When can I cancel a booking?
Use the cancellation option on the booking when it is available. The cancellation screen shows the refund calculation before you confirm, so check it carefully before taking action.
Owner cancellations
Owners can cancel through the booking before care starts, provided the booking has not already been refunded and sitter payout has not started.
The owner cancellation refund window is:
| Timing | Booking refund rule |
|---|---|
| More than 7 days before care starts | 100% refund before non-refundable processing costs shown in the preview. |
| 7 days or fewer before care starts | 70% refund before non-refundable processing costs and any CatsOnly fee shown in the preview. |
For example, if care starts on 10 July, the 100% tier is available up to 2 July. From 3 July onwards, the 70% tier applies.
Owner self-service cancellation is not available once care has started, once the booking is completed, once a refund is already pending or complete, or once sitter payout is already pending or paid.
When an owner cancellation is available, the preview shows:
- The booking amount.
- The refund percentage for the current timing.
- Any payment processing fee deduction.
- Any CatsOnly fee deduction for the current tier.
- The amount expected to be refunded.
Sitter cancellations
If you are the sitter and need to cancel, use the booking action where it is available and message the owner as soon as possible. Cancelling shortly before care starts can leave the owner with very little time to find another sitter.
Sitter cancellation refund handling is different from owner cancellation handling. Before care starts, sitter cancellation fully refunds the owner, with payment processing costs covered by the sitter. After care starts, the sitter may see a refund action where the booking and refund window still allow it.
For paid bookings, CatsOnly closes the refund window 3 days after the booking end date. After that, the booking needs support review rather than self-service cancellation or refund.
If the option is not available
If the booking does not show a supported cancellation action, open the booking and select Report concern. Include:
- The booking dates.
- The sitter or owner name.
- The reason the booking needs to change.
- Whether care has already started.
Do not issue refunds outside the CatsOnly booking flow. Support needs the booking and payment record to stay consistent.
For more detail on Stripe processing costs, read Sitter fees and payment methods.