Cancellation and Refund Policy

1. General Principles

Petrandevu follows a balanced cancellation policy to protect both the Service Receivers' ("Customer") rights to change plans and the Service Providers' ("Sitter") time and income from loss. This policy becomes binding upon confirmation of the reservation.

2. Cancellation Tiers (Policies)

Sitters must choose one of the 3 policies below in their service listings. The applicable policy is stated on the reservation detail page.

3. No-Show and Service Disruptions

3.1. Sitter No-Show (Provider No-Show)

If the Sitter does not arrive at the appointment time or does not provide the service:

• 100% of the amount paid is refunded to the Customer.
• An automatic negative review may be added to the Sitter's profile, and their search ranking will be lowered.
• In case of repetition, the Sitter account will be suspended.

3.2. Customer No-Show / Not at Home

If the Customer is not at home at the specified time or does not hand over the pet:

• The Sitter is obliged to wait for 30 minutes.
• If the Customer cannot be reached at the end of 30 minutes, the service is considered provided and no refund will be made.

4. Reservation Changes

Changes to the reservation date or time ("Modification") are subject to the Sitter's approval.

• Shortening the service duration is considered a "Partial Cancellation" and deductions are applied according to the rules of the current Cancellation Policy.
• In case of extending the service duration, an additional fee will be collected.

5. Force Majeure

Petrandevu reserves the right to suspend the cancellation policy rules and make a full refund to the Customer in the following cases:

• Death or serious injury of the Customer or a 1st-degree relative.
• Death of the pet or illness making it unfit to travel (Subject to a report).
• Regional natural disasters, fires, curfews.