Service Delivery Policy

Last updated: August 2026

PawPal is a service platform, not a retailer — we don't ship any physical products, so there is no shipping policy in the traditional sense. This page explains instead how the dog-walking service itself is delivered, from booking to completion.

1. How a walk is delivered

• An Owner books a 30 or 60-minute walk for a specific date, time, and address, and pays through the app at the time of booking.
• A verified Walker accepts the booking. Once accepted, the Walker's and Owner's contact details are shared with each other so they can coordinate.
• At the scheduled time, the Walker arrives at the Owner's address, and the walk is started using a one-time PIN shared by the Owner — this confirms the Walker is on-site.
• The Owner can see the walk's status (upcoming, in progress, completed) in real time in the app.
• At the end of the walk, the Owner shares a second one-time PIN with the Walker to confirm the walk has ended and been completed as booked.

2. Timeliness

Walkers are expected to arrive at the scheduled time. If a Walker is running significantly late or does not arrive, the Owner can report this in the app — see our Cancellation & Refund Policy for what happens in a no-show situation.

3. Service area

PawPal walks are delivered directly at the Owner's registered address by a Walker matched from those available and verified in that area. Availability depends on the number of active Walkers near a given location.