Sitters and Owners are now able to cancel future 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:

Sitters and Owners are now able to cancel future 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).


 ![](uploads/23244e93-503f-44a8-b2bc-8027a2c14300/b2b368d4-8154-4943-b8c4-5ccd188cbfc6/Monosnap%20madpaws.com.au_bookings%20-%20Google%20Chrome%202024-04-24%2010.21.17.png)


 ![](uploads/23244e93-503f-44a8-b2bc-8027a2c14300/e068a118-d42e-489e-8645-fa88259b14ec/Monosnap%20madpaws.com.au_bookings%20-%20Google%20Chrome%202024-04-24%2010.22.10.png)


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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


 ![](uploads/23244e93-503f-44a8-b2bc-8027a2c14300/3ecd9a11-ef1f-4674-864a-c6763b617b58/Monosnap%20madpaws.com.au_bookings%20-%20Google%20Chrome%202024-04-24%2010.23.10.png)


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**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).


 ![](uploads/23244e93-503f-44a8-b2bc-8027a2c14300/0ff54f57-a923-44dc-b736-52618949aebf/Monosnap%20Snip%20&%20Sketch%202024-04-24%2010.26.25.png)


 ![](uploads/23244e93-503f-44a8-b2bc-8027a2c14300/2fc86ea5-2bf5-4c14-9362-38549541550a/Monosnap%20madpaws.com.au_bookings%20-%20Google%20Chrome%202024-04-24%2010.32.08.png)


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

How do I cancel a paid booking?

*Ongoing Booking Guide

Help, there's an emergency!

How does Mad Paws help me resolve any issues I have with a booking?

Mad Paws Accident Cover: What is included?

What happens if a pet runs away when in the Pet Sitter's care?

I have a complaint about the Pet Sitter/Service.

How to Report a Pet Sitter

Mad Paws Insurance

*Insurance and Emergencies

I want to delete or edit a review

After a booking can I give feedback to my Pet Sitter?

How do I Confirm the End of Stay?

How do I leave a Review?

*Post-Booking Guide

What is the Vetting Process for Sitters?

Why use Mad Paws? Is it reliable and safe?

How does Mad Paws verify their Pet Sitters?

What information does Mad Paws share?

*Trust and Safety

What is the Mad Paws Cancellation and Refund policy?

Understanding Booking Cancellation Policies

*Cancellations and Refund

How To Add More Information About Your Pet

How to edit or delete a pet profile

How can I add my pet to my profile?

*My Pet Profile

A Quick Guide to Meet-and-Greet Sessions

What are the drop off times?

What are the drop off / pick up times?

Preparing Your Home for a Booking

What Does My Pet Need While in the Pet Sitter’s Care?

What to Do if my Sitter Did Not Show Up?

*Pre-Booking Guide

What happens if the automatic payment doesn’t go through?

What is the Cancellation and Refund Policy for Repeat Weekly Bookings?

How do I make a Repeat Weekly Booking?

What are Repeat Weekly Bookings (RWBs)?

When do I pay for Repeat Weekly Bookings?

How do I cancel just a week of Repeat Weekly Bookings?

Can I edit/add to an existing Repeat Weekly Booking?

How do I distinguish ‘Repeat Weekly Bookings’ to standard one-off bookings?

How do I Pause a Repeat Weekly Bookings?

My Pet Sitter isn’t offering Repeat Weekly Bookings and but wants to sign up?

*Repeat Weekly Bookings

Can I pay my Sitter in cash?

Can I negotiate the price of my booking?

Can I pay a Pet Sitter in cash?

How do I change the dates of my booking?

How do I pay for my booking?

What is a Puppy Surcharge?

How to Edit a Paid Booking Request

What is the Mad Paws Feedback Policy?

What's the difference between Pet Hosting and Pet Sitting?

How are Pet Sitters Paid by Mad Paws?

What type of pets does Mad Paws accept?

What is your booking fee?

What services does Mad Paws offer?

How does the Mad Paws booking flow work?

What does the Pet Sitter's rate cover?

Where do I find a Sitter's contact information?

What if the Pet Sitter doesn't reply?

Can I Archive a Booking Message / Conversation?

Can I block a Pet Sitter?

I can't find a sitter's profile

Is Food Included in the Booking?

How do I find a Pet Sitter for my pet?

How Do I Accept a Booking?

Understanding Booking Flow and Status

What do I need to supply to the Pet Sitter for my booking?

Can I meet a Pet Sitter before agreeing to a booking with them?

*General Booking Guide

What fees are the Pet Owners charged?

App not working?

How can I download the Mobile App?

How do I address problems with mobile apps?

Can I earn Qantas Frequent Flyer Points with Mad Paws?

What is Mad Paws?

About Mad Paws

Is Mad Paws right for my pet?

Need help with something? Chat with our Team Monday-Friday 9-5pm (AEST)

Are there any costs associated with using Mad Paws?

Terms of Service

MP Referral Program - Terms & Conditions

*General

How to Change My Email Address

I need to Verify my Account

Delete my Mad Paws Account

How do I connect my Mad Paws account with my Facebook account?

How do I reset my Mad Paws account password?

I want to unsubscribe or delete my account.

My Photo

How do I Update my Payment Details?

How to Add Photos

*Managing My Mad Paws Account

FAQ for Pet Owners

Have a question?? Chat with our Customer Service team today!

How do I become a Mad Paws Sitter?

How long does it take for Mad Paws to review and approve my profile?

Is there an age requirement to sign up as a Pet Sitter?

Do I need to get a permit to become a Pet Sitter?

How do I access the Online Training Course and download the Certificate of Completion?

What are Sitter Statistics? 

Where can I find helpful information about caring for pets?

How do I know if this is a scam?

Getting Started

What are badges? 

How do I get a Mad Paws branded flyer and business card? 

What does a perfect Pet Sitter Profile look like? 

What services can I offer as a Pet Sitter? 

How many hours should I be Pet Sitting for? 

How do I update my calendar?

How do I change my profile availability in my calendar?

How do I add photos to my Photo Gallery?

Where can I see the reviews that Pet Owners have left for me?

Can I remove or respond to a review?

I don't have any reviews yet, what can I do?

 How do I remove my services?

My Profile & Services

Repeat Business - additional tools to help you and your clients

How to gain repeat clients

The New Pet Profile: What you need to know 