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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.

 

What are the 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 canceled 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 canceled 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.

 

FAQ

Will my cancellation policy apply to booking date change requests?

Due to sitter feedback, a cancellation penalty is no longer charged when a booking’s dates are updated and the service type, length and pets remain the same. Example:

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

Sitters who would prefer to have their cancellation policy applied can initiate a booking request for the new dates, and then message the owner to ask them to submit a cancellation request for the original booking.

 

Related Articles

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