Cancel a Booking
Need to cancel? The process depends on whether you are a sitter or a host.
Important: Cancel = Lose Your Booking Fee
If you cancel a confirmed booking, your booking fee is forfeited. The other party's booking fee is always refunded. The only exception is an approved emergency cancellation.
Cancellation Rules
| Who | When | Process | Your Fee |
|---|---|---|---|
| Sitter | Any time | Contact support | Forfeited |
| Host | 14+ days before sit | Self-cancel (button) | Forfeited |
| Host | Within 14 days | Contact support | Forfeited |
| Either | Emergency (approved) | Contact support + docs | Refunded |
For Sitters
Sitters must always contact SitterRight support to cancel a confirmed booking, regardless of timing.
- 1Contact SitterRight support to request a cancellation
- 2Support processes your cancellation
- 3Your booking fee is forfeited; the host's fee is refunded
- 4Your completion rate is affected
For Hosts
More than 14 days before the sit
You can cancel directly through the app using the "Cancel Booking" button.
Go to Your Bookings
Navigate to 'My Bookings' from your dashboard to view all your confirmed bookings.
Select the Booking
Find the booking you need to cancel and click on it to view the details.
Click Cancel Booking
Click the 'Cancel Booking' button. A confirmation dialog will appear.
Review the Consequences
You'll see that your booking fee will be forfeited and the sitter's fee will be refunded.
Confirm Cancellation
Check the confirmation box and click 'Cancel Booking'. The booking is cancelled immediately.
Within 14 days of the sit
Cancellations this close to the sit start date require support involvement to ensure the sitter has time to make alternative arrangements.
- 1Click "Cancel Booking" on the booking page
- 2You'll be directed to contact SitterRight support
- 3Support processes the cancellation
- 4Your fee is forfeited; the sitter's fee is refunded
Impact on Your Profile
- •Your completion rate drops and is visible on your profile
- •1st cancellation: Warning recorded on your profile
- •2nd cancellation: Admin review + lower search ranking
- •3+ cancellations: Potential account suspension
Cancellation Tips
Communicate First
Before cancelling, consider messaging the other party. Sometimes issues can be resolved without cancellation.
Cancel As Early As Possible
The earlier you cancel, the more time the other party has to make alternative arrangements.
Be Honest
Provide a genuine reason for cancellation. It helps the other party understand and plan.
Document Emergencies
If cancelling due to an emergency, keep documentation to request a fee waiver through our emergency cancellation process.