Community guarantee | protected peer-to-peer pet care

Overview

Bloom operates a peer-to-peer platform connecting pet owners and borrowers for pet-related arrangements. Bloom does not employ borrowers, does not provide pet care services, does not supervise arrangements in person, and does not act as an insurer, broker, underwriter, claims handler, or guarantor of user conduct.

As a voluntary goodwill gesture, Bloom may, in rare and limited situations, choose to consider reimbursement of certain documented veterinary expenses under the Bloom Community Guarantee where a confirmed platform arrangement is involved and the responsible user is unwilling or unable to resolve the matter directly.

Bloom is a subscription-based community platform. Users pay for access to messaging, matching, and community features. Bloom does not process service-by-service booking payments between users, and this Guarantee must not be interpreted as proof that Bloom sells pet care services or assumes responsibility for user-to-user arrangements.

This program exists to support trust in the Bloom community, but it is not insurance, creates no legal right, entitlement, reliance interest, or promise of payment , and applies only in the narrow circumstances described on this page.

This page must be read together with Bloom’s Terms of Service and Privacy Policy.

1. Important Legal Notice

The Bloom Community Guarantee is entirely voluntary and discretionary. It is not insurance, a warranty, a contractual benefit, an indemnity, or a legal obligation. Bloom has no duty to review, approve, or pay any amount.

Bloom may deny, limit, reduce, condition, suspend, modify, or discontinue any review or any payment at any time, with or without notice, and for any reason permitted by law. No statement, illustration, support interaction, email, review process, prior decision, or example creates liability, admission of fault, precedent, or expectation of payment.

Users remain solely responsible for their conduct, disclosures, pet handling decisions, supervision, risk assessment, and compliance with applicable laws. Users should maintain appropriate pet, health, property, travel, and liability insurance where relevant.

Users must not rely on this program as a substitute for their own insurance, emergency preparedness, or direct legal remedies against another user.

2. Maximum Discretionary Amount

Any goodwill reimbursement Bloom elects to provide will not exceed CAD $1,500 per incident, in total, per confirmed arrangement. Any approved amount will be calculated only after the requesting member first bears a CAD $100 excess fee.

This is a strict cap, not a minimum, target, or guaranteed amount.
The requesting member must bear the first CAD $100 of any amount Bloom elects to approve under this program.
Bloom will only consider reimbursement of the portion of an approved amount that exceeds the CAD $100 excess fee.
If the total amount Bloom approves is CAD $100 or less, no reimbursement will be paid.
Only one request/review per incident or arrangement will generally be considered unless Bloom decides otherwise.
Once the cap is reached, no further treatment, follow-up, or related costs will be considered under that incident.
Bloom may change, suspend, or end this program and any cap at any time.

3. What May Be Considered (Inclusions)

If Bloom chooses to review a matter, Bloom may consider reasonable, documented veterinary expenses directly resulting from an accidental injury to a guest pet that occurred during the exact dates and times of a confirmed Bloom arrangement recorded within the platform.

Bloom may also consider emergency veterinary transport costs where those costs are directly tied to the same incident and are supported by adequate documentation.

In reviewing a request, Bloom may consider whether the injury appears to have resulted directly from the acts or omissions of the borrower or other participating user during the confirmed arrangement period, including, for example:

injuries inflicted by another animal while the guest pet was under the borrower’s supervision;
accidental ingestion of foreign bodies or harmful objects during the confirmed arrangement;
injuries sustained during transportation to, from, or during the arrangement by the borrower;
other accidental physical injuries that are clearly documented and linked to the arrangement period.

No other losses are eligible unless Bloom expressly decides otherwise in writing. This means property damage, legal liability, lost income, emotional distress, travel disruption, cancellation losses, or third-party bodily injury are not part of this program.

4. Eligibility Criteria

Bloom may decline to review any request. Even where Bloom reviews a request, reimbursement is never guaranteed. Bloom may consider whether all of the following were satisfied:

The arrangement was created, confirmed, and documented through the Bloom platform before the incident occurred.
The requesting user had an active paid subscription in good standing at the time of the incident.
The requesting user was not using a free trial at the time of the incident.
The incident occurred only during the exact dates and times of the arrangement as recorded in the Bloom platform.
A meet and greet took place before the arrangement start date where required, including for first-time matches between those users.
All relevant pet needs, health issues, medications, restrictions, routines, behavioral risks, and special handling instructions were documented in writing through the platform or approved Bloom intake forms.
The guest pet profile was accurate, complete, and up to date, including vaccination status, medical history, behavior risks, and any legally required identifying information.
The borrower or participating user used the in-app Emergency button or equivalent Bloom emergency reporting flow promptly so that the pet owner was alerted and Bloom retained an internal log of the incident.
Bloom support was notified within 12 hours of the incident.
The requesting user used best efforts to communicate honestly, transparently, and cooperatively with Bloom and any reviewer acting on Bloom’s behalf.
The user supplied sufficient evidence of the incident, including photos, platform messages, and original invoices or receipts.
Within 10 days of the injury, the user submitted written documentation from a licensed practising veterinarian confirming:
- the diagnosis and nature of the injury;
- the treatment provided and costs incurred;
- that the injury is consistent with having occurred during the arrangement period; and
- that no listed exclusion obviously applies, to the extent the veterinarian can reasonably address that question.

