Long stay commitment made and paid for but later cancelled prior to sit. Owner gets money back but the sitter is now left high and dry. Do I understand this correctly?
It looks like you have a Moderate refund policy for your boarding clients which states the following: Moderate: Full refund if cancelled by 12:00 noon the day before your sitter begins providing care. 12:00 noon is determined by the sitter's time zone. 50% refund for first 7 days of stay & 100% of additional days if cancelled. Example: For a 4-week vacation, you will only be charged 50% for the first 7 days and the remaining 3 weeks are refunded in full.
Not sure how far in advance the cancellation occurred. If it's canceled earlier than noon PST than one day notice, with your current moderate policy, you're right (you won't receive anything).
It sounds as if you may want to reconsider the Strict cancellation policy meaning: - A full refund is available if a client cancels by 12:00pm one Week before the service begins. - If canceled later than 12:00pm one Week before the service begins, a 50% refund is available for the first seven days of the stay and a 100% refund is available for any additional days.