Paw Life understands that sometimes a booking needs to be cancelled. Our Cancellation and Refund policy is outlined below and is also detailed in our Terms of Service.

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1. If a Pet Parent cancels a booking after it has been paid for, but before the booking begins:

If you wish to cancel a Booking prior to the service period specified in a Booking, you should make use of the ‘Cancel’ mechanisms on the Paw Life Service. The date of cancellation is the date that a user cancels by making use of the ‘Cancel’ mechanisms on the Paw Life Service regardless of any separate communications between users outside of the Paw Life Service.

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If a Booking is cancelled more than 24 hours prior to service period specified in a Booking, the Pet Parent will receive a full refund of the Pet Service fee. Refunds are processed on weekdays only, excluding public holidays.

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If the cancellation occurs less than 24 hours prior to the service period specified in a Booking, then the Pet Parent will forfeit the full Pet Service fee.

 

2. If a Pet Professional cancels a booking after it has been paid for: 

As a Pet Professional, if you wish to cancel a Booking, you should make use of the ‘Cancel’ mechanisms on the Paw Life Service. The date of cancellation is the date that a user cancels through the Paw Life Service, regardless of any separate communications between users outside of the Paw Life Service.

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If a Pet Professional cancels a paid booking, the Pet Professional is required to immediately inform both the relevant Pet Parent and Paw Life about the cancellation of the Booking in writing. Paw Life will refund the full amount paid by the Pet Parent, and we will aim to assist the Pet Parent in finding a replacement Pet Professional. Paw Life will charge a 10% penalty fee of the cancelled Booking to cover administration and transactional costs. If three (03) paid bookings are cancelled by one Pet Professional over a 24-month period, Paw Life may suspend or remove the Pet Professional's profile. 

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Paw Life aims to ensure that once a booking has been paid for, it is honoured by the Pet Professional. We understand that sometimes a Pet Professional needs to cancel due to an emergency or other unforeseen circumstance. However, once a booking has been paid for, we endeavour to keep cancellations by Pet Professionals to an absolute minimum and as such Pet Professionals may be penalised for a cancellation or have their account suspended or removed from the Paw Life platform.

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If the booking is cancelled by the Pet Professional due to a lack of information or cooperation from the Pet Parent, then the Pet Parent will have to cover administrative costs and transaction fees incurred by the booking and cancellation process.

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3. Once a booking has been completed, can the Pet Parent get a refund?

If a Pet Parent is extremely unhappy with the service that was provided by the Pet Professional they booked, or if an incident occurs during a booking, the Pet Parent is able to submit a claim for a refund. However, to be eligible for a refund, the following criteria need to be met: 

• The Pet Parent and Pet Professional must have met before the Booking started.

• The Booking must have been paid for through the Paw Life website,

• The Pet Parent must have left a poor review for the Pet Professional on Paw Life.

• The claim must be reported via email to support@pawlife.co.za within the 48 hours of the end of the Booking. This period essentially means that the Pet Parent and/or the Pet Professional has 48 hours, from the end of the Booking, to report any incident that may have occurred during the booking to us via email. This is also outlined in our Terms of Service. 

• Once this has been reported to Paw Life, we will review what has happened and discuss with both the Pet Parent and Pet Professional to attempt to reach an agreement and solution. If reported after the 48 hours period, any further payment disputes are between the Pet Parent and Pet Professional as outlined in the Terms of Service.

• If we determine in our reasonable discretion that a Pet Professional has failed to provide Pet Services as agreed with the Pet Parent or is otherwise in breach of the Terms of Service, then we may, in our reasonable discretion, cancel a Booking and/or issue a full or partial refund to a Pet Parent.

 

4. Can a Pet Parent Reschedule a Booking?

Yes. If a Booking requires rescheduling more than 24 hours prior to the service period specified in a Booking, cancel the Booking and re-book for a different date using mechanisms on the Paw Life Service. You will receive a full refund of the Pet Service fee of the original Booking.

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If a Booking requires rescheduling less than 24 hours prior to the service period specified in a Booking, cancel the Booking and re-book with the same Pet Professional for a different date using mechanisms on the Paw Life Service. Upon successfully rescheduling with the same Pet Professional, send a request to support@pawlife.co.za to request a refund of the Pet Service fee of the original Booking.

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If you need assistance with the cancellation of a booking that has been paid for, please email us at support@pawlife.co.za and we will gladly assist.