We understand plans can change, and sometimes you need to cancel a service. No worries, you can do it all through your Floofy account.

First things first: Check your carer’s cancellation policy.

Depending on the timing and their policy, you might get a full or partial refund. You can view the cancellation policy on the carer’s profile.

How to View a Carer’s Cancellation Policy:

On Mobile

  • Tap the Services tab on the carer’s profile.
  • Scroll down to the calendar.
  • Select a service from the dropdown.
  • View the cancellation policy under the calendar.

On the Website

  • Go to the carer’s profile and scroll to the Availability section.
  • You’ll see the carer’s services and their cancellation policy next to each service.
  • Cancellation Policies
    • Same Day: Full refund if cancelled before the booking starts. After the start, a 50% refund for the first 7 days, and 100% for any extra days.
    • One Day: Full refund if cancelled by 12 pm the day before the booking. After that, 50% refund for the first 7 days, and 100% for any extra days.
    • Three Day:Full refund if cancelled by 12 pm three days before the booking. After that, 50% refund for the first 7 days, and 100% for extra days.
    • Seven Day: Full refund if cancelled by 12 pm seven days before the booking. After that, 50% refund for the first 7 days, and 100% for extra days.

How to Cancel a Service Before It Begins

On Mobile

  • Go to your Inbox and tap the Upcoming tab. Find the booking you want to cancel.
  • Tap the three dots in the top-right corner and select Modify booking.
  • Tap Cancel booking.
  • Choose a cancellation reason from the dropdown.
  • Review the details and send a message to the carer explaining why you need to cancel. Tap Cancel booking to confirm.

On the Website

  • Go to your Inbox by selecting the conversation icon.
  • Tap the Upcoming Stays tab and select the booking you need to cancel.
  • In the service details box, click Cancel booking.
  • Fill out the cancellation form. This message goes directly to Floofy Support, not the carer.
  • Click Cancel booking.
  • If you haven’t told the carer yet, it’s a good idea to message them about the cancellation.

After cancellation, both you and the carer will receive confirmation emails. Refunds will be processed within 5-10 business days, depending on the carer’s policy.

How to Cancel a Service After It’s Started

If the service has already begun, submit a help request by selecting Contact Us at the bottom of any Help Centre page.