Trust & Safety
We care deeply — and we want to be honest with you.
Tailmate connects neighbours who love animals. We do a lot to make those connections safe. We're also honest about what we can and can't control. No platform can guarantee the behaviour of every person on it — but we give you the tools to make every exchange as safe as possible.
Before your first sit
Build a detailed pet profile
A strong pet profile is your first safety tool. Include temperament, medical needs, medications, dietary restrictions, your vet's contact, and any quirks your host needs to know. The more detail you provide, the better the match.
Read reviews before committing
Every member builds a public review record over time. Read what other members have written before accepting or requesting an exchange. Patterns of consistent reviews — positive or concerning — show up here. Take them seriously.
Arrange a Meet & Greet first
We strongly encourage a free, no-pressure meeting before any exchange is confirmed. A 15-minute meet at a local park lets you see how your pet reacts to the host, walk through routines, and ask any questions before committing. This one step prevents most difficult exchanges.
During care
Communicate through the platform
Use Tailmate's messaging system to stay in contact during an exchange. This keeps a clear record of any arrangements or concerns, and protects your personal contact information until you're comfortable sharing it.
Share everything your host needs
Before an exchange, send your host your vet's contact details, feeding schedule, any dietary restrictions or medications, emergency instructions, and a backup contact in case you're unreachable. Don't assume they'll figure it out.
Dual-blind reviews keep everyone accountable
After every exchange, both members leave a review — but neither party sees the other's review until both have submitted. No retaliation, no rating inflation. Just honest feedback that helps the whole community.
If something goes wrong
Medical emergencies
If your pet gets sick or injured while in another member's care:
- The host contacts you immediately.
- If your pet needs a vet, the host takes them — using the vet details you provided.
- If the host can't reach you, they use the emergency contact you listed.
- Contact Tailmate at hello@tailmate.org — we'll help mediate if needed.
Property damage
If your pet damages the host's property — or a host's pet damages yours — members are expected to communicate directly and work it out. Take photos of any damage promptly, discuss calmly through the platform messaging system, and consider pet liability insurance (available through most Canadian home or renters insurance providers).
Tailmate is not liable for property damage caused by pets during member exchanges.
Disputes between members
If you and another member can't resolve a dispute on your own, contact us at hello@tailmate.org. We'll review the situation and may mediate between both parties, suspend an account pending investigation, or remove a member who has violated our Community Guidelines. We will always listen.
Our limits — what Tailmate is not responsible for
We want to be honest with you about this. Tailmate is a community platform — we connect members, we don't employ them. Members who host, walk, or sit your pet are independent community members, not Tailmate employees or contractors.
Under Canadian law, marketplace platforms have limits on their liability for the actions of third-party members. That means:
- Tailmate is not liable for injuries, losses, or damages caused by another member's actions or negligence.
- Tailmate does not conduct criminal background checks on members.
- Tailmate does not provide pet insurance or personal liability coverage.
- Tailmate cannot guarantee the accuracy of every piece of information posted by members — including vaccination records, reviews, or pet profiles.
We're neighbours too.
The team behind Tailmate are Toronto residents and pet owners. We built this because we needed it. We take every safety concern seriously — not because we have to, but because these are our neighbours and their animals.
If something worries you, please tell us. We read everything.
hello@tailmate.org