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The Booking Guarantee

In the rare event that your chosen pet sitter becomes unavailable after he or she has confirmed the booking, we will help you find a replacement sitter on Pawshake and cover the price difference for that chosen service.

What if the pet sitter cancels at short notice?

These things happen rarely, but of course, a cancellation can happen due to family emergencies or illness.

If your sitter cancels within 4 weeks before the start of your booking, please contact us immediately so we can help you look for a replacement Pawshake sitter. You can also search for your own replacement Pawshake sitter.

If the new sitter is more expensive, Pawshake will cover the price difference for the same dates and service. Should you choose not to use a Pawshake sitter, we will refund you in full.

What if the pet sitter cancels during a booking?

Please contact us immediately so we can help you look for a replacement. It is also helpful if you can provide details about your pets and any special requirements (e.g. if they need to be the only pet in the household or if they require medication) they may have so that we can find the most suitable sitter. Or, if you prefer, you can search for your own replacement sitter on Pawshake.

It's very important to leave the pet sitter with emergency contact details of somebody who isn't travelling with you so they can make decisions about where your pet stays in case you can't be reached.

Pawshake will cover the price difference for the new sitter for the same dates and service. Should you choose not to use a Pawshake sitter, we will refund you any remaining days of the booking.

To be eligible for The Booking Guarantee:

The original booking was confirmed via Pawshake platform
Both the original and the replacement sitter are Pawshake sitters
The dates and service are the same
The sitter cancelled within 4 weeks before the booking start date

What if the pet sitter cancels more than 4 weeks before the booking?

Again: This is rare, but can happen due to unforeseen circumstances. Please contact us so we can recommend some other suitable Pawshake sitters for you to contact.

If the cancellation happens more than 4 weeks before the start of your booking date, there will be no coverage for any price difference.

Should you choose not to use a Pawshake sitter, we will refund you in full.

How do I submit a booking guarantee claim?

If you haven't cancelled the original booking yet, and have secured a replacement Pawshake sitter on your own, please contact us and we will transfer the amount and cover the possible difference.

Contact us here.

You are important to us

Unsure of something or have any concerns? Our in-house customer support team is here for you.

In 7 different languages, any time of the day.

Our customer support team can support you in English, French, Italian, Dutch, German, Norwegian and Finnish.

Contact us here.

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