Contact Rover Support

A phone number can only be on file with one account at a time. If you’re getting an error message that says, “This phone number is already registered,” it usually means you already have an account.

Please contact Customer Support from the help center and include the following information: 

1. The email address of the account that you’re trying to add your phone number to.
2. The phone number that you’re trying to add to your account.

Pet profiles allow you to provide vital care information to your sitter, like vet contact information, daily care instructions, and your pet's habits. This is the best way to ensure that your pet has a safe and happy time while you're away. Make sure you completely fill out your pet's profile to set your sitter up for success during the stay.

Create a new pet profile

Edit a pet profile

Remove a pet profile 

Create a new pet profile

The more details you provide in your pet's profile, the better. This helps your sitter understand your pet's needs before and during their time together.

Here's how to create a new pet profile:

1. Once signed in, select your name in the upper right corner of the screen, then select Your pets in the dropdown menu.
2. Select Add pet from your Dashboard or Profile.
3. Fill out each section.
4. Select Save pet. 

Edit a pet profile

1. From your Cat in a Flat account, select Your pets under your name.
2. Select the Edit link next to your pet's name.
3. Select Save pet. You’re all set! 

Remove a pet profile 

• If your pet has recently passed away and you'd like to memorialize their profile, visit this article.
• To delete a profile, scroll to the bottom of their profile and select Remove or memorialize this profile.

Finding the perfect pet sitter near you is easy with Cat in a Flat. Follow the instructions below:

1. Sign in to your Cat in a Flat account.
2. Enter your zip code, postal code, or address at the top of the page. Select the magnifying glass icon.
3. Browse sitters in your area. You can narrow your search by selecting a service you’re interested in, the dates you’re looking to book, your price range, and more.
4. To get even more specific about what you’re looking for, apply filters. 
5. Scroll down and select a sitter profile that seems like a good match to learn more about them. If you'd like to start a conversation with them, select the Contact button next to their profile.

Once you contact a sitter, make sure you arrange a Meet & Greet. This allows you to get to know them in person and make sure they’re the right fit for you and your pet. 

After a successful Meet & Greet, either you or the sitter can select Book It Now from your conversation on Cat in a Flat. Once both you and the sitter have accepted, the service is booked.

Additional information

• We recommend contacting two to three sitters when beginning your search. That way, you’ll have options when you’re ready to book your first service.
• If you're requesting care for multiple pets, each of your pets must have a completed profile and be added to the booking. Learn how to add a pet profile to your account.
• To protect your privacy, we don't display your personal contact information until a service is booked. However, if you request that your sitter picks up and drops off your pet, then your home address will be viewable to the sitter in the pending request.
• Cat in a Flat is part of the Rover Group, so when you use Cat in a Flat to find a pet care provider, your booking and payment is made with Rover. As outlined in our Terms of Service, all services must be booked and paid for on-platform. By booking and paying with Rover, you have access to dedicated support, the Rover Guarantee, and our secure, convenient payment system.

There are a couple of different ways to contact a pet care provider depending on the status of your booking.

If you're contacting a sitter for the first time during your booking search, visit the sitter's profile and select the Contact button. 

If you have an active request or booked service with the pet care provider, check out the instructions below.

1. In the right-hand corner of your screen, select your name, then select Inbox.
2. Select the inbox category related to the booking status. You can also select All conversations to see all of your messages with sitters.
3. Locate the sitter you want to contact by selecting their name. This will redirect you to a conversation thread where you can send this pet care provider a message.

So you’ve found the perfect sitter, contacted them, and had a Meet & Greet—sounds like you’re ready to book! To do this:

1. In the upper-right corner of your screen, select your name, and then Inbox from the dropdown. 
2. Locate the conversation with the sitter you want to book with, under Pending requests. Select the Book Now button.
3. Review booking details to make sure the dates, the number of pets, and the price details are correct, then enter/review your payment for the booking. If you have a coupon or promo code, click Enter promo code.
4. Click Request to Book.

Once the sitter accepts your request, the service will be booked. You'll receive an email confirmation, and the stay will appear in the Upcoming bookings section of your account.

Important information

• Cat in a Flat is part of the Rover Group, so when you use Cat in a Flat to find a pet care provider, your booking is made with Rover. Booking and paying through Rover is required per our Terms of Service.
• Never pay your sitter by cash or check—this can expose you to fraud and makes your bookings ineligible for the Rover Guarantee and dedicated support.
• If you modified your pending request to include additional dates or pets, then your bank account or credit card will be debited for the new price. The previous charge for the initial request will appear as well, but it will drop off once the new charge is finalized.
• Please contact your sitter directly if you need to make changes to your booking. Once they agree to the changes, they can make the necessary updates to the booking from their end.

Sitters manage their own service rates, and the total cost of a booking will vary depending on the service, the sitter's rates, and your own booking needs.

To learn more about the different services offered on Rover, check out this article.

Each service has a standard daily rate. This is the base price of a service. Depending on your booking needs, sitters may charge additional rates which will be added to the cost of the booking.

To learn more about each of these additional rates, click on an individual rate from the list below.

Holiday rate

Additional Pet rate

Extended Care rate 

Extended Stay rate

Pick-up and Drop-off rate

Viewing additional rates

Since additional rates can change the total price of a service, it’s a good idea to review your sitter’s rates before you book. To view standard rates and additional rates:

1. Navigate to the sitter’s profile from your inbox. Under their profile photo, you’ll see a breakdown of standard rates for each service.
2. Below the list of services, select the Additional Services & Rates icon to see a detailed list of their rates.

Note: Additional rates may vary for each service.  Make sure you review additional rates for each service a sitter offers.

Holiday rates

Holidays are a busy time for both pet parents and pet care providers. For this reason, sitter rates may be slightly higher during some in-demand times of the year.

Note: If part of your booking dates overlap with a holiday, the sitter's holiday rate will still apply to the entire booking—even if some of the dates within the booking are slightly outside the holiday ranges listed.

For example, if you booked a house sitting request from Dec 25 to Dec 29, the holiday rate would apply to all of the dates for that entire booking.

Additional Pet rate

If you have more than 1 pet who needs care, then sitters may charge an Additional Pet Rate.

Extended Care rate

Extended care rates automatically apply to boarding or house sitting requests if the pick-up time you selected on the final day is much later than when you dropped off your pet on the first day. This ensures that sitters are compensated for their additional time. 

• If the extended care is more than 2 hours or up to 8 additional hours, you’ll pay an additional amount that is 50% of the sitter’s nightly rate.
• If the extended care is more than 8 additional hours, Rover will include an additional charge that is 100% of the sitter’s nightly rate.

Extended Stay rate

The extended stay rate is a nightly rate that sitters can apply to boarding, house sitting, or drop-in bookings for a longer stay. Sitters customize the length of time to determine when the extended stay rate applies. For instance, a sitter may apply this nightly rate for stays that are 7 nights or longer. This rate would apply to all dates for the booking and only to the first pet.

Pick-up and Drop-off rate

Some sitters may offer to pick up and drop off your pet at the beginning and end of a stay. If you'd like to include this option in your booking, sitters may charge a fee to accommodate your request.