Cancellation & Refund Policy

How Cancellations Work

Petsly uses a time-based cancellation policy. The refund you receive depends on how far in advance of the booking start date you cancel. The exact refund tiers are displayed above once the page finishes loading. If loading fails, the key principles are:

• Cancellations further in advance receive a higher refund percentage.
• Cancellations made very close to or after the booking start time receive a lower refund.
• The platform service fee is non-refundable once a booking has been accepted by the sitter, unless the cancellation is due to a platform error on our part.

Emergency & Force Majeure Cancellations

If a sitter must cancel after care has already begun (for example, if a pet is already staying at the sitter's home), Petsly will provide emergency support to the pet owner — including assistance finding alternative care — and the pet owner will receive a full refund for unused services.

If either party cannot fulfil a booking due to circumstances entirely outside their control (such as a natural disaster, hospitalisation, or government emergency measures), Petsly may, at its discretion, issue a full credit or refund upon review of supporting documentation. Contact support@petsly.pet for assistance.

How to Cancel

Before the provider accepts your booking request, you can withdraw it in the app for free: nothing is charged and the hold on your card is released. After the booking has been accepted, open it in the Bookings section of the app and submit a cancellation request. The provider approves the request and you are refunded according to the refund tiers; if the provider does not approve it, Petsly reviews the request and decides. Refunds are processed to your original payment method within 5–10 business days depending on your bank. For questions, email support@petsly.pet.

Your Legal Rights and Complaints

This policy and the 24-hour review window after a booking are part of Petsly's own process for cancellations, refunds and disputes. They do not limit any right you have under the law, including against the provider, and you can contact us about a problem at any time, including after the review window has closed. If something serious happens during a booking, such as an injury, illness, loss of a pet or damage to property, get urgent help first and then report it to us in the app or at support@petsly.pet as soon as possible. Our Terms of Service explain how we handle complaints and serious incidents.