Cancellation & Refund Policy

• Requested — the Owner sends a booking request; nothing is charged yet.
• Accepted — the Provider accepts; the Owner is asked to pay.
• Paid — payment is captured via Stripe; the booking is confirmed.
• In progress — the service has started (walk tracking may be active).
• Completed — the service was delivered.
• Cancelled / Declined / Expired — the booking did not (fully) happen.

If the Provider declines the request, or it expires before acceptance, nothing has been charged — there is nothing to refund.

If a booking was paid and the Provider subsequently becomes unable to deliver it before it starts, Section 4 applies.

Before payment: you can cancel a request at any time at no cost.

After payment, before the service starts: cancel in-app; the booking is marked cancelled and the payment automatically enters admin refund review (beta rule). Our starting point in review: the earlier the cancellation, the larger the refund. [LEGAL REVIEW + PRODUCT DECISION: publish a concrete cancellation scale before public launch, e.g. full refund ≥ X hours before start; the scale must respect Belgian consumer law — checklist item R-1.]

After the service has started: refunds are not automatic; admin review considers what was already delivered (Section 6).

If the Provider cancels a paid booking before or during the service, the Owner is entitled to a refund for everything not delivered — our review default is a full refund when nothing was delivered, and a proportional refund when the service was partially delivered.

Repeated provider cancellations affect the Provider’s standing and may lead to account measures (see Provider Terms).

If a paid service simply did not happen (no-show, no tracking activity, no walk report and the Owner reports non-delivery), report it in-app within [PLACEHOLDER: reporting window, proposal 72 hours]. Review default: full refund of the service amount.

Where a service started but ended early or was materially deficient, admin review determines a partial refund proportionate to what was delivered, using booking data (chat, GPS trace, walk report, incident reports) as evidence.

Cancellations caused by genuine emergencies (animal health emergency, safety incident) are treated with priority and flexibility on both sides. Safety-related refund cases may be combined with incident review; safety outcomes never depend on who paid.

When a refund is granted, the refund is calculated on the amount the Owner paid for the service. Whether Waggy’s platform commission is also returned to the Provider-side settlement follows the payout rules in the Provider Terms. Stripe processing costs are non-recoverable by Waggy; who bears them per scenario: [LEGAL REVIEW + PRODUCT DECISION: checklist item R-2].

Tips are voluntary and non-refundable once the service completed, except in fraud/incident cases determined in review.

You can cancel Waggy Plus at any time; the subscription stops renewing and remains active until the end of the paid period.

EU consumers have a 14-day withdrawal right for online subscription purchases; refunds within that window follow the statutory rules. [LEGAL REVIEW: exact application/waiver for a service already in use during the withdrawal window — checklist item R-3.]

[LEGAL REVIEW: application of the EU/Belgian consumer withdrawal right (14 days) to pet-care bookings, including the exception for services with a specific date/period (Art. VI.53 CDE analogue) and required pre-contract information — checklist item R-4. This policy must not exclude statutory rights.]

• Every refund case is reviewed by a human administrator (beta rule PAY2) using the booking record.
• Target review time: [PLACEHOLDER: e.g. 5 business days].
• Approved refunds are returned to the original payment method via Stripe; bank processing typically takes 5–10 business days.
• The outcome and reasoning are communicated in-app; you can respond and escalate to a second review once.

If you dispute a charge directly with your bank, Stripe’s dispute process applies and Waggy submits the booking evidence. We encourage contacting Waggy support first — in-app refund review is usually faster. Abusive chargebacks may lead to account measures.

Refund questions: in-app support or [PLACEHOLDER: support email].