Refund Policy

1. Overview

This policy explains which fees paid through Pet Lodger are refundable. It works alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which are not affected by anything stated here.

2. Ad Posting Fee (£4.99)

The £4.99 ad posting fee is non-refundable. It covers the cost of listing your ad on the Community Board and the administrative work involved. By paying the fee you accept that it will not be returned once the ad is published, even if you later find a sitter through another route or no longer require the sit.

3. Booking Deposit (£70.00)

The £70 deposit, equivalent to the first day's payment, is non-refundable in all circumstances. It secures the Sitter's time and is transferred as part of the Sitter's payment for day one. Because the Sitter commits their availability and declines other work once a booking is confirmed, the deposit cannot be returned.

The deposit is also non-refundable because, by the time a booking is confirmed, you will have incurred administrative interaction fees — including the cost of processing your booking request, matching you with a Sitter, verifying the Sitter's DBS and insurance, and the platform's time spent arranging and confirming the sit. These costs are incurred regardless of whether the sit ultimately goes ahead or who cancels.

As set out in our Terms & Conditions, Pet Lodger reserves the right to substitute an alternative, equally-qualified Sitter if your booked Sitter is unable to attend. In the rare event that a booking cannot proceed, we would almost always arrange a replacement Sitter for your dates rather than cancel outright. Where a Sitter is swapped, your booking continues with the replacement Sitter, the same DBS-checked and insured standards apply, the fixed day rate is unchanged, and the deposit stands.

4. Balance Payment

The balance is requested on the first day of the sit at the agreed arrival time. Once the balance has been paid it is non-refundable, as it covers the Sitter's ongoing service for the duration of the agreed sit.

If a sit is cut short by the Client for reasons other than the Sitter's serious breach of duty, no proportionate refund is owed for the unused days, because the Sitter has reserved and committed the full period. Where a genuine and serious failing by the Sitter occurs, please contact us and we will review the circumstances fairly.

5. Sitter Fees

Sitter membership fees (£4.99 first year, £9.99/year thereafter) are non-refundable. Replying to Client ads through Pet Lodger's secure messaging is free — no per-ad charge applies.

6. Cancellations Before the Sit Begins

The balance is only requested on the first day of the sit, at the agreed arrival time. This means no balance will have been paid before the sit begins, so only the deposit is relevant to a pre-sit cancellation.

• If the Client cancels before the sit begins, the £70 deposit is non-refundable, as administrative costs have already been incurred and the Sitter will have reserved and committed the dates. No balance will be outstanding.
• If Pet Lodger cancels before the sit begins, the £70 deposit is non-refundable for the same administrative-cost reasons. As set out in our Terms & Conditions, Pet Lodger reserves the right to substitute an alternative, equally-qualified Sitter, and in practice we would almost always arrange a replacement Sitter for your dates rather than cancel outright — in which case your booking continues with the replacement Sitter and the deposit stands. No balance will be outstanding.

If a sit is terminated part-way through due to the Sitter's serious failure, a fair proportionate refund of the balance already paid will be considered.

7. How to Request a Refund

To request a refund, email info@petlodger.co.uk with your booking reference and reason. Approved refunds are returned to the original payment method within 14 days.

8. Disputes

If you are unhappy with a refund decision, you may escalate to the platform owner and, if unresolved, to the relevant alternative dispute resolution or court. Your statutory rights remain fully protected.