Holidog × Holivet Guarantee
Version v3 - Effective as of: February 28, 2026
1. Definitions
For the purposes of these General Guarantee Conditions (the "GGC"), the following terms have the meanings set forth below, whether used in singular or plural form:
- "Platform": the Holidog platform (website and applications) enabling pet-sitting services and bookings.
- "Booking": any pet-sitting service booking confirmed and fully paid through the Platform, for specific dates and duration.
- "Service Provider" / "Pet Sitter": a user offering pet-sitting services through the Platform.
- "Pet Owner": a user entrusting a pet as part of a Booking.
- "Pet": a dog or cat covered by the Booking.
- "Holidog × Holivet Guarantee" or "Guarantee": the limited commercial commitment described herein.
- "Claiming Party": the Pet Owner or Service Provider eligible to request application of the Guarantee under these GGC.
- "Responsible Party": as applicable, (i) the Service Provider whose acts or omissions are the direct, primary and exclusive cause of a Covered Loss, or (ii) the Pet Owner whose Pet is the direct, primary and exclusive cause of a Covered Loss.
- "Third Party": a natural person who is neither a Pet Owner nor a Service Provider, nor any family member, spouse, roommate, visitor, employee, contractor, or person acting on behalf of either party.
- "Covered Loss": costs potentially eligible for reimbursement under the conditions and limits of these GGC.
- "Emergency": a veterinary intervention required to stabilize the Pet following a covered accidental injury, including acts, examinations, and treatments strictly necessary for immediate diagnosis and stabilization.
- "Follow-Up Care": post-intervention care directly, exclusively, and causally linked to a covered Emergency, subject to the limits set forth herein.
- "Deductible": the mandatory minimum contribution of the beneficiary, set at EUR 100 per Booking.
2. Purpose, Legal Nature and Objective
2.1 Purpose
The purpose of the Guarantee is to provide strictly limited financial protection in the event of an incident affecting a Pet during a Booking.
2.2 Legal Nature
The Guarantee constitutes a limited commercial commitment.
THE GUARANTEE IS NOT INSURANCE and does not constitute an insurance policy, offer, or contract. It does not replace any personal or professional insurance coverage that users may hold.
2.3 Objective
The Guarantee aims to promote trust in and use of the Platform by providing limited reimbursements, subject to the restrictions, exclusions, and conditions set forth herein.
3. Mandatory Guarantee Fee (2%)
3.1 Mandatory Inclusion
The Guarantee is mandatory and automatically included in every Booking made on the Platform.
3.2 Fee
The cost of the Guarantee is set at 2% of the total price (incl. VAT) of the booked service.
3.3 Billing
This fee:
- is automatically calculated at the time of Booking confirmation;
- is clearly displayed prior to payment;
- is charged together with the pet-sitting service.
3.4 Non-Refundable
The Guarantee fee is non-refundable, including in the absence of an incident or in the event of a refusal of coverage.
3.5 Non-Qualification
This fee does not constitute an insurance premium, but consideration for a mandatory commercial guarantee service.
4. Cumulative Eligibility Conditions
The Guarantee applies only if all of the following conditions are strictly met:
4.1 Valid Booking
The incident must occur between the exact start and end date and time of the Booking.
4.2 Confirmed and Paid Booking
The Booking must be accepted by both parties and fully paid through the Platform before the incident occurs.
4.3 Minimum Threshold
The amount paid for the Booking must exceed EUR 10 per day of service (or equivalent); otherwise, the Guarantee does not apply.
4.4 Strict Causation
The Covered Loss must result from the direct, immediate, and exclusive consequence of the booked services and be caused directly and solely by the acts or omissions of the Responsible Party (or the Pet of the Pet Owner, as applicable).
Any multiple, indirect, delayed, uncertain, or non-demonstrable causation excludes coverage.
4.5 Pet Compliance
The Pet must:
- be properly identified and compliant with applicable local regulations;
- be entrusted in apparently good health at the start of the Booking.
4.6 Notification Within 48 Hours
The incident must be reported to Holidog during the Booking or, at the latest, within forty-eight (48) hours of its occurrence or discovery.
4.7 Complete File
The Claiming Party must promptly provide all reasonably requested, accurate, and verifiable documents and information.
4.8 Contractual Compliance
No breach of Holidog Terms and Conditions may be identified in connection with the incident (including platform circumvention, misrepresentation, unauthorized subcontracting, etc.).
Failure to meet any single condition results in full exclusion of the Guarantee.
5. Last-Resort Principle (Responsible Party)
5.1 Last Resort
The Guarantee applies only where the Responsible Party does not pay (or cannot reasonably pay) the relevant costs.
