Tail Zen Protection

Coverage at a Glance

All amounts in Canadian dollars, per incident. The Minimum Threshold is what you pay first; Tail Zen Protection covers eligible costs above that amount up to the cap.

1. What Tail Zen Protection Is

Tail Zen Protection is a goodwill member-protection programme maintained by Tailmate. It is not a reserve fund and does not hold ring-fenced capital. Tailmate administers Tail Zen Protection at its sole discretion and pays approved claims out of its own resources.

Subject to these Tail Zen Terms, Tailmate will reimburse certain out-of-pocket costs incurred by an Eligible Claimant when a Responsible Member fails to pay for a Covered Loss.

Key definitions:

• Eligible Claimant — a Member or Sitter who meets all conditions in these Tail Zen Terms for a specific Covered Loss.
• Responsible Member — (a) a Sitter whose acts or omissions directly caused the loss, or (b) a Member whose pet directly caused the loss.
• Third Party — anyone who is not a Member, Sitter, or a roommate, family member, or domestic partner of a Member or Sitter.
• Sitting — a confirmed pet-care arrangement booked entirely through the Tailmate platform and accepted by both parties before the care period begins.

Ontario note: Under the Dog Owners' Liability Act(Ontario), a sitter who takes custody of a dog becomes a “keeper” and may be strictly liable for any bite or attack. Tail Zen Protection does notcover a sitter's legal liability to Third Parties under that Act. Sitters should confirm their home or tenant insurance covers pet-care activities before accepting a sitting.

2. General Conditions

All of the following must be met for any claim to be eligible:

• Active sitting. The injury or damage must have occurred during the confirmed start and end dates of a sitting. Costs from a pre-sitting meet-and-greet or any unbooked period are not eligible.
• Platform booking. The sitting must have been arranged entirely through Tailmate. Off-platform arrangements are not covered.
• Causal connection.The injury or damage must be directly and proximately caused by the Responsible Member's acts or omissions. Consequential or speculative losses are not covered.
• Timely notice. You must notify Tailmate during the sitting or within 48 hours of the injury or damage by emailing hello@tailmate.org. Late notice without a reasonable explanation may result in denial.
• Good-faith cooperation. You must communicate honestly, provide all documentation Tailmate reasonably requests, and disclose any applicable insurance. Providing false information terminates all Tail Zen Protection benefits and may result in account suspension.
• Direct resolution first. Before Tail Zen Protection applies, Tailmate may attempt to help both parties resolve the matter directly.
• Claims review.All claims are reviewed by Tailmate's claims committee. Tailmate will communicate its decision in writing. The decision is final.
• Uninterrupted care.If a Sitter transfers custody of a pet to a third party without the Member's written consent, no claim for losses during that period is eligible.
• TOS compliance. Tail Zen Protection does not cover losses arising from conduct that violates the Tailmate Terms of Use, including care of any animal prohibited by Ontario or Canadian law.

The following losses are excluded under every section:

• Consequential damages, lost income, opportunity costs, or business interruption.
• Non-economic damages — emotional distress, sentimental value, pain and suffering, or permanent disability.
• Losses already paid by any other insurance or indemnity programme (see Section 6 — Offset).
• Damage or injury arising from automotive liability of any kind.
• Losses from acts of nature or circumstances beyond the parties' reasonable control.
• Any loss involving an animal prohibited by applicable Ontario or Canadian law.

3. Covered Losses — Pet Injury

Subject to these Tail Zen Terms, Tailmate will reimburse verifiable veterinary expenses for physical injury to:

• A Member's pet while in a Sitter's care during a confirmed sitting;
• A Sitter's resident pet caused by a Member's pet during a confirmed sitting;
• A Third Party's pet caused by a Member's pet while under a Sitter's care.

Limits: See the Coverage at a Glance table. The Minimum Threshold is payable by the Member for their own pet, and by the Sitter for their resident pet. Reimbursement covers eligible costs above the threshold only.

Additional conditions:

• You must submit, within 14 days of the injury, a written report from a licensed veterinarian specifying costs, diagnosis, confirmation the injury is not excluded, and confirmation it occurred during the sitting.
• Only treatment costs incurred within 30 days of the injury are eligible.

Excluded conditions:

• Costs incurred more than 30 days after the injury, including long-term care.
• Pre-Existing Conditions — any injury, disease, or condition present before the sitting, including urinary tract infections, blood disorders, dental disease, and gastrointestinal disorders.
• Breed-Specific Conditions — e.g. brachycephalic syndrome, hip dysplasia, intervertebral disc disease, patellar luxation, bloat (GDV), cherry eye, hypertrophic cardiomyopathy.
• Chronic Conditions — persistent or long-lasting illnesses including allergies, anxiety, dermatitis, ear infections, cancer, diabetes, epilepsy, and renal disease.
• Orthopedic Conditions — arthritis, cruciate ligament tears, elbow or hip dysplasia, and patellar luxation.
• Undetermined Cause Illnesses — pancreatitis, colitis, autoimmune conditions, respiratory infections (kennel cough, distemper, parvovirus), and gastrointestinal disorders.
• Preventable Illnesses — rabies, parvovirus, leptospirosis, distemper, heartworm, intestinal worms, and other conditions preventable by routine vaccination.
• Fleas, ticks, worms, parasites, or fecal infections contracted or reactivated during the sitting.
• Refusal to authorize medical care; pregnancy; preventative care; grooming; training; boarding; pet food.
• Any costs other than direct veterinary expenses.

