The Zoaki Guarantee

What's covered

• Up to €2,000.00 towards eligible vet care per stay.
• An excess of €100.00 is deducted from every claim.
• The guarantee is secondary. If another policy covers part of the bill, that is deducted first and the guarantee meets what remains — up to the cap, after the excess.

The two deadlines

Both run from the date of the incident itself, not from the date you file or the date the vet invoices you.

• File within 14 days. This is the deadline that matters most, and it is shorter than the other on purpose. You do not need final invoices to file — treatment can still be ongoing, and the amount can be left blank and added later.
• Treatment counts for 30 days. Care given after that window falls outside the guarantee, even on a claim filed in time.

What isn't covered

• Injury to people, and third-party liability of any kind.
• Stays that did not happen through Zoaki, or that were arranged or paid for off the platform.
• Costs already met in full by another policy, and claims whose remaining balance falls below the €100.00 excess.
• Pre-existing conditions, and care unrelated to something that happened on the stay.

How to make a claim

Open the booking on Zoaki and file from there. Either side of a stay can file — an owner with a vet bill, or a sitter whose home was damaged — and filing records the date, which is what the deadline above is measured against.

Tell us what happened, when it happened, and attach what you have: photos, and the vet invoice or clinical report if you already have one. A person reviews every claim and you are told the outcome by email.

The rest

The guarantee is a commitment by Zoaki to contribute towards vet costs on the terms above. It is not an insurance policy, it does not make Zoaki a party to the arrangement between an owner and a sitter, and it does not replace your own pet insurance. Sitters on Zoaki are independent, not employees — see our Terms of Service.