5.2 Prior Amicable Resolution
Before any reimbursement, Holidog may, at its discretion:
- facilitate an amicable resolution between the parties;
- request proof of refusal or inability to pay by the Responsible Party;
- verify direct and primary responsibility.
6. Covered Losses: Scope, Caps and Limits
6.1 Emergency Veterinary Expenses (Global Cap)
Subject to these GGC, Holidog may reimburse verifiable veterinary expenses resulting from a covered accidental injury that is sudden, external, unforeseeable, and objectively verifiable, occurring during the Booking.
Global cap: up to EUR 10,000 per Booking, all categories combined.
Eligible expenses (indicative):
- emergency consultation;
- immediate hospitalization;
- emergency surgical procedures;
- examinations strictly necessary for immediate diagnosis;
- treatments strictly required to stabilize the Pet.
6.2 Follow-Up Care (Sub-Cap)
Follow-Up Care is covered only if it is directly, exclusively, and causally linked to a covered Emergency.
Follow-Up Care sub-cap: EUR 2,000 maximum, included within the EUR 10,000 global cap.
Time limit: Follow-Up Care is limited to 30 days following the Emergency intervention.
6.3 Bodily Injury to a Third Party
Holidog may, on an exceptional basis, reimburse actual and out-of-pocket medical expenses incurred by a Third Party where Holidog reasonably determines that:
- the incident occurred during the Booking; and
- it gives rise to a valid legal claim.
- Cap: included within the EUR 10,000 global cap per Booking.
- Excluded: non-economic damages (pain and suffering, moral damages, etc.); lump-sum or court-ordered indemnities; legal fees.
7. Deductible (EUR 100)
Any approved claim is subject to a EUR 100 Deductible per Booking:
- borne by the beneficiary;
- deducted from any reimbursed amount.
- No reimbursement is due where eligible costs do not exceed EUR 100.
8. Claims Procedure and Required Documentation
8.1 Notification Within 48 Hours
Mandatory notification within the timeframe set forth in Section 4.6.
8.2 Mandatory Veterinary Report Within 14 Days
For any veterinary expense claim, the Claiming Party must provide, within 14 days of the incident:
- a written report from a licensed veterinarian stating the diagnosis, probable date of occurrence, treatments performed, itemized costs, and elements allowing exclusion of non-covered causes (pre-existing, chronic, etc.).
8.3 Supporting Documents
Holidog may require, inter alia:
- detailed invoices;
- photos/videos;
- timeline of events;
- statements;
- veterinarian contact details;
- any relevant evidence.
8.4 Cooperation and Accuracy
Any misrepresentation, omission, or inaccurate documentation results in immediate loss of Guarantee benefits.
9. General Exclusions (Detailed)
The Guarantee does not apply to losses, injuries, damages, or claims resulting directly or indirectly from:
9.1 Outside the Booking / Meet & Greet
- incidents occurring outside the Booking dates/times;
- meet & greet, pre-visits, trials, or adaptation periods.
9.2 Breach of Terms / Non-Compliant Conduct
- platform circumvention, misrepresentation;
- unbooked or unpaid services;
- illegal or non-compliant activities.
9.3 Transfer to a Third Party / Subcontracting
- where the Service Provider transfers care, custody, or control of the Pet to a third party without prior written authorization via the Platform;
- where the Pet Owner requests or organizes such transfer.
9.4 Undeclared Co-Care / Third-Party Pets
- incidents related to the simultaneous care of undeclared third-party pets not authorized in the Booking.
9.5 Force Majeure / Events Beyond Control
- natural disasters, fires, floods, earthquakes, storms;
- essential services outages, external network/internet failures;
- administrative decisions or events beyond reasonable control.
9.6 Medical & Health Exclusions (Insurer-Level)
Including but not limited to:
- pre-existing conditions (diagnosed or not);
- breed-specific conditions or anatomical predispositions;
- chronic or recurrent conditions;
- orthopedic conditions;
- illnesses of undetermined cause;
- preventable diseases (vaccination-preventable);
- pregnancy, birth, related complications;
- preventive care;
- parasites and recurrences;
- food or medication intoxication not directly linked to a covered accident;
- stress, anxiety, behavioral disorders, self-harm;
- complications or relapses not directly, exclusively, and causally linked to the covered Emergency;
- expenses incurred beyond 30 days (except capped Follow-Up Care);
- death without a direct, certain, and proven link to a covered accidental injury.
9.7 Property Damage (Absolute Exclusion)
No property damage is covered, including but not limited to:
- homes, furniture, personal belongings;
- vehicles, gardens, fences;
- keys, locks, electronics, jewelry, artworks, cash, digital data.
