Yourgi Guarantee FAQ

Overview

We want you to feel confident every time you book pet care through Yourgi. If something doesn't go as expected with a Yourgi Pro service, the Yourgi Guarantee gives you a way to let us know so our Care Team can review what happened and help make it right.

The Yourgi Guarantee applies to eligible services booked and completed through the Yourgi platform.

Frequently Asked Questions

What is the Yourgi Guarantee and which bookings are covered?

The Yourgi Guarantee provides protection when a Yourgi Pro service doesn't meet the standard of care you expected.

The Guarantee applies to eligible Yourgi Pro services booked and completed through Yourgi.com, the Yourgi iOS app, or the Yourgi Android app.

Services arranged or completed outside of the Yourgi platform, including bookings made directly with a Pro through text, phone, email, another website, or another app, are not eligible.

What qualifies for a Yourgi Guarantee claim?

Your claim must relate directly to the service provided. Eligible situations may include:

• Your Yourgi Pro cancelling during the service or within 7 days of the scheduled booking.
• Your Yourgi Pro not following the care instructions you provided.
• Your Yourgi Pro not providing the standard of care reasonably expected from a professional pet care provider.

General dissatisfaction without a service-related reason is not enough to qualify for the Guarantee. All claims are reviewed individually by the Yourgi Care Team.

How long do I have to submit a claim?

You have 7 days after the service is completed to submit a claim.

Claims submitted outside of the 7-day window are not eligible under the Yourgi Guarantee.

How do I submit a claim?

You can submit a Yourgi Guarantee claim by:

• Completing the claim form at yourgi.com/guarantee
• Emailing claims@yourgi.com
• Calling 888-887-3875

What happens after I submit my claim?

The Yourgi Care Team will review your claim and determine whether it is valid. Our team may contact you if additional information is needed as part of the review.

If your claim is validated, you will receive a coupon code toward a future Yourgi Pro service within 5 business days after validation.

How will I be credited if my claim is approved?

Approved Yourgi Guarantee claims are issued as a coupon code, not as cash or a refund to your original payment method.

The coupon is equivalent to the eligible service amount associated with the claim, subject to the Yourgi Guarantee limits. It can be applied toward a future Yourgi Pro booking and is valid for 12 months.

Are there limits on Yourgi Guarantee claims?

Yes. The following limits apply:

• Maximum of 1 claim per calendar month
• Maximum of 12 claims per calendar year
• Maximum of $300 per calendar month
• Maximum total credit value of $1,200 per customer per calendar year

Does the Yourgi Guarantee include pet insurance?

No. The Yourgi Guarantee is not pet insurance.

Yourgi Pros may have access to general liability and other coverage, but participation in that coverage is optional for the Pro. Pet Parents are responsible for maintaining any insurance coverage they feel is appropriate for their pets.