When you can cancel a service
If you have a major problem with a service or a minor problem that can't be fixed within a reasonable time you have the right to cancel a service contract, when it is:

*provided with an unacceptable level of care and skill
*unfit for the purpose you asked for
*not delivered within a reasonable time when there is no agreed end date.

Services you can’t cancel
You must pay for services you’ve received under a service contract that were performed as expected.
You can’t cancel a service contract or get a refund if the problem was outside the control of the provider or if you:

*changed your mind
*insisted on having a service provided in a particular way, against the provider’s advice
*failed to clearly explain your needs to the provider.

Cancelling your service
If you have a problem with a service, take the following steps:

1. Contact the Sitter and the PetCloud Accounts Team to explain the problem: accounts@petcloud.com.au 
If the Sitter cannot fix the service in a reasonable time, state to the Accounts Team that you want to cancel the service contract.
2. If you’ve paid for the service and it has already started or been delivered, negotiate a refund to cover the services that failed and any advance payments.
3. Show proof of purchase with a receipt or bank statement.