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I need to cancel a booking, what do I do?

If the booking hasn't been paid for, you can still cancel the booking from your Booking details page. However if the booking has already been paid for, then you will need to email us immediately to process the cancellation and refund. 

Once you realise you need to cancel a paid booking, please follow these steps straight away

  1. Contact the Pet Owner to let them know you can no longer take the booking as soon as possible. You can do this by messaging them on the Mad Paws site in the booking.
  2. Contact Mad Paws by emailing or calling 02 8046 6536. Please confirm with Mad Paws that you have informed the Pet Owner and the reason for the cancellation.

Mad Paws aims to ensure that once a booking is paid for, it is secured and locked in. We understand that sometimes Pet Sitters need to cancel, either due to emergency or an unavoidable circumstance. However, once a booking has been paid for we want to keep cancellations by Pet Sitters to a minimum. This is for a number of reasons; to make sure Sitters get paid for the jobs they complete, and so Owners are guaranteed the service. 

Please Note: If a Pet Sitter cancel's a paid booking, we will be refunding the full amount paid, to the Owner, and we will help the Pet Owner find a replacement Pet Sitter. Depending on the circumstances surrounding the cancellation we may flag the Pet Sitter's profile. If two paid bookings are cancelled within three months, Mad Paws may suspend or remove the Pet Sitter's profile. 

Christmas Period Cancellations: As Christmas is such a busy time for Mad Paws, it's very difficult to find a replacement Pet Sitter for our Pet Owners. While our Team will work tirelessly to find a replacement, we may not always be able to locate one during such a busy time. We’d hate to leave the Owner without a Sitter, as this might mean they need to change their travel plans at the last minute. This would not only reflect poorly on Mad Paws - it would also be a huge inconvenience for them.

If you’re unable to provide a satisfactory reason for why the booking has been cancelled, your Pet Sitting account will be suspended for 1 month. While we know this is frustrating, we've had no choice but to implement more severe consequences for Sitters cancelling bookings. It has become a significant issue over the Christmas period, and we want to re-emphasise the importance of approving, and accepting, a booking. Approving a booking is a huge responsibility and commitment which we need all of our Pet Sitters to fully understand.

Ellie is the author of this solution article.

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