Last updated: July 11, 2026
mraav is operated by Nine Labs LLC; references to "mraav," "we," or "us" in this policy mean Nine Labs LLC. Payments on mraav are processed securely by Stripe. When you book a sitter, your card is charged at the time you submit the booking, and the funds are held by mraav until the visits are complete.
mraav charges a 25% service fee that covers payment processing, support, and keeping the platform running. It is included in the price you see when you book, so the total is the total, with nothing added later at checkout. The sitter's listed rate is what they take home; the price you pay is that rate with the service fee built in.
Each sitter chooses one of four cancellation policies, shown on their profile and at checkout. If you cancel a booking, your refund depends on the sitter's policy and how far in advance you cancel. The non-refunded portion goes to your sitter for holding the dates.
Ultra-flexible
Flexible
Moderate
Strict
Stripe's payment processing fee (a small fixed amount per transaction) is not refundable.
If a sitter declines your request or cancels a confirmed booking, you receive a 100% refund regardless of the cancellation policy. The policy only applies to cancellations you initiate.
Every booking made and paid through mraav is backed by the Mraav Pledge: if your cat is injured or your home is accidentally damaged because of a sitter's verified negligence, mraav will reimburse eligible costs up to $5,000 per booking.
The Pledge is secondary coverage. It applies only to eligible amounts not covered by other available insurance, including the sitter's own insurance, your pet insurance, and any homeowner's or renter's policy. You file with those first, and the Pledge covers the eligible remainder. A $500 deductible applies per incident and is the sitter's responsibility.
To be eligible: the booking must be made and paid through mraav, the meet & greet must be completed, your cat's profile and vet contact must be complete, and the incident must be reported within 48 hours of the last visit.
Not covered: pre-existing conditions, sudden or natural illness, the cat's own behavior, theft, injuries to sitters, and any reservation involving an outdoor or indoor-outdoor cat.
The Mraav Pledge is a voluntary, discretionary program that mraav funds itself. It is not an insurance policy and not an admission of liability, and it does not modify or expand the limits in our Terms of Service. Sitters are independent service providers responsible for their own insurance; mraav does not insure sitters or cover injuries to them.
After your visits are done, you can leave your sitter a tip from your bookings page. Tips are optional, go 100% to your sitter, and mraav takes no service fee on them.
Sitters receive their full listed price (plus any tips) through Stripe, paid out to the bank account they connect during setup. mraav's 25% service fee is included in the price the owner pays and is never deducted from the sitter's earnings. Payouts are released about 24 hours after the last visit day and then transferred by Stripe on a rolling schedule. Sitters who connect an eligible debit card can also cash out an available balance instantly for a fee, shown before they confirm; standard bank payouts are free. Sitters can view their balance and payout history in their MRAAV dashboard.
Sitters are independent service providers, not employees of mraav, and are responsible for their own taxes on the income they earn. Stripe handles tax reporting for payouts: if you meet the IRS reporting thresholds in a calendar year, Stripe will issue you a 1099 tax form directly (by mail or electronically). Keep your contact and tax details up to date in your payout settings so the form reaches you. mraav can't give tax advice; please consult a tax professional with questions about your situation.
If something goes wrong with a booking or payment, contact us first at hello@mraav.com and we'll do our best to help resolve it. Card chargebacks and payment disputes are ultimately handled through Stripe and your card issuer.
Questions about payments or refunds? Email us at hello@mraav.com.