Cancellations by the sitter

I am a sitter and I want to cancel the booking

Cancelling a reservation or booking as a sitter can have unfortunate consequences for the owner. They rely on you, and now they have to find a replacement for the pet(s) you were supposed to care for. This can negatively impact trust in Petbnb sitters.

Therefore, we advise you to only accept bookings that you are completely confident about and that you know you can handle. This is also why we recommend a trial day and/or night before a pet stays with you for an extended period. Ensure this is done well in advance.

However, it can happen that a sitter needs to cancel due to unforeseen circumstances or an emergency. In such cases, inform both Petbnb and the owner immediately.

When notifying us, always provide the following information:

• Booking number
• Reason for cancellation

Refunds

If a booking is canceled by the sitter, the owner will always receive (partial) reimbursement. This means they will be refunded for the days the pet was not with the sitter. In the case of a complete cancellation, the owner will receive a full refund. Note: We can only process the refund if the booking has not yet concluded. Once the booking is complete, the sitter has been paid and the money is no longer in our system. In this case, we ask the sitter to refund the owner directly.

Cancelling ongoing bookings: Sitter's responsibility

It is the sitter's responsibility to contact the owner and work together to find a solution. This means you, as a sitter, are responsible for finding an alternative sitter address. Petbnb unfortunately does not have the resources to find an alternative address for each cancellation, as this is beyond our control as a marketplace. Therefore, we recommend being 100% sure before accepting a sitting request.

If you must cancel, contact the owner and discuss the next steps with them. There might be someone in the owner's family or friends who can pick up the pet if the owner is unable to do so (for example, if they are on vacation). If not, you could also find another sitter through Petbnb. You can book this sitter with your own account and pay with the money you would have received. In this case, a refund is not necessary. Always consult with the owner before doing this. Ultimately, the decision is up to the owner, as it is their pet!

Cancellation Policy for Sitters

At Petbnb, we understand that plans can sometimes change unexpectedly. However, to ensure the best experience for both pets and their owners, it's important to have clear guidelines regarding cancellations by sitters. Below is our cancellation policy for sitters:

1. Cancellations more than 1 month before the booking:
   • If a sitter cancels more than 30 days before the start date of the booking, no penalties will be imposed. The pet owner will be immediately informed and can look for a new sitter at no additional cost.
2. Cancellations between 30 and 1 days before the booking:
   • If a sitter cancels between 30 and 1 days before the start date, this is considered inconvenient for the pet owner. In this case, the sitter will receive a warning. The pet owner will receive a full refund and assistance in finding a new sitter.
3. Cancellations during the sitting: 
   • Cancellations during the sitting are extremely inconvenient for the pet owner, especially if they are on vacation. If the sitter does not have a valid reason, the owner will be fully refunded, including the days the pet was with the sitter. This is to compensate for the stress caused to the owner when a current booking is canceled. Additionally, it is the responsibility of the sitter to find an alternative address, in consultation with the owner (see above).

Repeated cancellations

Sitters who repeatedly cancel, regardless of the timeframe, may face stricter measures such as a long-term suspension or permanent removal from the platform.

Emergencies

Petbnb recognizes that unforeseen emergencies can occur. In the event of a medical emergency or other serious circumstances, sitters are expected to contact Petbnb customer service as soon as possible. These situations will be assessed on a case-by-case basis and may result in a waiver of penalties.

The goal of this cancellation policy is to create a reliable and safe environment for both pet owners and sitters. We thank you for your understanding and cooperation.