1. When this policy applies

This policy applies to care arranged and confirmed through Pawshare. A conversation or draft request is not a confirmed booking until the sitter accepts it and any required Paw Token reservation or payment succeeds.

The booking screen shows the cancellation outcome that applies before a member confirms the action. Members should read that summary carefully because timing, booking status and the reason for cancellation can affect what happens next.

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2. Cancelling before care starts

• An owner or sitter can cancel from the relevant booking area before care begins.
• Pawshare releases or returns reserved booking credit according to the current booking policy shown in the cancellation flow.
• If a sitter cancels, the owner can return to care search or their trusted network to find another arrangement.
• Members should message one another promptly when plans change, especially close to the planned start time.

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3. Ending care early

If care has already started, the priority is the dog's immediate safety and a clear handover. The owner and sitter should use Pawshare messages and the Care Card to record what happened and agree the next safe step.

Any credit adjustment or refund after care starts may require a support review of the booking record, messages and relevant evidence.

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4. No-shows and urgent changes

• Try to contact the other member through Pawshare and by the agreed urgent contact method.
• Do not leave a dog unattended or in an unsafe handover situation.
• Record the missed handover or urgent change in the booking conversation and contact support when help is needed.

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5. Disputes and refunds

Where members disagree about a cancellation, completed care or a credit outcome, Pawshare may review the booking timeline, messages, Care Card updates and evidence supplied by both parties. Pawshare may make a token or payment adjustment where the platform rules and applicable law allow it.

A payment-provider processing time may apply after Pawshare approves a monetary refund. Paw Tokens cannot be transferred between members outside the booking and wallet features provided by Pawshare.

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6. How to cancel or ask for help

• Open the booking and use the cancellation action so that the status and token record update together.
• Use the booking conversation to explain the change to the other member.
• For a dispute, safety concern or inaccessible booking, contact privacy@pawshare.co.uk with the booking reference and a concise description of the issue.

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