A owner paid for four visit through Rover. Cancelled two days in a row. When he contacted Rover for a refund he was told that it was my (sitter) responsibility to refund him. According to the "flexible " policy, should it not be Rover refunding him?
Hi Janice:
You are correct. Rover issues the refund, since they have the payment. I would contact Rover regarding this issue....perhaps they want to hear from you first before issuing a refund? I'd call Rover Support if I were you: [Edit: Rover’s contact options have changed. Visit the Rover Help Center at https://support.rover.com/ to find the phone number, help articles, or chat with the team].
The sitter has to initiate the refund because you are, in effect, confirming the cancellation and that money is due the client. Just like they can't book you without confirmation that you've agreed to the service, they can't get a refund without your agreement.
Did you submit a booking modification? That triggers a refund -- Rover support can assist you