Before booking starts

• If the chosen Backer is not suitable after a meet and greet, cancellation is free with full refund. If you would like to choose another Backer, the amount paid will be transferred to the next Backer and any excess will be refunded in full to your balance which can be used for subsequent bookings. (refunds are subjected to less transaction fees if any.
• Last minute cancellations (less than 24 hours before booking begins) may be charged a 50% cancellation fee at PetBacker's discretion which will be converted to a booking voucher for future bookings.
• For no show with no cancellation requested, the full amount of the booking may be forfeited at PetBacker's discretion.
• Refunds longer than 6 months from the date of transaction cannot be refunded due to payment gateway restrictions and will be converted into vouchers for future bookings.
• For any other reasons a full refund may be requested, less 10% administration fees. You can also change the dates to avoid cancellation fees.

Display of cancellation reason

• For transparency purposes, if the booking cancellation is due to the Backer being not suitable, the cancellation and its reasons may be displayed (based on certain conditions) on the Backer's profile page to assist future pet owners to make a decision to hire the particular Backer for a more secure and safe pet care.
• For any other reasons, the cancellation and its reason will not be displayed on the Backer's profile.

After check-in

• If the cancellation is due to personal reasons such as a trip being cut short, the period that the service has been rendered will need to be paid in full and a 50% refund will be provided for the remaining booking period with another 50% retained in your balance which you can use for future bookings.
• If the cancellation is due to a complaint or dispute, notice of the complaint or dispute must be given to PetBacker before the cancellation will be processed. The final amount to be refund will be decided when the dispute has been resolved.
• PetBacker will mediate when necessary, and has the final say in all disputes.

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• Cancellations by Service Provider

PetBacker.com issues payments to Service Providers 48 hours after completion of a Booking. Once these amounts have been disbursed, any further payment dispute are between the Pet Owner and Service Provider, and PetBacker.com has no obligation to mediate or facilitate any resolution.  Further, PetBacker.com has no responsibility or liability with respect to any tips, bonuses, or other payments made outside of the PetBacker.com Service.

If we determine in our reasonable discretion that a Service Provider has failed to provide Pet Care Services in accordance with our guidelines and policies on the Site or these terms then we may, in our reasonable discretion, cancel a Booking and issue a full or partial refund to a Pet Owner.

*refunds are subjected to less transaction fees if any. Kindly be reminded, refunds after 6 months from the date of transaction will be converted into vouchers.

If a Service Provider cancels a Booking prior to or during the service period identified in the Booking, we will refund the fees paid by the Pet Owner for Pet Care Services not provided, as well as any service charge paid to PetBacker.com.

Service Provider cancellations are taken seriously. If you are a Service Provider, you acknowledge that cancellation by you may result in a review of your account and, if we deem it appropriate, a fine of USD100, suspension or termination of your access to the PetBacker.com Service.

If the cancellation is suspected to be fraudulent, you may be liable to a fine of 40% of the booking value that was cancelled as well and may not receive broadcast requests.

Display of cancellation reason

• If you have more than 3 cancellations and more than 10% of the total value of jobs hired and cancelled, the number of cancellations may be displayed on your listing profile which may adversely affect the number of requests you will receive in the future.
• For transparency purposes, if the booking cancellation is due to the Backer being not suitable, or if it is cancelled by the Backer, the cancellation and its reasons may be displayed (based on certain conditions) on the Backer's profile page to assist future pet owners to make a decision to hire the particular Backer for a more secure and safe pet care.
• If the cancellation is due to pet owner's personal reasons, the cancellation and its reason will not be displayed on the Backer's profile.

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• Why some users only get Private Jobs (No Broadcast)

Though it's rare, occasionally a sitter or dog walker has to cancel at the last minute. If that happens to you, we've got your back: Every booking made through PetBacker is covered by our reservation guarantee. Here is what it means:

We'll Help You Find a New Backer

We'll get in touch with you ASAP, but you can also reach out to us directly via the app. —we're here for assistance—or contact us here.

Though availability varies widely, we’ll do everything we can to help you find a great replacement. If you book with a more expensive sitter or dog walker, we'll cover the cost difference between the original booking and your new booking, up to 6% of the total cost of original booking which shall be limited to $20.

We'll Give You a Refund

If we are unable to find you a replacement, we'll give you a full refund. Kindly be reminded, refunds after 6 months from the date of transaction will be converted into vouchers which you may use for future bookings.

We're Here for You

We promise we'll do everything we can to make sure you and your dog love your experience, and the reservation guarantee is a huge part of that.