How do I cancel a paid booking?

Sitters and Owners are now able to cancel paid bookings via the Booking details page, this will generate a request for our Customer Service team to action. These changes will allow you to:

• Save time by submitting the request yourself.
• Expedite the refund turnaround time.
• See the fees and cancellation policy before you or the Owner decide to cancel.

Make a more informed decision before cancelling

With the fee structure and policy conditions laid out clearly, you now have complete transparency over your policy conditions before submitting a cancellation.

Owners will be able to view a breakdown of fees and understand the refunded amount they should expect (if applicable).

Read below and watch the videos to see how to cancel a paid booking. You can also cancel on behalf of the Owner if needed.

Step 1. Booking Details

At the bottom of a paid booking, you will now see a Cancel Booking button

Step 2. Complete Cancellation Reason

You will need to select the reason and briefly describe why you or the Owner are cancelling.

Step 3. Review and Request

An estimated refund breakdown will be displayed here. If the cancellation request occurs within your cancellation policy we will advise the Owner that they may only get a partial refund (sitters have the discretion to waive their policy).

Our Customer Service team will complete this request and the Owner should expect to get their refund within 7 days (if applicable).