9.8 Excluded Persons
- injuries to the Pet Owner, Service Provider, their families, roommates, visitors, employees, or contractors.
9.9 Non-Economic / Indirect Damages
- moral damages, sentimental value, pain and suffering;
- indirect losses, loss of use, opportunity, or income;
- ancillary expenses (travel, accommodation, etc.).
9.10 Vehicles
- any automobile or vehicle-related liability.
9.11 Other Insurance / Double Recovery
- losses already paid or payable under any other insurance policy.
10. Additional Limits
10.1 One Incident per Booking
Only one claim may be accepted per Booking.
10.2 Per-Booking Cap, Not Per Pet
Caps apply globally per Booking, regardless of the number of Pets.
10.3 30-Day Treatment Window
Except for capped Follow-Up Care, only treatments provided within 30 days of the incident are eligible.
11. Insurance, Set-Off and Subrogation
11.1 Disclosure of Insurance
The Claiming Party must disclose any applicable insurance coverage and provide requested details.
11.2 Set-Off / Deduction
Holidog may deduct from any reimbursement:
- amounts received or receivable from third parties or insurers;
- amounts recovered from the Responsible Party.
11.3 Subrogation
Upon payment, Holidog (and/or its partners) is subrogated to the rights of the Claiming Party against any responsible person or entity, including the user. Full cooperation is required.
12. Review, Decision and Settlement
12.1 Discretionary Review
Holidog retains sole discretion regarding eligibility and amounts.
12.2 Settlement Agreement
Payment may be conditioned upon execution of a settlement agreement, including waiver of related claims and, where applicable, confidentiality.
12.3 Direct Payment
Holidog may, at its discretion, pay all or part of the approved amount directly to a veterinarian or relevant third party.
13. Amendment, Suspension, Termination
Holidog may amend or terminate the Guarantee for the future, subject to applicable law. The version in force on the date of the incident applies.
14. Final Provisions
14.1 No Third-Party Beneficiaries
No third party other than an eligible Claiming Party has rights under the Guarantee.
14.2 Precedence of Terms
These GGC apply in addition to Holidog Terms and Conditions. In case of conflict, the Terms and Conditions prevail, subject to mandatory law.
Questions about these conditions?
Our support team can help with your claim documentation and process questions.
Holidog × Holivet Guarantee
Version v3 - Effective as of: February 28, 2026
1. Definitions
For the purposes of these General Guarantee Conditions (the "GGC"), the following terms have the meanings set forth below, whether used in singular or plural form:
- "Platform": the Holidog platform (website and applications) enabling pet-sitting services and bookings.
- "Booking": any pet-sitting service booking confirmed and fully paid through the Platform, for specific dates and duration.
- "Service Provider" / "Pet Sitter": a user offering pet-sitting services through the Platform.
- "Pet Owner": a user entrusting a pet as part of a Booking.
- "Pet": a dog or cat covered by the Booking.
- "Holidog × Holivet Guarantee" or "Guarantee": the limited commercial commitment described herein.
- "Claiming Party": the Pet Owner or Service Provider eligible to request application of the Guarantee under these GGC.
- "Responsible Party": as applicable, (i) the Service Provider whose acts or omissions are the direct, primary and exclusive cause of a Covered Loss, or (ii) the Pet Owner whose Pet is the direct, primary and exclusive cause of a Covered Loss.
- "Third Party": a natural person who is neither a Pet Owner nor a Service Provider, nor any family member, spouse, roommate, visitor, employee, contractor, or person acting on behalf of either party.
- "Covered Loss": costs potentially eligible for reimbursement under the conditions and limits of these GGC.
- "Emergency": a veterinary intervention required to stabilize the Pet following a covered accidental injury, including acts, examinations, and treatments strictly necessary for immediate diagnosis and stabilization.
- "Follow-Up Care": post-intervention care directly, exclusively, and causally linked to a covered Emergency, subject to the limits set forth herein.
- "Deductible": the mandatory minimum contribution of the beneficiary, set at EUR 100 per Booking.
2. Purpose, Legal Nature and Objective
2.1 Purpose
The purpose of the Guarantee is to provide strictly limited financial protection in the event of an incident affecting a Pet during a Booking.
2.2 Legal Nature
The Guarantee constitutes a limited commercial commitment.
THE GUARANTEE IS NOT INSURANCE and does not constitute an insurance policy, offer, or contract. It does not replace any personal or professional insurance coverage that users may hold.
2.3 Objective
The Guarantee aims to promote trust in and use of the Platform by providing limited reimbursements, subject to the restrictions, exclusions, and conditions set forth herein.
