Jaqueline
I have a bad experience with a sitter…
I have a bad experience with a sitter because she lied at her profile. I went to pick up my dog three hours after I dropped her because I feel she was unsafe . I requested to cancellation for the for the next days and they didn’t return my money back because the sitter had the decision to make a refund or not . They even charge a $90 penalty more for requested the cancellation it wasn't my fault. I paid for the complete boarding , the penalty and the cancellation of my tickets and all my trip. The customer service was not helpful. I am a regular customer and I didn’t have any issue with the other sitters. I make the booking through Rover and now they said that the sitters has the own cancellation policies. But it’s the sitter fault it’s Rover responsibility to check everything is ok with the sitter. My dog could die literally in the woman’s hand and she refuses to make a refund
Response from Rover.com | Pet SittingJul 31, 2023
Hi Jaqueline, thanks for reaching out. Your booking was refunded in accordance with your sitter’s cancellation policy. To learn more, I recommend this article in Rover’s Help Center: What are the sitter cancellation policies? https://bit.ly/3wuHKW0 Keep in mind that sitters are independent business owners and have the freedom to set cancellation policies that best fit their business. Last-minute cancellations can disrupt a sitter’s schedule and availability, and policies like these ensure the stability of their business. While we’re unable to override a sitter’s policy without their permission, you’re welcome to discuss a potential refund with the sitter. If they’re willing to offer you a further refund, please have your sitter contact us at 888-453-7889 and we’ll handle the rest.