Cancellation FAQ

Though it's rare, occasionally a sitter or dog walker has to cancel at the last minute. If that happens to you, we've got your back: Every booking made through PetBacker is covered by our reservation guarantee. Here's what that means.

  • We'll Give You a Refund

If a sitter or dog walker cancels your booking within seven days of your start date, we'll give you a refund.

  • We'll Help You Find a New Sitter or Dog Walker

We'll get in touch with you ASAP, but you can also reach out to us directly via the app. —we're here 24/7—or contact us here.

Though availability varies widely, we’ll do everything we can to help you find a great replacement. If you book with a more expensive sitter or dog walker, we'll cover the cost difference between the original booking and your new booking, up to 12% of the total cost of original booking.

  • We're Here for You

We promise we'll do everything we can to make sure you and your dog love your experience, and the reservation guarantee is a huge part of that.

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If a Service Provider cancels a Booking prior to or during the service period identified in the Booking, we will refund the fees paid by the Pet Owner for Pet Care Services not provided, as well as any service charge paid to PetBacker.com. Service Provider cancellations are taken seriously. If you are a Service Provider, you acknowledge that cancellation by you may result in a review of your account and, if we deem it appropriate, a fine of USD100, suspension or termination of your access to the PetBacker.com Service.

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If a Pet Owner cancels a Booking prior to or during the service period specified in a Booking, we will refund fees in accordance with the cancellation policy selected by the Service Provider on the PetBacker.com Service.  All Service Providers are required to select a cancellation policy prior to completing a Booking so that Pet Owners are aware of the cancellation policy prior to Booking.

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If we determine in our reasonable discretion that a Service Provider has failed to provide Pet Care Services in accordance with our guidelines and policies on the Site or these terms then we may, in our reasonable discretion, cancel a Booking and issue a full or partial refund to a Pet Owner.

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If you wish to cancel a Booking, you should use the mechanisms available through the PetBacker.com Service to do so. For purposes of the policies and terms in this Section, the date of cancelation is the date a user cancels through the PetBacker.com Service, regardless of any separate communications between users outside of the PetBacker.com Service.

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PetBacker.com issues payments to Service Providers 48 hours after completion of a Booking. Once these amounts have been disbursed, any further payment dispute are between the Pet Owner and Service Provider, and PetBacker.com has no obligation to mediate or facilitate any resolution.  Further, PetBacker.com has no responsibility or liability with respect to any tips, bonuses, or other payments made outside of the PetBacker.com Service.

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If cancellation is before the service commences, a full refund will be returned to the pet parent. The pet sitter will not get paid as the service has not being performed unless the pet parent offers a compensation.

If the cancellation is after the service commences, the amount paid will be deposited in Petbacker's Wallet (where this amount will be kept in the Petbacker wallet and cannot be withdrawn). This amount can be used for the next reservation. Pet sitter may ask for some amount of compensation from pet parent, but the final decision must be agreed mutually.

For example, if we investigate that this pet parent frequently cancels a reservation, we will not allow them to get a refund, and at that particular scenario, Petbacker will assess the situation and compensate the pet sitter accordingly.

However, to safeguard pet sitters, whenever pet parent has to make a cancellation, there must be a valid reason for the cancellation.

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