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Booking Modifications
Customers may cancel within 24 hours of placing their reservation and will receive a 100% refund, and the sitter will not receive any earnings.
Customers will receive a 100% refund if they cancel anytime up to 48 hours before the start date of the reservation, and the sitter will not receive any earnings. Please note that all timing is based on the sitter's time zone, and the start date is defined as 12:00am on the first day listed on the reservation.
Customers will receive a 50% refund, and the sitter will earn 50% of their planned earnings if a customer cancels between 24-48 hours before the start date of the reservation.
No refund will be issued for cancelations made within 24 hours of the start date of the reservation, and the sitter will keep 100% of their planned earnings. We appreciate you respecting your sitter’s time.
Refunds are initially applied as a credit to the customer’s Meowtel Account Balance. Meowtel Account credits do not expire, are non-transferable, and can easily be refunded back to a customer's original payment method by making a request on their Transactions page. Please email [email protected] or Live Chat with us for assistance with refunds, and we’ll be happy to help!
We have a 100% Satisfaction Guarantee
If you are not fully satisfied with your sitter after the Meet & Greet or during the reservation, please call 844-MEOWTEL (1-844-636-9835), so we can help you re-book with a new sitter and ensure we are able to deliver on our purrfect hospitality promise.
Note: If sitter earnings were used as a form of payment for a reservation, those earnings will be refunded to your customer account as a credit to use towards future reservations or tips. Refunded earnings cannot be transferred back to your sitter balance, nor withdrawn as a sitter payout.
If you would like to modify a confirmed reservation to add, remove visits, or adjust visit durations, you may do so by logging into your account, navigating to My Reservations, and clicking on Details to edit and submit your Modification request.
Important Notes:
- Current or past dates can't be modified, only future dates.
- You'll only be able to pick from the sitter’s available dates.
- If a sitter has changed their rate or holiday surcharge since the original reservation was made, the new rate or surcharge will be applied to the new visit or modified visit only if the visit's duration, time preference, or timing has been updated. If no changes were made to the visit, the original rates and surcharge will be honored.
- Every modification request is routed to the sitter for approval.
You are always welcome to reach out to our Bellhop for support if you have any questions or need assistance. Please simply email us at [email protected] or call/text us at 844-MEOWTEL (1-844-636-9835).
If you have a confirmed reservation in place, go to to "My Reservations" tab, and click on Details to edit and submit your Modification request.
- You'll only be able to pick from the sitter’s available dates.
- If a sitter has changed their rate, the new rate will be applied to the modified visit if applicable.
- Every modification request is routed to the sitter for approval.
You are always welcome to reach out to our Bellhop for support if you have any questions or need assistance. Please simply email us at [email protected] or call/text us at 844-MEOWTEL (1-844-636-9835).
In the rare chance that your sitter needs to cancel for reasons such as health emergencies or a car accident, your sitter will contact Meowtel as instructed, and you will be notified. Should the cancellation occur within 7 days of the reservation* start date, and you wish to keep the reservation with a different sitter, we will find you a comparable replacement within 24 hours, honor the lowest rate between the two sitters, and issue you any applicable credit. If the cancellation occurs outside of this 7-day window or you do not want to keep the reservation, we will still issue you a full credit back to your Meowtel Account Balance.
*Only eligible reservations qualify for the Meowtel Promise.
We take customer complaints very seriously, and we will ask for documentation from both parties to make an objective assessment of what occurred during a reservation*.
To file a complaint, please follow these guidelines:
- Notify Meowtel by calling/texting 844-MEOWTEL (1-844-636-9835) or emailing [email protected].
- Complaints or incidents must be reported during the reservation or within 72 hours of the reservation's completion.
- Provide all necessary information and documentation. Documentation may include photos, videos, security camera footage with clear timestamps, screenshots or screen recordings of SMS conversations, phone call history, receipts/invoices, etc.
- The Meowtel chat room between both parties will be used as our primary documentation method to investigate any claim.
- As we aim to resolve all complaints within 7 days, all necessary information and documentation must be provided within 7 days from the date you filed your complaint.
- If we don’t receive the requested documentation within 7 days, we will close the case and provide a case resolution based on the information and documentation we have available.
*Only eligible reservations qualify for the Meowtel Promise.
When you have an eligible balance in your Meowtel account, you can request a refund back to your original payment method by going to your Transactions screen and clicking on Refund Balance.
If you have any questions or need assistance, please reach out to our Bellhop at 844-MEOWTEL (1-844-636-9835) or via email at [email protected].