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Rover Store Policies


Replacement & Refund Policy

Is my product eligible?

Our Replacement and Refund Policy only covers products that fail to perform or are damaged due to a material or manufacturing error (a “Defective Item”). Our Replacement and Refund Policy does not cover errors due to incomplete or inaccurate information or for any typos associated with customized products. Because of the custom nature of our printing and product fulfillment processes, we are unable to accept returns or offer replacements or refunds for print on-demand customized orders once an order has been approved online and placed in our system. Printing and custom product orders are fulfilled automatically, therefore we are unable to review or verify the accuracy or visual correctness of your order prior to it being printed or fulfilled. It is your sole responsibility as the customer to confirm the accuracy of all data, graphics and content contained in your order prior to approving and submitting your order. We are not responsible for any incomplete or inaccurate information or for any typos associated with your order.

How do I request a replacement or a refund of a Defective Item?

Please inform by creating a support ticket within 30 days of your purchase. We will do our best to replace or refund Defective Items. However, please note that all replacements and refunds are at the discretion of our team, and we do not support exchanges for different products. We may require that the Defective Item be returned for inspection before issuing a replacement or refund.

We will notify you of the approval or rejection of your refund or replacement request. If you are approved for a refund, a credit will automatically be applied to your credit card or original method of payment. If you are approved for a replacement, we will process a new transaction at no cost to you based on information (product details, shipping information, etc.) provided by you.

Shipping Information

Our goal is to manufacture and ship every order as quickly as possible while also maintaining our high standard of quality. To that end, your order should arrive within 8-10 business days. 

We ship all orders Monday through Friday (excluding major holidays). We currently are only able to offer Standard Shipping (3-8 business days), however we’re working on offering other options! Once your order has shipped, you will receive an email with your order's tracking number (for shipping methods where tracking is available) as long as you entered a valid email during checkout. 

Standard Shipping: Orders shipped via Standard Shipping method generally arrive in 3-8 business days following the standard production process. We utilize a variety of carriers in order to provide the fastest option available to your location. 

*We are not responsible for orders delayed by shipping carriers due to adverse weather conditions or mechanical issues.

*Time frames listed above are estimates and vary depending on specific shipping location.

 

Rover Store Terms of Service 

By visiting and/or purchasing something from the Rover Store (the “Store”), you agree to be bound by the terms below (the “Store Terms”) and the Rover.com Terms of Service (the “Terms of Service”). The services we provide on the Store (the “Store Services”) are part of the “Rover Services” described in the Terms of Service. 

    • Hosted by Shopify: The Store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products (the “Products”) to you.
    • Privacy and Personal Information: Your submission of personal information through the Store is governed by our Privacy Statement. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
    • Replacements and Refunds: Replacements or refunds of our Products are subject to our Replacement and Refund Policy.
    • Right to Refuse Services: We reserve the right to refuse service to any person and to limit the Store Services or any Products based on geographic region or jurisdiction for any reason at any time. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
    • Right to Modify or Discontinue: We reserve the right at any time to modify or discontinue any Product or the Store Services (or any part or content thereof) without notice at any time. All descriptions of Products or pricing are subject to change at anytime without notice, at the sole discretion of us. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of any Product or the Store Services.
    • Warranty Disclaimer: Please note that the Store Services, Products and the information on the Store (including any Product descriptions, pricing, promotions, offers, shipping charges, transit times and availability) are provided subject to the disclaimers in Section 15 of the Terms of Service to the fullest extent of the law. We do not warrant that the quality of any Products, Store Services, information, or other material purchased or obtained by you will meet your expectations. While we aim to display as accurately as possible the colors and images of our Products that appear at the Store, we cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right to correct or update any information, and to change or update information or cancel orders if any information on the Store or on any related website is inaccurate at any time without prior notice (including after you have submitted your order), but are not obligated to do so except as required by law. 
    • Void Where Prohibited: Any offer for any Product made on the Store is void where prohibited.
    • Your Obligations: You agree to provide current, complete and accurate purchase and account information for all purchases made at the Rover Store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
    • Contact Us: Questions about the Store Terms should be sent to us by creating a support ticket from the Rover Store, by emailing store-help@rover.com or by calling Rover.com's Customer Service line at 888-453-7889.

