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. 



Our accounts team will review your sitter's refund policy, cancel your confirmed booking and issue the refund.


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.


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


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.