Fello Cancellation Policy

An Owner may cancel a confirmed Booking at any time through the Platform where cancellation functionality is available.

The following cancellation conditions apply unless a different policy was expressly displayed and accepted before the Booking was confirmed.

If the Sitter is reasonably available to perform the confirmed Booking but cannot do so because the Owner:

• fails to provide agreed access;
• fails to attend an agreed handover;
• fails to provide necessary keys or access information;
• is unreachable where their participation is necessary; or
• otherwise prevents performance of the service,

the situation may be treated as an Owner cancellation occurring at the scheduled start time.

The full service price may therefore be payable.

The Sitter must make reasonable efforts to contact the Owner before treating the Booking as cancelled.

A Sitter may cancel where they are genuinely unable to perform the Booking.

The Sitter should notify the Owner as soon as reasonably possible.

If a Sitter cancels before providing the service:

• the Owner owes no service price for the unperformed service; and
• any amount already paid for that service must be returned by the Sitter without undue delay.

Fello may attempt to help the Owner identify another available Sitter but does not guarantee that a replacement will be available.

Repeated or unjustified Sitter cancellations may result in restrictions on the Sitter's Fello account.

An Owner and Sitter are encouraged to act reasonably where cancellation results from a genuine emergency or circumstance outside the affected User's reasonable control.

Examples may include:

• serious illness or injury;
• an urgent veterinary emergency;
• death of the relevant pet;
• an official restriction preventing the service;
• severe conditions making the service objectively unsafe; or
• another comparable exceptional event.

The parties may mutually agree to waive or reduce cancellation compensation.

Fello may facilitate communication or recommend an outcome but is not required to adjudicate private financial claims between Users.

A Sitter may refuse to begin or may stop a Booking if there are reasonable grounds to believe that continuing would present a material risk to:

• the Sitter;
• another person;
• another animal; or
• the pet itself.

This includes situations where material information concerning aggression, illness, behaviour or another safety risk was not disclosed by the Owner.

The payment consequences will depend on the circumstances.

Where cancellation results materially from inaccurate or omitted information supplied by the Owner, the Owner may remain responsible for some or all of the agreed service price and any legally recoverable loss.

Where the Sitter cancels without reasonable safety grounds, the cancellation will normally be treated as a Sitter cancellation.

Fello may cancel or prevent a Booking where reasonably necessary because of:

• suspected fraud;
• account misuse;
• animal-welfare concerns;
• material safety concerns;
• violation of the Terms of Service;
• regulatory requirements;
• a technical error that makes performance impossible; or
• another serious reason affecting the integrity of the Platform.

Fello's intervention does not automatically determine which User is financially responsible under the Care Agreement.

During the MVP, Fello does not collect cancellation compensation on behalf of Sitters.

Any amount due following cancellation is settled directly between the Owner and Sitter using a lawful payment method agreed between them.

Fello does not operate a debt-collection or escrow service.

Where an Owner previously paid the Sitter directly and an amount must be refunded, the Sitter is responsible for making the repayment directly to the Owner.

A refund status shown in Fello is a User-supplied record unless expressly stated otherwise.

Fello does not guarantee a repayment merely because a Booking was cancelled.

The Owner and Sitter may mutually agree to waive or reduce a cancellation amount.

A Sitter may always choose not to claim cancellation compensation.

Where possible, any agreement should be recorded through Fello or otherwise documented in writing.

Nothing in this Cancellation Policy restricts rights that cannot lawfully be excluded or modified.

Where mandatory Swiss law produces a different result, mandatory law prevails.