The refund policy depends on what you have selected as a Sitter when you set up your listing - You're the boss. 


There are 3 refund types:


Conditions for FULL Refunds:

Flexible Policy - Pet owner is eligible for a full refund if PetCloud receives the cancellation request 24hours before the commencement of the booking.

Moderate Policy - Pet owner is eligible for a full refund if PetCloud receives the cancellation request 7 days before the start of a booking.

Strict Policy – Pet owner is eligible for a full refund if PetCloud receives the cancellation request 14 days before the start of a booking.

Peak Period Policy: Any booking confirmed between 28th November and 7th Jan next year will be non-refundable to compensate sitters for the lost opportunities during peak season.

Capped Partial Refunds: Where a Pet Owner is not eligible for a full refund, PetCloud will forfeit 50% or A$300 whichever is lower over and above booking fee. This is a cost to cover Pet Siter’s compensation, administration expenses to set the booking, maintenance of website, advertising, training and other related costs.

If a pet owner cancels a current booking (after the start but before the end date), we will refund the service fee paid by the pet owner for the services not yet provided subject to the Capped Partial Refunds clause above.


How long will the Pet Owner's refund take to process?
We submit refund requests to their bank or card issuer immediately. However, they may only see the refund as a credit in their account approximately 5-10 business days later, depending upon the bank they have.