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

Bookings can be cancelled directly from the Bookings section of the Petsly app. Refunds are processed to your original payment method within 5–10 business days depending on your bank. For questions, email support@petsly.pet.