Refund Policy

Every payment on PawStay is held securely in escrow. Sitters do not receive their earnings until after the service is successfully delivered. This ensures you only pay for care that actually takes place.

You are eligible for a refund under the following conditions:

• Sitter cancels before the booking commences (100% full refund).
• Parent cancels in accordance with the sitter’s cancellation policy tier.
• Sitter fails to provide the agreed service or no-shows.
• Booking is rejected by the sitter or expires before confirmation.

Approved refunds are initiated immediately and credited back to your original payment method via WooCommerce within 3 to 5 business days, depending on your bank or payment provider.

If you experience an issue with care quality or service delivery, notify PawStay Support within 24 hours of stay completion. Our Trust & Safety team will review communication logs and stay updates to mediate a fair resolution.