The cancellation policy that applies to your booking is always shown at checkout, before you pay, in line with Ontario consumer-protection expectations. This is a plain-language template; consult legal counsel before relying on it.
How cancellations work
Each Sitter selects one of three cancellation policy tiers for their listings. Because your payment is held in escrow until the service is completed, most cancellations are clean: any refund goes straight back to your original payment method, typically within a few business days.
Policy tiers at a glance
The windows below are approximate and clearly labelled. “Short services” means walks, drop-ins and daycare; “long services” means boarding and house-sitting. Flexible is the most forgiving, moderate is stricter, and strict is the most protective.
| Tier | Short serviceswalks · drop-ins · daycare | Long servicesboarding · house-sitting |
|---|---|---|
| FlexibleThe most forgiving option - great for sitters who want to fill last-minute openings. | Full refund if cancelled at least 24 hours before the start. 50% refund inside 24 hours. No refund within 2 hours of the start. | Full refund if cancelled at least 7 days before the start. 50% refund inside 7 days. No refund within 48 hours of the start. |
| ModerateA balanced middle ground that protects a sitter's reserved time. | Full refund if cancelled at least 48 hours before the start. 50% refund inside 48 hours. No refund within 24 hours of the start. | Full refund if cancelled at least 14 days before the start. 50% refund inside 14 days. No refund within 7 days of the start. |
| StrictThe most protective option, often used for longer stays that are hard to rebook. | Full refund if cancelled at least 7 days before the start. 50% refund inside 7 days. No refund within 48 hours of the start. | Full refund if cancelled at least 30 days before the start. 50% refund inside 30 days. No refund within 14 days of the start. |
If a provider cancels
If a Sitter cancels a confirmed booking, you receive a 100% refund of everything you paid - service price, booking fee and tax - and we'll help you rematch with another available Sitter as quickly as possible. Because nothing has been released from escrow yet, these refunds are clean and prompt.
No-shows
If a Sitter doesn't show up for a confirmed booking, contact support right away - you'll be refunded in full and we'll help arrange a replacement. If an Owner isn't available at the agreed time and the service can't be performed, the booking may be treated as a late cancellation under the applicable tier.
How refunds are issued
- Refunds are returned to your original payment method via our payment processor.
- Because funds are held in escrow until the service is completed, most cancellations release money back to you without the Sitter ever being paid out.
- PetWalk's booking fee is refunded in full whenever you receive a full refund.
Disclosed before you pay
The exact tier and refund windows for your booking are shown at checkout before payment, so you can make an informed decision. For more, see our Terms of Service and PetWalk Protected pages.
This is a plain-language template; windows are approximate and subject to change. Consult legal counsel before relying on it.