Pet Lounge Protection Fund

What is the Pet Lounge Protection Fund?

At Pet Lounge, the safety and wellbeing of every pet in our care is our highest priority. We know that even with the most careful, loving sitters, unexpected accidents can happen. That is why Pet Lounge maintains a dedicated Protection Fund - a financial reserve set aside specifically to help in those rare and difficult moments.

The Protection Fund is financed by Pet Lounge Global AB itself, contributing 1% of monthly net platform profits every month into a dedicated fund account. It exists because we believe that when something goes wrong with a pet in our care, we should be there to help - not hide behind small print.

How to Qualify

To be eligible for Protection Fund assistance, ALL of the following conditions must be met:

• The Booking must have been confirmed and paid in full through the Pet Lounge Platform.
• The incident must have occurred during the confirmed Booking dates - not before, after, or during a Meet & Greet.
• The injury must be accidental in nature (not illness, not pre-existing, not caused by sitter negligence).
• The incident must be reported to Pet Lounge within 48 hours of the Booking ending.
• All required documentation must be submitted within 14 days of the incident.
• Your pet must be vaccinated, parasite-free, and in good general health at the time of the Booking.
• The Booking must have been made at the standard Platform rate (not outside the platform).

What Can Be Covered

*Premium Protection does not cover medical costs for sitters. Sitters should rely on their own health insurance for personal injuries.

What Is NOT Covered

How to Make a Claim

If something goes wrong during a Booking, please follow these steps:

1. 01

   Contact Pet Lounge immediately at chamodi@petlounge.se - within 48 hours of the Booking ending.

2. 02

   If your pet needs urgent veterinary care, seek treatment immediately. Do not delay care while waiting for Fund approval.

3. 03

   Try to contact the Sitter first to inform them of the situation.

4. 04

   Pay veterinary or repair costs upfront. If your claim is approved, Pet Lounge will reimburse eligible costs.

5. 05

   Submit your claim documentation within 14 days of the incident (see documents required below).

6. 06

   Pet Lounge will acknowledge your claim within 3 business days.

7. 07

   A decision will be communicated within 14 business days of receiving complete documentation.

Documents Required for a Claim

• Booking reference number (proof of confirmed and paid Platform Booking).
• Date, time, and location of the incident.
• Detailed written description of what happened.
• Photos and/or videos of the injury or damage.
• Original veterinary invoices and receipts with diagnosis and treatment details.
• Written veterinary report confirming the injury was accidental and not pre-existing.
• Screenshot of any relevant messages between Pet Owner and Sitter.
• Your pet's vaccination records (if applicable to the claim).

Claims Assessment

All claims are reviewed individually by Pet Lounge. We assess each case based on:

• Whether all eligibility conditions are met.
• The completeness and quality of documentation provided.
• The nature and circumstances of the incident.
• Current availability of funds in the Protection Fund account.

Pet Lounge's decision is final. Contributions from the fund are entirely at Pet Lounge's discretion and are not a legal entitlement.

Frequently Asked Questions