The Pawsible Promise

Peace of mind for every booking.

Pawsible is a community marketplace connecting cat owners with local, trusted cat sitters — the largest community of cat parents in the Bay Area. Every booking on Pawsible is backed by the Pawsible Promise: a commitment to reliability, love, and genuine care, plus a defined incident-support program in the rare case something goes wrong.

This page summarizes how the Pawsible Promise works. For the full legal terms, see our Terms of Service.

What the Pawsible Promise covers

When an eligible incident occurs during a reservation booked and paid through Pawsible, we may reimburse reasonable costs up to the Pawsible Promise limit. This is a community-support program — not an insurance contract — and does not replace any pet, renter, or homeowner insurance you may have.

Coverage limit

• $2,000 maximum per occurrence. This is the absolute ceiling Pawsible will contribute toward any single incident, regardless of the total cost incurred.

Reporting window

• Incidents must be reported to Pawsible during the reservation, or within 48 hours of the reservation’s end date.
• After this window, our ability to assist will be very limited. We recommend reporting as early as possible and keeping all receipts, photos, and vet records.

Sitters with Special Care experience

Many Pawsible sitters have experience caring for pets that require medication, special diets, or have ongoing medical conditions. When booking, you can filter for sitters tagged with Special Care experience to match your cat’s needs.

Refund policy

• Before the reservation starts: Cancel for a full refund.
• After the reservation starts: A partial refund is available based on the time remaining in the reservation.

Lost-cat exclusions

The Pawsible Promise does not apply to any reservation involving the following situations:

• Indoor/outdoor cats — cats whose routine includes any unsupervised outdoor access, including patio, catio, or cat-door access
• Outdoor-only cats
• Feral cats
• Any cat intentionally let outside of the home at any point during the reservation, per the request of the owner

If your cat is one of the above, please discuss arrangements directly with your sitter; the Pawsible Promise will not provide coverage for incidents involving these cats.

What is not covered

• Pre-existing medical conditions
• Sudden illness, injury, or death from natural causes
• Incidents occurring outside the booked reservation window
• Incidents arising from communication or arrangements made outside the Pawsible app
• Preventive care, routine vet visits, or wellness expenses

On-platform communication is required

The Pawsible Promise only applies to reservations where all communication, scheduling, payment, and updates happen inside the Pawsible app.

When communication, scheduling, or payment happens inside the app, Pawsible can review the record of what was agreed and what occurred. When communication moves to text messages, phone calls, email, social media, or any other channel outside Pawsible, we have no way to:

• Verify what was agreed to between owner and sitter
• Detect early warning signs of an issue
• Confirm the timeline and details of an incident
• Intervene before a problem escalates

For this reason, incidents arising from off-platform communication, scheduling, payments, or arrangements are not eligible for Pawsible Promise reimbursement, and may also constitute a violation of our Terms of Service.

If a sitter or owner asks you to move the conversation off Pawsible, please report it to support@pawsible.io.

How to report an incident

Contact Pawsible support immediately through the app, or email support@pawsible.io. Please include the reservation ID, a description of what happened, photos or vet documentation if applicable, and any receipts you would like considered for reimbursement.

Human support, 7 days a week

Friendly help is always available, 7 days a week. We’re here to make sure every Pawsible booking ends with happy cats and happy humans.