Pet Care: FAQs


Pet Care, through Bright Horizons Back-Up Care, provides access to pet care support when you need to work, or during a lapse or breakdown in normal care arrangements.

Watch our Pet Care video to learn more.

Registration to the Bright Horizons portal is free. Please visit your benefits platform for more information, and for any queries or questions, call 0800 247 1101, available 24/7.

Frequently Asked Questions

A: Bright Horizons Back-Up Care is a benefit offered by your company. It can be used anytime you need to be at work and you need help caring for a family member – even your pets.

A: Pet Care is a service provided by Bright Horizons through your Back-Up Care benefit, allowing you to access pet care services through a partnership with Rover. Rover’s services include:

  • Dog walking
  • Cat drop-ins
  • Overnight boarding
  • Pet sitting
  • Day care

A: You must be registered for Bright Horizons Back-Up Care before you can make a reservation for pet care services. We strongly recommend that you register in advance so that you are ready to use the benefit when you need it.

Please visit your benefits platform for more information, and for any queries or questions, call 0800 247 1101, available 24/7.

A: Rover is an industry leader in pet care solutions. The Rover application connects dog and cat owners with loving caregivers across the UK. Rover offers an extensive array of services, including overnight boarding, pet sitting, doggy daycare, dog walking, and cat drop-ins.

A: Log in to the Bright Horizons Back-Up Care site and get registered if you aren’t already. Once registered, you will see a Pet Care button on the homepage. Click to begin the process of exchanging a back-up care use for a voucher code to use for pet care services with Rover.

You’ll be prompted to provide details on which pet requires care, including the name of your pet and the service you need. Once details have been provided, a voucher code will be displayed on the site. An email will also be sent to you with instructions on how to use your code.

A: Yes, because you will request the Rover voucher code for pet care use through the Back-Up Care site.

A: You will exchange one back-up care day/session to receive a £100 voucher code to use on the Rover site.

Your £100 voucher code can be used for Rover services, including overnight boarding, dog walking, day care, drop-in care and house sitting. The exchange on Rover will vary based on the service needed, individual caregiver prices and your location.

Once your back-up care use has been exchanged and applied to your Rover account, your £100 voucher code will be available to use on services until you reach a £0 balance. You can exchange additional back-up care uses on your Bright Horizons Back-Up Care account. The number of days available for pet care exchange varies. Please see your Back-Up Care account details to learn more.

A: There is no cost to booking Pet Care. Through a simple exchange, you can access the £100 voucher code to use on the Rover site. Pet Care may be seen as a benefit in kind and be taken into account on your P11D. Your employer will be able to advise you of this.

A: No, unfortunately exchanges for pet care voucher codes can only be submitted through the Back-Up Care website.

A: Yes. The code you will receive through the Back-Up Care site will expire 90 days from the date of issue. The expiration date is also available on the homepage of your back-up care account.

A: When you request pet care through the Bright Horizons Back-Up Care site, you effectively ‘trade’ a use of back-up care for pet care. At that point, the £100 voucher code with Rover is credited and cannot be cancelled. Each sitter has a different cancellation policy. To learn more, visit Rover’s sitter cancellation support page.


To find out how Bright Horizons can support you and your family, simply visit your benefits platform, and for any queries or questions, call 0800 247 1101, available 24/7.

Alternatively, please contact a member of your HR Department.