I am on a "Strict Policy", repeat customer cancels due to illness and doesn't want refund, it is an issue for Rover when no updates and pictures not sent?

I am on "Strict Policy". My weekly business travel customer had to cancel a 2 night boarding due to owners' illness. My customer wants me to keep the full fee. I always send updates and pictures 2X daily. Is that a problem with rover or would they question why no pictures and updates?