Enjoy 30% off on any order over ₹999! Use code SUPER30 at Service Booking.

My Account

Super Guarantee

We are deeply committed to the health and well-being of pets, striving to empower pet care providers with the assurance to respond swiftly in times of emergencies.

Every reservation placed with Superhoomans is supported by our SUPER Guarantee, providing coverage for eligible claims with up to INR 50,000 in veterinary care.

Who Benefits from Super Guarantee? Our Beloved Pets!

The Super Guarantee stands as a safeguard program designed primarily to ensure the well-being of pets. In specific situations, it extends its coverage to encompass veterinary expenses for a pet care provider's animals or instances of property damage for pet owners.

Here's what you can Expect

SuperHoomans will initiate reimbursement after the initial threshold of INR 2500. Coverage spans up to 30 days, safeguarding pet care within this duration.

Let's dive deeper into the specifics

What's Covered by Super Guarantee

  • Vet care reimbursement for eligible claims up to INR 25,000 for injuries to either the pet owner's or sitter’s pets.
  • Coverage for property damage to the pet owner’s home caused by a sitter or dog walker.
  • Certain out-of-pocket medical expenses related to 3rd party injuries (excluding the pet owner, sitter, or dog walker) are included.
  • Enjoy 24/7 support to address any concerns or questions you may have.

To qualify, injuries or damages must arise from care during a Superhoomans-booked and paid service. Typically, the Guarantee covers costs if the responsible party can't cover them. Refer to the Super Guarantee Terms for comprehensive information.

Take these steps before filing a claim

Notify Super

Reach out to our 24/7 Trust & Safety team at 888-727-1140 or via email at trust@super.com to report the incident. Keeping us informed is crucial for us to offer assistance effectively. We can guide you through immediate actions to manage any injury or damage. This could involve connecting you with a certified veterinarian over the phone or providing resources to aid in finding a lost pet. To ensure swift response, both pet care providers and pet owners are encouraged to notify us at the earliest, ideally within 48 hours after the booking concludes.

Contact Other Party

Initiate communication through your Super inbox with the other party involved. Often, a resolution can be found through open dialogue. Our experience shows that many issues can be resolved simply by reaching out to the other person. Maintaining the conversation within your Super inbox creates a documented record of the discussion. If reaching an agreement seems unattainable, feel free to update us on the situation.

work with Your Insurance Provider

If you possess insurance that could potentially cover costs linked to injuries or damages covered by the Super Guarantee, such as pet or homeowner’s insurance, it's advisable to file a claim with that insurance provider before seeking reimbursement from Super. In such scenarios, the Super Guarantee might assist in meeting deductibles or addressing expenses beyond your policy's coverage.

Take these steps before filing a claim

If the solutions provided above do not resolve the issue, you have the option to initiate a claim for reimbursement through the Super Guarantee.

First, ascertain your eligibility: To qualify, the reimbursable incident should be linked to a pet care service that was booked and paid for on Superhoomans.com, and the injury or damage should have occurred within the service’s booked dates. Notification of the incident to Super must also be made within 48 hours after the service concludes.

To initiate your claim: Reach out to our Trust & Safety team at 888-727-1140 or trust@super.com, and we will assist you through the claims procedure.

Subsequent steps following the claim: All information relevant to the claim will undergo assessment to establish whether the incident resulted from care provided during a service booked and paid for on Super. We will engage with all parties involved to gather comprehensive details, including written statements from each party. These documents will play a crucial role in the review process.

What to Include in Your Claim

For Veterinary Care Claims

When submitting claims related to vet care expenses, ensure you provide the following:

  • Detailed veterinary treatment notes and invoices issued by a practicing veterinarian who is board-certified.
  • Any relevant photos, additional receipts, and supporting documents.

Note: All necessary documents must be submitted within seven days of the injury. Once we receive your documentation, our Super's claims team will carefully review everything to determine eligibility. If there are any additional inquiries, we may reach out to either party involved.

For property damage claims

If you're filing a claim for property damage, please include the following documentation:

  • Clear photographs depicting the damage incurred.
  • Receipts, original product packaging, warranty cards, or any evidence of ownership that helps establish the fair market value.

Note: Eligible damages pertain to the pet owner’s residence or property. Generally, damages caused by a pet owner’s dog to their own property aren't covered. To proceed with a claim, you might be asked to provide proof of claim submission via your homeowner's insurance or a documented police report.

We're pet parents too, and we understand the emotional and challenging nature of these situations. This is why we offer the reassurance of the Super Guarantee. Our dedicated Support and Trust & Safety teams are available around the clock to assist you throughout this process, answer your queries, and provide unwavering support for both you and your furry companions.

FAQs

No, the Super Guarantee is not an insurance plan. Reimbursement under the Super Guarantee is typically covered by Super's resources, although we retain the option to involve our insurance partners when necessary or suitable.
The Super Guarantee serves to bridge the gap in situations where the responsible party, often the pet care provider, cannot or will not cover costs related to damage or injury caused by their negligence, and traditional insurance is unavailable. This guarantee represents a contractual commitment from Super to safeguard its users, enforceable in accordance with the Super Guarantee Terms and Conditions.

The timeline can vary, but we are committed to prompt resolutions. Our aim is to address all claims within 14 days of receiving all the required documentation.

Refunds and reimbursements are evaluated on a case-by-case basis. Concerning service refunds, Super expects pet owners and pet care providers to attempt resolution before initiating a reimbursement claim. We recommend first trying to communicate with the other party via your Super inbox.

We take the concerns of both pet owners and pet care providers seriously. Safety is paramount, and appropriate actions will be taken based on fault. Responses range from guidance to removal from the community. Our goal is always to arrive at a fair resolution.

Covered:

  • Veterinary care for injuries to a pet owner's pet(s) while under a pet care provider's supervision (when the provider could be held liable).
  • Veterinary care for injuries to the pet care provider’s resident pet(s) caused by a pet owner’s pet(s) (when the owner could be held liable).
  • Physical damage to a pet owner’s personal property caused by the pet care provider.
  • Out-of-pocket medical expenses arising from injuries to certain third parties caused by a pet owner’s pet(s).

 

Not Covered:

  • Damage to a pet care provider's property or that of related individuals.
  • Damage to a pet owner’s property caused by their own pets.
  • Injuries or damage occurring outside the period of a Rover-booked and paid service, including Meet & Greets.
  • Vet care extending more than 30 days beyond the injury date.
  • Treatment costs for preventive care, preventable illnesses, or pre-existing/chronic/breed-specific conditions.
  • Preventable issues like fleas, ticks, or parasites.
  • Injuries to pet care providers, pet owners, or related individuals.
  • Consequential, emotional, or non-economic damages from injuries or incidents.
  • Losses and damages covered by other insurance like health, pet, home, or renters insurance.

FIND US ON

Instagram Facebook Whatsapp

COMPANY

SERVICES

CAREERS

CONTACT US

Copyright © 2024 All Rights Reserved. | PAWSVERSE SOLUTIONS PRIVATE LIMITED | Crafted with ♥ in India

SIGN IN TO SUPERHOOMANS

Login as a ‘USER’

[otp_login title="Login with OTP"]
Login