Cancellation & Refund Policy

Version v3-policy-hub-1 · Effective date: 04 July 2026 · Last updated: 04 July 2026

PawTrack is designed to support fairness, transparency, and accountability for Pet Parents and Pet Professionals. This policy explains how cancellations and refunds are handled.

1. Cancellations by Pet Parents

Pet Parents may cancel appointments before the scheduled start. Refunds depend on how early the cancellation occurs.

1.1 Refund Eligibility
Time Before Appointment Refund to Pet Parent Remaining Appointment Amount
More than 24 hours 100% £0
Between 6 and 24 hours 50% 50%
Less than 6 hours 0% 100%

When eligible, refunds are initiated through Stripe and returned to the original payment method. Timing depends on Stripe and your bank.

Refund percentages apply to the appointment price only. The PawTrack Service Fee (2.5% of appointment price + 20p) is generally non-refundable, except where a Professional is confirmed as a no-show. Cancelled appointments are not eligible for automatic payouts, so any remaining amount is held unless a separate resolution applies.

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.

2. No-Show Policy for Pet Parents

If a Pet Parent does not attend or make the pet available without cancelling, the appointment may be marked as a No-Show.

  • Recorded as a parent no-show once confirmed.
  • No refund is issued unless a Professional is confirmed as the no-show.
  • No-show appointments are not eligible for automatic payouts.

Full details are in the No-Show Policy.

3. Cancellations by Pet Professionals

Pet Professionals should keep availability accurate and cancel with as much notice as possible.

3.1 Cancellation Types
  • Declining a booking request before acceptance: recorded as a rejection, not a cancellation.
  • Cancelling after acceptance: recorded as a Professional cancellation.
  • Failing to attend: recorded as a Professional no-show when confirmed.
3.2 Reliability Impact for Professionals
  • More than 24 hours: No reliability impact.
  • 6-24 hours: Medium reliability impact.
  • Less than 6 hours: Late cancellation impact.
  • No-Show (confirmed): Major reliability impact.

4. Refunds

Refunds follow the timing rules above and are calculated by the platform. When eligible, we trigger the refund through Stripe.

  • Refunds are sent back to the original payment method.
  • Refund entries appear in the appointment timeline.

5. Payouts to Pet Professionals

Payouts are issued only for appointments marked Completed and after the configured payout delay. Cancelled and no-show appointments are not eligible for automatic payouts.

See the Payment & Payout Terms for details.

6. Disputes & Support

If you believe a cancellation, no-show, or refund has been recorded incorrectly, contact us:

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