Refund Policy

Last Updated: 04/12/2025

This Refund Policy summarises how refunds are calculated and issued on PawTrack. It applies to all bookings made through our platform and works alongside the Cancellation Policy and No-Show Policy.

1. Refund Eligibility

Refunds depend on how early a cancellation is made before the scheduled appointment. These time windows are enforced automatically and shown clearly during the cancellation process.

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%

Refund percentages are based on the appointment price displayed at the time of booking.

2. No-Show Refunds

2.1 Parent No-Show
  • No refund is issued.
  • The Pet Professional keeps 100% of the appointment amount.
2.2 Professional No-Show
  • The Pet Parent receives a full refund.
  • Any payout to the Professional is blocked.

3. How Refunds Are Issued

Refunds are processed automatically through Stripe and issued to the original payment method.

Stripe’s standard processing fees are not refundable. Refunds cover the appointment amount only, as shown during checkout.

  • Refunds appear in Stripe after a 24 hour delay (in case of disputes), but banks may take 5–10 business days to return funds.
  • Refund details appear in the Appointment Timeline for full transparency.
  • Refunds cannot be redirected to another card or account.

Stripe processing fees may apply and are reflected in payout calculations to the Professional.

4. When Refunds Are Not Possible

Refunds cannot be issued if:

  • The cancellation happened after the cut-off window for refunds.
  • The Pet Parent failed to attend (Parent No-Show).
  • A payout has already been completed to the Pet Professional.

5. Partial Refunds

Partial refunds occur automatically when a cancellation falls into the 50% bracket. Partial refunds are calculated based on the total service price before any payout.

  • The refunded portion is issued back to the Pet Parent.
  • The remaining amount becomes part of the Professional’s eligible payout.

6. Disputing a Refund

If you believe a refund was issued incorrectly or you need clarification on refund eligibility, please contact our support team.

Refund disputes are reviewed on a case-by-case basis. PawTrack does not override automatic refund logic unless a technical error occurred.

PawTrack may update this Refund Policy from time to time to maintain clarity, fairness, and compliance. The latest version will always be available on this page.