Trust & Safety
If something goes wrong
during a sitting
Here is exactly what to do — step by step — for every type of incident.
Life-threatening emergency?
Call 911 first. Then email hello@tailmate.org with subject line “URGENT Incident Report” — we monitor this address and prioritize flagged messages.
What to do by situation
Pet injury or illness
Act now- 1
Get vet care immediately
Don't wait. Take the pet to the nearest open vet clinic — emergency care first, paperwork second. If the owner is unavailable, proceed with treatment.
- 2
Reach the pet owner
Call or message the owner right away. If they don't respond within 30 minutes, message them on Tailmate and try any emergency contact they listed.
- 3
Document everything
Photograph the injury, keep all vet invoices, write down what happened and when. This documentation is required for any Tail Zen Protection claim.
- 4
Report to Tailmate within 48 hours
Email hello@tailmate.org with subject "Incident Report" — include the sitting dates, both member names, a description of what happened, and attach your documentation.
Tail Zen: Tail Zen Protection covers eligible vet expenses above $500 CAD up to $10,000 CAD per incident, when the responsible member fails to pay. See full coverage terms.
Property damage
- 1
Document the damage right away
Take clear photos or video of any damaged items before anything is moved or cleaned up. Note the date and time.
- 2
Message the other member
Raise the issue calmly on Tailmate — written records on the platform are the most useful evidence. Request a response within 24 hours.
- 3
Get a repair or replacement estimate
A quote from a hardware or repair store is accepted as documentation. Keep receipts for any costs already incurred.
- 4
Report to Tailmate if unresolved
If the responsible member doesn't respond or refuses to cover the damage, email hello@tailmate.org with "Incident Report" in the subject line. Include photos, the estimate, and the message thread.
Tail Zen: Tail Zen Protection covers eligible property damage above $250 CAD up to $1,000 CAD, when the responsible member fails to pay. See full coverage terms.
Safety concern
Act now- 1
Leave if you feel unsafe
Your safety comes first. If you feel threatened — by a member, by an animal, or by a situation — leave immediately. Don't try to resolve it on the spot.
- 2
Call 911 if it's an emergency
For genuine threats to your safety or someone else's, contact local emergency services first. Tailmate support is not a substitute for emergency responders.
- 3
Report to Tailmate immediately
Email hello@tailmate.org or use the "Report" button on the member's profile. We treat safety reports as urgent and review them within one business day.
Tail Zen: We take safety reports seriously. Action ranges from a formal warning to immediate and permanent account suspension, depending on the severity. See full coverage terms.
Member dispute
- 1
Message the other member first
Most disputes — a late pickup, a miscommunication about care instructions, unmet expectations — can be resolved directly. Start there.
- 2
Give 48 hours for a response
Allow reasonable time for the member to reply. If you send a message in the evening, wait until the following day before escalating.
- 3
Escalate to Tailmate if needed
If you can't reach an agreement, email hello@tailmate.org with "Dispute" in the subject line. Include the sitting dates, both member names, the issue, and the message thread.
Tail Zen: We mediate — we don't arbitrate. Our goal is to help both members reach a fair resolution. In serious cases we may issue policy reminders or restrict accounts. See full coverage terms.
After you report — what to expect
Within 48 h
Acknowledgement
We confirm receipt of your report and may ask follow-up questions.
Within 5 days
Review
We review documentation, contact both parties, and assess the situation.
Within 14 days
Resolution
We communicate our decision — whether that's mediation support, a Tail Zen claim approval, or account action.
Complex claims may take longer. We'll always keep you informed of the status.
Common mistakes to avoid
Agree to off-platform cash settlements. They void your eligibility for Tail Zen Protection and create disputes we can't mediate.
Delete messages or photos. Documentation is your strongest asset in any claim. Keep everything.
Wait more than 48 hours to report. Late reports are harder to substantiate and may not be eligible for Tail Zen Protection.
Confront an aggressive or unsafe member directly. Step back, leave, then report.
How to submit a report
Email hello@tailmate.org with subject line “Incident Report — [Your name]” and include:
- Sitting dates (start and end)
- Full name of the other member
- A clear description of what happened and when
- Photos, vet invoices, repair estimates, or other documentation
- A screenshot of relevant Tailmate messages
- What outcome you are seeking
Tail Zen Protection is automatic for active members
You don't need to purchase separate insurance. Tail Zen covers eligible vet expenses, property damage, and third-party injury costs when a sitting is confirmed on Tailmate and the responsible member fails to pay. Read the full terms.
Questions that aren't urgent? hello@tailmate.org