If you've made a booking and the sitter hasn't confirmed, you will receive a refund automatically in most cases.
If you've paid via POLi, refunds are unfortunately not processed automatically. Please contact our customer support.
If you've paid via PayPal or credit card, the amount has not been withdrawn, only reserved - this is called a payment authorisation. If the pet sitter does not respond, it takes 30 days for the authorisation to be voided.
We understand that it's very frustrating when pet sitters don't respond, so we take their profiles offline when they don't.
If you would like your refund sooner than the automatic timing, please contact our customer support. We are happy to help!