Pawtnr Refund & Cancellation Policy

Effective from: Nov 1, 2023

Last updated: July 9, 2025

At Pawtnr, we are committed to creating a seamless, secure, and transparent pet care experience for all our users. As a trusted platform that connects pet owners with verified service providers, this policy outlines the refund and cancellation terms in a fair and user-friendly manner.

✅ General Principles

Pawtnr collects the payment at the time of booking.

The service provider receives their payout only after successful completion of the service.

If the booking is cancelled, only the payment gateway transaction fee (2–3%) is deducted.

Customers have the option to reschedule or cancel bookings in a structured and fair manner.

🔁 Customer-Initiated Cancellation

Time Before Scheduled Service Refund Eligibility Notes

More than 24 hours ✅ 100% refund (minus gateway charges) Option to reschedule also available

Less than 24 hours ✅ 100% refund (minus gateway charges) Rescheduling encouraged before cancellation

💡 Rescheduling is encouraged to avoid unnecessary cancellation charges and help service providers manage their schedules.

❌ No-Show by Customer

If the customer does not show up or fails to respond within 30 minutes of the scheduled time:

❌ No refund will be processed.

The booking will be marked as a No-Show.

🧑‍💼 Provider-Initiated Cancellation

If a confirmed booking is cancelled by the service provider:

✅ 100% refund (including transaction charges).

Pawtnr support will assist with rebooking or rescheduling.

🔁 Provider-Initiated Modification of Booking

If a service provider requests to modify a scheduled service (due to timing, availability, or unforeseen events):

The customer will be offered:

✅ Rescheduling to a later time/date, or

✅ Rebooking with a different provider at a convenient time

In either case, only payment gateway charges will be deducted.

We ensure this change respects the customer’s preference and convenience.

⚠️ Quality or Safety Issues

If a customer raises a service quality or pet safety concern:

Pawtnr will conduct a thorough investigation.

If valid, the customer may receive:

✅ Full or partial refund, based on severity

⚠️ The service provider may have payouts withheld and further reviews conducted

📅 Rescheduling Policy

Customers may reschedule bookings up to 12 hours in advance.

Within 12 hours, rescheduling is subject to provider acceptance and availability.

Rescheduling is free of cost, with no penalty involved.

❗️ Habitual Cancellations Policy

To maintain a fair and responsible platform for both parties:

If a customer or service provider cancels more than two bookings in a month, the following will apply:

❌ A 10% penalty will be deducted from the booking amount on every subsequent cancellation that month.

This is to discourage repeated last-minute disruptions and protect user experience.

💳 Refund Method & Timeline

All refunds are processed to the original mode of payment.

Processing  and Crediting time: 5 to 7 business days.

Users can contact support if delays exceed this timeframe.

📝 Other Key Clauses

Promotional Offers: Refund terms will follow conditions specific to the offer.

Change of Provider (by Pawtnr): Customers will face no extra charges, and bookings will be managed smoothly.

Force Majeure: Natural disasters, lockdowns, or unforeseen events will be handled fairly, case-by-case.

Dispute Resolution: All refund disputes will follow an internal escalation process ensuring transparency.