Booking protection in the Netherlands
Petbnb-arranged liability insurance and Petbnb’s discretionary veterinary contribution are separate arrangements with different conditions.
Effective from: 25 September 2026
Petbnb-arranged liability insurance
Petbnb arranged this liability insurance and is not the insurer. Eligible bookings fall under it automatically, subject to the insurer’s policy terms, cover, exclusions and limits.
When can it apply?
It applies only to eligible, confirmed and paid bookings carried out in the Netherlands. The pet’s own insurance, other applicable insurance and liable parties must be approached first where relevant.
What does the insurer policy cover?
- General liability up to €2,500,000 (€250 excess), subject to the insurer’s policy terms and assessment
- Injuries to the pet for which the sitter is liable, up to €2,500 (€250 excess), subject to the insurer’s policy terms and assessment
What is excluded?
- Injuries caused during transport to or from the sitter
- Reduction in the economic value of the animal
- Damage to personal property, fixtures, house or garden
Discretionary veterinary assistance
This veterinary assistance is not insurance, is not guaranteed and is a discretionary contribution from Petbnb. For an eligible incident, Petbnb may determine a discretionary contribution that does not exceed 50% of eligible net veterinary costs and never exceeds €250 per incident, subject to the stated conditions and exclusions. Eligible net veterinary costs are the eligible costs remaining after refunds and credits, payments from the pet’s own insurance, other applicable insurance and recovery from liable parties, and amounts actually paid under the Petbnb-arranged liability insurance where applicable.
When can it apply?
The order is: first the pet’s own insurance; then other applicable insurance or liable parties; then the Petbnb-arranged Netherlands liability insurance where applicable; and only then discretionary veterinary assistance. No double recovery is allowed.
What may be considered for assistance?
- Traffic accidents
- Bone fractures
- Ingestion of foreign objects or poisoned food
- Injuries from confrontations with other animals (bite wounds)
- Fire
- Flooding
What cannot be considered?
- Joint injuries (any type, any location)
- Preventative care, illness, chronic or pre-existing conditions
- Parasites (fleas, ticks, worms)
- Injuries where it was agreed that the pet could be off-lead outdoors
How to report an incident
Report the incident as soon as possible so that the relevant insurer or Petbnb can assess it.
Report within 48 hours
Contact us through our contact form within 48 hours of the accident. A late request may be declined under the applicable conditions.
Send the required documents
Include the following in your email:
- Photo of the veterinary bill (keep the original receipt)
- Your pet’s chip number
- Description of the treatment and total costs
- A telephone number where we can reach you
The request is assessed
We or the insurer may request information from you or the vet and may consult a vet. We will tell you the outcome by email.
Important
The pet must have a complete and accurate Petbnb profile. Meeting this requirement does not guarantee a veterinary contribution, which always remains discretionary.
Order and conditions
Liability insurance and veterinary assistance are assessed separately and do not permit double recovery.
Eligibility is limited to confirmed and paid bookings carried out in the Netherlands. Off-platform or unpaid care falls outside Petbnb booking protections.
First claim under the pet’s own insurance, if there is one.
Then approach any other applicable insurance or liable parties.
Then, where applicable, use the Petbnb-arranged Netherlands liability insurance under the insurer’s policy terms, cover, exclusions and limits.
Only after those routes may Petbnb consider discretionary veterinary assistance. No double recovery is allowed.
To prevent duplicate reimbursement of the same costs, Petbnb may recover only its own veterinary contribution or an overpayment to the extent necessary. Petbnb may also recover amounts obtained through fraud.
The pet’s Petbnb profile must be complete and accurate. Incomplete or inaccurate information may make a request ineligible.
Report an incident within 48 hours through our contact form. Full conditions appear in clause 20 of our Terms and Conditions.
Frequently asked questions
Am I automatically covered when I book on Petbnb?
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Eligible confirmed and paid bookings carried out in the Netherlands automatically fall under the Petbnb-arranged liability insurance, subject to the insurer’s policy. Veterinary assistance is separate, discretionary and not guaranteed.
Do I have to pay extra for the liability insurance?
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No separate fee is charged for the Petbnb-arranged liability insurance. This does not create an entitlement to discretionary veterinary assistance.
How much might Petbnb contribute to veterinary costs?
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For an eligible incident, Petbnb may determine a discretionary contribution that does not exceed 50% of eligible net veterinary costs and never exceeds €250 per incident. The contribution is discretionary and not guaranteed.
What if my pet or another party is insured?
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Use the pet’s own insurance first, then other applicable insurance or liable parties, and then the Petbnb-arranged liability insurance where applicable. Veterinary assistance is considered only afterwards and cannot result in double recovery.
Do the protections apply to care arranged outside Petbnb?
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No. Care arranged off-platform or not paid through Petbnb falls outside Petbnb booking protections.
What is the liability insurance excess?
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The published excess is €250 for general liability claims and for pet-injury claims for which the sitter is liable. The insurer’s policy terms and assessment always apply.
What happens if I report an incident after 48 hours?
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A late request may be declined under the applicable conditions. Contact us through our contact form as soon as possible after the incident.
Are these protections available outside the Netherlands?
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No. The liability insurance and discretionary veterinary assistance described on this page are limited to eligible paid bookings carried out in the Netherlands.
Questions about a booking protection?
Our support team can explain the process, but cannot guarantee that an insurer or Petbnb will approve a request.
Contact support