Refund & Cancellation Policy
Effective June 2026 · Applies to all online bookings on PawAddress.
Pet Parent Cancellations
Your refund depends on how far in advance you cancel relative to the scheduled service start.
| When you cancel | Service fee refund | Convenience fee (₹49 + GST) |
| 48+ hours before service | 100% refund | Non-refundable |
| 24–48 hours before service | 50% refund | Non-refundable |
| Less than 24 hours before service | No refund | Non-refundable |
| No-show (provider has QR/OTP check-in proof) | No refund | Non-refundable |
Refunds are processed to your original payment method within 5–7 business days.
Provider Cancellations
If a provider cancels or rejects your booking, you always receive a full refund including the convenience fee.
| Situation | Your refund | Provider consequence |
| Provider rejects booking (before confirming) | 100% incl. convenience fee | No penalty |
| Provider cancels 24+ hours before service | 100% incl. convenience fee | Soft flag on account |
| Provider cancels 4–24 hours before service | 100% incl. convenience fee | Strike 1 — warning notification |
| Provider cancels less than 4 hours before service | 100% incl. convenience fee | Strike 2 — listing hidden 48h |
| Provider cancels after service starts | 100% + ₹500 booking credit | Strike 3 — immediate suspension |
About the ₹500 booking credit
The ₹500 credit is a booking credit — not cash. You must use it on a future PawAddress booking within 90 days. It is recovered from the provider's next payout; PawAddress does not fund this from platform revenue. Platform cash exposure is ₹0 in virtually all cases.
Convenience Fee
A convenience fee of ₹49 + ₹8.82 GST (18%) is charged per booking. It covers payment processing, platform infrastructure, 24×7 customer support, and dispute resolution. It is non-refundable when you cancel, but is always refunded on provider cancellations and rejections (Razorpay refunds the processing cost within 48 hours).
Check-in Proof & No-Show Policy
Location data (GPS coordinates) is silently collected on each booking status change — check-in, check-out, and completion — solely as supporting evidence in dispute resolution. It is never used for marketing, never shared with third parties, and never shown to pet parents or providers. You can request deletion of your GPS log as part of your account data (see Download My Data above).
PawAddress uses a QR-code based handoff system to verify that your pet was received by the provider. When you book, you receive a unique QR code on your booking page which the provider scans at drop-off.
- If the provider scans your QR (or verifies an OTP), the booking moves to "In Progress" — this is the primary proof of service delivery.
- If you cancel after check-in is confirmed, no refund is issued.
- If the provider cannot provide proof of check-in, a no-show claim in your favour will be considered valid.
Raising a Dispute
Disputes can be raised from your booking detail page within 7 days of the service completion. Include as much detail as possible. Our team reviews all disputes within 48 hours.
P0 Incidents
Pet injury, illness, or missing pet are treated as P0 incidents and escalated immediately to a senior team member — never auto-resolved. Email us immediately at support@pawaddress.com with photos and vet records.
Need Help?
Reach us at support@pawaddress.com with your booking reference number. We respond within 24 hours (usually faster).