 

Rover Privacy Statement

This Privacy Statement explains how A Place for Rover, Inc. (“Rover, “we,” or “us”) collects and uses your personal information to provide our services to you. This Privacy Statement applies to personal information we collect when you use our websites, mobile applications and other online products and services (collectively, the “Services”) or when you otherwise interact with us. This Privacy Statement does not apply to websites, applications, or services that display or link to other privacy statements.  

We may change this Privacy Statement from time to time. If we make changes, we will notify you by revising the date at the top of this page. If we make material changes, we will provide you with notice through the Services or through other means, such as email. We encourage you to review the Privacy Statement whenever you access the Services or otherwise interact with us to stay informed about our privacy practices and the ways in which you can exercise choice over these practices.  The practices described in this Privacy Statement are subject to applicable laws in the locations in which we operate; this means that we only engage in the practices described below in a particular location if permitted under the laws of that location. Capitalized terms used but not defined in this Privacy Statement have the meanings given to them in the Terms of Service.

Table of Contents 

How Do We Collect and Use Your Information? 

How Do We Share Your Information?

Information Security

Information Retention 

Your Choices

UK and European Economic Area Data Protection Rights

Contact Us

How Do We Collect and Use Your Information?

The information we collect varies based on how you interact with us, which Services you use, and the choices you make. We collect and process information about you with your consent and/or as necessary to provide the products and services you use, operate our business, meet our contractual and legal obligations, protect the security of our systems and our customers, or fulfil other legitimate interests.

We collect information about you in various ways when you use our Services, including information you provide directly, information collected automatically, and information collected via third-party data sources.

When you are asked to provide information, you may decline. But if you choose not to provide information that is necessary for certain products or features, those products or features may not be available or function correctly.

The table below sets forth how we may collect and use your personal information and, for website visitors or users of the Services from the UK or the European Economic Area (EEA), the legal basis on which we rely for that use. 

 

Category of Personal Data

Processing Purpose

Legal Basis for Processing*

Information You Provide to Us

We collect information you provide directly to us, as follows:

Account Information

includes personal information we collect when you create an account, create or edit your profile, or list your Pet Care Services through the Rover Service.  Account information includes your name, email address, postal address, phone number, photos, date of birth, pet information (such as breed, age, photos, veterinarian, or immunization status), availability and any other account-related information you choose to provide.

We use this information to 

  • create and register your account on the Rover Service;
  • provide, maintain and improve our Services;
  • enable communications between you and other users of the Services;
  • send you technical notices, updates, security alerts and support and administrative messages;
  • present you with content that is relevant to you.

Contract Performance

Legitimate Interests

Communication Information
includes the content of any communications you send and receive through the Services, such as messages or reviews (including private reviews), communications you send and receive when you participate in any other interactive features of the Services, or your communications to or from Rover (including the content of any recorded telephone calls). 

We use this information to 

  • provide, maintain and improve our Services;
  • detect, investigate and prevent fraudulent transactions and other illegal or unauthorized activities and protect the rights and property of Rover and others;
  • respond to your comments, questions and requests and provide customer service.

Consent

Contract Performance

Legitimate Interests

Legal Obligation

Payment & Tax Information

includes payment information you provide to us, such as the amount and type of services purchased, the date and time of a transaction, and payment card information. (Transactions are processed by our third-party payment processors.) 

If you are a Service Provider, we and our third-party payment processors may also collect certain payment disbursement information to distribute your revenue from the Pet Care Services you provide via the Rover Service. 

If you are a Service Provider, we may also collect your tax identification number.

We use this information to

  • facilitate and process transactions and send you related information, including booking and payment confirmations and tax documentation (where required);
  • detect, investigate and prevent fraudulent transactions and other illegal or unauthorized activities and protect the rights and property of Rover and others.

Contract Performance

Legitimate Interests

Legal Obligation

Identification Information

If you are a Service Provider, we and our third-party service providers may also collect certain personal information from you for purposes of verifying your identity or conducting a background check, depending on where you are located:

  • in the U.S. and Canada, our third-party background check provider collects your social security or social insurance number to conduct a background check; 
  • in the UK and the EEA, our third-party identity verification provider collects your photo and an image of your passport, government identity card, or driver’s license to verify your identity. 

We use this information to 

  • conduct Identity Verification or a Background Check prior to you listing your Pet Care Services on the Rover Service; 
  • detect, investigate and prevent fraudulent transactions and other illegal or unauthorized activities and protect the rights and property of Rover and others;
  • use this information to create a payment disbursement account with our third-party payment processor on your behalf.

