Cancellation & Refund Policy

You can cancel a booking from your dashboard at any time before the service begins. The refund amount depends on how far in advance you cancel, as shown above. Refunds are processed back to your original payment method within 5–7 business days.

If a provider cancels your booking, you will always receive a full 100% refund, regardless of timing. We take provider cancellations seriously — repeated cancellations may result in the provider's account being suspended.

If you do not drop off your pet at the agreed time and do not cancel the booking, it will be treated as a cancellation under 24 hours (no refund). If a provider is unavailable or closed when you arrive for a confirmed booking, you will receive a full refund.

If you pick up your pet earlier than the booked end date, refunds for the unused portion are at the provider's discretion. We encourage pet parents and providers to communicate directly in these situations.

PawAddress may override the standard cancellation policy in cases of: documented medical emergency (pet or owner), natural disasters or extreme weather events, government-mandated lockdowns or restrictions, or serious misconduct by the provider.

To request an exception, contact our support team with relevant documentation.

PawAddress's platform fee is included in the refund calculation. When you receive a full refund, the entire amount (including platform fee) is refunded. For partial refunds, the refund is calculated on the total amount paid.

If you have questions about a specific cancellation or refund, please contact us at support@PawAddress.in or visit our Contact page.