Refund Policy
Sitterly Pty Ltd · ABN 50 696 419 404
Last Updated: 22 March 2026
Overview
This Refund Policy applies to all payments made through the Sitterly platform, operated by Sitterly Pty Ltd (ABN 50 696 419 404). It is to be read alongside our Terms of Service and Privacy Policy.
Nothing in this Refund Policy excludes, restricts, or modifies any right or remedy available to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Your statutory consumer guarantee rights always apply.
Pet Sitter Subscription
2.1 General Rule
Subscription fees paid by pet sitters are non-refundable once the subscription period has commenced, except in the circumstances outlined below.
2.2 Circumstances Where a Refund Will Be Issued
Sitterly will issue a full refund of the subscription fee in the following circumstances:
Duplicate payment: You were charged more than once for the same subscription period due to a technical error.
Platform failure: Sitterly experiences a significant technical failure that prevents you from accessing your account for more than 7 consecutive days and we are unable to resolve the issue.
Wrongful account termination: Your account is terminated by Sitterly in error and is confirmed as such following a review.
ACL statutory guarantee: The service is not fit for the purpose described, or there is a major failure as defined under the Australian Consumer Law.
2.3 Circumstances Where a Refund Will Not Be Issued
You changed your mind after purchasing the subscription
You did not use your sitter profile during the subscription period
Your account was suspended or terminated due to a violation of our Terms of Service or Community Guidelines
You were unable to secure bookings through the platform
2.4 Cancellation
You may cancel your subscription at any time through your account settings. Cancellation stops future renewal charges. Your profile will remain active until the end of the current paid subscription period. No partial refunds are issued for the unused portion of a subscription period upon cancellation.
Bookings Between Pet Owners and Sitters
Sitterly is a marketplace platform and is not a party to the service arrangements made between pet owners and sitters. Financial arrangements for individual bookings (including deposits, cancellations, and refunds) are agreed directly between the pet owner and the sitter.
We strongly encourage both parties to agree on cancellation and refund terms in writing before confirming any booking. Sitterly does not mediate financial disputes between users arising from individual bookings.
How to Request a Refund
To request a refund under Section 2.2, please contact us within 30 days of the charge:
Email: support@sitterly.com.au
Subject line: Refund Request - [your registered email]
Please include your full name, registered email address, the date of the charge, and a brief description of the reason for your request. We will assess your request and respond within 5 business days.
Approved refunds will be processed to the original payment method via Stripe within 5–10 business days, depending on your bank or card provider.
Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a refund or replacement for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services repaired or re-supplied if the services fail to be of acceptable quality and the failure does not amount to a major failure.