If a problem arises during an active booking, act immediately and use the platform for all communication.
Immediate steps
- Contact the sitter via the in-app chat. Do not rely on WhatsApp or other external channels — platform messages are timestamped and documented.
- File an incident report from the booking detail page if the situation is serious (injury, lost pet, property damage, or welfare concern).
- Contact ForRico support if the sitter is unresponsive or if you need urgent assistance.
What happens after a report
The support team reviews the incident and may intervene in the booking. In serious cases, the team can coordinate alternative care, process refunds, or escalate to relevant local services.
After the booking
If the stay completed but the service did not meet the agreed standard, raise the issue before confirming completion. Once you confirm no issues and payment is released, the dispute window closes.
Emergency veterinary care
If your pet requires emergency vet attention during a stay, the sitter should act immediately and contact you. Berlin has several 24-hour veterinary practices. Make sure your sitter knows your preferred vet's contact details before the stay begins.