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Sitter Protection Guarantee

Your time and income are protected on every PawStay booking.

Payment secured before day one

Every confirmed booking is charged through Stripe before the service starts. You never begin a stay without the money already collected.

Escrow release in 24–48 hours

Funds are held in escrow during the stay and become withdrawable to your bank 24–48 hours after the service ends. No invoicing, no chasing clients.

Emergency care is covered

Pre-approved emergency vet costs during a booking are reimbursed out of the booking payment, and PawStay support coordinates with the owner on your behalf.

Cancellation compensation

Flexible

Owner: Full refund if cancelled 24+ hours before the start date.

Sitter: You keep 50% of the payout if the owner cancels inside 24 hours.

Moderate

Owner: Full refund if cancelled 3+ days before the start date.

Sitter: You keep 50% of the payout for cancellations inside 3 days, and 100% of the first night inside 24 hours.

Strict

Owner: Full refund only if cancelled 7+ days before the start date.

Sitter: You keep 100% of the first night plus 50% of the remaining payout for late cancellations.

A flat $15 processing fee is withheld from any refund issued after a booking has been paid.

Liability limits

  • PawStay is a marketplace, not an insurer. Sitters are independent service providers and remain responsible for the care they deliver.
  • Property or pet-related claims are reviewed case by case and are limited to the value of the booking payment unless the sitter or owner carries separate insurance.
  • Claims must be reported within 48 hours of the incident, with photos and in-app messages as supporting evidence.
  • Cash payments arranged outside PawStay are not covered by this guarantee.

Dispute resolution

  1. Report the issue in the booking chat so it is timestamped.
  2. Email admin@paw-stay.com within 48 hours with photos and a short summary.
  3. PawStay reviews both sides within 5 business days. Escrowed funds stay on hold until the review closes.
  4. The outcome is applied automatically — payout release, partial payout, or refund to the owner.

Need help with a live booking? Email admin@paw-stay.com — we respond the same day.