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 your Pet Parent Favorability. More importantly, it results in a poor experience for the Pet Parent and their pet.
How do I cancel a service?
You can submit a cover from the Home Screen of the Walker App:
- Tap "Booked" (the calendar icon) →
- Tap the red bell →
- Tap "Request a Cover" →
- Tap "Yes" & select the service(s) for which you need to submit a cover.
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 Pet Parent Favorability). More importantly, it results in a poor experience for the Pet Parent and their pet.
I submitted a cover and now I can't book a service! Why?
High cover rates and no-shows may negatively impact the way Pet Parents rate you and may affect your ability to request new opportunities. If you are unable to request opportunities due to frequent cover requests, try again in 24 hours. Covers submitted or schedules missed during or after this 24 hour period may result in an impact to your ability to request opportunities for up to two weeks.
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 Pet Parent Favorability).
