Your pet. Protected.
Every single time.
Every booking on UrPetPals is backed by a satisfaction guarantee, live GPS tracking, verified providers, and a support team that actually picks up. Rover doesn't come close.
What the Guarantee covers
Six layers of protection. Not one. Six.
Satisfaction Guaranteed
If your experience isn't what you expected — for any reason — contact us within 24 hours. We'll investigate, mediate, and if warranted, issue a full refund. No small print. No runaround.
Every Provider Vetted
Before any provider can accept a booking, we verify: photo ID, a video introduction, references, and we check they hold public liability insurance. Only approved providers appear on the platform.
Live GPS on Every Walk
Every walk is tracked live. You receive the route map on your phone before, during, and after. No guessing, no wondering. You know exactly where your dog is at every minute.
Photo Updates Guaranteed
Your provider sends photo updates during every walk or visit — automatically. Happy dog, happy owner. And if updates stop without explanation, our support team follows up within the hour.
Secure Payments via Stripe
All payments go through Stripe — the same infrastructure used by Deliveroo, Airbnb, and Amazon. Your card details never touch our servers. Payments are only released to providers after service completion.
Emergency Support
If anything goes wrong mid-walk, you can reach our support team in real time. For genuine emergencies, we're here — not a chatbot, not a ticket queue. A human who can act.
How we stack up
Protection that actually protects — not just words on a website.
Rover comparison based on publicly available information. Facebook/Gumtree have no platform-level protection.
How to use the Guarantee
Three steps. That's it.
Contact us within 24 hours
Email support@urpetpals.com or use the chat on your booking confirmation page. Tell us what happened.
We investigate immediately
We'll review GPS data, photo updates, provider communications, and any evidence you share. Response within 2 hours.
We make it right
Replacement booking, credit, or full refund — whichever fits. We decide fairly. We always err on the pet owner's side.
Guarantee FAQs
What does the Guarantee actually cover?
It covers every service booked through UrPetPals. If your provider doesn't show, cancels last-minute, or the service doesn't match what was described — contact us within 24 hours and we'll make it right. That means a replacement provider, a rebooking credit, or a full refund depending on the situation.
Are providers insured?
All UrPetPals providers are required to hold public liability insurance before being approved. We check this at the vetting stage. We strongly recommend providers also hold specialist pet business insurance — which covers things like vet bills in the event of an incident.
What if my dog gets injured during a walk?
Contact us immediately. We will connect you with the provider, escalate as needed, and guide you through any insurance claim. Our providers are required to carry public liability cover. In the event of a vet visit, we will support you in claiming against the provider's policy.
What if my provider cancels last minute?
If a provider cancels within 24 hours, we'll immediately search for a replacement in your area. If we can't match you in time, you receive a full refund — automatically, no forms to fill in.
How is UrPetPals different from Facebook or Gumtree?
Night and day. On Facebook or Gumtree, you have zero protection. You're dealing directly with a stranger. On UrPetPals, every provider is vetted, every walk is GPS-tracked, every payment is protected, and our guarantee covers you if anything goes wrong. You're not just hiring a dog walker — you're hiring peace of mind.
Can I cancel my booking?
Yes. Cancellations made more than 24 hours before the booking receive a full refund. Cancellations made less than 24 hours before are subject to a 50% cancellation fee to protect the provider's time. Emergency situations are handled case-by-case — just contact us.
Book with confidence.
We've got your back.
Every booking is protected. Every provider is vetted. Every walk is tracked live. That's not a promise — it's our operating standard.