Trust & Safety

Safety is at the heart of what we do. We believe the best pet care happens when everyone in the community works together.

Trust and Safety

How we protect you

Insurance & Vet Guarantee

All bookings made and paid through Petbnb are automatically covered. In the Netherlands, this includes general liability insurance. In all countries, our veterinary costs guarantee covers up to 50% of medical expenses from a covered accident (max €250 per incident).

Read full insurance details

Sitter Verification

Every sitter goes through an identity verification via a bank account check and is individually reviewed by our Trust & Safety team before their listing goes live. You can also check their reviews from other pet owners.

24/7 Support

Our customer support team is available around the clock throughout the entire booking. If something goes wrong, we're here to help — day or night.

Secure Payments

All payments are processed securely through Petbnb. Funds are held in escrow and only released to the sitter after the booking is completed. Sitters never see your payment details.

Photo & Message Updates

Sitters send regular photos and messages during the booking so you always know how your pet is doing. All communication stays on the platform for your protection.

Booking Protection

If a sitter needs to cancel at the last minute, our team will help you find alternative care as quickly as possible.

Safety tips

Always do a meet & greet

Meeting face to face before booking is the best way to find a good match. Discuss your pet's routine, needs, and any special requirements.

Keep it on the platform

All communication and payments through Petbnb ensure your booking is covered by our insurance and guarantee. Off-platform bookings are not protected.

Complete your pet's profile

A complete pet profile helps the sitter provide the best care and is required for our veterinary guarantee to apply.

Our Community Guidelines

These guidelines outline the role each of us plays in creating safe and positive experiences.

Pet owner's role

  • Communicate respectfully and respond to messages promptly.
  • Complete a detailed pet profile, including care instructions, health information, and emergency contacts.
  • Organise a meet & greet before the booking to ensure the sitter is a good match for your pet.
  • Keep all communication and payments on the Petbnb platform to ensure your booking is covered.
  • Provide honest and accurate reviews to help other pet owners and sitters.

Sitter's role

  • Communicate respectfully and respond to messages within 24 hours.
  • Accurately complete your profile and honestly represent your skills and experience.
  • Provide a safe environment for pets and take proactive measures in case of health issues.
  • Keep all communication and payments on the Petbnb platform.
  • Clearly inform pet owners of any special circumstances, such as other animals present during the booking.
  • Respect the privacy and belongings of pet owners.

Petbnb's role

  • Treat everyone in the community with respect and take action against inappropriate behaviour.
  • Make it easy for pet owners to find verified, reliable sitters.
  • Verify every sitter through identity checks and manual review.
  • Assist and mediate in the event of a dispute between pet owners and sitters.
  • Provide 24/7 support and insurance coverage for all bookings made through the platform.

Questions?

Our support team is happy to help with any questions about safety or your coverage.

Contact Support