Refund Policy

Effective date: 01/02/2025 · Last updated: 01/02/2025

Policy version: 2025-02-01

This Refund Policy explains 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 by the platform during the cancellation process.

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%

Refund percentages are based on the appointment price displayed at the time of booking and exclude the PawTrack Service Fee (2.5% + 20p of appointment price). Cancelled appointments are not eligible for automatic payouts, so remaining amounts are held unless a separate resolution applies.

2. No-Show Refunds

2.1 Parent No-Show
  • No refund is issued.
  • No-show appointments are not eligible for automatic payouts.
2.2 Professional No-Show
  • If a Professional is confirmed as a no-show and the payment is still eligible, the Pet Parent receives a refund of the remaining amount (including the Service Fee (2.5% + 20p of appointment price) when a full refund applies).

3. How Refunds Are Issued

When eligible, refunds are initiated through Stripe and issued to the original payment method.

The PawTrack Service Fee (2.5% + 20p of appointment price) is a platform booking fee shown separately at checkout. It is not a commission from the Professional’s rate and is generally non-refundable, except when a Professional is confirmed as a no-show.

  • Refund entries appear in the Appointment Timeline.
  • Banks may take additional time to return funds after Stripe processes a refund.

4. When Refunds Are Not Possible

Refunds cannot be issued if:

  • The cancellation happened after the cut-off window for refunds.
  • A Parent No-Show was confirmed.
  • A payout for the appointment has already been completed.

5. Partial Refunds

Partial refunds occur automatically when a cancellation falls into the 50% bracket. Partial refunds are calculated based on the appointment price displayed at the time of booking.

  • The refunded portion is issued back to the Pet Parent.
  • Cancelled appointments are not eligible for automatic payouts.

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 where a technical error is suspected. 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 and transparency. The latest version will always be available on this page.