If you need to cancel a booking, our Accounts Team will review your sitter's chosen refund policy, and deduct PetCloud's $20 booking cancellation fee, and issue the refund.  

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


There are 3 refund types:


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.


For any clarifications or further details, please email our Customer Support Team: accounts@petcloud.com.au


How can I cancel a booking? 


Cancellation depends on the current status of your booking. You can use options such as Cancel Booking, Decline Button, Thumbs Down, or Cancel Button



1. Click on Cancel Bookingbefore authorizing your booking: 




2. Use Decline button, if you want to cancel after authorizing your booking: It is located at the end of your booking inquiry page



 Click on Yes to confirm this cancellation, you will still have 4 hours, if you change your mind to resume  click on "meet and greet" or click on "Confirm this booking"



3. Click on Thumbs Down after Meet and Greet but before actual payment or confirmation of a booking





4. After a booking is good to go: You found your compatible sitter but there are situations beyond your control and you still want to cancel your booking. You can use Cancel button which is located at the end of your booking inquiry page.