4. Covered Losses — Member Property Damage

Subject to these Tail Zen Terms, Tailmate will reimburse a Member for out-of-pocket expenses that a Sitter is legally obligated — but fails — to pay for damage to the Member's personal property (other than pet injury, which is covered in Section 3).

Limits:See the Coverage at a Glance table. Reimbursement will not exceed the lesser of replacement cost or repair cost, at Tailmate's sole discretion.

Additional conditions:

• Within 14 days of the incident, submit clear photographs of the damage, proof of ownership, and receipts or reliable evidence of fair market value or repair cost.
• Only repairs completed within 30 days after the sitting are eligible.

Excluded property:

• Property of the Sitter or anyone in the Sitter's household.
• Damage to a Member's property caused by the Member's own pet.
• Ordinary wear and tear under normal use.
• Intentional damage or theft.
• Automotive vehicles, aircraft, or watercraft.
• Currency, precious metals, securities, or negotiable instruments.
• Crops, timber, or other land features.
• Food, consumables, and perishables.
• Fine art, heirlooms, antiques, jewelry, collectibles, coins, stamps, or items of rarity or archival value.
• Electronic data — photographs, recordings, digital files, software, or cloud-stored materials.

5. Covered Losses — Third-Party Personal Injury

Subject to these Tail Zen Terms, Tailmate will reimburse a Third Party for verifiable out-of-pocket medical costs arising from physical injury caused by a Member's pet while in a Sitter's care during a sitting, where Tailmate's claims committee accepts that the injury would give rise to a valid legal claim.

Limits: See the Coverage at a Glance table. No Minimum Threshold applies to Third-Party injury claims.

Additional conditions:

• The Third Party must submit, within 14 days of the incident, photographs of the injury, verifiable receipts for medical treatment, any explanation-of-benefits documents from a health insurer, and any other information Tailmate reasonably requests.
• Only injuries sustained during a confirmed sitting are eligible.
• Provincial or federal healthcare costs recoverable from a public insurer are excluded.

Excluded claims:

• Claims based on a Sitter's contractual assumption of liability.
• Claims based on defamation, intellectual property, or non-physical personal injury.
• Losses from intentional or criminal acts, including assault.
• Injury to Members, Sitters, or their roommates, family members, or domestic partners.

6. Obligations and Legal Terms

• Cooperation. You agree to provide all evidence, documentation, and information Tailmate reasonably requests. Tailmate has no liability arising from any inspection or failure to inspect.
• Insurance responsibility. Sitters are solely responsible for carrying any insurance required by law. Tail Zen Protection does not satisfy any legal insurance requirement. Tailmate does not verify whether Sitters carry insurance — Members should ask Sitters directly before confirming a sitting.
• Claim settlement. Tailmate may condition final payment on execution of a settlement agreement, which may include a release of claims and a confidentiality obligation regarding the reimbursement amount.
• Offset and subrogation. Tail Zen Protection pays in excess of any other applicable insurance. Tailmate reserves the right to offset reimbursements by amounts recovered from any other party, and retains subrogation rights against any person responsible for the loss. You agree to cooperate fully in any such efforts.
• Amendment and termination. Tailmate may modify or terminate Tail Zen Protection at any time on reasonable notice. Modifications apply to incidents occurring after the effective date. All benefits terminate immediately if you initiate legal action against Tailmate concerning a claim otherwise eligible under these Tail Zen Terms.
• Governing law. These Tail Zen Terms are governed by the laws of Ontario and the laws of Canada applicable therein.

7. How to Submit a Claim

Email hello@tailmate.org with the subject line “Tail Zen Claim — [your name] — [sitting date]”.

Include in your first email:

• Your Tailmate account email address
• The name of the Sitter or Member involved and the sitting dates
• A clear description of what happened, when, and where
• All supporting documents required by the relevant section above

Tailmate will acknowledge your claim within 2 business days. The claims committee will communicate its decision in writing. If approved, payment is processed within 10 business days of receiving all required documentation.

8. What Tail Zen Protection Does Not Replace

Tailmate strongly recommends the following coverage for every Member and Sitter:

• Home or tenant insurance— confirm with your insurer that hosting other people's pets is covered under your policy. Some policies require an endorsement for pet-care activities.
• Pet insurance— covers your own pet's medical costs regardless of where the injury occurs, and is not subject to the thresholds or exclusions above.
• Personal liability coverage — critical for Sitters. Under Ontario's Dog Owners' Liability Act, a sitter who takes custody of a dog is strictly liable as a “keeper” for any bite or attack. Tail Zen Protection does not cover this liability.