Booking and paying through Rover is a requirement in our Terms of Service. If we suspect you've arranged a booking on Rover but completed payment off the platform, we reserve the right to deactivate your account for violating our Terms of Service. 

• If you received an email from Rover stating that your account was deactivated because of a violation of our Terms of Service, you might be eligible to appeal and reactivate your account.
• If you received a different type of email from Rover stating that your account was deactivated for other reasons, then you aren’t eligible to appeal your deactivation.

Appeal process

If you’re eligible for an appeal, respond to the email you received from Rover and complete the following actions:

1. Re-agree to our policies and our Terms of Service. 
2. Confirm that you understand our policies.
3. Agree to book accordingly, with the understanding that a further offence will result in the permanent closure of your account.

If you believe your account was deactivated in error, please reply to the email you received from Rover.

To help promote the integrity of the online marketplace for all community members, Rover will investigate and take action in response to conduct that we determine is inappropriate, unsafe, dishonest, or violates the Terms of Service. 

Rover’s Account Action and Deactivations Policy provides information and guidance about the reasons why the accounts of pet owners and pet sitters may qualify for action. This action may include temporarily pausing or suspending the account of a pet owner or a pet sitter, or permanently closing an account. 

If you received an email from Rover stating that your account was paused or closed, you may be eligible to appeal.

• The email from Rover notifying you about the account action will include details on whether you are eligible to appeal.
• If you are eligible to appeal, the email from Rover will include details on the information, actions, or documentation needed to appeal the account action.

Appeal process

If you’re eligible and would like to appeal, you may follow the steps below to initiate an appeal.

How do I submit an appeal?

Please respond directly to the email you received from Rover that notified you about the account action. This response should include any relevant information or documents that you would like us to consider. The information or documents that are most relevant to an appeal will depend on the reason for the account action. 

If the reason for the account action was safety or related concerns, you may consider sharing information or documents to show you are able to safely run your pet care services, such as:

• An explanation about why the incident or issue occurred.
• Steps you have taken to promote pet health and safety.
• Steps you have taken to ensure similar issues do not happen in the future.
• Relevant photographs, video, certifications, credentials, or other documentation.

If the reason for the account action was a violation of the Terms of Service, you may consider sharing information or documents to show that you understand the relevant policies and re-confirm your agreement to the Terms of Service.  

Please refer to the email you received from Rover notifying you about the account action for additional guidance on the information, documents, or actions that are most relevant for your appeal. You can also use this email to communicate with Rover about any questions regarding the account action, the appeal process, or other related issues. If you no longer have the original email from Rover, you may contact Rover Support for assistance. 

Seattle appeals and deadlines

If you are a pet sitter and completed bookings, or had cancelled bookings in Seattle within the last 180 days or if the account action involves a booking in Seattle, you may be eligible to challenge an account closure or other account action under the Seattle App-Based Worker Deactivation Rights Ordinance. 

If you would like additional information about your eligibility, you can request this information by contacting Rover Support. Please specify that you are requesting information about your eligibility under the Seattle App-Based Worker Deactivation Rights Ordinance.   

For appeals covered by the Seattle law, you may submit an appeal for up to 90 days after the date of the email you received from Rover that notified you about the account action. If you submit an appeal, Rover will respond with a decision within 14 days. Records of your challenge and any responses will be provided to you within 14 days of submission.