# Resolving Service Issues: Incident Resolution Guidelines for Pet Parents > Wag! is committed to providing the best and safest experience for the pets, Pet Parents, and Pet Caregivers using the platform. In the event of an iss... Source: https://support.wagwalking.com/en_us/what-do-i-do-if-i-have-an-issue-with-my-service-incident-resolution-guidelines-pp-BkT_mHzVc Last updated: 2025-01-24T21:03:46.800Z #### Wag! is committed to providing the best and safest experience for the pets, Pet Parents, and Pet Caregivers using the platform.  In the event of an issue with the service provided by a Pet Caregiver, please reference the table below or [**the Incident Resolution Guidelines on Wag!'s dedicated safety site**](https://safety.wagwalking.com/incident-resolutions-guidelines). Pet Parents are requested in most instances to contact the Pet Caregiver directly first in an attempt to resolve any dispute.  #### ## How can I contact the Caregiver? #### Pet Parents can [**connect with Caregivers**](https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-caregiver-pp-H1gMIq7E5) through the Wag! in-app Chat feature. You can also select the Caregiver you want to connect with by tapping on "Account" in the bottom navigation bar of the Wag! app and then selecting “Past Caregivers." For those on a mobile device, may also tap [**here**](http://dlwag://messages) to open their Wag! app “Inbox.” For concerns that cannot be resolved directly with the Pet Caregiver, please reference the [**Wag! Community Guidelines**](https://wagwalking.com/community-guidelines/) and [**Claims Policy**](https://safety.wagwalking.com/claims-policy). #### ## What if I have an urgent issue with my service? #### Wag! is committed to promptly addressing urgent service issues. It is requested that only urgent safety concerns are brought forth through the Wag! app. To do so: 1\. Tap "Account" from the bottom navigation bar 2\. Tap the red bell icon to “Contact Trust & Safety” ![](https://cdn.kustomerhostedcontent.com/media/61159410230cde9d5e6fbd8c/38506bb43de84901d7f5ef8448025390.png) > _**Note:** The Trust & Safety team is available 6 AM - 6 PM Pacific Time. The ability to immediately Contact Trust & Safety is available 3 hours prior to the service start time and up to 3 hours post-service. Emails with any concerns can always be sent to [**wagsupport@wagwalking.com**](mailto:wagsupport@wagwalking.com)._ ### ISSUE: What should I do if I am involved in an altercation? #### **Pet Owner** #### **Wag!** #### In the unlikely even that you are involved in an altercation while utilizing the Wag! Platform, please immediately inform the proper authorities and Wag!. #### #### Wag! is not liable for the performance or conduct of Pet Parents or Pet Caregivers, whether while actively utilizing the Wag! Platform and its services, or outside of the Wag! Platform. In the event of an altercation while on the platform, please notify the proper authorities as well as Wag!. #### ### ISSUE: What if my pet gets sick or injured while being services or as a direct result of a service on the Wag! platform? #### **Pet Owner** #### **Wag!** #### Prior to the service, you have divulged any material information about your pets, including pre-existing medical conditions and other behavioral issues that may be relevant to or impact a Pet Care Provider's ability to provide the services. You have also verified that your pet is fully vaccinated and up-to-date with all forms of preventative medicine and is free from fleas, ticks, and other pests. If your pet becomes ill as a direct result of a Service with Wag!, please notify your veterinarian and Wag!.  NOTE: If your Pet Caregiver or Wag! reaches you with a request to authorize medical care for your pet and you refuse, you therefore waive, release and promise never to assert any claims or causes of action arising from failure to seek such care. #### Once Wag! is notified, our dedicated team will reach out to all parties for statements. Wag! assumes no liability but will work with the parties involved to help facilitate a resolution. ### **ISSUE:** What if my pet attacks someone? #### **Pet Owner** #### **Wag!** #### You are fully responsible for the actions of your pet(s). You understand, acknowledge and agree that, as between you and Wag!, you shall be liable for any and all claims, costs, proceedings, demands, losses, damages, and expenses (including, without limitation, reasonable attorney's fees and legal costs) of any kind or nature, arising from or relating to, the behavior of your pet(s), including without limitation, claims by third parties (including Pet Caregivers) for damage, loss or injuries from bites or attacks on such third parties by your pet(s). #### Once Wag! is notified, our dedicated team will reach out to all parties involved for statements and insurance information. Wag! assumes no liability but will work with all parties involved to help facilitate a resolution. ### **ISSUE:** What happens if I am a victim of a Phishing attempt? #### **Pet Owner** #### **Wag!** #### As a user, you are responsible for all activities that occur under your account and you can notify us of any unauthorized access or use of your account. You are also responsible for the safety of your personal information. Do not give out your passwords to anyone claiming to be Wag!. #### Wag! is not responsible or liable for any damage or loss related to any unauthorized access or use of your account, including but not limited to, as a result of phishing or other similar attacks. Additionally, Wag! will never ask you for your passwords or login information. ### **ISSUE:** What happens if the Pet Caregiver misplaces my key(s)? #### **Pet Owner** #### **Wag!** #### In the event your key has been misplaced, contact Wag! right away. As Wag! is not responsible for lost or misplaced keys, a replacement, if necessary, will be the responsibility of the Pet Caregiver. #### A Wag! team member will assist both parties to return the dog(s) safely inside, as well as assist with mediating a key replacement if necessary, in accordance with our Community Guidelines. Note that Wag! is not responsible or liable for the loss of a Pet Parent's key. Please see the [**safety section**](https://safety.wagwalking.com/) for more information on the [**Wag! Community Guidelines**](https://safety.wagwalking.com/community-guidelines), [**Terms of Service**](https://safety.wagwalking.com/terms), and other safety resources.