Draft. This document is a working draft and has not been reviewed by a Canadian lawyer. Petolina is reviewing it. By using the platform, you accept these terms in their current form; the final version will be linked here.

Refund Policy

Last updated June 2026 · Effective for all bookings on petolina.com

In plain language: Cancel 24+ hours before your booking and you get a full refund automatically. If the vet or sitter declines, you get a full refund automatically. Outside the 24h window, refunds are at the provider's discretion. Stripe's processing fee is never refundable.

1. Standard refund window

You are entitled to a full refund in two situations:

  • You cancel a confirmed booking at least 24 hours before the scheduled start time.
  • The vet or sitter declines a booking after payment.

In both cases the refund is automatic. The full price (base + Stripe processing fee) is returned to your card, normally within 5 to 10 business days depending on your card issuer.

2. Late cancellations

Cancellations made within 24 hours of the scheduled start are at the provider's discretion. You can still cancel the booking; whether you receive a refund depends on the sitter or vet you booked with. We encourage you to message them through Petolina to discuss the circumstances.

3. No-shows and quality complaints

If a sitter or vet doesn't show up, or the service was materially not what was advertised, email hello@petolina.com within 48 hours of the scheduled time. We will review and may issue a refund at our discretion, including partial refunds for partial issues.

4. Force majeure

If a pet emergency, illness, weather event, or other extraordinary circumstance prevents either side from fulfilling a booking, contact us and we will work with both parties to resolve fairly.

5. Processing fees

Stripe processing fees (2.9% + $0.30 per transaction) are paid by the customer at checkout and are not refundable by Stripe, even on cancelled bookings. This is a Stripe policy, not a Petolina policy. You retain everything else.

6. Chargebacks

Please contact us before filing a chargeback with your card issuer. Most disputes are resolved faster directly. Filing a chargeback may result in the suspension of your account while the dispute is open.

7. How to request a refund

For standard cases (24h+ window, decline by provider): cancel from your bookings page and the refund is automatic.

For disputes, late cancellations, or quality issues: email hello@petolina.com with the booking ID and a brief description. We aim to respond within 2 business days.