Cancellation and no-show policy

Free cancellation

Pet Walking and Drop-In Visits: cancel for free until 12 hours before the start time.

House Sitting (overnight): cancel for free until 48 hours before the start time.

A request MIMO hasn’t confirmed yet can always be cancelled for free.

All deadlines are shown in Mexico City time.

Your one-time courtesy waiver

Every account gets one complimentary late cancellation, for any service. The first time you cancel after the free-cancellation deadline, you get a full refund and the waiver is used.

After that, a late cancellation keeps 50% of the confirmed booking total and refunds the other 50%.

Once care has started, contact MIMO to cancel.

When MIMO or your sitter cancels

If MIMO or your sitter cancels, you get a full refund and your waiver is not used.

No-shows

Your sitter waits at least 15 minutes after the scheduled start and tries to contact you. They record when they arrived, why they couldn’t get in and every contact attempt.

Only a MIMO administrator can confirm a no-show, after reviewing that evidence.

For a confirmed no-show caused by the customer, 100% of the charge for that one walk, visit or night is kept (subject to legal requirements and approved exceptions). The sitter receives their normal 80% share and MIMO keeps its 20% commission.

A no-show never uses your courtesy waiver.

For multi-night House Sitting, MIMO never charges all nights automatically: an administrator reviews the case under a separately approved rule.

You are never charged when the sitter caused the problem or was late, for platform errors, or when the access instructions were wrong through no fault of yours.

Payments during the private beta

MIMO doesn’t charge, refund or pay sitters automatically yet. Any refund or amount kept under this policy is settled by hand by MIMO, who will contact you.