There are 3 refund types:

Flexible - If you give PetCloud & the Sitter 3 days notice prior to the stay that you wish to cancel, you'll get a full refund. If you give PetCloud and the Sitter less than 3 days notice, then the sitter is happy to only refund 50% (minus transaction fee of 2.4%).

Moderate - If you give PetCloud & the Sitter 7 days notice prior to the stay to that you wish to cancel, you'll get a full refund. If you give PetCloud and the Sitter less than 7 days notice, then the Sitter is happy to only refund 50% (minus transaction fee of 2.4%).

Strict - The Sitter offers no refunds.


If you have not yet paid for your booking you can cancel the booking very easily. All you need to do is go into your booking enquiry and click on the cancel button, this will cancel the booking request you have with a pet sitter.  

To cancel an upcoming booking which has already been paid for, you will need to email our Customer Support Team: service@petcloud.com.au

We will then organise the cancellation with our tech team and refund for you from our Accounts department.   


When a pet owner cancels a booking, the pet sitter's chosen cancellation policy will apply and so the amount refunded will be subject to their chosen cancellation policy.

The refund policy depends on what the Sitter has chosen and displays on their listing.