Even where Bloom chooses to approve a goodwill reimbursement, the requesting member must first bear the CAD $100 excess fee, and Bloom will only consider reimbursement of any approved amount above that threshold.

Failure to cooperate, delayed notice, incomplete documentation, missing platform records, or false, misleading, withheld, or fraudulent information will terminate any possibility of discretionary consideration.

5. Exclusions & Limitations

The following are generally excluded from the Bloom Community Guarantee, even if other criteria are met:

Platform Scope and Arrangement Requirements

Incidents arising during meet and greets.
Incidents not logged through Bloom’s platform systems where Bloom cannot verify the arrangement, timing, messages, or users involved.
Services, side deals, informal handoffs, off-platform arrangements, or conduct occurring outside the Bloom platform environment.
Incidents occurring before the arrangement start, after the arrangement end, or outside the dates/times shown in the platform records.
Any matter where the involved user did not have an active paid subscription in good standing at the relevant time.
Any matter arising while the involved user was still on a free trial.

6. Injuries and Conduct

Treatment for injuries resulting from breach of professional duty, gross negligence, intentional harm, abuse, fraud, criminal conduct, or violation of Bloom’s Terms of Service by any party.
Incidents arising from unsafe handling choices, including walking a pet off leash where unsafe, prohibited, unlawful, or clearly unsuitable.
Injuries to free-roaming cats or other pets while outside the owner’s property or otherwise unsafely unsupervised.
Road incidents, fights with other animals, falls, escapes, or similar events where the surrounding facts indicate unreasonable risk-taking, disregard of instructions, or failure to use ordinary care.
Losses due to intentional or criminal acts, including theft.

Illness, Medical Conditions, and Treatment Types

Pre-existing, chronic, degenerative, congenital, hereditary, or breed-specific conditions.
Illness rather than accidental injury, including respiratory infections, urinary tract or bladder infections, blood disorders, vomiting, diarrhoea, gastrointestinal disorders, and similar medical conditions.
Stress, anxiety, behavioral episodes, or self-inflicted injuries, including scratching, licking, chewing, or similar conduct.
Allergy-related issues, dermatological flare-ups, or itching that leads to self-trauma.
Preventable conditions such as flea, tick, worm, parasite, or vaccine-preventable illnesses.
Any recurrence of a parasite or illness first contracted before the arrangement.
Costs arising from mating, pregnancy, sexual assault, fertility issues, or related complications.
Routine, preventive, elective, cosmetic, para-veterinary, or non-emergency care.
Physiotherapy, hydrotherapy, massage, acupuncture, chiropractic treatment, rehabilitation, supplements, or other non-standard veterinary services unless Bloom explicitly approves them.
Dental care, grooming, training, boarding upgrades, pet food, wellness products, or other non-medical expenses.
Long-term care extending more than 30 days from the date of the incident.

Property, Travel, Liability, and Other Financial Losses

Property damage of any kind, including damage to homes, furniture, flooring, vehicles, personal items, rental property, landscaping, or cleaning costs.
Damage caused to the pet owner’s property, the borrower’s property, a landlord’s property, or any other person’s property.
Third-party bodily injury claims of any kind.
Travel costs of any kind, including fuel, rideshare, taxi, mileage, hotel, flights, or changed travel plans.
Holiday disruption, cancellation fees, missed reservations, lost deposits, or similar consequential losses.
Loss of income, business interruption, time off work, subscription value claims, or ongoing claim-related expenses.
Non-economic damages such as emotional distress, pain and suffering, sentimental value, reduced show value, scarring, or permanent disability damages.
Legal fees, investigation expenses, expert fees, dispute costs, or collection costs.

External Events and Other Coverage

Acts of nature, force majeure, or events beyond the reasonable control of the parties, including wildfire, earthquake, storm, flood, utility failures, service outages, or Internet disruption.
Any amounts already paid or payable under another insurance policy, reimbursement program, indemnity, or compensation source. The Bloom Community Guarantee is always secondary and discretionary.
Any claim where the user failed to first pursue other available insurance or reimbursement sources when Bloom requests that they do so.

6. Who / What Is Excluded

The borrower’s own pets, unless the borrower is registered as Pet Owner and the pet is listed in the arrangement.
The pet owner’s family members, household members, significant others, or guests.
The borrower’s family members, household members, significant others, roommates, visitors, or anyone accompanying or assisting the borrower.
Third parties who are not direct participants in the confirmed arrangement.
Visitors who bring pets to a borrower’s home that are not part of a confirmed Bloom arrangement.
Unlisted, unbooked, or visiting pets present during the arrangement.
Any pet involved in a previous attack on another animal or human that required medical treatment, where that history was material to the incident.
Any claim involving a pet lacking legally required microchip, registration, vaccination, licence, or other legally required compliance records.
Users with recent criminal convictions in the prior 5 years, excluding minor traffic matters, where Bloom determines the conviction is relevant to platform trust or safety.

