Deposits & Payment Schedule

A 25% reservation deposit is due when your booking is confirmed to reserve your dates. The remaining balance is due on the first day of service, before the first scheduled visit begins. Any client-approved additions made during care will be invoiced separately.

The 25% reservation deposit compensates RNR Pet Care for reserving your dates and declining other bookings. Whether it is refunded depends on when your cancellation is received: if written notice reaches us before the cancellation window for your service type (below), the deposit is refunded in full. If notice reaches us inside that window, the deposit is non-refundable and is applied toward any cancellation charge that applies. If RNR Pet Care cancels a service, you receive a full refund for the services we cancelled, including the deposit. Every amount already paid is credited against what you owe.

Cancelling a Booking

• Standard visits: cancel at least 48 hours before the first scheduled visit for a full refund of any prepaid amount, including the reservation deposit.
• Overnight care: cancel at least 7 days in advance for a full refund of any prepaid amount, including the reservation deposit.
• Holiday and peak-period bookings: cancel at least 14 days in advance for a full refund of any prepaid amount, including the reservation deposit.
• Cancellations inside these windows: the 25% reservation deposit is non-refundable, and the booking may be charged up to 50% of the reserved service total, because the time was held for you and turned away from other clients. The deposit is credited against that charge, and any prepaid amount above what is owed is refunded.
• Cancellation timing is measured from when your written notice is received (by portal cancellation request, email or text), not from when it was sent.

Early Returns

If you return home early, please notify us as soon as possible. Visits that have not yet occurred and that we can cancel with at least 24 hours' notice are not billed, and any prepaid amount for those visits is refunded or credited to your account at your choice.

Services Already Provided

Visits that have already been completed are not refundable. Care is billed for the visits actually performed and documented in your visit reports.

Service Issues

If something about a visit did not meet our standard, contact us within 7 days of the visit. We will review the visit report and, where we fell short, issue a full or partial refund or an account credit for the affected visits.

How Refunds Are Issued

• Card payments are refunded through Stripe to the original card. Funds typically appear within 5-10 business days depending on your bank.
• Zelle, cash and check payments are refunded by Zelle or check, typically within 5 business days of approval.
• Account credits are applied automatically to your next invoice in the client portal.
• Every refund is recorded on the related invoice, and you receive an emailed refund confirmation.

Meet & Greet

The initial meet and greet is complimentary and never billed, so there is nothing to refund if you decide not to move forward.

Cancellations by RNR Pet Care

If we must cancel confirmed care for any reason, including weather, illness or safety concerns, you receive a full refund of any prepaid amount for the cancelled visits and we will help you find alternative coverage where possible.

Disputes

Please contact us before opening a card dispute; most issues are resolved quickly and directly. If a dispute is filed, we will respond through Stripe with the booking, visit and payment records for the charge.

How to Request a Refund

Email or call us with your invoice number and a short description of the request. We respond to refund requests within 3 business days.