Consent

Contract Performance

Legitimate Interests

Other Information

includes all other personal information you provide to us, such when you submit a job application, participate in a promotion, complete a survey, communicate with us via third party social media sites, request customer support, provide us with contact information for a referral, or otherwise communicate with us. 



We use this information to 

  • respond to your comments, questions and requests and provide customer service;
  • communicate with you about products, services, offers, promotions, rewards, and events offered by Rover and others, and provide news and information we think will be of interest to you;
  • facilitate contests, sweepstakes and promotions and process and deliver entries and rewards;
  • fulfill your referral requests;
  • carry out any other purpose described to you at the time the information is collected.

Consent

Contract Performance

Legitimate Interests

Information Collected Automatically When You Use the Services

When you access or use our Services, we automatically collect information about you, as follows:

Log Information

We collect log information about your use of the Services, including the type of browser you use, access times, pages viewed, your IP address and the page you visited before navigating to our Services.

We use this information to 

  • present the Services to you on your device;
  • provide, maintain and improve our Services;
  • send you technical notices, updates, security alerts and support and administrative messages;
  • detect, investigate and prevent fraudulent transactions and other illegal or unauthorized activities and protect the rights and property of Rover and others;
  • communicate with you about products, services, offers, promotions, rewards, and events offered by Rover and others, and provide news and information we think will be of interest to you;
  • link or combine with information we get from other sources to help understand your needs and provide you with better service.

Consent


Contract Performance


Legitimate Interests



Device Information

We collect information about the computer or mobile device you use to access our Services, including the hardware model, operating system and version, unique device identifiers and mobile network information.

Location Information

We may collect information about the location of your device each time you access or use certain features of our mobile applications or otherwise consent to the collection of this information. For more details, please see “Your Choices” below.

Cookie Information

We use various technologies to operate our Services and collect information, including cookies and web beacons (collectively, “Cookies”).  Most browsers are set to accept cookies. To learn more about how we use Cookies and how to manage your preferences, please read our Cookie Policy.

Information We Collect from Third Parties

We may collect information about you from third parties, as follows:

Social Media Information

If you create or log into your account through a social media site, we will have access to certain information from that site, such as your name, account information and friends lists, in accordance with the authorization procedures determined by such social media site.

We use this information to 

  • allow you to log in to the Rover Service and to help create a public profile for you;
  • allow you to share certain content related to your use of the Services with your friends, followers or contacts on that social media site.

Consent


Contract Performance


Legitimate Interests 



Other Third-Party Information

includes information from other sources, such as partners with whom we offer co-branded services or engage in joint marketing activities, agencies that conduct background check or identity verification services, and publicly available sources. 

We may use this information on its own or in combination with information you provide to us directly to contact you, send you

promotional materials,

personalize our Service, prepopulate online forms, and

better understand the

demographics of our users.

Consent 


Contract Performance


Legitimate Interests



All Information Set Forth Above

All Information Set Forth Above

We use this information to 

  • provide, maintain and improve our Services;
  • detect, investigate and prevent fraudulent transactions and other illegal or unauthorized activities and protect the rights and property of Rover and others;
  • defend ourselves from potential litigation or legal claims;
  • comply with any applicable legal obligations;
  • carry out any other purpose described to you at the time the information is collected.


Consent


Contract Performance


Legitimate Interests

Legal Obligation

 

*Legal Basis Definitions and Explanations

Term

Legal Basis for Processing

Explanation

Consent

The data subject has given consent to the processing of his or her personal data for one or more specific purposes (Art. 6 (1) 1 lit. a GDPR)

We process this data because you have given us your consent to do so, which you may freely give or withdraw at any time.

Contract Performance

Processing is necessary for the performance of a contract to which the data subject is party or in order to take steps at the request of the data subject prior to entering into a contract (Art. 6 (1) 1 lit. b GDPR)

We process this data to take steps to enter into and perform a contract with you, namely our Terms of Service.  This includes transmitting communications on your behalf, facilitating transactions on the Rover Service, notifying you of important product or service issues and updates, publishing content, and resolving customer support inquiries.    

