Requesting Covers

COVID-19 Cover Leniency

Wag! takes the health and safety of the community seriously. Due to the circumstances surrounding COVID-19, Wag! is temporarily adjusting the cover policy to be more lenient, which will reduce the potential impact on your Walker Score. Wag! would like to remind everyone using the Wag! platform to follow advice from public health officials and to prioritize your health and safety as well as that of everyone around you.

Request a Cover

In the event you’re unable to complete a service, you may request a cover through the Walker App. Requesting a cover makes the service available for another pet caregiver to accept. While we understand you may need a cover on a rare occasion, repeated use of covers may affect future opportunities to request services. More importantly, it results in a poor experience for the pet parent and their dog.

How do I submit a cover?

To request a cover, navigate to your "Booked Walks" page and tap the emergency bell in the top right-hand corner of the screen. 

Does submitting a cover affect my ability to book services?

While there may be rare occasions where you need a cover, repeated use of this capability or calling Support to request a cover may affect your cancellation rating (which is part of your Walker Score). This can negatively impact future opportunities to request walks. More importantly, it results in a poor experience for the pet parent and pup.

What if the pet parent requests a cancellation?

If a Pet Parent needs to cancel a service, they need to do so in the "Schedule" tab of the Wag! App. Submitting a cover at the request of a pet parent can affect your cancellation rating (which is part of your Walker Score).

Running Late

Running Late?

If you are running late for a scheduled service, please communicate with the Pet Parent and update your ETA. If you fail to do so, a cover may be created for the schedule and you will not receive a payout or a cancellation fee for the service.

Schedule Changes

If a Pet Parent Requests a Schedule Change

If a Pet Parent reaches out to you to request a schedule change including a change in time, an extension, an addition to dog count, or a cancellation, please redirect them to the Wag! App, where they can make changes to their schedule under the Upcoming Services tile.

If you believe a Pet Parent's schedule has been double booked, please contact Wag! via chat by visiting the "Help" tab in the app.