Dispute Resolution Policy

Last Updated: 04/12/2025

PawTrack is committed to fairness, transparency, and safe interactions between Pet Parents and Pet Professionals. While most appointments run smoothly, disagreements can occasionally arise. This policy explains how PawTrack handles disputes in a clear and predictable way.

1. Our Role in Disputes

PawTrack is a booking and communication platform. We do not employ Pet Professionals and do not supervise appointments. For that reason:

  • We do not determine who is right or wrong in a disagreement.
  • We do not provide legal advice or mediation.
  • We do not enforce outcomes beyond our platform rules.

Our responsibility is to apply platform policies consistently, not to intervene in personal disputes.

2. When You Can Request a Review

You may contact PawTrack Support if you believe:

  • A cancellation or no-show was recorded in error
  • A reliability event does not match what happened
  • A refund was applied incorrectly
  • A Professional did not attend an appointment
  • A Parent did not provide access or make the pet available

Disputes should be raised as soon as possible - ideally within 24 hours of the appointment.

3. What PawTrack Reviews

When a dispute is submitted, PawTrack reviews information available on the platform. This may include:

  • Appointment Timeline entries
  • Booking history
  • Cancellations and timestamps
  • No-show reports
  • Messages exchanged through the platform
  • Payment and refund data

We cannot review information exchanged outside of PawTrack (such as external messages or verbal agreements).

4. What PawTrack Can and Cannot Change

We can make adjustments when:
  • A policy was applied incorrectly
  • A technical error affected an appointment
  • A refund was miscalculated or misapplied
  • A reliability event was generated incorrectly
We cannot intervene when:
  • Parties disagree on the quality of care
  • Behaviour occurred outside the platform’s scope
  • The dispute relates to personal expectations rather than platform rules
  • A no-show or cancellation follows the platform’s timing rules
  • A difference of opinion cannot be validated through platform data

PawTrack is not a mediator or arbitrator; we apply platform rules and policies consistently.

5. Payment Disputes & Chargebacks

Payment disputes (chargebacks) must be handled through Stripe and the user’s bank. If a Pet Parent disputes a charge:

  • Stripe may temporarily withhold funds until the dispute is resolved.
  • Professionals may be asked to provide evidence via platform data.
  • Stripe makes the final decision - not PawTrack.

PawTrack cannot reverse decisions made by banks or Stripe.

6. How to Submit a Dispute

Disputes can be submitted via email to our support team. Please include:

  • The appointment ID
  • A brief summary of the concern
  • Any relevant evidence available through the platform

Submitting unnecessary or abusive disputes may affect account standing.

7. Final Decisions

PawTrack’s decisions are based on platform policies and available data. Decisions made under this policy are final unless new information becomes available.

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