WinniePaws · Greenville & surrounding areas
Make-It-Right Process
If a booking doesn't go as expected, we'll do our best to make it right. It starts with an honest conversation, and if that isn't enough, we step in.
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What if I am not happy with my booking?
Our goal is to provide the very best pet care experience. If, for any reason, you or your pet is not happy with your booking, we will do our best to make it right.
In the first instance, we recommend you discuss your concerns with your pet sitter and try and come to a compromise with each other regarding any compensation. In many cases, we have found that when two parties have an honest conversation with each other, misunderstandings can be cleared up quickly.
If your sitter didn't show up, report it on your booking page (“My sitter didn't show up”) within 24 hours of the visit ending, and we'll pause the sitter's payment while we look into it. For any other problem, please contact us within 48 hours of the booking ending. The sooner we are aware, the quicker we can step in to help resolve the situation.
I've tried to discuss the situation with my pet sitter but we can't come to an agreement
If you and your sitter can't reach an agreement on your own, contact WinniePaws support directly and we'll step in. Let us know what happened, when it happened, and what outcome you're looking for — whether that's a partial refund, a credit, or something else.
We'll review the booking details, any messages exchanged through the platform, and both sides of the story before making a call. In most cases we're able to reach a decision within a few business days.
If your sitter didn't show up and you reported it on your booking page within 24 hours of the visit ending, we pause the sitter's payment for that visit while we review it. For other problems, contact us as soon as you can — the sooner we hear from you, the more we can do before the booking's payment is released to your sitter.
To be eligible for the Make-It-Right Process
To be eligible for the Make-It-Right Process:
- The booking was made and paid for entirely through WinniePaws — not arranged or paid for outside the platform.
- You report a no-show within 24 hours of the visit ending (we pause the sitter's payment while we look into it), or contact us about any other problem within 48 hours of the booking ending.
- You've made a good-faith effort to work things out directly with your sitter first, unless doing so isn't practical or safe.
- Your concern relates to the quality or delivery of the service itself, not a preference that was never part of the original booking.
Coverage Exceptions
The Make-It-Right Process is about making a fair call when a booking didn't go as expected — it isn't a way to get money back for reasons unrelated to the service itself. It generally doesn't apply to:
- A simple change of mind after a booking is already complete.
- A no-show reported more than 24 hours after the visit ended, or any other concern raised more than 48 hours after the booking ends.
- Bookings arranged or paid for outside of WinniePaws.
- Situations where you decline to discuss the issue with your sitter or with WinniePaws support first.
- Disputes that are really about pricing or a cancellation policy — those are handled under the relevant cancellation terms, not the Make-It-Right Process.
Who is excluded?
The Make-It-Right Process protects genuine bookings made in good faith. It doesn't extend to:
- Users who violated WinniePaws' Terms of Service in connection with the booking in question.
- Bookings that were fraudulent, or where information provided at booking (about your pet, your home, or your needs) was inaccurate in a way that affected the sitter's ability to deliver the service.
- Repeat claims used as a pattern to avoid paying for services that were actually received.
- Anyone banned or suspended from WinniePaws at the time of the booking.
Key Definitions
- Booking: A confirmed arrangement between a pet owner and a sitter for pet care services, made and paid for through WinniePaws.
- Make-It-Right Process: WinniePaws' commitment to help make things right when a booking doesn't go as expected, as described on this page.
- Sitter: The pet care provider responsible for delivering the booked service.
- Payment Hold: The period during which WinniePaws retains a booking's payment before releasing it to the sitter, giving both sides time to resolve a reported issue.
- Resolution: The outcome WinniePaws determines after reviewing a reported issue, which may include a partial or full refund, a credit, or another remedy WinniePaws considers fair.
Submitting a Make-It-Right request
Do you want to file a Make-It-Right request? Hit the button below to check the instructions.