Safety Center
What to do if something goes wrong during a stay — your pet gets sick, gets loose, or you can't reach the other party. We also explain, honestly, what our verification and moderation systems actually check — and what they don't.
Emergency guidance
PetNanny is not an emergency service and doesn't staff its own hotline (that's a deliberate limit, not a gap we forgot to close) — here's who to actually contact for the three situations that come up most.
Pet medical emergency
If your pet's life or health is at risk, call a vet clinic first — message or call the other party second. The few minutes spent waiting for a reply in chat can matter.
8 Drambliai — Vilniaus referentinė veterinarijos ligoninė
+370 612 88788Tolimoji g. 2B, Vilnius · Open 24/7
These contacts were gathered from each clinic's own website and have NOT been verified by an actual phone call — numbers and hours can change. We recommend confirming a number still works before you actually need it in an emergency.
If your contract names an authorized amount for emergency veterinary care (the "Emergency Veterinary Authorization" section), it exists for exactly this situation — the nanny can act up to that amount without waiting for approval if delay would put the pet at risk.
A pet gets loose or goes missing
- •Search the immediate area calmly and systematically right away — most pets hide nearby rather than running far.
- •Notify the owner or nanny immediately — through the PetNanny chat AND by phone, so the message actually gets through.
- •Report it to the Vilnius municipality's general line, 1355, or directly to Vilniaus gyvūnų globos namai (the city animal shelter, +370 652 57707) — they log found and lost animals across the city.
- •If the pet is microchipped, any vet can scan it once found — have the chip registration details ready if the owner doesn't.
- •Post in local neighborhood and lost-pet groups on social media with a photo and the last known location.
Can't reach your booking counterpart
- •Try multiple channels — the PetNanny chat AND a phone call or text — a missed call sometimes gets noticed faster than a message.
- •If the situation is urgent for the pet's safety or health, act without waiting for approval — that's exactly what an authorized emergency-vet amount on the contract, if one was set, is for.
- •If you're worried about a person's safety, not just the pet's, call the general emergency number 112.
- •Once resolved, let us know via the profile or conversation menu — it helps us notice a pattern with a specific user.
Worth repeating plainly: the PetNanny team does not monitor this page around the clock and is not an emergency service — the contacts above (a vet, 112, the city line) are the ones that can actually help right now.
How verification works
"Verified nanny" is a real but limited promise — we'd rather explain exactly what it means, and what it doesn't, than let anyone assume more than we actually checked.
What we actually check
- •Every new nanny profile is reviewed by an admin against a checklist before approval: a profile photo, a meaningful bio, sane prices, a phone number on file.
- •A government ID and a selfie are manually reviewed by an admin — checking that the document matches the profile, not just that a document exists. The "Identity verified by PetNanny" badge only appears after this check.
- •We verify the phone number with an SMS code — a listing doesn't appear in search until the number is verified.
- •We can revoke verified status at any time if a violation or false information comes to light.
What we don't check
- •We do not run a criminal background check — no reliable, publicly accessible Lithuanian API exists for this today, and that's a meaningful, deliberately unclosed gap, not an oversight.
- •"Verified" is a one-time, point-in-time check — it does not guarantee future behavior and is not ongoing monitoring.
- •We don't check professional veterinary or dog-training qualifications — PetNanny is a peer-to-peer community platform, not a marketplace of certified specialists.
- •We don't use automated (AI) document-forgery detection — the decision is always made by a human admin, based on what they can see in the document.
Reviews & moderation
A short summary of the rules that keep reviews and communication honest.
- •Only the real owner of a booking marked 'completed' can leave a review of it — enforced by the database itself, not just an interface rule.
- •A review can be submitted within 30 days of a booking completing, edited for 7 days after submission, and deleted by its author at any time.
- •Implausible patterns (like a booking marked complete suspiciously fast, or the same owner reviewing the same nanny more than 3 times) are automatically flagged for an admin to look at — but never auto-removed; a human always makes the call.
- •Anyone can report a user, message, or review — every report lands in an admin queue and always reaches a resolution (upheld or dismissed), never just ignored.
- •We can remove a review or suspend an account for a violation — but PetNanny doesn't act as a court for disputes between an owner and a nanny; we always encourage resolving directly first.
Report or contact us
Where to actually go, depending on what happened.
Report a user, message, or review
Every profile and conversation has a "More options" menu → "Report". Reviews can be reported directly underneath them. A report goes straight to our admin queue for review.
Go to your conversationsGeneral contact
Honestly: we don't yet have a separate general support inbox or contact form for anything else (a known gap, not a hidden one). If your question relates to a specific booking or conversation, a message through that booking or conversation is the best path today.