cover costs that fall outside your policy.                                                                                                                                                                                                           

If you are unable to reach an agreement with the responsible party and don’t have insurance to cover costs arising from an injury or damage covered under the Puppy Walky Guarantee, you can submit a claim for reimbursement as outlined below.