At PETWAYDELIVERY, customer satisfaction and pet safety are top priorities. This Refund and Cancellation Policy outlines the terms under which cancellations, rescheduling, and refunds are processed. By booking our services, clients agree to the following conditions.

Cancellation by the Client

  • Cancellations must be made in writing via email or through our official communication channels.
  • Cancellations made 48 hours or more before the scheduled service date are eligible for a partial refund, minus any administrative or processing fees.
  • Cancellations made within 48 hours of the scheduled service are non-refundable, as resources and logistics are already allocated.
  • No-shows or failure to provide the pet at the agreed pick-up time will result in a full forfeiture of the service fee.

Rescheduling Policy

  • Clients may request to reschedule a booking at least 24 hours before the scheduled service time, subject to availability.
  • Rescheduling requests made less than 24 hours before the service may incur additional fees.
  • PETWAYDELIVERY reserves the right to deny rescheduling if operational constraints prevent accommodation.

Cancellation by PETWAYDELIVERY

  • PETWAYDELIVERY may cancel or postpone a service due to unforeseen circumstances such as severe weather, vehicle issues, or emergencies affecting safety.
  • In such cases, clients will be notified promptly, and the service will be rescheduled at no additional cost or fully refunded if rescheduling is not possible.
  • PETWAYDELIVERY is not liable for any indirect losses or expenses resulting from such cancellations.

Refund Process

  • Approved refunds will be processed within 7–10 business days from the date of cancellation confirmation.
  • Refunds will be issued using the same payment method used for the original transaction.
  • Administrative or transaction fees may be deducted from the total refund amount.

Non-Refundable Circumstances

Refunds will not be issued under the following conditions:

  • The client provides incorrect or incomplete booking information.
  • The pet is unfit for travel due to illness, aggression, or lack of required documentation.
  • The client fails to comply with pick-up or drop-off arrangements.
  • Delays caused by traffic, weather, or other factors beyond PETWAYDELIVERY’s control.

Exceptional Cases

In cases of medical emergencies or unforeseen events affecting the client or pet, PETWAYDELIVERY may, at its discretion, offer a partial refund or credit toward future services. Supporting documentation may be required.