Dispute Resolution Policy
How booking issues, evidence, refunds, and payout holds are reviewed
Last updated: July 26, 2026
This policy explains how PetLoza reviews disputes between pet owners and sitters. It supports the Terms of Service, Refund Policy, and booking-specific cancellation terms.
When to Open a Dispute
Open a dispute when a service was not provided as agreed, a pet safety issue occurred, access was impossible, a party did not show up, damage is reported, or a refund or payout outcome is contested.
Evidence We May Review
We may review booking details, messages, photos, timestamps, location information, receipts, veterinary records, support notes, cancellation timing, payment status, and statements from both parties.
Review Timeline
Disputes should be raised as soon as possible and generally within 72 hours after service completion. We aim to review initial evidence within 2 business days, but complex safety, payment, or legal issues may take longer.
Payment and Payout Holds
While a dispute is under review, PetLoza may hold sitter payouts, delay release of funds, pause refunds, or request more information. Stripe processing times and chargeback procedures may also affect timing.
Possible Outcomes
Outcomes may include no action, full refund, partial refund, payout release, payout adjustment, cancellation penalty, account warning, suspension, content removal, or referral to external authorities where required.
Safety and Emergency Issues
If there is an immediate safety concern, contact local emergency or veterinary services first. PetLoza support can review platform evidence after urgent care has been handled.