Cancellation & Refund Policy

Effective Date: 04/12/2025

PawTrack is built on fairness, transparency, and trust for both Pet Parents and Pet Professionals. This policy explains how cancellations, refunds, and reliability scoring work.

1. Cancellations by Pet Parents

Pet Parents may cancel appointments at any time. 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
6–24 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.

A warning message will appear before confirming a late cancellation to ensure you understand its impact on your reliability score.

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.
Repeated no-shows may lead to account review.
Not eligible for a refund.

3. Cancellations by Pet Professionals

Pet Professionals are expected to act reliably when managing their schedule.

3.1 Cancellation Types

Rejecting a request (before acceptance): No penalty.
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 penalty.
Less than 6 hours: Significant penalty.
No-Show: Major reliability penalty.

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 disputes, 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.
Everyone sees the other party’s reliability badge when 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:

Email: support@pawtrack.uk

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