Trust & Safety
How we work to keep every booking trustworthy. We follow a structured Guardian onboarding and verification process and use clear, accurate language about what we check.
Guardian Identity Checks
Every Guardian submits identification documents, which we review before activation. Identity verification is completed before any booking is accepted.
Eligibility Review
We review each applicant's eligibility to provide their selected services in accordance with applicable Saudi requirements. A valid Iqama alone does not establish eligibility for independent paid services.
Service-Specific Approvals
Approval is granted per service. A Guardian approved for walking may not be approved for boarding or in-home sitting unless separately assessed.
Professional Qualifications
Where relevant, veterinary credentials, professional registrations and business licenses are reviewed. A veterinary qualification alone does not automatically authorize all pet-care services.
Customer Ratings
After every booking, customers can rate and review their Guardian. Ratings feed into Guardian metrics and ongoing eligibility.
Guardian Conduct Standards
Guardians agree to conduct standards covering animal welfare, communication and professionalism. Breaches may result in suspension or removal.
Booking & Cancellation
Bookings follow a structured flow with a mandatory introduction stage. Cancellation terms are set out in our Cancellation Policy and applied consistently.
Dedicated Support
Our support team is available before, during and after every booking to help with any concern.
Customer Complaints
Customers can raise a complaint at any time through our support team at support@pawguardianshub.com. We acknowledge complaints, investigate, and take appropriate action, which may include Guardian suspension or removal where standards have been breached.
Incident Reporting
If a pet becomes unwell or an incident occurs during a booking, Guardians are instructed to seek veterinary care where authorized and notify the customer and our support team immediately. We coordinate assistance and review the incident.
Verification Limitations
Guardian verification is conducted by PawGuardians Hub based on the information and supporting documents available. Approval is service-specific and does not constitute government certification or a guarantee of performance. We do not claim criminal background checks or government-database identity authentication unless and where these are actually performed.