Amaroo Refund and Cancellation Policy

7. Bookings

1. 7.1The Owner chooses a Sitter, a type of Service, and a time slot, then pays. A Booking is confirmed automatically as soon as payment is received, without prior acceptance by the Sitter.
2. 7.2A Booking not paid within 10 minutes is cancelled automatically and its slot is released. A QRIS payment code is valid for 60 minutes.
3. 7.3One Sitter cannot accept two Bookings in overlapping time slots. The system rejects a clashing booking.
4. 7.4A Booking's status moves in one direction only: awaiting payment → confirmed → completed, or cancelled. A cancelled Booking cannot be revived.
5. 7.5A Sitter may decline a Booking that has already been confirmed. A decline is treated as a cancellation by the Sitter (Section 10).
6. 7.6Rescheduling is free of charge as long as the Sitter is available in the new slot.
7. 7.7The Sitter marks the Service as completed in the App. If it is not marked, the Booking is automatically deemed completed 24 hours after the slot ends.

8. Prices and payment

1. 8.1The total paid by the Owner is the Service Price plus the Booking Fee of Rp 3.000. "From" prices shown in the App are indicative only; the binding price is the price on the payment screen.
2. 8.2Payment is made within the App by QRIS, processed by the Payment Partner. The maximum value of a single Booking is Rp 10.000.000; a Booking above that value cannot be created. This limit follows the rules in force from time to time at the Payment Partner and/or Bank Indonesia, and may change without requiring a change to these Terms.
3. 8.3Amaroo may appoint a Payment Partner to process payments, receive funds, hold funds temporarily, make refunds, and/or forward funds to the party entitled to them in accordance with the Platform's mechanism.
4. 8.4In carrying out payments, Amaroo acts as the Platform operator and a payment facilitator between the Owner and the Sitter and is not a party to the service relationship between the Owner and the Sitter.
5. 8.5Funds received in connection with a Booking may be held until the Booking is completed, cancelled, or until another condition set out in these Terms and Conditions is met.
6. 8.6The Platform Fee of 15% (fifteen percent) of the Service Price belongs to Amaroo. The Sitter Share of 85% (eighty-five percent) of the Service Price is the amount credited to the Sitter's Balance after deducting any obligations that are the Sitter's responsibility under these Terms and Conditions. The Booking Fee belongs to Amaroo.
7. 8.7Amaroo may carry out rounding, administrative corrections, adjustments for system errors, reversals, refunds, chargebacks, fraud handling, or legal obligations relating to payments.
8. 8.8All payments for Services obtained through the Platform must be made through the App. Payment or transactions outside the App to avoid the Platform Fee are a material breach of these Terms and Conditions.
9. 8.9Amaroo may limit the value, method, frequency, or number of transactions based on internal policy, the Payment Partner's rules, Platform security, fraud prevention, and/or applicable regulations.

9. Cancellation by the Owner

1. 9.1The Owner may cancel a Booking through the App. The refund percentage is calculated on the total paid and depends on the type of Service and how far ahead of the scheduled start the cancellation is made.

For Boarding, House Sitting, Drop-in Visit, and Doggy Day Care:

For Dog Walking:

1. 9.2An Instant Booking cannot be cancelled by the Owner. The Sitter receives the full Sitter Share as if the Service had been completed. Emergencies on an Instant Booking are handled through Amaroo support, not by self-service cancellation.
2. 9.3Of the Service Price not refunded, the Sitter receives 85% and Amaroo 15%. The Booking Fee belongs to Amaroo as provided in Section 8.6 and does not form part of this split.
3. 9.4The tables above are shown in the App before the Owner confirms a Booking.

10. Cancellation by the Sitter, penalties, and suspension

1. 10.1If a Sitter cancels or declines a Booking at any time, the Owner receives a 100% refund of the total paid.
2. 10.2If a Sitter cancels a Boarding or House Sitting Booking less than 24 hours before the scheduled start, the Sitter is charged a penalty of 10% of the Service Price, paid to the Owner as compensation, unless the Owner chooses to waive it.
3. 10.3Amaroo advances the penalty to the Owner up to the amount of the Sitter's Balance at that time. The remainder is paid to the Owner as the Sitter earns subsequent Sitter Shares. The penalty is deducted from the Sitter's Balance and, if the Balance is insufficient, from future Sitter Shares.
4. 10.4A last-minute cancellation, meaning less than 24 hours for Boarding and House Sitting, or 1 hour or less for other Services, is recorded as a strike. Three strikes within 6 months result in suspension of the Sitter's account: the Sitter does not appear in search and cannot be booked until Amaroo restores the account.
5. 10.5Repeated declines may affect the Sitter's Level and ranking in search.

11. Refunds

1. 11.1QRIS payments cannot be reversed. Refunds are made by transfer to the bank account or e-wallet the Owner registers in the App.
2. 11.2If the Owner has not registered an account at the time of cancellation, the refund entitlement is recorded as claimable funds at the value frozen at the time of cancellation. The Owner may claim it at any time through the App after registering an account.
3. 11.3Where a refund is made by bank transfer and/or another payment method that incurs administrative fees, transfer fees, or other processing costs, those costs may be charged to the Owner and/or deducted from the amount refunded, having regard to the rules and policies of the applicable payment method. Amaroo is not responsible for fees charged by banks, payment service providers, and/or other third parties in connection with the refund process.
4. 11.4At present Amaroo does not deduct transfer fees from the refund amount. Any change to this is notified in accordance with Section 2.

18. Disputes between Users

1. 18.1Disputes about the performance of a Service, cancellation, penalties, or refunds are first resolved between the Owner and the Sitter through chat in the App.
2. 18.2If unresolved, either party may report it to Amaroo through the App or the support email. Amaroo will review the evidence available on the Platform (chat, service reports, location data, Booking history) and may decide on a refund, penalty, suspension, or other action in accordance with these Terms.
3. 18.3Amaroo's decision in a dispute is final and binding within the Platform, based on the information and evidence available. That decision does not reduce a User's right to pursue legal remedies under the applicable laws and regulations.