cancellation and refund policy

Which rule applies depends on when you cancel compared with when you booked.

• In the first 14 days after booking: this is your legal cooling-off period. Cancel any time before the first visit and you get everything back, including the nestr booking fee.
• After those 14 days: cancel 7 or more days before the first visit and you get the full sitter’s price back. Cancel less than 7 days before and you get half the sitter’s price back, right up until the sit starts. The booking fee is not refundable after the first 14 days.

Booking a sit that starts within 14 days? You are still in your cooling-off period when your sitter arrives, so you can cancel for a full refund right up to the first visit. Once visits have started, you pay only for the visits already done.

• Within 14 days of booking, before the first visit: full refund, including the booking fee, however late you cancel.
• Within 14 days of booking, after visits have started: refund for the visits not yet done. You pay for the visits already done.
• After 14 days, and 7 or more days before the first visit: the full sitter’s price back. The booking fee is not refunded.
• After 14 days, and less than 7 days before the first visit: half the sitter’s price back, right up until the sit starts. Your sitter receives the other half.
• After 14 days, partway through the sit: refund for the visits not yet done. Completed visits are paid to your sitter.

Four visits at £16 each, booked a month ahead. You pay £75.52: £64 for your sitter, plus the £11.52 nestr booking fee.

If your sitter cancels before the sit starts, you get a full refund, including the booking fee. If they stop partway through, you are refunded for every visit they didn’t do.

Every visit is checked off with timestamped photos against your checklist. If a visit isn’t, and you haven’t marked it as fine, you are refunded for that visit.

If a sit starts within 14 days of being booked, the owner is still in their legal cooling-off period. They can cancel for a full refund at any time before your first visit, and you won’t be paid if they do. These bookings are clearly labelled, and you’ll be asked to confirm before you accept, so the choice is yours.

• Owner cancels 7 or more days before (after their 14 days): no payment.
• Owner cancels less than 7 days before (after their 14 days): you’re paid half your price, minus your usual commission, like any other booking.
• Owner cancels partway through: you’re paid for every visit you’ve completed, minus your usual commission.
• You cancel: the owner is refunded, and you’re paid only for visits you’ve completed. Emergencies happen, but repeated cancellations are reviewed by the nestr team.

Your card is saved when you book, but payment isn’t taken straight away. Your card is charged at whichever comes first:

• the end of your 14-day cooling-off period, or
• 48 hours before the first visit.

If you cancel before then, nothing is taken. If the payment doesn’t go through, you’ll be told and given 24 hours to update your card before the booking is cancelled.

• If something goes wrong, try to sort it out with your sitter or owner first. If you can’t, tell nestr within 24 hours of the visit and we’ll step in.
• If a sitter has to stop a sit because of abusive behaviour, the owner won’t be refunded for the remaining visits (after the 14-day cooling-off period).
• This policy should be read alongside the nestr terms and conditions.