Legitimate Interests

Processing is necessary for the purposes of the legitimate interests pursued by the controller or by a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child (Art. 6 (1) 1 lit. f GDPR)

We process this data to pursue our legitimate interests, namely in running our business effectively and properly.  This includes developing and improving our products and services, measuring and understanding how people use our products and services, sending you marketing or other service-related communications, conducting market research, and preventing and detecting fraud, or otherwise protecting our users, systems, networks and communications. Your data will not be processed in reliance on this legal basis if our interests are overridden by your interests or fundamental rights.

Legal Obligation

Processing is necessary for compliance with a legal obligation to which the controller is subject (Art. 6 (1) 1 lit. c GDPR)

We process this data to ensure our compliance with our legal obligations.  This includes compliance with financial and tax reporting obligations and responding to governmental requests and legal proceedings.

 

How Do We Share Your Information?

We may share the personal information we collect with third parties as follows or as otherwise described in this Privacy Statement:

  • when you make or accept a booking;
  • when you sign up for and participate in the interactive areas of our Services, such as creating a user profile or writing a review;
  • with vendors, consultants, business partners, and other service providers who need access to such information to carry out work on our behalf;
  • in response to a request for information if we believe disclosure is in accordance with, or required by, any applicable law, regulation or legal process;
  • if we believe your actions are inconsistent with our user agreements or policies, or to protect the rights, property or safety of Rover, its employees, its users (including their pets), or the public;
  • in connection with, or during negotiations of, any merger, sale of company assets, financing, acquisition, divestiture, bankruptcy, dissolution, or other transaction or proceeding involving sale, transfer or divestiture of all or a portion of our business or assets to another company, to the extent permitted under applicable law;
  • between and among Rover and our current and future parents, affiliates, subsidiaries and other companies under common control and ownership; 
  • on an aggregated and anonymized basis; and
  • with your consent or at your direction.

Social Sharing Features

The Services may offer social sharing features and other integrated tools (such as the Facebook “Like” button), which let you share actions you take on our Services with other media, and vice versa. Your use of such features enables the sharing of information with your friends or the public, depending on the settings you establish with the entity that provides the social sharing feature. For more information about the purpose and scope of information collection and processing in connection with social sharing features, please visit the privacy policies of the entities that provide these features.

Advertising and Analytics Services Provided by Third Parties

We may allow others to provide analytics services and/or serve advertisements on our behalf across the Internet. These entities may use cookies, pixel tags, web beacons or other similar technologies to collect information about your use of our websites and third-party websites. To learn more about how these third parties use these technologies and how to manage your preferences, please read our Cookie Policy. Note that if you opt-out of third-party advertising cookies, you will still see online ads, but they will not be personalized.  

Information Security

Rover takes reasonable measures designed to help protect information about you from loss, theft, misuse and unauthorized access, use, disclosure, alteration and destruction. Please be aware that no method of transmission over the Internet or through mobile applications is 100% safe. Therefore, although we use commercially reasonable means to protect your information, we cannot guarantee its absolute security.

Transfer and Location of Information 

The information we collect may be stored and processed in your region, in the United States, or in any other country where we or our affiliates, subsidiaries, or service providers maintain facilities. The processing locations are chosen in order to operate efficiently, to improve performance, and to create redundancies in order to protect information in the event of an outage or other problem. We take steps designed to ensure that the information we collect under this statement is processed according to the provisions of this statement and applicable law wherever the information is located. 

We transfer information from the UK, European Economic Area and Switzerland to the United States and other countries that have not been determined by the European Commission to have an adequate level of data protection. When we do so, we use a variety of legal mechanisms, including executing the Standard Contractual Clauses approved by the European Commission, to help ensure your rights and protections. To learn more about the European Commission’s Standard Contractual Clauses, please click here

Information Retention

We retain information for as long as necessary to provide the products and fulfill the transactions you have requested, or for other essential purposes such as complying with our legal obligations, resolving disputes, and enforcing our agreements. Because these needs can vary for different information types in the context of different products, actual retention periods can vary based on criteria such as user expectations or consent, the sensitivity of the information, the availability of automated controls that enable users to delete information, and our legal or contractual obligations. 

 

Your Choices

Managing Your Account

You may update, correct or delete certain information about you at any time by logging into your account through our website or our mobile application and navigating to the ‘Profile’ link.  If you need assistance, you may visit our Help Centre or contact us using the contact information below. 

