Cancellations and refunds policy
- Effective Date: 2026-08-28
This policy outlines the financial and operational procedures for when a partner must cancel a booked service, how different booking statuses affect refunds, and how financial disputes are handled.
1. Booking statuses defined
Understanding the lifecycle of a booking is critical to determining the financial outcome of a cancellation.
- Pending: The user has initiated the booking, but payment has not yet been authorized or captured.
- Confirmed: Payment has been authorized, and the appointment is scheduled.
- Captured: The payment funds have been successfully secured from the user’s account.
- Cancelled: The appointment has been terminated before the service could be rendered.
- Refunded: Funds have been returned to the user’s original payment method.
- Voided: An authorized payment was cancelled before capture, releasing the hold on the user’s funds.
2. Partner cancellations and financial results
If you are unable to fulfill a scheduled appointment, you can cancel the booking through the partner app. The financial outcome depends heavily on the timing and status of the booking.
Important Note: In all cancellation scenarios initiated by the partner or resulting from a partner no-show, you will yield no wallet earnings for the appointment.
A. Pending bookings
If you cancel a booking that is still in a Pending state, the system simply marks the transaction as failed and releases the scheduling lock.
- Result: No payment transfer occurred, so no refund is necessary.
B. Confirmed or captured bookings
For bookings where payment has been secured, the system applies a time-based refund logic, defaulting to a six-hour cutoff prior to the scheduled start time.
- Early cancellation (More than 6 hours before start): The user is refunded their paid amount minus a configured cancellation fee, which currently defaults to ₹50.
- Late cancellation (Less than 6 hours before start): The system processes a ₹0 refund to the user. Please flag: A late cancellation initiated by the partner currently results in a zero refund to the user.
C. No-shows and technical failures
If a partner fails to attend a scheduled digital consultation (a no-show) or severe technical issues prevent the service from occurring, the booking may be voided with a refund.
- Result: The no-show refund process also deducts a ₹50 fee from the user’s total paid amount.
3. Financial examples
To clarify the logic, consider a booking with a total price of ₹900:
- Example 1 (Pending cancellation): You cancel a pending ₹900 booking. No funds have moved; the lock is released with no transfer.
- Example 2 (Early cancellation): You cancel a confirmed ₹900 booking 8 hours before the start time. The user receives a refund of ₹850. You receive ₹0.
- Example 3 (Late cancellation): You cancel a confirmed ₹900 booking 2 hours before the start time. The user receives a refund of ₹0. You receive ₹0.
4. Financial disputes and ledger integration
All payment processing and refund routing are handled in integration with our payment aggregator, our payment processor, and recorded in our internal ledger system.
If there is a dispute regarding a service provided, a cancellation fee, or a payment processed:
- Please contact Pawgloo™ support immediately.
- We do not enforce a strict dispute window or guarantee specific manual dispute outcomes.
- We will review transaction records from our payment processor and our internal our communication partner telemetry logs to assist in resolving the issue.
For information on how earnings and payouts work, refer to the Earnings, Deductions & Payouts Policy.
5. Support inputs
For assistance with navigating a cancellation, disputing a no-show status, or querying a ledger entry, please reach out to support@pawgloo.com.