No-Show Policy

Last Updated: 18/12/2025

PawTrack is designed to promote reliability, professionalism, and fairness for both Pet Parents and Pet Professionals. A No-Show occurs when one party fails to attend or make a pet available for a confirmed appointment without submitting a cancellation in advance.

1. What Counts as a No-Show?

A No-Show is recorded when either party does not arrive, cannot be reasonably contacted at the scheduled time, or the pet is not available at the scheduled appointment time, and no cancellation has been submitted.

  • Parent No-Show: The Pet Parent does not attend or make the pet available.
  • Professional No-Show: The Pet Professional does not arrive or fails to attend.

“No-Shows may be reported by either party and are considered in the context of overall booking history.

2. How No-Shows Affect Reliability

No-Shows have a significant impact on reliability because they disrupt scheduling and care planning. Reliability events are displayed on profiles and influence booking decisions.

  • Parent No-Show: Major negative reliability impact.
  • Professional No-Show: Major negative reliability impact.

Reliability improves through completed appointments over time. Occasional cancellations or errors will not prevent users from maintaining a good score overall.

3. Refunds & Payouts for No-Shows

3.1 Parent No-Show
  • The Pet Parent is not eligible for a refund.
  • The Pet Professional retains the full appointment amount.
3.2 Professional No-Show
  • The Pet Parent receives a full refund.
  • Payouts to the Professional for this appointment are blocked.

Refunds follow the same secure Stripe process used for cancellations.
A 24 hour processing delay applies to allow review in cases of potential misuse.

4. How No-Shows Are Marked

Either party may report a No-Show if the other does not attend.

  • The reporting user marks the appointment as a No-Show within the app.
  • The appointment status changes to No-Show.
  • A reliability event is recorded for the absent party.
  • A timestamped Appointment Timeline entry is created for transparency.

If both parties dispute a No-Show, PawTrack may review the history but does not arbitrate factual disagreements unless safety, fraud, or platform integrity is at risk.

5. Avoiding No-Shows

PawTrack encourages reliable, predictable behaviour to maintain trust:

  • Set reminders for upcoming appointments.
  • Ensure communication lines are open and up-to-date.
  • Provide accurate addresses and access instructions.
  • Cancel early when plans change to avoid reliability impact.

6. Disputing a No-Show

If you believe a No-Show was assigned in error, you may request a review by contacting support. Reversals are not guaranteed and require clear supporting evidence.

PawTrack may update this policy to maintain fairness, safety, and platform integrity. The latest version will always be available on this page.