Pet Lounge Protection Fund
Peace of Mind for Every Booking
Effective 8 May 2026 · Version 1.0
Applicable to all confirmed Bookings made through petlounge.se
IMPORTANT: The Pet Lounge Protection Fund is NOT an insurance product. It is a discretionary welfare fund maintained by Pet Lounge Group AB to provide financial assistance in certain situations. It does not replace pet insurance, and no legal right to payment is conferred. Pet Lounge strongly recommends that all Pet Owners obtain their own pet insurance.
What is the Pet Lounge Protection Fund?
At Pet Lounge, the safety and wellbeing of every pet in our care is our highest priority. We know that even with the most careful, loving sitters, unexpected accidents can happen. That is why Pet Lounge maintains a dedicated Protection Fund - a financial reserve set aside specifically to help in those rare and difficult moments.
The Protection Fund is financed by Pet Lounge Group AB itself, contributing 1% of monthly net platform profits every month into a dedicated fund account. It exists because we believe that when something goes wrong with a pet in our care, we should be there to help - not hide behind small print.
How to Qualify
To be eligible for Protection Fund assistance, ALL of the following conditions must be met:
- The Booking must have been confirmed and paid in full through the Pet Lounge Platform.
- The incident must have occurred during the confirmed Booking dates - not before, after, or during a Meet & Greet.
- The injury must be accidental in nature (not illness, not pre-existing, not caused by sitter negligence).
- The incident must be reported to Pet Lounge within 48 hours of the Booking ending.
- All required documentation must be submitted within 14 days of the incident.
- Your pet must be vaccinated, parasite-free, and in good general health at the time of the Booking.
- The Booking must have been made at the standard Platform rate (not outside the platform).
What Can Be Covered
Accidental Injury to Your Pet
If your pet is accidentally injured while in the care of a Pet Lounge Verified Sitter during a confirmed Booking, the Protection Fund may contribute towards:
- Emergency veterinary consultation and examination fees.
- Emergency treatment and surgery directly related to the accidental injury.
- Reasonable diagnostic costs (X-rays, blood tests, ultrasounds) directly related to the injury.
- Prescription medications required as a direct and immediate result of the injury.
- The pet owner pays the first SEK 500. Pet Lounge may reimburse up to SEK 1500 per incident. Once the SEK 1500 limit is reached for that condition or injury, no further expenses are covered.
Accidental Injury to a Pet (Professional Liability)
- If a sitter accidentally injures a pet in their care (through no negligence), Pet Lounge may reimburse part of the costs.
- The pet sitter pays the first SEK 500.
- Pet Lounge may reimburse up to SEK 1500 per incident.
Third-Party Claims (Public Liability)
- If a sitter accidentally injures another person or damages a pet owner’s property while providing pet care, Pet Lounge may help cover damages.
- The pet sitter pays the greater of SEK 1000 or 5% of the claim.
- Pet Lounge may reimburse up to SEK 3000 per incident.
*Premium Protection does not cover medical costs for sitters. Sitters should rely on their own health insurance for personal injuries.
What Is NOT Covered
Medical Exclusions
- Pre-existing conditions, chronic illness, or ongoing medical conditions known before the Booking.
- Breed-specific conditions or hereditary conditions.
- Illness, disease, or infections (the Fund covers accidental injury only).
- Preventable conditions: fleas, ticks, worms, parasites.
- Costs for preventive care, routine checkups, or vaccinations.
- Dental issues unless directly caused by the injury.
Circumstance Exclusions
- Incidents occurring during Meet & Greet sessions or outside confirmed Booking dates.
- Sitter negligence - if the Sitter failed to follow your instructions or provided unreasonable care.
- Incidents caused by the pet's own known aggressive behavior that was not disclosed by the Pet Owner.
- Costs incurred more than 14 days after the date of injury.
- Loss, theft, or a missing pet.
Pet Restrictions
- Pets under 12 weeks of age.
- Pets not vaccinated or in poor health at the time of the Booking.
- Exotic pets, reptiles, rodents, birds, or fish (the Fund covers dogs and cats only).
Other Exclusions
- Payments arranged outside the Pet Lounge Platform.
- Any costs the Sitter or Pet Owner has already recovered through their own insurance.
- Emotional distress, penalties, or consequential losses.
How to Make a Claim
If something goes wrong during a Booking, please follow these steps:
- 01
Contact Pet Lounge immediately at chamodi@petlounge.se - within 48 hours of the Booking ending.
- 02
If your pet needs urgent veterinary care, seek treatment immediately. Do not delay care while waiting for Fund approval.
- 03
Try to contact the Sitter first to inform them of the situation.
- 04
Pay veterinary or repair costs upfront. If your claim is approved, Pet Lounge will reimburse eligible costs.
- 05
Submit your claim documentation within 14 days of the incident (see documents required below).
- 06
Pet Lounge will acknowledge your claim within 3 business days.
- 07
A decision will be communicated within 14 business days of receiving complete documentation.
Documents Required for a Claim
- Booking reference number (proof of confirmed and paid Platform Booking).
- Date, time, and location of the incident.
- Detailed written description of what happened.
- Photos and/or videos of the injury or damage.
- Original veterinary invoices and receipts with diagnosis and treatment details.
- Written veterinary report confirming the injury was accidental and not pre-existing.
- Screenshot of any relevant messages between Pet Owner and Sitter.
- Your pet's vaccination records (if applicable to the claim).
Claims Assessment
All claims are reviewed individually by Pet Lounge. We assess each case based on:
- Whether all eligibility conditions are met.
- The completeness and quality of documentation provided.
- The nature and circumstances of the incident.
- Current availability of funds in the Protection Fund account.
Pet Lounge's decision is final. Contributions from the fund are entirely at Pet Lounge's discretion and are not a legal entitlement.
Frequently Asked Questions
This Protection Fund Policy was last updated on 8 May 2026.
Pet Lounge Group AB · petlounge.se · Where every paw feels at home.