Cancellation & refunds
Last updated October 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 | Refund | Cancellation fee |
|---|---|---|
| Request not paid yet | Nothing to refund — cancelling is free | No fee |
| Paid booking, more than 7 days before the booking starts | Everything you paid | No fee |
| Paid booking, 7 days or less before the booking starts, or during care | Everything you paid, minus $30 | $30 non-refundable, paid to the sitter |
Cancel a paid booking more than 7 days before it starts and you get everything back. Closer to the start, the $30 cancellation fee compensates the sitter for holding your dates. If the booking cost less than $30, nothing is refunded in that case.
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. Each sitter cancellation counts against the sitter's reliability record, and repeated cancellations lead to suspension.
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, report it from your bookings page within 48 hours of the booking ending, or email info@floofpetcare.ca. We hold the sitter's payment during those 48 hours. If our team accepts the report, we can issue a partial or full refund. After 48 hours with no report, the sitter is paid and refunds are no longer possible.