Payment & Payout Terms

Last Updated: 04/12/2025

These Payment & Payout Terms explain how PawTrack processes payments, issues refunds, and completes payouts to Pet Professionals. All transactions on PawTrack are handled securely through Stripe.

1. How Payments Work

PawTrack uses Stripe to process all card payments on the platform. When a Pet Parent makes a booking, Stripe securely handles the transaction and returns a confirmation to PawTrack.

  • We do not store credit card numbers or sensitive payment data.
  • Only Stripe PaymentIntent and Checkout Session IDs are stored to confirm payments.
  • A booking is considered paid once Stripe confirms payment.
  • Payment receipts are provided through Stripe.

All payments must be made through PawTrack’s Stripe integration. Off-platform payments are prohibited.

2. Pricing & Fees

Pet Professionals set their own service prices. Stripe may charge standard processing fees, which are reflected in payout calculations.

  • PawTrack does not charge per-booking or service fees. We operate on a fairness-first subscription model.
  • Payments are processed securely through Stripe. Stripe applies standard payment-processing fees to each booking. These fees are added to the Pet Parent's total at checkout.
  • When a payout is sent to the Pet Professional, Stripe may apply a small payout-processing fee according to their standard rates.
  • The price displayed for the appointment is the price paid to the Professional (excluding Stripe fees). PawTrack does not take a commission and does not add hidden platform costs.
  • When a booking is refunded, Stripe does not return the original payment-processing fees. The Pet Parent receives a refund for the appointment amount only, minus any Stripe fees applied at checkout. No platform fees are kept by PawTrack.

3. Refunds

Refunds follow the platform-wide cancellation and no-show rules. Refunds are automatically issued through Stripe back to the original payment method.

  • More than 24 hours: 100% refund
  • 6–24 hours: 50% refund
  • Less than 6 hours: 0% refund
  • Professional No-Show: Pet Parent receives 100% refund
  • Parent No-Show: No refund issued

Stripe or your bank may require 5–10 business days to return funds.

Full details are available in our Refund Policy and Cancellation Policy.

4. How Payouts Work

Payouts to Pet Professionals are completed through Stripe Connect. Stripe must verify your identity and account before payouts can be enabled.

4.1 Payout Requirements
  • A verified Stripe Connect account
  • Completed identity verification
  • Valid bank account or payout destination
  • Up-to-date insurance and business information (where required)
4.2 When Payouts Are Sent

Payouts are issued after an appointment is marked Completed anda 24 hour window has passed. This ensures:

  • Refund windows have closed
  • No disputes or errors are pending
  • The appointment was genuinely completed
4.3 When Payouts Cannot Be Sent
  • The Professional has not completed Stripe verification
  • Stripe has placed the account on hold
  • A refund was issued for the appointment
  • A Professional No-Show was recorded
  • The appointment was cancelled before completion

PawTrack never transfers funds outside of Stripe Connect.

5. Disputes & Chargebacks

If a Pet Parent disputes a charge with their bank (a chargeback), Stripe may temporarily withhold the payout amount until the dispute is resolved.

  • PawTrack will notify the Professional by email if a dispute occurs.
  • Professionals may be asked to provide evidence (timeline entries, messages, etc.).
  • Funds are released only once Stripe resolves the dispute.

For general disputes unrelated to payments, see our Dispute Resolution Policy.

6. Off-Platform Payments

To maintain fairness, safety, and refund protections, the following rules apply:

  • All payments for PawTrack bookings must be made through the platform.
  • Pet Professionals must not accept direct payments for PawTrack appointments.
  • Pet Parents must not offer off-platform payments.

Off-platform payments may result in account suspension for both parties.

7. Taxes & Professional Responsibilities

Pet Professionals are independent contractors. You are responsible for:

  • Your own income reporting and tax obligations
  • Maintaining proper insurance coverage
  • Compliance with local business regulations

PawTrack does not collect or remit taxes on your behalf.

8. Contact

If you have questions about payments or payouts, contact:

PawTrack may update these Payment & Payout Terms to maintain clarity, fairness, and compliance. The most recent version will always be available on this page.