Cancellation Policy

If the owner cancels

• Before a sitter accepts: no charge at all.
• Up to 2 hours before the start: full refund.
• House-sits of 24 hours or more: full refund up to 3 days before the start.
• After those deadlines: 50% of the total is charged and the rest refunded. The sitter receives half their price, less the commission.
• Once the service has started it cannot be cancelled in the app; contact support.

Example

A walk with a sitter price of €20.00 on a normal day: the owner pays €21.00. If they cancel 1 hour before, €10.50 is charged, €10.50 is refunded, and the sitter receives €8.80.

If the sitter cancels

Pertu immediately looks for another sitter, with nothing for the owner to do. If the new sitter's price is lower, the difference is refunded. If nobody confirms, the owner is refunded in full.

If nobody confirms

If no sitter confirms within 2 hours, the request is closed and nothing is charged. MB WAY or PayPal payments are refunded automatically.

Refunds

Refunds go back to the original payment method. How quickly the amount appears depends on the bank, usually up to 10 working days for cards.