Wag! recognizes that sometimes services don’t go according to plan. In the rare event that something goes wrong, we are committed to our community. The Wag! Customer Claims policy outlines the possibility of reimbursement for costs arising from certain injuries or damages. You can read the entire policy on our dedicated Trust & Safety site.
Home damages must be a direct result of the care provided during a Wag! service and the Wag! Customer Claims policy reimburses in the event the pet caregiver is unwilling or unable to pay those costs. You can read specifics about what’s covered here.
What are the requirements to submit a claim?
Pet parents must first have made an attempt to resolve any dispute with the pet caregiver. If the claim is one that could be covered, such claims must be submitted within 7 days of the service during which the injury or damages took place.
If your claim is approved, you can expect a reimbursement decision from Wag! within 14 days. Depending on your bank, funds may take an additional 7 business days to be available in your account.
Please note that the above policy applies only to pet parents using the Wag! platform and does not apply to pet caregivers nor pet parents outside of the Wag! platform. You can read the entire policy on our dedicated Trust & Safety site.
Incident Resolution Guidelines
All Kinds of Dog Collars
Helpful tips on dog collars. Including specific instructions about your dog's collar within the schedule notes is always recommended!
All Kinds of Harnesses
Helpful tips on harnesses. Including specific instructions about your dog's harness within the schedule notes is always recommended!
What to Do if Your Dog Gets Off Leash
Helpful suggestions if your dog gets off leash. Including specific instructions about your dog within the schedule notes is always recommended!
How to Walk a Dog
Helpful suggestions on how to walk a dog. Including specific instructions about your dog's preferences within the schedule notes is always recommended!
Helpful suggestions on equipment. Including specific instructions about your own dog's equipment within the schedule notes is always recommended!
Understanding Leash Aggression
Helpful tips on understanding leash aggression. Including specific instructions about your dog's triggers within the schedule notes is always recommended!
Getting a Dog In and Out of a Crate
Helpful tips on how to get a dog in and out of a crate. Including specific instructions about your dog's crate within the schedule notes is always recommended!
When a Dog Doesn't Want to Walk
Helpful suggestions on encouraging a dog to take a walk. Including specific instructions about your dog's preferences within the schedule notes is always recommended!
Doggie Daycare & Overnights
This video includes helpful tips for a successful overnight service with a Pet Caregiver. Including specific instructions about your dog and home within the schedule notes is always recommended!
We know the novel coronavirus ("COVID-19") is on many of our minds. As we all continue to monitor the situation very closely, we wanted to share that Pet Caregivers continue to be available for walking, sitting, boarding, and training on the Wag! platform. The health and safety for Pet Caregivers, Pet Parents, and their dogs are and always will be our highest priority. In situations such as this, we understand that we need to evolve the Wag! platform to help do our part to best serve the community as safely as possible.
Below you’ll find information on recent platform changes, including Socially Distanced Services, the dedicated COVID-19 Tip function, and our COVID-19 Resource Center and FAQs. We will continue to monitor the situation and provide updates as they become available.
Socially Distanced Services
Pet Parents may update their Home Access notes to request a service as a socially distanced service and to provide specific instructions to help limit physical interactions. Here is an example of simple measures you can take when performing socially distanced services:
Requesting a “socially distanced service” -- When requesting a walk through the Wag! platform, pet parents can update the "How to get in" section with the socially distanced service request and any relevant instructions to help limit interaction. For example: "Socially Distanced Service - I’ll have Fido ready with a harness and leash on. Please knock or message me in-app when you arrive and I’ll open the front door and hand the attached leash to you."
Preparing your dog -- Put on the dog’s harness and leash in advance of the pick-up and walk.
Ensuring a smooth handoff -- Pet Parents can message their Pet Caregiver in-app to remind them of the request for a socially distanced service. When the Pet Caregiver arrives, simply hand the leash off. Lastly, remember to wash your hands before handling the leash and after both pick-up and drop-off and follow advice from public health authorities like the CDC.
Dedicated COVID-19 Tip Function
To support the Pet Caregiver community in defraying the cost of additional COVID-19 related safety supplies, pet parents now have the option to give a “Dedicated COVID-19 Tip.” This provides a mechanism for a Pet Parent to help pay for gloves, hand sanitizer, as well as any other essential equipment.
