Payments & Refunds

Last updated: June 8, 2026

1. How payments work

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.

At booking: you pay the full amount and we place a hold on the funds.
If the sitter declines: you are refunded in full, automatically.
After the visits: the funds are released to your sitter about 24 hours after the last visit day.

2. Service fee

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.

3. Cancellations and refunds

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

Full refund any time before start.

Flexible

Full refund if cancelled 24h+ before start.
50% refund if cancelled less than 24h before start.

Moderate

Full refund if cancelled 72h+ before start.
50% refund if cancelled 24–72h before start.
No refund if cancelled less than 24h before start.

Strict

Full refund if cancelled 7 days+ before start.
50% refund if cancelled 48h–7 days before start.
No refund if cancelled less than 48h before start.

Stripe's payment processing fee (a small fixed amount per transaction) is not refundable.

4. If your sitter cancels

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.

5. Tips

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.

6. Sitter payouts

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.

7. Sitter taxes (1099)

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.

8. Disputes

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.

9. Questions

Questions about payments or refunds? Email us at hello@mraav.com.