We know that sometimes life throws unexpected situations your way, and you may need to cancel a service with your carer.

In some cases, our Extenuating Circumstances Policy may cover you, making you eligible for a full refund.

Before cancelling, please check if your situation fits one of the extenuating circumstances listed below.

What’s Covered Under the Extenuating Circumstances Policy

Natural Disasters

Events that prevent a carer from providing services, such as:

If there is significant damage to the pet owner’s home (for house sitting, dog walking, or drop-ins) or the carer’s home (for boarding or day care), making it unsafe to care for pets. This doesn’t cover planned renovations.
You’ll need to provide details like:
- A description of the damage, with photos or repair quotes
- The date the damage occurred

This includes things like military deployment or travel restrictions that were imposed after the Floofy service was booked.
Serious Illness or Death:
- This applies if the carer, pet owner, or their immediate family member requires hospitalisation. If it’s a family member, you’ll need to state their relationship to you.