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What are the sitter cancellation policies?

As a sitter on Rover, you have the freedom to customize your business. Part of that includes choosing your cancellation policy.

Note: Sitter cancellation policies do not apply to dog walking, day care, or the Recurring Bookings feature. These services are always set to a flexible cancellation policy.

Learn more about recurring bookings.

 

Policy options

Flexible

For boarding and house sitting:

  • A full refund is available if a client cancels before the beginning of the stay.

  • If canceled on or after the beginning of the stay, a 50% refund is available for the first seven canceled days, and a 100% refund is available for any additional days.

For walks, day care and drop-in visits:

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

Moderate (Your profile will default to this option.)

  • A full refund is available if a client cancels by 12:00pm the day before the stay begins. 12:00pm is determined by the sitter's time zone.

  • If canceled later than 12:00pm the day before the stay begins, a 50% refund is available for the first seven calendar days of the service, and a 100% refund is available for any additional days.

Strict

  • A full refund is available if a client cancels by 12:00pm one week before the stay begins. 12:00pm is determined by the sitter's time zone.

  • If canceled later than 12:00pm one week before the stay begins, a 50% refund is available for the first seven calendar days of the stay and a 100% refund is available for any additional days.

Will my cancellation policy apply to booking date change requests?

If your client shortens the length of their stay at the last minute, your cancellation policy will apply. Keep in mind that you can waive your cancellation fees for a particular booking at any time.

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 client 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 client to submit a cancellation request for the original booking. 

Related articles

How do I manage my cancellation policy?

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