Hello, I booked a sitting about two weeks ago and I watched their dogs for the first and second day. I am suppose to be watching their dogs today, but they cancelled on me two hours before the time of service. Do I need to give them a refund?
With the moderate policy, the client gets a full refund if canceled by 12:00 noon the day before the stay begins (12:00 noon is determined by your sitter's time zone). If canceled after 12:00 noon the day before the stay begins (which seems to be the case with your situation), the client can get a 50% refund for the first 7 cancelled days.
You can authorize Rover to make an exception to your policy, refunding more than that 50%, but you are not obligated to do so. The cancellation policy is set up because you may have made plans or turned down plans (including care of other pets) based on expecting to care for these dogs, which were a last minute cancellation. Since it was the client's decision to cancel, not yours and a really exceptional reason wasn't mentioned (such as seriously ill health of client or dog which made them cancel all plans), I wouldn't advise going through the Modify or Cancel steps. Instead, just let Rover process it according to the policy.