When will I receive a refund?

The cancellation preview is the source of truth for the refund amount before you confirm a supported cancellation. The refund is sent back through Stripe to the original payment method when Stripe can process it.

For cancellation timing and refund percentages, read When can I cancel a booking?.

What affects the amount

Refunds can depend on:

• Whether the owner or sitter is cancelling.
• Whether care starts in more than 7 days or within 7 days.
• Whether care has already started or completed.
• Whether sitter payout is already pending or paid.
• The actual Stripe processing fee for the payment method used.
• Whether CatsOnly support needs to review a failed refund, dispute, or reported concern.

Payment processing fees are deducted where the product shows that deduction. Card payments, Pay by Bank, and OneLink can have different Stripe fee treatment, so use the preview shown on the booking rather than trying to calculate the refund manually.

After the refund is created

If Stripe accepts the refund, the time it takes to appear depends on the original payment method, bank, and Stripe processing. CatsOnly cannot make the bank show the refund faster once Stripe has sent it.

If a refund fails, is pending for longer than expected, or the booking no longer shows a supported action, open the booking and select Report concern. Include the booking dates, the sitter or owner name, and what help you need.