Fair Policies for Cats, Parents & Verified Hosts
Petsu Hub Private Limited (“JustCat”, “we”, “us”) provides verified feline boarding and sitting services arranged and paid for through the JustCat app and website. Because our verified hosts reserve exclusive capacity in their homes and often decline other cat families to host your feline, this policy outlines clear timelines for cancellations, refunds, and adjustments.
48+ Hours Before
100% Refund
Full refund of the stay care fee back to your original payment method.
24 to 48 Hours Before
50% Refund
50% refunded; 50% paid to the host to compensate for the reserved slot.
< 24 Hours Before
No Refund
Care amount disbursed to host. Extenuating emergencies reviewed case-by-case.
1. Cancellation of an Entire Booking by the Cat Parent
If you need to cancel a confirmed boarding or sitting booking, your refund amount depends on how far in advance of the scheduled check-in time you cancel in the app:
- 48 hours or more before check-in start time: Full 100% refund of the stay care amount.
- Between 24 and 48 hours before check-in start time: 50% refund of the stay care amount. The remaining 50% is credited to your verified host who reserved their home and declined other feline bookings.
- Less than 24 hours before check-in start time: No automatic refund is provided. The full care fee is reserved for the host who prepared their home and held the dates exclusively.
2. Cancellation Initiated by the Host
Verified hosts on JustCat are held to high commitment standards. However, in the rare event that a host experiences a sudden emergency or unforeseen circumstance and cancels a confirmed booking:
- You will receive an immediate 100% full refund of all amounts paid.
- JustCat support will prioritize finding you another verified, netting-protected host nearby for your feline.
- Hosts who cancel without documented emergency face automatic account review and temporary search demotion.
3. Early Pick-Up & Shortened Stays
If you return early from your trip and collect your cat before the scheduled checkout date, the booking is deemed completed for the full reserved duration. Because the host dedicated a room/space exclusively for your feline and turned away competing requests for those dates, unused days are not automatically refundable.
If you experience an emergency requiring early checkout, please message our support team via the app or call us at +91 92096 18640. We will review the situation with your host to determine if a mutual credit or partial refund can be accommodated.
4. How Refunds Are Processed & Timelines
- Payment Gateway: All online payments and refunds on JustCat are processed through secure, RBI-licensed payment gateways (including Razorpay).
- Original Payment Source: Approved refunds are credited directly back to the original method used for payment (UPI ID, Net Banking, Credit Card, or Debit Card).
- Banking Turnaround: Once initiated by JustCat, refunds typically reflect in your bank account or card statement within 5 to 7 working days, depending on your bank’s clearing cycles.
5. Stay Disputes & Quality Concerns
If you encounter any genuine issue during a stay (such as unmet care instructions, lack of daily photo updates, or safety concerns), please report it to JustCat within 48 hours of checkout.
Our dedicated trust and safety team will review the chat logs, photos, and host check-ins. If service standards were breached, JustCat reserves the right to issue a partial or full refund at its discretion.
6. Contact Support for Cancellations & Inquiries
To initiate a cancellation or inquire about an ongoing refund, reach out to us:
Petsu Hub Private Limited — Customer Support Desk
Helpline: +91 92096 18640
Email: support@justcat.in
Operating hours: 9:00 AM – 9:00 PM IST (7 days a week). Emergency stay support is monitored 24/7.