3. Mandatory Guarantee Fee (2%)
3.1 Mandatory Inclusion
The Guarantee is mandatory and automatically included in every Booking made on the Platform.
3.2 Fee
The cost of the Guarantee is set at 2% of the total price (incl. VAT) of the booked service.
3.3 Billing
This fee:
- is automatically calculated at the time of Booking confirmation;
- is clearly displayed prior to payment;
- is charged together with the pet-sitting service.
3.4 Non-Refundable
The Guarantee fee is non-refundable, including in the absence of an incident or in the event of a refusal of coverage.
3.5 Non-Qualification
This fee does not constitute an insurance premium, but consideration for a mandatory commercial guarantee service.
4. Cumulative Eligibility Conditions
The Guarantee applies only if all of the following conditions are strictly met:
4.1 Valid Booking
The incident must occur between the exact start and end date and time of the Booking.
4.2 Confirmed and Paid Booking
The Booking must be accepted by both parties and fully paid through the Platform before the incident occurs.
4.3 Minimum Threshold
The amount paid for the Booking must exceed EUR 10 per day of service (or equivalent); otherwise, the Guarantee does not apply.
4.4 Strict Causation
The Covered Loss must result from the direct, immediate, and exclusive consequence of the booked services and be caused directly and solely by the acts or omissions of the Responsible Party (or the Pet of the Pet Owner, as applicable).
Any multiple, indirect, delayed, uncertain, or non-demonstrable causation excludes coverage.
4.5 Pet Compliance
The Pet must:
- be properly identified and compliant with applicable local regulations;
- be entrusted in apparently good health at the start of the Booking.
4.6 Notification Within 48 Hours
The incident must be reported to Holidog during the Booking or, at the latest, within forty-eight (48) hours of its occurrence or discovery.
4.7 Complete File
The Claiming Party must promptly provide all reasonably requested, accurate, and verifiable documents and information.
4.8 Contractual Compliance
No breach of Holidog Terms and Conditions may be identified in connection with the incident (including platform circumvention, misrepresentation, unauthorized subcontracting, etc.).
Failure to meet any single condition results in full exclusion of the Guarantee.
5. Last-Resort Principle (Responsible Party)
5.1 Last Resort
The Guarantee applies only where the Responsible Party does not pay (or cannot reasonably pay) the relevant costs.
5.2 Prior Amicable Resolution
Before any reimbursement, Holidog may, at its discretion:
- facilitate an amicable resolution between the parties;
- request proof of refusal or inability to pay by the Responsible Party;
- verify direct and primary responsibility.
6. Covered Losses: Scope, Caps and Limits
6.1 Emergency Veterinary Expenses (Global Cap)
Subject to these GGC, Holidog may reimburse verifiable veterinary expenses resulting from a covered accidental injury that is sudden, external, unforeseeable, and objectively verifiable, occurring during the Booking.
Global cap: up to EUR 10,000 per Booking, all categories combined.
Eligible expenses (indicative):
- emergency consultation;
- immediate hospitalization;
- emergency surgical procedures;
- examinations strictly necessary for immediate diagnosis;
- treatments strictly required to stabilize the Pet.
6.2 Follow-Up Care (Sub-Cap)
Follow-Up Care is covered only if it is directly, exclusively, and causally linked to a covered Emergency.
Follow-Up Care sub-cap: EUR 2,000 maximum, included within the EUR 10,000 global cap.
Time limit: Follow-Up Care is limited to 30 days following the Emergency intervention.
6.3 Bodily Injury to a Third Party
Holidog may, on an exceptional basis, reimburse actual and out-of-pocket medical expenses incurred by a Third Party where Holidog reasonably determines that:
- the incident occurred during the Booking; and
- it gives rise to a valid legal claim.
- Cap: included within the EUR 10,000 global cap per Booking.
- Excluded: non-economic damages (pain and suffering, moral damages, etc.); lump-sum or court-ordered indemnities; legal fees.
7. Deductible (EUR 100)
Any approved claim is subject to a EUR 100 Deductible per Booking:
- borne by the beneficiary;
- deducted from any reimbursed amount.
- No reimbursement is due where eligible costs do not exceed EUR 100.
8. Claims Procedure and Required Documentation
8.1 Notification Within 48 Hours
Mandatory notification within the timeframe set forth in Section 4.6.
8.2 Mandatory Veterinary Report Within 14 Days
For any veterinary expense claim, the Claiming Party must provide, within 14 days of the incident:
- a written report from a licensed veterinarian stating the diagnosis, probable date of occurrence, treatments performed, itemized costs, and elements allowing exclusion of non-covered causes (pre-existing, chronic, etc.).
