How do refunds and cancellations work for dog sitters?

In general, if a customer requests a refund, or cancels a booking, your payment as a dog sitter will be adjusted. Payment adjustments vary, but (per the Terms of Service 😅) can be up to 100% of the booking.

Full refunds

Dog owners can receive a full refund in these situations:

• The dog owner cancels up to 24 hours before the booking begins
• The dog sitter cancels anytime after accepting the booking

Part of the reason dog owners use doggos is because of our refund policy, and while we realize refunds are inconvenient, we do carefully monitor account refund activity to prevent abuse. The app also offers dog owners ways to update their booking, so they don't have to resort to a cancellation.

Partial refunds

Dog owners are eligible for a partial refund in these situations:

• The dog owner cancels within 24 hours of the bookings start date
• The dog sitter requests to modify a booking, after already accepting the original dates
• The dog owner modifies a booking, after already accepting the original dates

We use a combination of computer-assessment and human review to determine how much your final payment will be adjusted. To see your final payment and fee summary, simply click on the "Order details" link, which is visible on any booking after you log in to your account.

We are always updating these policies and looking for ways to protect both sides of our community. If you have questions or feedback about how refunds Worker, please reach out via the chat by messaging @doggos!

Can refunds be reversed?

Yes.

If you think a refund was posted on your account that shouldn't have been, please message @doggos in your chat and send us the order number. Although our system is designed to automatically issue refunds for dog owners in certain situations, we can (and do!) refund dog sitters if we determine, after a review your account, that it is okay to do so.

How do we determine if a refund should be reversed?

We manually review the account and will reach out to you directly with an explanation of why your refund could (or could not) be reversed. Every situation is different, but you can expect to communicate with a member of the doggos.com team directly anytime you request a reversal.

Can refunds negatively impact my account?

Yes.

Certain patterns, like repeat refunds on the same account, will automatically flag your business for enhanced review, which may result in longer processing time for profile updates and/or account features being limited, disabled, or removed.

You'll know if your account has been flagged because a gray banner will appear on every page of the app after you log in. These security flags usually disappear on their own in 1-2 weeks, but if yours hasn't, or you'd like to apply to have it removed sooner, simply message @doggos in the chat.