When will I receive a refund?

The cancellation preview is the source of truth for the refund amount before you confirm a supported cancellation. The refund is sent back through Stripe to the original payment method when Stripe can process it.

For cancellation timing and refund percentages, read When can I cancel a booking?.

What affects the amount

Refunds can depend on:

• Whether the owner or sitter is cancelling.
• Whether care starts in more than 7 days or within 7 days.
• Whether care has already started or completed.
• Whether sitter payout is already pending or paid.
• Whether CatsOnly support needs to review a failed refund, dispute, or reported concern.

For owner cancellations before care starts, refunds follow a predictable fee structure: a fixed 2% Early Cancellation Fee (98% refund) when cancelling more than 7 days before care starts, or a fixed 30% Late Cancellation Fee (70% refund) when cancelling within 7 days. If a sitter cancels before care starts, the owner receives a 100% full refund. Use the preview shown on the booking to check the exact refund balance before confirming.

After the refund is created

If Stripe accepts the refund, the time it takes to appear depends on the original payment method, bank, and Stripe processing. CatsOnly cannot make the bank show the refund faster once Stripe has sent it.

If a refund fails, is pending for longer than expected, or the booking no longer shows a supported action, open the booking and select Report concern. Include the booking dates, the sitter or owner name, and what help you need.