8.3 Supporting Documents
Holidog may require, inter alia:
- detailed invoices;
- photos/videos;
- timeline of events;
- statements;
- veterinarian contact details;
- any relevant evidence.
8.4 Cooperation and Accuracy
Any misrepresentation, omission, or inaccurate documentation results in immediate loss of Guarantee benefits.
9. General Exclusions (Detailed)
The Guarantee does not apply to losses, injuries, damages, or claims resulting directly or indirectly from:
9.1 Outside the Booking / Meet & Greet
- incidents occurring outside the Booking dates/times;
- meet & greet, pre-visits, trials, or adaptation periods.
9.2 Breach of Terms / Non-Compliant Conduct
- platform circumvention, misrepresentation;
- unbooked or unpaid services;
- illegal or non-compliant activities.
9.3 Transfer to a Third Party / Subcontracting
- where the Service Provider transfers care, custody, or control of the Pet to a third party without prior written authorization via the Platform;
- where the Pet Owner requests or organizes such transfer.
9.4 Undeclared Co-Care / Third-Party Pets
- incidents related to the simultaneous care of undeclared third-party pets not authorized in the Booking.
9.5 Force Majeure / Events Beyond Control
- natural disasters, fires, floods, earthquakes, storms;
- essential services outages, external network/internet failures;
- administrative decisions or events beyond reasonable control.
9.6 Medical & Health Exclusions (Insurer-Level)
Including but not limited to:
- pre-existing conditions (diagnosed or not);
- breed-specific conditions or anatomical predispositions;
- chronic or recurrent conditions;
- orthopedic conditions;
- illnesses of undetermined cause;
- preventable diseases (vaccination-preventable);
- pregnancy, birth, related complications;
- preventive care;
- parasites and recurrences;
- food or medication intoxication not directly linked to a covered accident;
- stress, anxiety, behavioral disorders, self-harm;
- complications or relapses not directly, exclusively, and causally linked to the covered Emergency;
- expenses incurred beyond 30 days (except capped Follow-Up Care);
- death without a direct, certain, and proven link to a covered accidental injury.
9.7 Property Damage (Absolute Exclusion)
No property damage is covered, including but not limited to:
- homes, furniture, personal belongings;
- vehicles, gardens, fences;
- keys, locks, electronics, jewelry, artworks, cash, digital data.
9.8 Excluded Persons
- injuries to the Pet Owner, Service Provider, their families, roommates, visitors, employees, or contractors.
9.9 Non-Economic / Indirect Damages
- moral damages, sentimental value, pain and suffering;
- indirect losses, loss of use, opportunity, or income;
- ancillary expenses (travel, accommodation, etc.).
9.10 Vehicles
- any automobile or vehicle-related liability.
9.11 Other Insurance / Double Recovery
- losses already paid or payable under any other insurance policy.
10. Additional Limits
10.1 One Incident per Booking
Only one claim may be accepted per Booking.
10.2 Per-Booking Cap, Not Per Pet
Caps apply globally per Booking, regardless of the number of Pets.
10.3 30-Day Treatment Window
Except for capped Follow-Up Care, only treatments provided within 30 days of the incident are eligible.
11. Insurance, Set-Off and Subrogation
11.1 Disclosure of Insurance
The Claiming Party must disclose any applicable insurance coverage and provide requested details.
11.2 Set-Off / Deduction
Holidog may deduct from any reimbursement:
- amounts received or receivable from third parties or insurers;
- amounts recovered from the Responsible Party.
11.3 Subrogation
Upon payment, Holidog (and/or its partners) is subrogated to the rights of the Claiming Party against any responsible person or entity, including the user. Full cooperation is required.
12. Review, Decision and Settlement
12.1 Discretionary Review
Holidog retains sole discretion regarding eligibility and amounts.
12.2 Settlement Agreement
Payment may be conditioned upon execution of a settlement agreement, including waiver of related claims and, where applicable, confidentiality.
12.3 Direct Payment
Holidog may, at its discretion, pay all or part of the approved amount directly to a veterinarian or relevant third party.
13. Amendment, Suspension, Termination
Holidog may amend or terminate the Guarantee for the future, subject to applicable law. The version in force on the date of the incident applies.
14. Final Provisions
14.1 No Third-Party Beneficiaries
No third party other than an eligible Claiming Party has rights under the Guarantee.
14.2 Precedence of Terms
These GGC apply in addition to Holidog Terms and Conditions. In case of conflict, the Terms and Conditions prevail, subject to mandatory law.
Questions about these conditions?
Our support team can help with your claim documentation and process questions.