Last updated: 21 October 2026

Cancellation & Refund Policy

This policy applies to all bookings made through PawAddress (www.pawaddress.com). By booking a service, you agree to these terms.

1. Cancellation by Pet Parent

The table above applies to boarding and other provider-listed services. ⚠ The convenience fee (₹49 + GST) is non-refundable when you cancel. Stay extensions are charged as a separate booking with their own convenience fee; the same rule applies: non-refundable if you recall or cancel the extension, refunded in full if the Provider declines it or cannot deliver it.

At-home grooming, walking and pet sitting

⚠ The convenience fee (₹49 + GST) is non-refundable when you cancel an at-home booking.

• You can reschedule an at-home booking for free up to 2 times, until 4 hours before the start (24 hours for half-day, full-day, overnight and multi-day sitting).
• If you cancel an at-home visit 4 hours or less before the start and your partner has not yet set off, we keep 25% of the service price. Once they have tapped "On the way" or arrived, we keep 50% — at least ₹250, never more than the service price.
• If you are not home when your partner arrives and they have waited 15 minutes, the same amount (at least ₹250) is kept and the rest of the service price is refunded. The same applies if the partner cannot safely start because a pet is aggressive or the place is unsafe; you can ask us to review it.
• If no partner has accepted your paid booking yet, cancelling it refunds everything, including the convenience fee.
• If your partner cancels or does not arrive, you get a 100% refund of everything you paid, including the convenience fee.
• If your partner has not arrived 15 minutes after the start time and you cancel, you get a 100% refund including the convenience fee.
• On a late cancellation, the part of the service price we keep goes to your partner, minus our normal commission — it is not kept by PawAddress.

If your pet's size or behaviour was misrepresented at booking and you decline the adjusted price, a ₹249 fee is deducted from the refund.

2. Cancellation by Provider

If a provider cancels your confirmed booking, you will receive a 100% refund of the total amount paid including the convenience fee. We will also make reasonable efforts to help you find an alternative provider.

For at-home bookings we first try to give your booking to another vetted partner at the same time; if nobody is free you get the full refund. If your partner has not arrived 30 minutes after the start we ask you whether they are there — if they are not (or you don't reply within 45 minutes of the start), the booking is cancelled and refunded in full. Providers who cancel confirmed bookings or do not arrive get strikes, a pause on new jobs and a lower place in search, and may be suspended.

3. How Refunds Are Processed

Approved refunds are processed within 5–7 business days back to the original payment method (UPI, card, or net banking via Razorpay). Processing time depends on your bank or payment provider and may take up to 10 business days in some cases.

4. No-Shows

Boarding and daycare: if you fail to drop off your pet without cancelling the booking, it will be treated as a cancellation made less than 24 hours before the start time. No refund will be issued. At-home visits: see the visiting-fee rule in section 1.

5. Service Disputes

If you are dissatisfied with a service — for example, the service was not delivered as described — please contact us within 48 hours of the booking being marked complete (the payout to the provider is held for those 48 hours) at support@pawaddress.com with the subject line DISPUTE: [Booking ID], or use Report a problem on the booking page. We will review the case and may issue a full or partial refund at our discretion.

6. Force Majeure

In cases of natural disaster, declared public health emergency, or other events beyond reasonable control, PawAddress may offer booking credits or full refunds at its discretion regardless of the above timelines.

7. Contact

Questions about a cancellation or refund? Email support@pawaddress.com with your booking ID, or use our Contact page. We aim to respond within 48 hours.