The Yourgi Guarantee
Your pet's in great hands. So much so, we guarantee it. If your Yourgi Pro cancels last-minute, doesn't follow your care instructions, or falls short of the standard your pet deserves, let us know within 7 days. Our Yourgi Care Team will review your claim and, if valid, issue a coupon toward your next booking within 5 business days.
We want you to be happy with the service you book on Yourgi. If something's off, we're here to listen, resolve it quickly, and make it right.
OUR PROMISE
We make it right.
Period.
If your Yourgi Pro cancels last-minute, misses your care instructions, or falls short of what your pet deserves, we step up swiftly to make it right. No runarounds.
EVERY SERVICE, ONE STANDARD
Pros worth trusting with your pet.
Every Yourgi Pro is vetted before they ever meet your pet, across all service categories we offer. Whether it's boarding, grooming, dog walking, or daycare, you're always getting someone who cleared the same high bar. One platform, one standard, every time.
BUILT AROUND YOUR PET
The right Pro finds you, not the other way around.
You shouldn't have to scroll through hundreds of profiles hoping something clicks. Yourgi helps match your pet to the right Pro based on your pet's specific needs and traits, so the fit is right before anyone shows up at your door. Smart matching, backed by our guarantee.
HOW THE YOURGI GUARANTEE WORKS
Book a Yourgi Pro Service
The guarantee applies exclusively to completed services booked through a Pet Care Services Provider (“Yourgi Pro”) on the yourgi.com website and any mobile applications linked to the yourgi.com website (“Yourgi Platform”). Services booked or fulfilled outside of the Yourgi Platform are not eligible. This guarantee is subject to the Yourgi Terms of Service.
Something Wasn't Right? Tell Us
If you're unsatisfied with the service, you have 7 days after the service is completed to file a claim. Your claim needs to relate to the quality of the service. Vague or unsupported claims aren't eligible. Examples of eligible claims include a Yourgi Pro cancelling during the service or within 48 hours of the scheduled booking, a Yourgi Pro not following the care instructions you provided, or a Yourgi Pro not treating your pet with the standard of care expected of a professional.
File Your Claim
Submit via the claim form at yourgi.com/guarantee, by email at claims@yourgi.com, or by calling 888-887-3875. All claims will be handled by the Yourgi Care Team.
We Review and Resolve
The Yourgi Care Team will review your claim and make a determination on the validity of the claim. If the Yourgi Care Team determines your claim is valid, you will receive a coupon code to apply to a future service booked on the Yourgi Platform within 5 business days after validation. The coupon code will be valid for 12 months.
CLAIM PROCESS
Step 1
Submit claim - Online form, email, or phone
Step 2:
Validate - Care Team reviews and validates
Step 3:
Coupon Code issued - Coupon code equivalent to service amount from claim
Step 4:
Rebook – Apply your coupon code at next checkout
FAQS
Yes. To keep the Yourgi Guarantee sustainable and genuine, each customer is limited to 12 claims per year and a maximum credit value of $1,200 per year. These limits are designed to protect against misuse while still delivering on our promise for customers with validated claims.
Yourgi Guarantee refunds are issued as a coupon code, not refunds or cash. Coupon codes can be used toward any future Yourgi Pro booking and expire after 12 -months.
To qualify for a refund, your claim must relate directly to the service provided. Eligible claims include, but are not limited to: a Yourgi Pro cancelling a booking during the service or within 48 hours of the scheduled booking; a Yourgi Pro failing to follow the care instructions provided; or a Yourgi Pro failing to treat your pet with the standard of care reasonably expected of a professional pet care provider.
All claims are reviewed and decided by the Yourgi Care Team, whose determination is final. Your feedback plays an important role in maintaining the quality of our community and holding Yourgi Pros accountable.
We will not deny claims based on minor issues. However, dissatisfaction unrelated to the service itself, such as a general statement of "I just didn't like it" without any service-related basis, does not constitute a valid claim.
Yourgi offers Yourgi Pros general liability coverage that provides protection against claims for bodily injury or property damage and vet bill reimbursement coverage, but it is up to the Yourgi Pro to accept the coverage. It is your responsibility to ensure you are covered by the insurance you feel is necessary for your pet.
No. The Yourgi Guarantee only applies to services booked and completed through the Yourgi Platform. Arrangements made outside of the YourgiPlatform — directly with a Yourgi Pro or through another app are not covered.
The Yourgi Provider Guarantee
Yourgi is built to be the best and safest place for independent pet care professionals to earn — and we stand behind that promise. Your time, safety, and earnings are protected.
OUR PROMISE
We've got your back. Every booking.
