Cancellation Policy
Our cancellation policy is designed to be fair and transparent for both pet owners and providers, respecting preparation time and pet safety.
Early Cancellation
Full refund if cancelled 7+ days before
Partial Refund
Tiered refunds for later cancellations
Provider Protection
100% refund if provider cancels
🐕When Pet Owners Cancel
| Timing | Your Refund | Platform Support | Provider Receives |
|---|---|---|---|
| Before provider confirms | 100% | Refunded | 0% |
| More than 7 days before service | 100% | Not refunded | 0% |
| 7-3 days before service | 75% | Not refunded | 25% |
| 2 days before service | 50% | Not refunded | 50% |
| 1 day before service | 25% | Not refunded | 75% |
| Day of service | 0% | Not refunded | 100% |
Multi-day bookings: Refunds are calculated based on the first day of your service. For example, if your booking runs from Monday to Friday and you cancel on Saturday before, the refund is calculated from Monday.
🏠When Providers Cancel
Full Protection for Pet Owners
If a provider cancels your booking for any reason, you will receive a 100% refund, including all Platform Support fees. We take provider cancellations seriously.
What happens when a provider cancels:
- You receive a full refund including Platform Support fees
Provider Penalties
To maintain quality and reliability, providers who cancel bookings face escalating consequences:
- 1st cancellation: Warning issued
- 2nd cancellation: Search ranking reduction
- 3rd+ cancellation: Temporary suspension possible
⚡Exceptional Circumstances
We understand that sometimes unexpected situations arise. You can open a case for exceptional circumstances that may qualify for a full refund override:
🚨 Safety Concerns
Proven safety risks to your pet
❌ No-Show
Provider did not show up for service
⚠️ Service Quality
Service quality failures with evidence
🏥 Emergency
Emergency illness (pet, owner, or provider)
How to open a case: Go to your booking details and click "Open a Case". You can upload evidence (photos, messages, etc.) and our team will review within 24-48 hours.
💳Payment & Refund Processing
- Refunds are processed to your original payment method within 5-10 business days
- You can preview your exact refund amount before confirming cancellation
- Calendar availability is automatically updated when bookings are cancelled
- All cancellation details are stored in your booking history
Have questions about our cancellation policy?