Deposits and cancellations: how a card booking works

This is the life of a card booking, in order, so you know what to expect and what your clients are told. Card payments are optional, and cash and bank bookings carry no card deposit.

1. A client asks to book

When a signed-in dog owner sends a request to a sitter or walker who takes card payments, their card is held for the deposit, which is normally 50% of the booking total. A hold reserves the money on their card but does not take it. The owner is told plainly that nothing is charged unless you accept.

Owners also choose how they will pay the rest: by card too, or in their own way with you (cash, bank transfer or card).

2. You have 72 hours

A pending request does not block your calendar, so other families can still ask for the same dates until you accept one. See how your booking calendar stops double bookings.

3. You accept and the deposit is charged

When you accept, the deposit is taken from the owner’s card and goes into your own Stripe account. If you decline, or the request expires, the hold is released and nothing is ever taken. The owner’s bank can take a few days to clear the hold from their statement.

4. The balance

If the owner chose to settle the balance their own way, collect it in cash, by bank transfer or with a payment link, then press Mark paid. The Other ways to pay button writes a message with a secure card link, your bank details, or both.

5. When you are paid

Your cancellation policy

Every sitter and walker picks a cancellation policy: same day, one day, three days or seven days’ notice. Three days is the recommended option and the one new accounts start with. Owners see your policy on your booking page before they book, for example “Free cancellation up to 3 days before drop-off”.

To change it, open the Profile tab (under More on a phone), press Edit Profile and open the Boarding & Day Care details or Dog Walking details section. A change only affects new bookings. Bookings already made keep the policy they were made under.

When an owner cancels

When you cancel

Bookings more than 87 days away

If a stay finishes more than 87 days from now, the owner’s card is saved instead of held, and the deposit is taken automatically later. It is explained in control your own card payments.