Emergencies and incident reporting guide

At a glance

• Act first for safety. Get professional help for life-threatening situations.
• Then contact in the right order: emergency services or vet → owner → Tryypa support.
• Document what happened (photos, notes, timeline) if it is safe.
• Share concise facts and next steps. Avoid speculation.
• Keep receipts and reports (vet notes, invoices, police report number).

Key definitions

• Emergency: immediate risk to life, health, or major property damage.
• Incident: an event that needs reporting (injury, damage, missing pet, safety concern).
• Report: a concise summary sent to support with evidence and timeline.
• Baseline photos: quick arrival/departure photos used to document home condition.

1) Act immediately and stabilize

What should I do first in an emergency?

• Life-threatening pet issues or home danger: seek professional help first.
  • Pets: go to the nearest 24/7 emergency vet or call the vet advice line for triage.
  • Home: call local emergency services for fire, break-in, flooding, or injury risk.
• Keep calm, move to safety, and avoid risky interventions.
• Document the situation with quick photos or short video if safe to do so.

2) Contact order

Who should I contact, and in what order?

• Pet medical emergencies: emergency vet or 24/7 vet advice line → pet owner → Tryypa support.
• Home emergencies: emergency services → pet owner → relevant repair service → Tryypa support (support@tryypa.com).
• If the owner is unreachable in a genuine emergency, proceed with necessary care, keep detailed records, and continue attempts to reach them.

3) What to include in your report

What information should I send to support?

Share concise, factual details:

• What happened, when, and where. Current status and immediate risks.
• Actions taken and next steps requested.
• Professional advice received and any costs so far.
• Photos or documents: vet notes, invoices, repair estimates, police report number if applicable.

Report through support@tryypa.com. Keep sensitive info minimal and relevant to the incident.

4) Costs and coverage (overview)

Who pays in an emergency?

• Veterinary costs: owners are responsible and should provide a payment method or emergency budget in advance. Keep all receipts.
• Insurance: some incidents may be covered depending on membership tier and policy limits. Review your dashboard for details and exclusions.
• Cancellations due to emergencies: Sit Cancellation Plan may apply within policy terms.

5) Prevent and prepare before a sit

How can owners and sitters prepare for emergencies?

• Exchange emergency contacts, regular and 24/7 vet details, and decision-making permissions.
• Confirm budget limits for urgent care and how reimbursement works.
• Share house rules, systems info, and safety notes in the Welcome Guide.
• Do a quick home walk-through and baseline photos at handover.

6) Behavioral or safety escalations

What if there is aggression or an unsafe situation?

Prioritize human and pet safety, separate if possible, and seek professional guidance. If you cannot safely continue, coordinate alternatives with the owner and notify support.

7) Communication tone and timing

How quickly should I update the owner?

• Immediately for emergencies.
• Within hours for urgent but stable issues.
• Same day for minor concerns.

Be brief, factual, and solution-oriented. Avoid speculation.

Quick reference

• 24/7 vet advice line: available to Standard and Premium members for triage and guidance.
• Use platform chat for key decisions and summaries. Report suspicious or off-platform payment requests.

By preparing well, acting swiftly, and reporting clearly, most incidents can be resolved quickly and safely.