At present, you can’t cancel or change a booking yourself, but we want to make this possible in the future.
In the meantime, if you want or need to cancel a booking, please inform your pet sitter and send a message to our customer service. Please mention the reason for the cancellation as well as the reference number of the booking. We will cancel it and give you a refund.
Please keep in mind that your refund depends on the cancellation policy of your pet sitter. Pawshake pet sitters can choose their cancellation policy among the following options:
Flexible cancellation policy: Full refund if pet owner cancels by 12h00 noon one day before the service begins. 50% refund for the cancelled days if cancelled after 12h00 noon the day before the service begins.
Moderate cancellation policy: Full refund if pet owner cancels by 12h00 noon 7 days before the service begins. 50% refund for the cancelled days if cancelled after 12h00 noon 7 days before the service begins.
Once the booking has started, a refund is not possible.
Home visits, home boarding and housesitting can have a Flexible or Moderate cancellation policy, as chosen by you.
Dog walking and Doggy Day care always have a Flexible cancellation policy.
Make sure to check your sitter’s cancellation policy before you book.
If you want to change the booking, the procedure is the same: contact your sitter to discuss the change, and then contact us so we can arrange it.
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, 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.