If your pet becomes unwell or is hurt during a booking, your sitter acts on how serious it is and contacts you (or your emergency contact) as soon as possible. 

• Emergency: the sitter takes your pet straight to the nearest open Emergency Vet first and calls you on the way.
• Minor concern: the sitter is expected to contact you and can book an on-demand Video Vet consult for fast advice (link in the footer of the PetCloud website). Sitters and Owners are asked to inform PetCloud of any incidents: escalations@petcloud.com.au

As the pet owner, you're responsible for your pet's vet costs during a booking. If you have pet insurance, you may be able to claim on your own pet insurance policy.

Before you go

• Check your pet insurance covers your pet while in someone else's care.
• Agree a Vet Emergency treatment spending limit eg. $2000 with your sitter and how the vet will be paid - emergency vets usually ask for payment up front.
• Leave your regular vet's details and an emergency contact who can make decisions if you can't be reached.

How to lower the risk in the first place

Pet Insurance only helps after something has gone wrong. PetCloud focuses on preventing claims and stress, through vet-endorsed training for sitters and by helping Pet Owners to make safer choices before the stay.

• Choose a sitter who has completed vet-endorsed training, which covers risks like heatstroke.
• Meet in person first. At the Meet and Greet, go through PetCloud's Property Safety Checklist together to spot escape routes and hazards. If the property isn't suitable, choose a different sitter and property.
• Pack your pet's usual food for the whole stay. Sudden diet changes are a common cause of upset stomachs.
• Ask which other pets will be there and make sure they're compatible with yours.
• Check the forecast and brief your sitter, especially if your pet is a flat-faced breed (such as a pug or bulldog), as they overheat more easily.