Meow! How Can We Help?

1. Cancelation within 24 hours of booking: Customers can cancel within 24 hours of placing their reservation for a 100% refund. The sitter will not receive any earnings.
2. Cancelation up to 48 hours before the start date*: Customers will receive a 100% refund if they cancel up to 48 hours before the reservation start date. The sitter will not receive any earnings.
3. Cancelation between 24-48 hours before the start date*: Customers will receive a 50% refund, and the sitter will receive 50% of their planned earnings.
4. Cancelation within 24 hours of the start date*: No refund will be issued for cancelations within 24 hours of the start date. The sitter will keep 100% of their planned earnings. We appreciate your respect for your sitter’s time.

Refunds

Refunds are issued as credits to the customer's Meowtel Account Balance. Meowtel account credits do not expire, are non-transferable, and can be refunded back to the original payment method by requesting it on the Transactions page. For refund assistance, please email [email protected] or use Live Chat.

100% Satisfaction Guarantee

If you're not completely satisfied with your sitter after the Meet & Greet or during the reservation, please call us at 844-MEOWTEL (1-844-636-9835) so we can assist you in rebooking with a different sitter. We're committed to delivering purrfect hospitality.

Note

If sitter earnings were used to pay for a reservation, those earnings will be refunded as a credit to the customer’s account for use toward future reservations or tips. Refunded earnings cannot be transferred back to the sitter’s balance or withdrawn as a payout.

*All cancelation timing is based on the sitter's time zone, and the start date is defined as 12:00 AM on the first day of the reservation.

If you'd like to modify a confirmed reservation by adding or removing visits, or adjusting visit durations, log into your Meowtel account, and navigate to My Reservations (or “Reservations” on the mobile app), click on Details, and then Modify Reservation to edit and submit your request.

Important Notes:

1. Current or past dates cannot be modified; only future dates can be changed.
2. You'll only be able to choose from the sitter’s available dates.
3. 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.
4. Every modification request is sent 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 event that your sitter needs to cancel due to reasons such as a health emergency or a car accident, your sitter will contact Meowtel, and you will be notified. If the cancelation occurs within seven (7) days of the reservation* start date and you wish to continue 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 any applicable credit. If the cancelation occurs outside of this seven (7) day window, or you prefer not to keep the reservation, we will issue a full credit 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:

1. Complaints or incidents must be reported during the reservation or within 72 hours of the reservation's completion.
2. Notify Meowtel by calling/texting 844-MEOWTEL (1-844-636-9835) or emailing [email protected].
3. 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.
4. The Meowtel Chat inbox will be used as our primary documentation method to investigate any claim or complaint, so keeping communication with your sitter on our platform will help us in quickly finalizing a resolution.
5. To resolve complaints within a reasonable timeframe, all necessary information and documentation must be provided to us within seven (7) days of filing your complaint. We aim to resolve complaints within one week upon receipt of all evidence and documentation.
6. 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].