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 you'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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