We know that as an independent Provider, your time and reputation are everything. That's why we've built clear protections around your earnings, your safety, and your standing on the platform — so you can focus on doing what you love.
Payment protection
You get paid for every completed service. If a pet parent disputes a charge without valid grounds, we review it fairly — we never claw back your earnings without giving you a chance to respond first.
Last-minute cancellation coverage
If a pet parent cancels within 24 hours of a confirmed booking and you’re unable to provide service, you’ll receive at least 50% of the booking value as a cancellation fee. You blocked your calendar — you shouldn't absorb the cost of a client's change of plans.
Fair claims process
If a pet parent files a guarantee claim involving your service, you'll be notified and given the opportunity to share your side before any determination is made. Both parties are heard. Always.
Dedicated Provider support
Each Provider has access to a dedicated member of our Provider Support team. When something goes wrong or you have questions, there's a direct path to fast help from a human — not just a help center article.
Insurance eligibility
All Yourgi Providers are eligible to enroll in our general liability coverage, which includes protection against general liability, pet protection, vet bill reimbursement, lost key liability coverage, and damage to premises. Coverage is opt-in — enrollment details are available in your Provider dashboard.
Review integrity
We monitor platform activity for fraudulent, coerced, or retaliatory reviews. If you believe a review is unfair, you can dispute it and we'll investigate it. Reviews found to be made in bad faith will be removed from your profile.
Safe working standards
If you report an unsafe situation or a pet that was materially misrepresented — in breed, temperament, or medical needs — we take it seriously. If a pet has a health concern while in your care, you're never on your own. Through our partnership with WhiskerDocs, every Provider has access to a 24/7 veterinary helpline.
How the Provider Guarantee works
Complete a service through the Yourgi platform
The Provider Guarantee applies exclusively to services booked and completed through the Yourgi platform. Services arranged or fulfilled outside the platform are not covered.
Something didn't go as expected? Tell us
If a pet parent cancels last-minute, a pet behaves unsafely, or you have a payment concern, reach out within 7 days of the service date. Our Provider Support team is here to help.
File Your Claim
Submit your claim at claims@yourgi.com, or by calling 888-887-3875. All claims are handled by our dedicated Provider Support team.
We review and resolve
Our Provider Support team will review your claim, reach out if they need more context, and communicate a resolution within 5 business days. You'll always know where your claim stands.
FAQS
A valid cancellation claim occurs when a pet parent cancels a confirmed booking within 24 hours of the scheduled service start time. The cancellation fee will be up to 50% of the booking value (maybe more if you’ve set a more stringent cancellation policy) and is applied automatically where eligible. Cancellations made by the Provider are not covered.
Through our partnership with WhiskerDocs, every Yourgi Provider has 24/7 access to a veterinary helpline staffed by licensed vet specialists. If something seems off during a walk, boarding stay, or any other service, you can connect by phone, chat, or video in seconds — no appointment needed, any time of day or night. WhiskerDocs specialists will help you assess the situation and determine the right next steps, including whether emergency care is needed. WhiskerDocs can be reached at 844-905-4278.
Your safety is priority. If a pet's breed, temperament, or medical needs differ materially from what was disclosed at booking, or if you feel unsafe during the booking, contact Provider Support immediately. We will document the situation and determine next steps. If substantiated, the pet parent will be blocked from future bookings with you. You will not be penalized for ending a service due to a documented safety concern. For health-related issues, WhiskerDocs veterinary support is available 24/7 at 844-905-4278.
You will be notified promptly and given the opportunity to provide your account of events before any determination is made. The Yourgi Care Team reviews both sides of every dispute. A valid pet parent claim does not automatically result in account action against you — each case is evaluated individually and fairly.
All active Yourgi Providers are eligible to enroll in our general liability coverage at no additional cost. Coverage is opt-in and can be activated through your Provider dashboard under Account Settings. Coverage includes protection against claims for bodily injury, property damage, and vet bill reimbursement for services completed through the Yourgi platform.
You can flag any review for investigation through your Provider dashboard or by contacting Provider Support directly. We look for signs of bad faith — including reviews submitted with unsupported guarantee claims, reviews from clients you never served, or reviews containing threats or coercive language. If a review is found to be in bad faith, it will be removed from your profile.
No. The Yourgi Provider Guarantee applies only to services booked and completed through the Yourgi platform. Arrangements made directly with clients — by text, phone, email, or through another app — are not covered by any part of this guarantee.
Built for the Providers who make Yourgi great.
The Yourgi Provider Guarantee is our commitment to making this the best place to build your pet care business, for the long run. You chose Yourgi because it should work for you — not the other way around.