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What are the sitter cancellation policies?

As a sitter on Rover, you have the freedom to customise your services. Part of that includes choosing your cancellation policy.

Note: Sitter cancellation policies can’t be customised for recurring services. These services are always set to a same-day cancellation policy.

Learn more about recurring services.

 

What are the policy options?

Same Day

For boarding and house sitting:

  • A full refund is available if a pet owner cancels before the beginning of the booking.
  • If cancelled on or after the beginning of the booking, a 50% refund is available for the first seven cancelled days, and a 100% refund is available for any additional days.

For walks, doggy day care and drop-in visits:

  • A full refund is available if the dog owner cancels before the day’s service is delivered.

One Day (Your profile will default to this option.)

  • A full refund is available if a Pet owner cancels by 12:00pm the day before the booking begins.
  • If cancelled later than 12:00pm the day before the booking begins, a 50% refund is available for the first seven cancelled days of the service, and a 100% refund is available for any additional days.

Three day

  • A full refund is available if a pet owner cancels by 12:00pm three days before the booking begins.
  • If cancelled later than 12:00pm three days before the booking begins, they’ll receive a 50% refund for the first seven days of the booking, and a 100% refund is available for any additional days.

Seven Day

  • A full refund is available if a pet owner cancels by 12:00pm one week before the booking begins.
  • If cancelled later than 12:00pm one week before the booking begins, a 50% refund is available for the first seven cancelled days of the stay and a 100% refund is available for any additional days.

Will my cancellation policy apply to booking date change requests?

If a pet owner shortens the length of their stay at the last minute, when editing the confirmed booking, you'll have the option to apply a penalty fee. For other modifications—like changing the number of pets or increasing the length of the stay—the price will be adjusted accordingly based on your additional rates. If an owner simply wants to change the dates for their booking, they wouldn't incur a cancellation fee.

Here's an example of a date change request: A sitter has a One Day cancellation policy.
On Sunday evening, an owner requests to change their Monday through Wednesday boarding stay to Wednesday through Friday instead. In this scenario, a cancellation penalty will not be charged. If you want to apply a cancellation policy to last-minute changes like date change requests, you can initiate a booking request for the new dates, and then ask the owner to submit a cancellation request for the original booking.

 

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How do I manage my cancellation policy?

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