Cancellation policy
What happens when a booking is cancelled, moved or cut short, by you or by me.
Laatst bijgewerkt 28 september 2026 · Versie 1.4
1. Why there is a policy at all
I take a limited number of pets at a time, and a confirmed booking means I turn other people away for those dates. A late cancellation is usually a day I cannot fill again. That is what these windows are about.
This policy is part of my terms and conditions and uses the same words in the same way.
2. How to cancel
You can cancel from My bookings in your account, by e-mail to info@phoebes-place.nl, or on WhatsApp. For a message, what counts is the moment it reaches me, not the moment it was sent.
A cancellation in your account is confirmed when the booking shows as cancelled. If you write to me, I confirm it back to you. Until then, assume the booking still stands and ask again.
3. Cancelling an overnight stay
| When you cancel | What is charged |
|---|---|
| More than 14 days before the first night | Nothing |
| More than 7 and up to 14 days before | 50% of the booking |
| 7 days or less before | 75% of the booking |
| The pet does not arrive without a cancellation | 100% of the booking |
Not arriving at all is the one exception to the 75%: it is charged in full. A message, however late, is always worth more to me than silence.
If your trip is cut short and you collect your pet early, the nights your pet did not stay are not charged. The stay is invoiced for the nights it actually lasted, and I adjust the booking afterwards. Tell me as soon as you know, so that I can plan the day around it.
4. Cancelling daycare, a walk or a drop-in visit
| When you cancel | What is charged |
|---|---|
| At least 24 hours before the start | Nothing |
| Less than 24 hours before the start | 10 euro |
| I am at your door on time and cannot get in, or cannot find your pet | 10 euro |
The 10 euro covers the slot I could have given to another animal. It goes on your account rather than being asked for on the day, and a quick message the evening before avoids it entirely.
A regular weekly booking can be paused with the same notice. Say which dates, and the rest of the arrangement stays as it is.
5. Bad weather
Storms, ice and other genuinely unsafe conditions mean I may cancel or move a walk, for everyone’s safety including your dog’s. That costs you nothing, ever, and I will offer you the next slot I have.
6. Emergencies
Sudden illness or an accident is not a late cancellation. Tell me what happened and the 10 euro is waived. These are judged one at a time, by me, not by a rule.
7. Busy periods
Christmas, New Year, Easter, the Dutch school holidays and the weeks around them are the dates people ask for first and the dates I have to turn most people away for. For those periods a deposit of 50% is payable when I confirm the booking, and the free cancellation window is 28 days instead of 14.
The deposit is not refunded if you cancel inside that window. It counts towards the final invoice if the booking goes ahead.
8. Moving a booking instead of cancelling it
Moving a booking to other dates is free once, if you ask more than 14 days ahead and I have room on the new dates. After that, a change is treated as a cancellation and a new booking.
9. If I have to cancel
If I cancel a booking for any reason, you get back everything you have paid for the part that did not happen, including any deposit. I will also do what I can to find you another carer.
A refund is the whole of what I owe you in that situation. It does not extend to the cost of alternative care, to travel costs, or to any other loss. The reasoning is in section 10 of my terms and conditions.
10. If a stay has to end early
Sometimes a stay has to stop: a pet is a danger to the other animals or to me, a pet is too distressed to stay, or the information I was given turns out to have been wrong. Section 4 of the terms sets out what happens then.
In that situation the booked nights are still charged, because the dates were held for your pet and cannot be filled at a day’s notice. Costs of a kennel, a veterinary practice or anywhere else your pet has to go are yours.
11. Refunds
A refund goes back to the account you paid from, within 7 days of the cancellation being confirmed.