COVID-19 Resource Center and FAQs
For your informational purposes, we have created a COVID-19 Resource Center and Frequently Asked Questions article so you can keep yourself updated on the impact and best practices for you and your pets with the Wag! platform. We’ll continue to update the community on additional solutions and recommendations to help Pet Parents stay safe and healthy during these unique times.
We ask that Pet Parents and Pet Caregivers follow the guidance of the CDC and the below tips to help prevent the further spread of the virus:
If you or a household member feel sick, please help keep Pet Caregivers safe.
Frequently wash your hands with soap and water for at least 20 seconds if soap and water are not readily available, clean hands by using alcohol-based hand sanitizer that contains at least 60% alcohol, including immediately before and after a service is completed.
When coughing or sneezing, cover your mouth and nose with the inside of your elbow or tissue – throw tissue away immediately and wash hands.
Avoid close contact with anyone who is sick, and please seek medical care if you have a fever and symptoms, such as cough and/or difficulty breathing.
We are prepared to navigate these challenging circumstances with the Wag! community’s health and safety in mind. Our services will continue, along with 24/7 customer support, and we thank you in advance for working with us to ensure the Wag! platform operates as safely as possible.
Social Distanced Pet Care: This Pet Caregiver has completed the socially distanced pet care course.
Zip Code Badges: This Pet Caregiver has completed services in the listed number of zip codes.
Breed Badges: This Pet Caregiver has completed several services for the breed listed.
Can I request a specific pet caregiver?
For your convenience, you will be matched with a pet caregiver who can accommodate your schedule and needs. If you have selected preferred walkers, those walkers will be given priority before allowing other walkers to request the walk. In the case of an ASAP walk, your preferred walkers will be notified that a walk has become available, but will not be given priority. Please note this doesn’t guarantee your preferred walker will be available to walk your pup.
Can I meet my pet caregiver?
Yes! We offer Meet and Greets to any pet parent who wants to spend some time getting to know a pet caregiver. This is also a great option for any dog who might be more comfortable meeting a pet caregiver with their owner present, or for owners who want to point out any tendencies their dog may have that the pet caregiver should be aware of before the walk. When scheduling your recurring walk, just opt to meet your pet caregiver!
You can recommend a Pet Caregiver to other Wag! Pet Parents by filling out a short survey from the link they provide via in-app chat or text message.
NOTE: You must complete the recommendation process on a mobile device with the most up to date version of the Wag! App. The minimum versions required are iOS 3.34 and Android 1.89.
What are Recommendations?
Recommendations are written statements from pet parents that appear on Pet Caregivers’ public Walker Profiles.
How do I recommend a Pet Caregiver?
When a Pet Caregiver is approved to use the Wag! platform, they will receive a recommendation link, through which you can speak to the Caregiver’s aptitude to be a pet care professional. Follow the link, log in or sign up with your email address or Facebook account, and fill out the short Recommendation survey. We appreciate your honest feedback. The more Recommendations a Pet Caregiver has, the higher their Walker Score will be!
If you need to re-download the Walker App, click here from your mobile device.
Pet Caregiver Endorsements
You can endorse a Pet Caregiver to the Wag! platform by filling out a short survey from the link they provide.
NOTE: You must complete the endorsement process on a mobile device. Please open the link sent to you on your mobile device to endorse a Pet Caregiver.
How do I endorse a Pet Caregiver?
When a Pet Caregiver applies to the Wag! platform, they will receive an endorsement link, through which you can speak to the applicant’s aptitude to be a pet care professional. Follow the link, sign up with your email address or Facebook account, and fill out the short endorsement survey. We appreciate your honest feedback. The more endorsements an applicant has, the faster their application may be processed!
Why do I have to download the app to endorse an applicant?
During the application process, we require the endorser to download our app to verify your identity and ensure that the endorsement is valid.
Are off leash activities available?
All walks with Wag! are on-leash walks. To ensure the safety of your dog, we do not recommend any off-leash activities beyond your home’s fenced yard.
Do pet caregivers walk my dog with other people’s dogs?
No. Your pup is the sole focus on each walk. Each pup has different needs, and the best way to serve those needs is through a one-on-one experience. In the case that you have more than one dog in your household, pet caregivers will walk them together per your request, up to three dogs at a time.