Cancellation & Refund Policy
Last updated: August 2026
This policy explains what happens when a booking is cancelled, or when a walk doesn't go ahead as planned, for both Owners and Walkers on PawPal.
1. Owner-initiated cancellations
If an Owner cancels a confirmed booking before the scheduled walk begins, the refund amount depends on how far in advance the cancellation is made, on a sliding scale:
| Time before scheduled walk | Refund |
|---|---|
| More than a set number of hours before | Full refund |
| A shorter window before the walk | Partial refund |
| Very close to, at, or after the scheduled start | No refund |
The exact hour thresholds and refund percentages for each tier are shown to the Owner in the app at the time of cancellation, before they confirm — this keeps the policy accurate even as thresholds are periodically reviewed. Once a walk has started or has been completed, it can no longer be cancelled by the Owner.
2. Walker-initiated cancellations
If a Walker cancels or declines an already-confirmed booking, the Owner receives a 100% refund of the amount paid, regardless of how close to the scheduled time the cancellation happens — this is not the Owner's fault, so they are made whole in full.
3. No-shows
- Walker no-show: if a Walker does not show up and the Owner reports it after the grace period, the Owner receives a full refund automatically.
- Owner no-show: if the Owner (or their dog) is not available for the walk and the Walker reports it after the grace period, the Walker is compensated for their time from the booking amount, and the booking amount is not refunded to the Owner.
No-show reports are reviewed by PawPal, and repeated no-show reports against the same user may affect their standing on the platform.
4. Disputes
If either party disagrees with a no-show report or a refund outcome, they can raise a dispute in the app or by emailing hellopawpalpets@gmail.com. PawPal will review the booking and walk records and issue a final decision.
5. Refund processing time
Approved refunds are initiated to the original payment method through Razorpay as soon as the refund is approved. Depending on your bank or payment method, refunds typically reflect within 5–7 business days, though this timeline is set by Razorpay and your bank, not PawPal.