For clarity, the Bloom Community Guarantee does not provide medical, liability, or property coverage for visitors, helpers, roommates, partners, relatives, or any other people entering a borrower’s residence or assisting with pet care. Those people are not treated as protected third parties under this program.

7. Claim Request Process

If a guest pet is injured and you want Bloom to consider a reimbursement request, you must act quickly so that the platform retains a reliable incident record.

Use the in-app booking Emergency button immediately so the pet owner is alerted and Bloom records the report.
Seek prompt veterinary care where reasonably necessary.
Notify Bloom support within 12 hours of the incident.
Preserve evidence, including photos, messages, receipts, invoices, and discharge notes.
Submit all requested materials honestly and within Bloom’s stated deadlines.
Cooperate with Bloom’s requests for clarification, chronology, and supporting documents.
Where relevant, first pursue other available insurance or reimbursement channels.

Bloom aims to review complete submissions within approximately 30 days where possible, but timing depends on complexity, severity, evidence quality, and cooperation from all involved parties. Incomplete, inconsistent, delayed, undocumented, or unsupported requests may be denied or closed without further review.

8. Required Documentation

Bloom may require any information it considers reasonably necessary to assess a request, including:

proof of active paid membership at the relevant time;
platform arrangement confirmation, platform timeline data, and emergency-report logs;
platform messages and written care instructions;
detailed photos or videos of the injury, scene, or relevant circumstances;
original veterinary invoices, treatment plans, payment receipts, and clinical notes;
written notes from a licensed veterinarian confirming diagnosis, timing, and treatment;
evidence that the incident occurred during the arrangement period logged in Bloom;
evidence that the claimed amount has not already been reimbursed elsewhere;
any additional statement, form, timeline, or supporting document Bloom reasonably requests.

Failure to provide adequate, timely, complete, and truthful documentation will end any possibility of discretionary consideration. Providing false, misleading, altered, or fraudulent information terminates all potential benefits under this program.

9. Discretion and No Reliance

Bloom interprets and applies this program in its sole and absolute discretion. Bloom may require releases, proof of membership status, proof of platform reporting, additional information, cooperation from other users, or other conditions before deciding whether to consider any amount at all.

Bloom may deny a request where the loss, injury, or damage arose in whole or in part from conduct that violates Bloom’s Terms of Service, Community Guidelines, safety guidance, applicable law, or any written instructions tied to the arrangement.

No prior reimbursement, support statement, or example creates a binding standard for future cases. Each matter may be treated differently based on its facts, documentation, user conduct, platform records, and Bloom’s internal judgment.

Where Bloom elects to provide any goodwill reimbursement, Bloom may apply the CAD $100 excess fee first and only consider payment of any approved amount above that level.

Nothing on this page limits non-waivable statutory rights under applicable law. Otherwise, this page describes a discretionary goodwill program only.

Key Definitions

Guest Pet: A pet belonging to a pet owner that is specifically listed in the confirmed Bloom arrangement. Each pet must have its own separate and accurate profile.
Confirmed Arrangement: A pet-related arrangement that is created and recorded through the Bloom platform for specific dates and times between participating users.
Borrower: A user who connects with a pet owner through the Bloom platform to spend time with, walk, host, or otherwise care for a guest pet under a confirmed arrangement.
Pet Owner: The user whose pet is listed in the confirmed Bloom arrangement.
Excess Fee: A CAD $100 amount that the requesting member must bear first before Bloom considers any discretionary reimbursement under the Bloom Community Guarantee.
Active Paid Subscription: A current Bloom membership that has been fully activated through Bloom’s subscription system and is not expired, suspended, cancelled, refunded, or in free-trial status.
Pre-existing Condition: Any injury, illness, disease, symptom, vulnerability, or issue, whether diagnosed or not, that affected the pet before the arrangement started.
Chronic Condition: A persistent or long-lasting illness or condition that generally is not quickly curable and may recur or require ongoing management, including allergies, diabetes, cancer, epilepsy, thyroid disease, kidney disease, inflammatory bowel disease, chronic ear or skin issues, and similar conditions.
Preventable Condition: A condition that standard veterinary care or routine prevention may reasonably avoid, including parasite infestations and vaccine-preventable disease.
Breed-Specific Condition: A condition commonly associated with a specific breed or type of pet.
Third Party: A person who is not the pet owner, borrower, roommate, household member, family member, significant other, visitor, helper, or anyone otherwise providing pet care on the borrower’s behalf.
Visiting Pet / Unbooked Pet: Any pet present during an arrangement that is not part of the confirmed Bloom arrangement, including a visitor’s pet or a pet cared for through another arrangement.

Contact

Questions or reimbursement requests may be sent to bloomguarantee@bloompetshare.ca .