Refund Policy
Understanding our refund and cancellation policies
Last updated: July 26, 2026
At PetLoza, refunds and cancellations are handled to protect both pet owners and sitters. This policy explains standard outcomes, but the booking details, sitter cancellation terms, payment status, and dispute review may affect the final decision.
Eligible for Refund
Refunds may be available in the following circumstances:
- •Service cancelled by sitter more than 48 hours before scheduled time
- •Service not provided as agreed
- •Pet owner cancellation more than 24 hours before service start
Not Eligible for Refund
Refunds are typically not available in these cases:
- •Pet owner cancellation 24 hours or less before service start, except where the sitter policy or dispute review allows a refund
- •Service was completed as agreed
- •No-show or late cancellation without valid reason
Refund Process
Submit Request
Contact our support team or submit a refund request through your booking details
Review
We review your request and may contact both parties for additional information
Processing
If approved, refunds are processed within 5-10 business days to your original payment method
Refund Timeline
Approved refunds are usually processed within 5-10 business days. Card networks, banks, chargebacks, partial refunds, currency conversion, or additional dispute review may affect the final timing.