Please keep in mind that your refund depends on your pet sitter's cancellation policy. Pawshake pet sitters can choose their cancellation policy among the following options:
Flexible cancellation policy: Full refund if pet owner cancels by 12:00pm (noon) one day before the service begins. 50% refund for the cancelled days if cancelled after 12:00pm (noon) the day before the service begins.
Moderate cancellation policy: Full refund if pet owner cancels by 12:00pm (noon) 7 days before the service begins. 50% refund for the cancelled days if cancelled after 12:00pm (noon) 7 days before the service begins.
No refund is possible if cancellation is on, or after, the day the service is due to start.
Home visits, home boarding and house sitting can have a Flexible or Moderate cancellation policy, as chosen by the sitter.
If you book less than 7 days before the booking start date and the sitter has a moderate cancellation policy, you are entitled to a 50% refund only.
If you book several non consecutive days and need to cancel some of the dates (but not all of them), the 7 day rule above applies to each cancelled day separately.
Dog walking and Doggy Daycare always have a Flexible cancellation policy.
Make sure to check your sitter’s cancellation policy before you book.
Sometimes there can be an extenuating circumstance that may cause the sitter to want to waive their cancellation policy, for example when a pet owner has to cancel due to a death in the family, the death of the pet, extenuating circumstances (such as COVID-19) or other tragic circumstances. If the sitter has agreed to grant a full refund, please include a screenshot of their message confirming this, or contact our customer service in order to confirm this.
If the sitter is the one to initiate the cancellation, it's the sitter who should contact customer support. Read more about cancellations from the sitter's point of view here.