Cancellation Policy

1. The general rule

The refund on cancellation depends on how far in advance the booking is cancelled before the service starts.

• 24 hours or more before the start — full refund.
• 12–24 hours — 50% refunded.
• Less than 12 hours — no refund; the fee stays with the sitter.

Cancelling a request that has not yet been accepted or paid has no financial consequence.

2. Differences between service types

The deadline is counted backwards from the start of the service:

• Walking, feed & check-in, hourly daycare — counted from the start of that specific visit.
• Full-day daycare — counted from the start of the first day.
• Overnight boarding and house sitting — counted from the start of the first night/day. Where part of a longer booking is cancelled (e.g. 3 nights out of 7), the same windows apply to the cancelled part.

Sitters lose more on multi-day bookings, so before booking overnight care we recommend agreeing the details thoroughly in the chat.

3. Cancellation by the sitter

If the sitter cancels:

• the owner receives a full refund as Dogo credit, regardless of timing — immediately, so another sitter can be booked the same day;
• Dogo helps find a replacement sitter;
• the cancellation is recorded in the sitter's history. Repeated cancellations lower search ranking and, if they continue, lead to the profile being suspended.

4. No-shows

• If the owner does not appear at the agreed time and place and does not respond in chat within 30 minutes, the service counts as cancelled by the owner and the fee stays with the sitter.
• If the sitter does not appear and does not respond within 30 minutes, the service counts as not delivered and the owner receives a full refund as Dogo credit.

4a. Service not delivered

If a booking was paid for but the sitter did not carry it out — did not turn up, stopped part-way, or materially broke the agreed terms:

• the owner gets the whole amount paid back as Dogo credit, including any part that was itself paid with earlier credit;
• the credit is available immediately and can be used to book a different sitter;
• the sitter is not paid for that booking;
• the incident is recorded against the sitter and may lead to their profile being suspended.

Report it within 48 hours of the booking's scheduled end, at info@zentra.ge or through the "Message Dogo" page.

5. Changing a booking

• Times or quantities can be changed with both parties' agreement.
• If a change increases the price, the difference must be paid before the service starts.
• If a change reduces the price less than 12 hours before the start, the difference is not refunded.

6. Exceptions

A full refund is given regardless of timing where:

• the dog fell ill and there is a vet's note;
• the sitter could not provide conditions stated in the profile (e.g. a yard, single-client care);
• Dogo suspended the sitter's profile for safety reasons;
• force majeure applies (natural disaster, closed roads, documented medical emergency).

7. Refund timing and method

• Refunds are issued to the original payment method.
• Refunds are issued as Dogo credit — the amount lands on your Dogo balance immediately when the booking is cancelled.
• Credit is a full means of payment on the Platform: you can book another sitter the same day. It is applied to your next booking automatically, and if it covers the booking in full there is nothing left to pay by card.
• Credit does not expire and may be split across several bookings.
• Your balance and every entry are shown on My payments.
• Promo code discounts are not refunded, either in cash or as credit.
• If you would rather have the money returned to your bank than held as credit, write to info@zentra.ge. We consider such requests individually; processing takes 3 business days and the transfer another 3–10.

8. Disputes

If you disagree with a cancellation outcome, write to info@zentra.ge quoting the booking code within 14 days of the service. We review the chat history, the care report and both parties' account, and send you the decision in writing.