Cancellation and Refund Policy — My Tails
Version 2.0 · In force since 22 July 2026 · Supersedes the May 2026 version · History: mytails.eu/legal/historial
1. Cancellations by the owner
1.1 Refund table
Cancellation is governed by two levels: a platform guarantee (more than 48 hours before the start) and, within the last 48 hours, the cancellation policy chosen by each caregiver, visible on their profile and during the booking process.
| Time of cancellation | Caregiver's price | Service fee + VAT |
|---|---|---|
| More than 48 hours before the start — platform guarantee, whatever the caregiver's policy | 100% refund | Full refund, less the minimum intermediation fee of 3 € (section 1.2) |
| Less than 48 hours — Flexible policy | 100% refund, up to the moment of the start | Same |
| Less than 48 hours — Moderate policy (default) | 50% refund; the remaining 50% is paid to the caregiver | Same — the fee is not withheld proportionally |
| Less than 48 hours — Strict policy | No refund; 100% is paid to the caregiver | Same |
| Service already started (Boarding, House Sitting, Day Care series) | Units already enjoyed are paid to the caregiver; the rest is governed by the corresponding row according to how far in advance the nearest un-enjoyed unit is | Refund proportional to the refunded units |
In all cases in this table, My Tails' service fee and the corresponding VAT are refunded in full (less 3 €): My Tails does not profit from cancellations beyond the minimum fee for the intermediation already provided.
1.2 Right of withdrawal (14 days)
In accordance with Article 102 of the TRLGDCU, the owner may withdraw from the care service contracted with the Sitter within 14 calendar days of confirming the booking, with a 100% refund of the caregiver's price, provided that:
- The service has not begun, or
- The owner has not expressly requested the start of the service before the 14-day period
If the service has already begun at the owner's request, the refund will be proportional to the part of the service not provided (Art. 108.3 of the TRLGDCU).
My Tails' intermediation service
The intermediation service provided by My Tails —searching for and putting the owner in contact with the caregiver, managing the booking, blocking availability and processing the payment— constitutes a provision distinct from the care service and is performed in full at the moment the booking is confirmed, regardless of whether the care service is ultimately provided or not.
Before completing the payment, the owner must expressly request the immediate performance of that intermediation service and acknowledge that, once the booking is completed and the service therefore performed in full, they will have lost their right of withdrawal with respect to this specific provision, in accordance with Article 103.a) of the TRLGDCU. This declaration is collected separately and expressly during the booking process and is recorded together with it.
Consequently, the minimum intermediation fee of 3 € will not be refunded. The right of withdrawal with respect to the care service contracted with the Sitter remains intact in all cases, as does the right to a refund of the part of the service fee exceeding that minimum amount.
For the purposes of this policy, the start of the service occurs at the moment the Sitter physically receives the animal (for Boarding and Day Care services) or accesses the owner's home (for House Sitting), or at the time agreed for the start of the walk (for Dog Walking).
1.3 How to cancel
- Go to "My bookings" in the user panel
- Select the booking and click "Cancel booking"
- Confirm the cancellation
- You will receive email confirmation with the amount to be refunded
You can also cancel by writing to: 📧 hello@mytails.eu
1.4 Method and time of refund
The refund will be processed within a maximum of 14 calendar days of the cancellation and through the same payment method used for the booking, at no cost to the owner (Art. 76 of the TRLGDCU).
Alternatively, and only if the owner expressly chooses it, the amount may be credited as balance in their MyTails account, in which case the credit is immediate. This option is never applied by default and does not replace the owner's right to receive the refund via the original payment method.
Only the minimum intermediation fee of 3 € is deducted from the refunded amount, under the terms and for the reasons set out in section 1.2. This amount is shown expressly and itemised before completing the payment (Art. 97.1.e of the TRLGDCU).
