Refunds
Understand our refund policy and how to request a refund when needed.
Refund Policy Overview
We want every experience on SitterRight to be positive. When things don't go as planned, we're here to help with fair refund policies.
Note: Refund eligibility depends on the circumstances and timing of the cancellation. Each case is reviewed individually.
When Can I Get a Refund?
Booking Cancelled by Host
If the host cancels the booking, you'll receive a full refund of your booking fee.
Booking Cancelled by Sitter (7+ days before)
If you cancel more than 7 days before the sit starts, you'll receive a full refund of your booking fee.
Booking Cancelled by Sitter (less than 7 days)
Late cancellations may not be eligible for a refund, depending on the circumstances.
Emergency Cancellation
Documented emergencies (medical, family emergency, etc.) may qualify for a full refund.
Sit Ended Early
If a sit ends earlier than planned for reasons beyond your control, you may be eligible for a partial refund.
Paid Sit Payment Issues
If a sitter doesn't receive agreed payment for a paid sit, we'll investigate and process appropriate refunds.
How to Request a Refund
Go to Your Bookings
Navigate to My Bookings from your dashboard and find the relevant booking.
Request Cancellation or Refund
Click on the booking and select 'Request Cancellation' or 'Request Refund' depending on the situation.
Provide Details
Explain the reason for your request. For emergency cancellations, you may need to provide documentation.
Submit Request
Submit your request. You'll receive a confirmation email with a reference number.
Wait for Review
Our team will review your request and respond within 2-3 business days.
Refund Processing
If approved, your refund will be processed to your original payment method.
Refund Processing Times
| Payment Method | Timeline | Notes |
|---|---|---|
| Credit Card | 3-5 business days | May take up to 10 days to appear on your statement |
| Debit Card | 3-5 business days | Depends on your bank's processing time |
| Stripe Balance (Sitters) | 1-2 business days | Reflected in your Stripe dashboard |
Non-Refundable Items
- Background Check Fee - Processed immediately by third-party provider (price varies by country)
- No-Show Situations - If you don't show up for a confirmed booking
- Policy Violations - Cancellations due to terms of service violations
Frequently Asked Questions
How long does a refund take?
Once approved, refunds typically take 3-5 business days to process. However, it may take up to 10 business days to appear on your bank statement depending on your financial institution.
Will I get a full refund?
Full refunds are provided for host cancellations and early sitter cancellations (7+ days before). Partial refunds may apply for late cancellations or early sit endings.
Can I get a refund for a background check?
Background check fees are non-refundable as the check is processed immediately by our third-party provider (Certn).
What if my refund doesn't arrive?
If you haven't received your refund after 10 business days, contact our support team with your reference number. We'll investigate with our payment processor.
Can I get a refund to a different card?
Refunds must go back to the original payment method. If that card is no longer valid, contact support and we'll work on an alternative solution.