Cancellation & refunds
Last updated August 2026
Plans change. Here's exactly what happens to your money when a booking is cancelled. This policy forms part of our Terms of Service.
If the pet owner cancels
| Cancelled | Care refund | Floof service fee |
|---|---|---|
| More than 7 days before the start date | 100% of the care total | Service fee refunded |
| 3 to 7 days before | 50% of the care total | Service fee refunded |
| Less than 3 days before, or after care starts | No refund of the nights or visits already reserved | Service fee not refunded |
A request that has not yet been paid can be cancelled at any time at no cost. Taxes are refunded in proportion to the amount refunded.
If the sitter cancels
You receive a 100% refund of everything you paid, including the service fee, and our team will help you find a replacement sitter for the same dates. Sitters who cancel confirmed bookings repeatedly are removed from the platform.
Cutting a stay short
If care ends early by mutual agreement, the sitter is paid for the nights or visits already delivered plus one, and the balance is refunded. If care ends early because of a safety issue, contact us and we'll review the booking individually.
Holidays
Bookings that include a statutory holiday must be cancelled at least 14 days ahead for a full care refund. Inside 14 days, the standard table above applies.
How refunds are paid
Refunds go back to the original payment method through Stripe and usually appear within 5–10 business days, depending on your bank. You'll get an email confirmation the moment we issue one.
Something went wrong?
If care wasn't delivered as agreed, tell us within 72 hours of the booking ending at hello@floofpetcare.ca. We review the booking messages and photos and can issue a partial or full refund outside this schedule where it's warranted.