Pet Care: FAQs
Overview
Your employer has partnered with Bright Horizons to help you better manage your many work, family, and personal responsibilities.
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.
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 currently include:
- Dog walking
- Cat drop-ins
- Overnight boarding
- House sitting
- Day care
Watch our video to learn more.
Registration and Reservation
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. To register, visit https://backup.brighthorizons.com.
A: Yes, because you will request the Rover voucher code for pet care use through the Back-Up Care site. Log in or create an account at https://backup.brighthorizons.com to access this programme. You will also need to create an account on Rover.com to redeem your promo code for services.
A: We want to make the experience as simple as possible!
Step 1: Log in to the Bright Horizons Back-Up Care site: https://backup.brighthorizons.com.
Step 2: From there, click the “Request Pet Care” button on the homepage and provide your pet’s name and service requirements.
Step 3: Once you’ve entered the details, a promo code will be displayed on the site and sent to you via email with usage instructions.
Step 4: Create an account on Rover.com to redeem your promo code for pet care services.
A: No, unfortunately exchanges for pet care voucher codes can only be submitted through the Back-Up Care website.
About Pet Care
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: You can exchange use of back-up care for 6 credits to redeem for services directly on Rover.com.
The credits you exchange for services on Rover.com will vary based on the service needed, individual caregiver, and your location.
Examples below for how you might redeem your credits:
- Dog Walking
Exchange 1 or 2 credits per pet per walk - Drop-In Visits
Exchange 1 or 2 credits per pet per visit - Doggy Day Care
Exchange 2 or 3 credits per full day - Boarding
Exchange 3 or 4 credits per pet per night - House Sitting
Exchange 4 or 5 credits per pet per night
Please note:
- A standard dog walk is 30 minutes. If you require a 60 minute walk there is an additional monetary charge, which is classed as a discretionary add-on. Other discretionary add-ons might include a tip, extended drop-in time, early drops, or late pickup etc. You cannot use your available credits for discretionary add-ons.
- Multi-pet reservations may require additional credits. For example, for boarding you might exchange 3 credits for the primary pet, plus 2 credits for each additional dog or 1 credit for each additional cat.
Once your back-up care uses have been exchanged and applied to your Rover account, your credits will be available to use for services until you reach a zero-credit balance. You can exchange additional back-up care uses on your Bright Horizons Back-Up Care account for more credits.
The number of uses available for pet care exchange varies. Please see your Back-Up Care account details to learn more.
A: While the promo code can be used for multiple pets, additional costs for multiple pets may impose limits due to coupon amount.
A: Yes. The promo code you will receive through the Back-Up Care site will expire 90 days from when the promo code is converted to the credits. The expiration date is also available on the homepage of your back-up care account. Services must be booked and completed within the 90 day period.
A: Requests for pet care may not be cancelled once submitted and confirmed by Bright Horizons. Individual sessions for pet care may be rescheduled with advance notice by contacting the provider, subject to the provider's cancellation and rescheduling policy. Advance notice requirements for rescheduling vary based on the provider and individual pet sitter. To learn more, visit Rover’s sitter cancellation support page.
T&Cs
A: There is no cost to booking Pet Care. Through a simple exchange, you can access credits to use on the Rover site. Please check your benefits portal for any co-payment information. Tips can be provided to the caregiver at your discretion.
A: Please check with your HR department for more information.
A: Promo codes cannot be applied to reservations scheduled or booked prior to your employer’s benefit launch. Please reach out to your HR department for more information.
A: No, this is not allowed when you are using your Bright Horizons assigned promo codes.
A: No, this is not allowed when you are using your Bright Horizons assigned promo codes.
A: No, Bright Horizons promo codes are intended to be used by the employee and their pets only, so sharing your promo code with friends or co-workers is not allowed.
A: Yes. If you and your partner both have access to Bright Horizons Pet Care, it may be added to your Rover account.
A: The Bright Horizons Terms of Service are included as part of your reservation. When you make your Pet Care reservation, you will be asked to acknowledge them for every reservation and promo code exchange you make.
