Unfortunately on the odd occasion cat owners' plans will change and they will need to cancel their booking with you.
If this does happen, please make sure they press the cancel button from their side as this will prevent the payment from automatically being taken and it will ensure you receive your cancellation fee.
There will be no cancellation fee for any Requests or Pre-bookings
If the cat owner has "Booked" you, but cancels with more than 8 days notice, there will be no cancellation fee
If the cat owner cancels 7 days or less before the booking starts, you will receive a 30% cancellation fee (excluding Cat in a Flat fees and the $4.90 booking fee).
If the cat owner cancels during a booking there will be no refund.
Sometimes there can be an extenuating circumstance when you may want to waive your cancellation fee, for example when a pet owner has to cancel due to a death in the family, the death of the pet, or an unprecedented circumstance such as COVID-19. If you have agreed to grant a full refund (excluding Cat in a Flat fees), please contact customer support for confirmation and we’ll issue the refund for you.