Can I waive my cancellation fee?

We understand that unexpected circumstances can arise that may require a cat owner to cancel a booking with you. In certain instances you may choose to waive your cancellation fee, this is of course up to you.

If a cat sitter chooses to grant a full refund, this will be issued minus the Cat in a Flat fees. Please don’t worry, this will not affect you.

 

WARNING: Issuing a refund yourself through Stripe will result in you losing money in fees. Please contact customer support for assistance.

 

 

What qualifies as an extenuating circumstance?

 

Government-mandated obligations including jury duty, travel and health (COVID 19) restrictions.

Serious illness or death of a pet, owner or their immediate family member. 

Natural disasters that prevent a sitter from providing services. Examples include:

  • Earthquakes

  • Tornados

  • Hurricanes

  • Tsunamis

  • Wildfires

 

What should you do if the owner needs to cancel?

 

 

If you have agreed to grant a full refund (excluding Cat in a Flat fees), please tell our customer support team directly or let the owner know by either:

 

  • replying in the booking thread that you will give a FULL REFUND (don’t just say that they're okay with the cancellation)

  • tell the owner to include a screenshot of your refund confirmation in an email to us. 




















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