Overview

We understand that plans change and sometimes a booking may not go as expected. Depending on the situation, you may be eligible for a refund, cancellation adjustment, or assistance through the Yourgi Guarantee.

Below are answers to common questions about refunds and what to do if you experience an issue with a Yourgi Pro service.

Frequently Asked Questions

Can I request a refund for a Yourgi booking?

Refund eligibility depends on the circumstances of the booking, including whether the service was cancelled, completed, or there was an issue with the service provided.

Contact Yourgi Support with the details of your booking, and our team will review the situation and determine the appropriate next steps.

What if I'm unhappy with the service I received from a Yourgi Pro?

If something wasn't right with your Yourgi Pro service, your concern may qualify for review under the Yourgi Guarantee.

Eligible situations may include:

• A Yourgi Pro cancelling during the service or within 7 days of the scheduled booking.
• A Yourgi Pro not following the care instructions you provided.
• A Yourgi Pro not providing the standard of care reasonably expected from a professional pet care provider.

Yourgi Guarantee claims must be submitted within 7 days after the service is completed.

What's the difference between a refund and the Yourgi Guarantee?

A refund may apply to a billing, payment, cancellation, or other booking-related situation that requires a payment adjustment.

The Yourgi Guarantee applies to eligible concerns related to the quality of a Yourgi Pro service.

Validated Yourgi Guarantee claims are resolved with a coupon toward a future Yourgi Pro booking, not a cash refund or refund to your original payment method.

How do I submit a Yourgi Guarantee claim?

You can submit a claim by:

• Completing the claim form at yourgi.com/guarantee
• Emailing claims@yourgi.com
• Calling 888-887-3875

The Yourgi Care Team will review your claim and may contact you if additional information is needed.

What if my booking was cancelled?

Refunds and charges associated with a cancellation depend on the circumstances of the cancellation and the applicable cancellation policy.

If you have questions about a charge or refund following a cancellation, contact Yourgi Support so our team can review the booking.

How long does it take to receive a refund?

Once Yourgi processes an approved refund on our end, the timing for the funds to become available is determined by your bank or financial institution.

Yourgi Support can confirm when the refund has been processed, but we cannot control how quickly your financial institution makes the funds available.

What if I was charged incorrectly or don't recognize a charge?

Contact Yourgi Support so our team can investigate the transaction.

If possible, provide the date, amount, and any booking details associated with the charge to help us locate and review it.

Will I receive a refund if my Yourgi Guarantee claim is approved?

No. The Yourgi Guarantee has a separate resolution process from a standard refund.

If your Guarantee claim is validated, you'll receive a coupon code toward a future Yourgi Pro booking. The coupon is valid for 12 months and is subject to the Yourgi Guarantee limits.