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What are the sitter cancellation policies?

As a sitter on Rover, you have the freedom to customise your pet care services. Part of that includes choosing your cancellation policy.

 

What are the policy options?

Flexible

For boarding and house sitting:

  • A full refund is available if a dog owner cancels before the beginning of the stay.
  • If cancelled on or after the beginning of the stay, a 50% refund is available for the first seven cancelled days, and a 100% refund is available for any additional days.

For walks, doggie day care and drop-in visits:

  • A full refund is available if the dog owner cancels before the day’s service is delivered.

Moderate (Your profile will default to this option.)

  • A full refund is available if a dog owner cancels by 12:00pm the day before the stay begins.
  • If cancelled later than 12:00pm the day before the stay begins, a 50% refund is available for the first seven cancelled days of the service, and a 100% refund is available for any additional days.

Strict

  • A full refund is available if a dog owner cancels by 12:00pm one week before the stay begins.
  • If cancelled later than 12:00pm one week before the stay begins, a 50% refund is available for the first seven cancelled days of the stay and a 100% refund is available for any additional days.

 

Note: You might notice you're not able to select a policy for dog walking or day care. This is because dog walking and day care services are always set to flexible.

 

Will my cancellation policy apply to booking date change requests?

If a pet owner shortens the length of their stay at the last minute, your cancellation policy will apply. For other modifications—like changing the number of pets or increasing the length of the stay—the price will be adjusted accordingly based on your additional rates. 

If a pet owner simply wants to change the dates for their booking, they wouldn't incur a cancellation fee. Here's an example of a date change request:

A sitter has a moderate cancellation policy. On Sunday evening, an owner requests to change their Monday through Wednesday boarding stay to Wednesday through Friday instead. In this scenario, a cancellation penalty will not be charged.

If you want to apply a cancellation policy to last-minute changes like date change requests, you can initiate a booking request for the new dates, and then ask your pet owner to submit a cancellation request for the original booking.
 

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How do I manage my cancellation policy?

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