Sittr's Cancellation and Refund policy is detailed in our Terms of Service which you can access here. In the event that there are discrepancies between the Terms of Service and this article, the Terms of Service will take precedent.
Note that in all scenarios below, the Sittr system will automatically process the correct refund amounts and issue the refund. Refunds will usually be visible on your card in 3-7 business days, but this varies bank to bank and also depends on the card type. The refund will be confirmed via email at the time the booking is closed. Please contact us if you believe that a scenario described below has been incorrectly addressed.
Cancellation Policy
Sittr's Cancellation Policy applies if a Parent or Carer cancels a booking and is summarised as follows:
Scenario | Refund Applicable? | Cancellation Fee* |
Parent cancels the booking more than 24 hours before the start time. | Yes - Full Refund | Nil |
Parent cancels the booking between 24 hours and 1 hour before the start time. | Yes - Partial | 50% of the booking value** |
Parent cancels the booking less than 1 hour before the start time. | No | 100% of the booking value*** |
Carer cancels the booking at any time or does not show up to the booking.**** | Yes - Full Refund | Nil |
Notes:
* Cancellation fee is shared with Carers in the same proportion as regular earnings.
** Cancellation fee is charged through a 50% partial refund of the amount already paid.
*** The 100% cancellation fee is charged by not issuing any refund for the amount already paid.
**** Important: In this scenario, Parents must not cancel the booking on behalf of the Carer. If the Carer has not cancelled the booking to initiate the refund, please contact us to cancel on your behalf. The cancellation fees above apply for cancelling on behalf of the Carer.
Refund Policy
Sittr's Refund Policy applies on completion of a booking if there is a change to the start and finish times and is summarised as follows:
Scenario | Refund Applicable? | Refund Amount |
Carer arrives late to a booking and leaves at the scheduled time. | Yes - Partial | Calculated in 30 minute increments based on the reduced time of the booking at Sittr's standard rate. |
Carer arrives late to a booking and stays longer than the scheduled time. | No | Nil* |
Parents return before the scheduled finish time. | No | Nil |
Parents return before the scheduled finish time at the request of the Carer.** | Yes - Partial | Calculated in 30 minute increments based on the reduced time of the booking at Sittr's standard rate. |
Notes:
* Amount payable is calculated at the end of the booking based on the total hours. Overtime is applicable if the number of hours is more than originally booked.
** Possible reasons might include the child is sick or unsettled or the Carer is sick and is no longer capable of properly caring for the child.