Inbox Help

How do I cancel a service?

We get it: Sometimes plans change and you may need to cancel a service before it’s begun. No problem—you can do this all within your Rover account.

First things first: know your sitter’s cancellation policy. Depending on the date of the cancellation and your sitter’s policy, you may be entitled to a full or partial refund. You can find out what policy your sitter has in place by visiting their profile page.

Hover your mouse over the cancellation policy to read more. You’ll see details about one of the following three policies:

Flexible

  • A full refund is available if you cancel before the beginning of the service.
  • If canceled on or after the beginning of the the service, a 50% refund is available for the first seven days of the service, and a 100% refund is available for any additional days.

Moderate

  • A full refund is available if you cancel 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 service begins, a 50% refund is available for the first seven days of the service, and a 100% refund is available for any additional days.

Strict

  • A full refund is available if you cancel by 12:00pm one week before the service begins. 12:00pm is determined by the sitter's time zone.
  • If canceled later than 12:00pm on week before the service begins, a 50% refund is available for the first seven days of the stay and a 100% refund is available for any additional days.

 

How to Cancel a Service Before It Begins

1. Navigate to your Inbox by selecting the envelope icon.

2. Select the Upcoming Stays tab and then select the request you want to cancel.

3. Once the request is open, locate the gray box that lists your service details. Select Modify or cancel.

4. Select Cancel.

5. A pop-up form will ask you to give some details about why you’re canceling. This message goes directly to Rover Support and will not go to your sitter. Select Submit Request.

6. Select Yes, I want to cancel.

If you haven’t told your sitter that you’ll need to cancel a service already, it’s a good idea to communicate that to them now in your request messages.

Once your cancellation has been initiated, you and your sitter will receive confirmation emails from Rover. You can expect your refund (dependent on your sitter’s cancellation policy) to the original form of payment within 1–3 business days.

 

How to Cancel a Service After It’s Begun

If you need to cancel a service that is currently in progress, please contact Rover support.

 

 

 

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