Cancellation & Refund Policy

Last updated: 18/12/2025

PawTrack is designed to support fairness, transparency, and trust for both Pet Parents and Pet Professionals.

1. Cancellations by Pet Parents

Pet Parents may cancel appointments at any time before the scheduled start. Refunds depend on how early the cancellation occurs.

1.1 Refund Eligibility
Time Before Appointment Refund to Pet Parent Amount Kept by Professional
More than 24 hours 100% £0
Between 6 and 24 hours 50% 50%
Less than 6 hours 0% 100%

Refunds are issued automatically through Stripe and returned to the original payment method. Processing times depend on the customer’s bank.

1.2 Reliability Impact
  • More than 24 hours: No reliability impact.
  • 6–24 hours: Recorded as a Medium Cancellation.
  • Less than 6 hours: Recorded as a Late Cancellation.

2. No-Show Policy for Pet Parents

If a Pet Parent does not attend the appointment or make the pet available without cancellation, the appointment will be marked as a No-Show.

  • Recorded as a Parent No-Show.
  • Significant negative impact on reliability scoring.
  • Repeated no-shows may lead to account review under the Platform Moderation Policy.
  • Not eligible for a refund.

3. Cancellations by Pet Professionals

Pet Professionals are expected to manage their availability responsibly and reliably.

3.1 Cancellation Types
  • Rejecting a booking request before acceptance: No reliability impact.
  • Cancelling after acceptance: Recorded as a Professional Cancellation.
  • Failing to attend: Recorded as a Professional No-Show.
3.2 Reliability Impact for Professionals
  • More than 24 hours: No penalty.
  • 6–24 hours: Moderate reliability impact.
  • Less than 6 hours: Significant reliability impact.
  • No-Show: Major reliability impact.

4. Refunds

All payments and refunds are processed securely through Stripe.

  • Refunds follow the timing rules listed above.
  • Funds return to the original payment method.
  • Refunds appear in your Appointment Timeline for transparency.

5. Payouts to Pet Professionals

After an appointment is completed, payouts are issued to the Professional’s Stripe account. To allow time for cancellations or refund adjustments defined in platform policies, a 24 hour processing delay applies.

  • Payouts are securely handled via Stripe Connect.
  • If Stripe cannot process the payout, it will be placed on hold.

6. Reliability Tracking

PawTrack uses a transparent reliability system to help Pet Parents and Pet Professionals build trust with each other. Reliability is not a punishment model - it reflects overall consistency over time, rewarding positive behaviour and recording occasional issues fairly.

  • Completed appointments improve reliability
    Most reliability growth comes from simply showing up and completing bookings.
  • Early cancellations have no impact
    We understand plans change. When you cancel with plenty of notice, reliability is not affected.
  • Late cancellations and no-shows are recorded
    These events reduce reliability because they make scheduling harder for others on the platform.
  • Both parties can see the other’s reliability badge during booking
    This helps set expectations and supports fair decision-making.

Reliability improves naturally with consistent participation. Occasional cancellations will not significantly affect your score - the system is designed to reflect patterns, not single events.

7. Disputes & Support

If you believe a cancellation, no-show, or refund has been recorded incorrectly, please contact us:

This policy may be updated to maintain fairness, transparency, and platform integrity. The most recent version will always be displayed here.