2. Cancellations by the sitter (caregiver)
If the sitter cancels an already-confirmed booking:
- The owner receives a 100% refund of the amount paid
- My Tails may apply penalties to the sitter based on their cancellation history
- My Tails will try to find an available alternative caregiver
Penalties for the sitter for cancellation
| Cancellations in the last 12 months | Consequence |
|---|---|
| 1–2 cancellations | Warning |
| 3 cancellations | Temporary suspension of the profile |
| More than 3 cancellations | Account review / possible removal |
Any sanction applied to a Sitter for repeated cancellations will be accompanied by an individualised statement of reasons and information on the available internal means of redress, in accordance with Article 17 of Regulation (EU) 2022/2065 (DSA).
3. Cancellations due to force majeure
My Tails will analyse each force-majeure case individually. Duly evidenced force majeure means an unforeseen and unavoidable situation preventing the provision of the service, evidenced by an official or medical document (medical certificate, public-authority document, official disaster notification, etc.).
In the case of duly evidenced force majeure, the owner will receive a 100% refund of the amount paid, regardless of the caregiver's cancellation policy and the time of cancellation, less only the minimum intermediation fee of 3 € (section 1.2). Each request is verified manually by the support team.
To request cancellation for force majeure: 📧 hello@mytails.eu Required documentation: medical or official supporting document as applicable.
4. Cancellation for the sitter's breach
If the sitter fails to show up or does not provide the agreed service without justified cause:
- The owner receives a 100% refund
- My Tails will investigate the incident
- The sitter may be suspended or removed from the platform
5. Non-refundable services
The following will not be refunded:
- The minimum intermediation fee of 3 €, as it corresponds to an intermediation service already performed in full (section 1.2)
- The part of the caregiver's price withheld under their cancellation policy (section 1.1), which is paid to the caregiver
- Services already satisfactorily completed
On the other hand, the part of My Tails' service fee exceeding 3 € will be refunded, in full and in all cases of cancellation by the owner, regardless of the caregiver's policy (except cancellation after the start of the service, where it is refunded proportionally to the units not enjoyed).
The minimum fee of 3 € does not apply to cancellations made by the caregiver (section 2) or to refunds arising from disputes and complaints (section 6): in both cases the refund is full, with no deduction.
6. Disputes and complaints
If there is disagreement between owner and sitter about how the service went or the right to a refund:
- The user must open the dispute within 48 hours of the end of the service, through the platform or by writing to hello@mytails.eu, providing a description and the available evidence (photographs, messages).
- While the dispute is open, the payment to the caregiver for the booking is withheld.
- My Tails will examine the evidence from both parties (conversations, photo reports, booking history) and communicate a reasoned decision within a maximum of 72 hours of opening. Decisions involving amounts over €100 require double internal review.
- The decision may consist of a full refund, a partial refund or payment to the caregiver. In refunds arising from a dispute, the minimum fee of 3 € is not withheld; the service fee and VAT are refunded in proportion to the refunded amount.
- If the user is not satisfied, they may turn to the Consumer Arbitration Boards (Juntas Arbitrales de Consumo) of their autonomous community, to the municipal consumer information services (OMIC) and, in cross-border disputes, to the European Consumer Centre in Spain (www.cec-msc.es). The European online dispute-resolution (ODR) platform ceased to operate in 2025, following the repeal of Regulation (EU) 524/2013 by Regulation (EU) 2024/3228.
📧 Complaints: hello@mytails.eu
7. Contact
For any query about cancellations and refunds:
📧 hello@mytails.eu
Annex B — Model withdrawal form
(Article 97.1.i and Annex B of the TRLGDCU — complete and send this form only if you wish to withdraw from the contract)
To the attention of My Tails — Natalia Grishchenko, Av. Carlota Alessandri 234, 29620 Torremolinos, Málaga, Spain — hello@mytails.eu
I hereby give notice that I withdraw from my contract for the provision of the following service: ____________
Booking number: ____________ · Date of contracting: ____________
Consumer's name: ____________
Consumer's address: ____________
Consumer's signature (only if this form is submitted on paper): ____________ · Date: ____________
Cancellation and Refund Policy — My Tails. Version 2.0 · In force since 22 July 2026 · Supersedes the May 2026 version · History: mytails.eu/legal/historial.