Owner didn't show up for daycare, now wants a free make-up day without booking, what should i do?

Having handled this situation, if you are okay refunding the missed day, by all means do so (through the rover app, likely w/rover support contact)

Note: If you did NOT start a Rover care card (which you shouldn't have), the missed day will automatically refund

The new day care day should be booked & paid through the app as if the previous missed day "never happened".

With daycare and even the most lenient 1 day (vs your moderate 3 day advance) cancellation policy, she would have to cancel Before the booking began in order to automatically approved receive a full refund, meaning you are entitled to receive full payment.

You can choose to refund part or all of the booking by contacting rover to authorize the refund amount. Regardless, If she brings her dog another day it needs to be a new booking, so that the dog is somewhat covered by rover. You could apply a negative cost adjustment to discount a booking. However there is a minimum allowed value for all services (by the system). I think it was $15 for daycare.

Rover has a same-day cancellation policy for daycare. If the owner did not utilize that feature, that is on them. They should have read the terms before being a no-show. That's not fair to you, as you could have turned down another potential client for them.

I would also try to contact owners the night before and morning of their bookings. I always give a reminder to my clients about their bookings. Communication will help prevent situations like this.

If they try to leave a bad review, contact Rover support and share what happened. You can't do much else on your end, and having an uninsured stay would be too risky for both parties. Let them know they should contact Rover and let them handle it with them. What you can say is:

“Hi...,

I’m an individual contractor who works under Rover to ensure your pet’s safety during stays. Therefore, I have to follow Rover policies. I can not offer another day, as it would be under the table and uninsured by Rover. All daycare visits have a one-day cancellation policy, and if you utilize it, it gives a refund. Don't hesitate to get in touch with Rover about what happened, and they will help you through this process. There is nothing I can do on my end. Rover’s number:...”