If you wish to deactivate your account, please contact us using the contact information below. We may decline requests that are prohibited by law, could adversely affect the privacy or other rights of another person, where we are unable to authenticate you as the person to whom the information relates, or are not required to be honored by applicable law. 

Location Information

When you first install or launch any of our mobile applications that collect location information, you will be asked to consent to the application’s collection of this information. We require location information to use certain features of our Services, so if you do not consent to this collection, you cannot use those features. If you initially consent to our collection of location information, you can subsequently stop the collection of this information at any time by changing the preferences on your mobile device. If you do so, certain features of our mobile applications will no longer function. You may also stop our collection of location information by following the standard uninstall process to remove our mobile application from your device.

Emails

You may choose whether you wish to receive marketing emails from Rover by updating your “Notifications” preferences under “Account Settings” in your online Rover profile or through our mobile application.  If you receive marketing emails and you wish to opt-out, you may also do so by clicking “Unsubscribe” in those emails. If you opt out of receiving marketing emails, we may still send you Service-related emails, such as those about your account or your ongoing business relationship with us.

Mobile Push Notifications/Alerts

We may send push notifications or alerts to your mobile device. You can deactivate these messages at any time by changing the notification settings on your mobile device.  

Text Messages

With your consent as required by applicable law, we may send marketing and/or service-related text messages to your mobile device. You may opt out of receiving these messages by following the prompt in an individual message or updating your “Notifications” preferences under “Account Settings” in your online Rover profile or through our mobile application.  However, if you are a Service Provider in the U.S. or Canada, certain Pet Care Services that you provide (as detailed in the Rover Service) may require you to receive service-related messages. If you do not want to receive these service-related text messages, then in addition to adjusting your Notifications preferences, you must withdraw from providing such Pet Care Services.   

Cookies

Refer to our Cookie Policy for information on how to manage your choices with cookies used on our website. 

 

UK and European Economic Area Data Protection Rights

If the processing of your personal data is subject to UK or EEA data protection law, then in addition to the controls listed above, you have certain rights with respect to that information: 

  • You can request access to or rectification of your personal data. 
  • You can request deletion of your personal data.  However, please note that a request to delete your personal data may be restricted if there is a valid legal reason to retain it and may continue to be retained by third parties with whom you communicated through the Rover Service. We may also retain cached or archived copies of information about your account for up to a year;
  • If the processing of personal data is based on your consent, you can withdraw consent at any time for future processing; 
  • You may have the right to request your personal data in a format in which it can be transferred to another provider; 
  • You can object to our processing of your personal data if that processing is based on the “Legitimate Interests” basis set forth above; and
  • For residents of France, you can send us specific instructions regarding the use of your information after your death.

Contact Us

Account Deactivation
Please call us using the phone number for your region listed below or email us at support@rover.com

Privacy Concerns
If you have any questions, concerns, or complaints about this Privacy Statement, please visit our Help Centre or contact us:

Location

Phone (toll-free)

Email

Mail

France

+33 9 75 18 81 91

aide@dogbuddy.com



A Place for Rover, Inc.
Attn: Privacy
711 Capitol Way S., Suite 204
Olympia, WA 98501
U.S.A.

Germany

+49 32 211 001090

hilfe@dogbuddy.com

Italy

+39 02 9475 6959

aiuto@dogbuddy.com

Norway

N/A

hjelp@dogbuddy.com

Spain

+34 91 123 35 30

ayuda@dogbuddy.com

Sweden

+46 10 138 88 75

fragor@dogbuddy.com

The Netherlands

+31 20 201 8132

hulp@dogbuddy.com

United Kingdom

+44 333 344 1993

help@dogbuddy.com

United States & Canada

+1 888 453 7889

privacy@rover.com 

 

UK/EEA Data Subject Rights
If you wish to exercise your UK or EEA data subject rights, please visit our Help Centre or contact us at datasubjectrequests@rover.com. Please note that we may ask you to verify your identity and request before taking further action on your request. 

If you wish to escalate your inquiry after contacting our Privacy Team, you are welcome to contact our Data Protection Officer, Lucid Privacy Group:

  • By e-mail: dpo@rover.com
  • Rover Data Protection Offer, Attn: Lucid Privacy Group, 1050 Page Street, San Francisco, CA 94117, U.S.A.

You also have the right to lodge a complaint with a regional supervisory authority, but we encourage you to first contact us with any questions or concerns.