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Dog Walking Cancellation Policy - Always Flexible?

asked 2017-09-08 13:42:31 -0500

Are we able to modify this to strict or moderate at all? I ran into a situation where I drove 15 miles (round trip) to go walk a dog, only to find out the owner changed her mind and didn't leave me a key. The thing is, she never cancelled on the app nor did she notify me not to waste my gas and not show up!!!! (I've been working with her for 3 weeks and this is the second time she has done that).

Anyway. She is now demanding a full refund because she said the stay never happened and that technically she cancelled "before the service started". Which is true...technically....but only because I had no way to get into the house and she then cancelled when I texted to ask her what was up. (Though I did send a Rover card taking a picture of no-key under the matt and what time I tried to stop by)

Do I really have to refund her money? It was a waste of mileage for me and I had turned away another walk that day because of her appointment. -.-

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No, you cannot change your cancellation policy for this service.

Karen R.'s profile image Karen R.  ( 2017-09-11 16:03:37 -0500 ) edit

3 Answers

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answered 2017-09-11 11:21:27 -0500

How did she "technically" cancel the service if she never informed you or Rover? From what you've described, you showed up and weren't able to perform the service. She only canceled it officially after you got there and contacted her. That is not a valid cancellation. She is not entitled to a full refund. She canceled at the beginning of service, which means she only gets a 50% refund.

Flexible: If canceled on or after the beginning of the the service, a 50% refund is available for the first seven canceled days of the service, and a 100% refund is available for any additional days.

You need to stick to your guns.

https://support.rover.com/hc/en-us/ar...

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I agree with you! Sadly, Rover did NOT agree with me and decided to side with the owner so I didn't get paid at all. Rover said because I wasn't able to get into the house, I never started the "walk" and that she had every right to cancel/not grant me access for a full refund. Sad. :(

Jessica Irene A.'s profile image Jessica Irene A.  ( 2017-09-11 11:26:02 -0500 ) edit

Even though I drove all that way. :( Sad to know Rover doesn't back you up in those situations. I ended up removing Walking as a service because this happened a few times and Rover would never help me get my money, even when I passed up other clients for ones that cancel once I arrive.

Jessica Irene A.'s profile image Jessica Irene A.  ( 2017-09-11 11:27:32 -0500 ) edit
1
answered 2017-10-14 14:40:18 -0500

Sounds like a bad client... I wouldn't book with her again.

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answered 2018-01-01 14:22:37 -0500

I have had situations where Rover sides with a bad client over me. I understand they want to make money but I find it offensive. They then claim that we are "independent contractors", that we can make our own rules. I don't feel that this is the case.

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