Refund policy
Housepawty Refund Policy
(effective 21 August 2025)
1. Why we have this policy
A clear refund framework protects both home-owners ("Clients") and Housepawty sitters ("Sitters"). It keeps bookings smooth, expectations clear, and avoids awkward money chats.
2. Key definitions
Full Upfront Payment
100% of the total booking fee, charged at checkout to reserve your sitter and dates.
Meet-and-Greet Window
From payment until the meet-and-greet happens. This quick chat in person or by video confirms fit and instructions.
Service Start Date
00:00 on the first booked night.
Booking Confirmation
The point at which both Client and Sitter agree after the meet-and-greet that the booking will proceed as discussed.
3. How the money flows
- At checkout you pay in full to reserve the sitter and dates.
- If the meet-and-greet is not a fit you can request a free rematch or a full refund.
- We do not pay Sitters until the booking is confirmed and under way.
4. Client-initiated cancellations
These rules apply to the total amount paid.
| When you cancel | Refund | Notes |
|---|---|---|
| Before the meet-and-greet takes place | 100% | Full refund or free rematch. |
| Not a fit at the meet-and-greet | 100% | Full refund or free rematch. |
| After booking is confirmed and 7+ days before Service Start Date | 85% | 15% covers blocked dates and admin. |
| 72 hours to 7 days before Service Start Date | 50% | Helps compensate the Sitter for blocked time. |
| Less than 72 hours before Service Start Date | 0% | Dates are unlikely to be rebooked at short notice. |
Fair-rebooking promise
If we successfully rebook any of your cancelled nights, we will refund those nights minus a 10% admin fee, even if you fell into a lower-refund tier.
Special protections
If you cannot honour the booking because of death or hospitalisation of the person for whom the booking was made, no cancellation fee will be charged. You receive a full refund.
5. Sitter-initiated cancellations
| Reason | Refund to Client | Sitter consequences |
| Sitter withdraws at or after the meet-and-greet because the job falls outside their advertised scope or feels unsafe | 100% or free rematch | No penalty or rating hit for legitimate safety or scope concerns. |
| Sitter cancels after a confirmed meet-and-greet for personal reasons | 100% or free rematch | Reliability flag. Repeated issues may suspend their profile. |
If a Sitter cancels, Housepawty will help you find an alternative. If the replacement costs more, Housepawty covers the difference up to half the value of the original booking.
6. When plans change in-service
- If a Client returns early or asks the Sitter to leave for reasons beyond the Sitter’s control, unused nights are non-refundable.
- If the Sitter must leave due to emergency or illness, unused nights are fully refunded to the Client, and the Sitter is paid for nights already completed.
7. How to request a refund or change
- Go to My Account → Your booking → Request a change or refund, or
-
Email info@housepawty.co.za with your order number and reason.
Include any supporting information such as messages, photos or vet bills. We respond within 48 hours.
Refund timing
We process approved refunds within 5 business days to your original payment method. Where statutory cooling-off rights apply, refunds will be made within the required period.
8. Cooling-off rights and direct marketing
- If your purchase resulted from direct marketing, you may have a 5 business day cooling-off right to cancel without penalty.
- For electronic transactions, you may also have a 7 day cooling-off right in many cases, with specific exceptions such as services that begin within the 7 day period or certain dated accommodation, transport, catering or leisure services.
9. If we cannot deliver as agreed
If Housepawty or the Sitter fails to perform on the agreed date, time or location, you may cancel without penalty and receive a full refund.
10. Force majeure
If a natural disaster, government ban or other event outside everyone’s control makes the sit impossible, we will cancel and refund in full.
11. We may update this policy
We will announce changes at least 14 days before they take effect. Existing bookings keep the terms active when they were made.