Cancellation Policy

Sometimes plans change, and you may need to cancel a confirmed booking, it can happen! The first thing to do is to let us know. Depending on the date of the cancellation, you may be entitled to a full or partial refund. You can find out more about our cancellation policy below:

1. Bookings cancelled more than 24 hours prior to start time

If you cancel your confirmed booking more than 24 hours prior to the arranged booking start time, you will be issued a full refund within 7 working days of cancellation (not inclusive of any non-refundable deposit you have paid to secure your booking). In the event that you have not already paid for a booking, you will not be required to make any payment for this booking.

2. Bookings cancelled less than 24 hours prior to start time

If you cancel your confirmed booking less than 24 hours prior to the arranged booking start time, you will not be eligible for any refund. This is because, in most cases, we will not have enough time to replace the job at such short notice. In the event that you have not already paid for a booking, you will be required to make full payment for this booking, which will be added to your weekly invoice.

3. Bookings altered more than 24 hours prior to start time

Sometimes you may need to make changes to your booking, such as the start time or the location in which your pet is collected/dropped off. Where possible, we will always do our best to accommodate your needs. However, there may be times where we are unable to make changes to your booking. For example, we may be short-staffed or limited by our schedules.

If you make an alteration to your booking more than 24 hours prior to the original arranged booking start time, you will not be charged any fees. If we cannot make the change(s) you require, and your booking must be cancelled as a result of this, you will be issued a full refund within 7 working days of cancellation (not inclusive of any non-refundable deposit you have paid to secure your original booking. In the event that you have not already paid for a booking, you will not be required to make any payment for this booking.

4. Bookings altered less than 24 hours prior to start time

Sometimes you may need to make changes to your booking, such as the start time or the location in which your pet is collected/dropped off. Where possible, we will always do our best to accommodate your needs. However, there may be times where we are unable to make changes to your booking. For example, we may be short-staffed or limited by our schedules.

If we can accommodate the changes you require, and you request these changes less than 24 hours prior to the original arranged booking start time, you will be charged an administration fee of £10 which will be added to your weekly invoice. This fee is charged to cover short notice administration costs.

If we cannot accommodate the changes you require, and you request these changes less than 24 hours prior to the original arranged booking start time, you will not be charged an administration fee. However, you will not be eligible for any refund and/or you will still be required to pay the full amount agreed when you originally made your booking. This is because, in most cases, we will not have enough time to replace the job at such short notice.

5. Deposits

In most cases, we do not require a deposit to be paid. However, for long-stay pet sitting jobs and some other services, we may request for a deposit to be paid before we can agree to providing services.

If, for any reason, a representative of London Pet Care cancels your booking, your deposit will be fully refunded within 7 working days of cancellation.

If, for any reason, you cancel your booking (or if you request for your booking to be altered and we cannot accommodate your request), you will not be eligible for any refund of your deposit.