REFUND & CANCELLATION POLICY
Last updated: 21 January 2026
This Refund & Cancellation Policy explains how cancellations, refunds, and rescheduling are handled for bookings made through Vacay Sitters (Pty) Ltd (“Vacay Sitters”, “we”, “us”, or “our”).
Vacay Sitters operates as a marketplace platform connecting Clients with independent sitters and walkers. Vacay Sitters does not itself provide house sitting, pet sitting, or dog walking services. This policy forms part of, and must be read together with, our Terms & Conditions.
1. CANCELLATIONS BY CLIENTS
Clients may cancel a confirmed booking prior to the service start date, subject to the following cancellation terms:
1.1 More than 14 days before the service start date
A full (100%) refund of the amount paid will be issued.
1.2 Between 7 and 14 days before the service start date
A 50% refund of the amount paid will be issued.
1.3 Less than 7 days before the service start date
No refund will be issued.
1.4 Within 24 hours of the service start time
A cancellation fee may apply, and no refund will ordinarily be issued, as reasonable costs and sitter commitments have already been incurred.
These cancellation fees are considered reasonable and fair in terms of section 17 of the Consumer Protection Act, No. 68 of 2008.
2. RESCHEDULING BY CLIENTS
2.1 Clients may request to reschedule a booking prior to the service start date.
2.2 Approval of rescheduling requests is subject to the availability and agreement of the Sitter and is not guaranteed.
2.3 Where rescheduling is approved, previously paid amounts may be applied to the rescheduled booking at the discretion of Vacay Sitters, acting reasonably.
3. CANCELLATIONS BY SITTERS OR SERVICE PROVIDERS
3.1 If a Sitter cancels a confirmed booking or fails to provide the agreed Services, Vacay Sitters will, acting reasonably and subject to availability:
- assist the Client in finding a replacement Sitter; or
- offer a full refund to the Client if a replacement is not available.
3.2 Any penalties or consequences imposed on Sitters for cancellations are handled internally in accordance with Vacay Sitters’ platform rules and do not affect the Client’s refund entitlement.
4. PLATFORM-RELATED CANCELLATIONS
4.1 In the event that a booking cannot proceed due to a verified technical issue, safety concern, or platform-level restriction, Vacay Sitters will offer the Client either:
- a full refund; or
- the option to reschedule the booking at no additional cost.
5. FORCE MAJEURE
5.1 In circumstances beyond the reasonable control of Vacay Sitters, Clients, or Sitters — including but not limited to natural disasters, extreme weather events, civil unrest, government restrictions, or infrastructure failures — Vacay Sitters may, acting reasonably:
- offer rescheduling without additional charges; or
- issue a refund where rescheduling is not reasonably possible.
5.2 Refunds in force majeure situations are assessed on a case-by-case basis in accordance with applicable law.
6. REFUND PROCESSING
6.1 All refund requests must be submitted via the Vacay Sitters App or Website.
6.2 Approved refunds will ordinarily be processed using the original payment method used for the booking. Where this is not possible, impractical, or supported by the payment provider, Vacay Sitters may process the refund via electronic bank transfer.
6.3 In such cases, Clients may be required to provide valid banking details to enable the refund. Clients warrant that all banking information provided is accurate and belongs to them.
6.4 Vacay Sitters will process refunds only to the account provided by the Client and will not be responsible for delays or losses resulting from incorrect or incomplete banking details.
6.5 Refunds may take up to 10 (ten) business days to reflect in the Client’s account, depending on the payment method and financial institution.
7. LEGAL COMPLIANCE
7.1 This Refund & Cancellation Policy is intended to comply with the Consumer Protection Act, No. 68 of 2008, and all other applicable South African laws.
7.2 Nothing in this Policy limits any statutory rights that cannot be lawfully excluded.
8. POLICY UPDATES
8.1 Vacay Sitters reserves the right to update this Policy from time to time.
8.2 The most current version will always be available on the Vacay Sitters Website and App.
8.3 Continued use of the Platform after any updates constitutes acceptance of the revised Policy.
9. CONTACT INFORMATION
If you have any questions regarding this Refund & Cancellation Policy, please contact us:
Phone: +27 60 591 3888
Email: helpdesk@vacaysitters.co.za