Depending on your cancellation policy and the timing of the cancellation, the pet parent will either get a full or a partial refund. In the latter case, you will still get partially paid.  Pet Sitters can choose their cancellation policy among the following options:

  • Flexible Policy - a full refund will only be available if the Booking is cancelled before 12pm AEST, one day before the Pet Services are to be performed under the Booking;
  • Moderate Policy - a full refund will only be available if the Booking is cancelled before 12pm AEST, 7 days before the Pet Services are to be performed under the Booking;
  • Strict Policy - a full refund will only be available if the Booking is cancelled before 12pm AEST, 14 days before the Pet Services are to be performed under the Booking.


The Owner needs to contact the Accounts Team via email so we can arrange the refund accounts@petcloud.com.au


For example, if a Pet Owner cancels and you clearly advertise your cancellation policy on your listing, then you are entitled to refund them according to the policy displayed on your listing.