Cancellation Policy

Our cancellation policy mirrors Rover.com’s sitter cancellation policies and aims to be simple and fair for both clients and sitters. All times are based on the sitter’s timezone.

Fixed Policy

• Walking (24h) — Cancel 24 hours before each scheduled walk for a full refund. Within 24 hours of a walk: 50% refund for that occurrence.
• Boarding / House‑sitting / Visits (72h) — Cancel 72 hours before the booking start for a full refund. After the cutoff: 50% refund of unconsumed days.

Recurring Services

Recurring services follow the same rules as one‑time bookings. For walking, the 24‑hour cutoff applies per occurrence using the scheduled time.

Add‑ons

• 100% refund: bath, groom, boarding pick-up/drop-off
• 50% refund: pick-up/drop-off, 60‑minute upgrade, cost adjustments

Shortening a Booking

If you shorten a confirmed booking, removed unconsumed nights are fully refundable before the 72‑hour cutoff and 50% refundable after.

Sitter‑Initiated Cancellations

If a sitter cancels your booking, you receive a full refund for the unconsumed portion. We will also suggest alternative sitters nearby (subject to availability).

Refund Timeline

Refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank.

Notes

• All cutoffs are based on the sitter’s timezone.
• Client booking fees are never refunded on owner cancellations. Insurance and VAT are refunded in the same proportion as the service refund.
• If a sitter cancels or force majeure is approved, all fees are refunded.