Effective Date: 2026-05-04
Applies To: Users of the Pawgloo Consumer Application ("Consumers") and the Pawgloo-Partners Service Application ("Partners").
1. General Principles and Scope
At Pawgloo, we are committed to maintaining a reliable marketplace for pet care. This Refund & Cancellation Policy governs the rights and obligations of both Consumers and Partners regarding the cancellation of scheduled services, defaults ("No-Shows"), and quality disputes.
Because securing a booking blocks a Partner’s calendar and prevents them from accepting alternate engagements, our cancellation framework enforces strict, time-based parameters. These parameters are designed to protect the financial stability of our independent Partners while offering fair recourse to our Consumers.
2. Consumer-Initiated Cancellations
If a Consumer must cancel a confirmed and paid booking (including but not limited to Tele-vet consultations, Dog Walking, or Grooming), refund eligibility is strictly determined by the timestamp of the cancellation relative to the scheduled service start time.
A. Early Cancellation (Eligible Window)
- Criteria: The cancellation is executed via the Pawgloo Application greater than [Insert Hours, e.g., 6] hours prior to the scheduled service start time.
- Refund Mechanism: The Consumer is entitled to a refund of the Total Booking Price, less a predefined Platform Cancellation Fee (e.g., ₹50).
- Justification: This deduction covers the non-refundable transaction charges levied by our Payment Aggregator (Cashfree) and the administrative costs associated with processing the secure escrow routing.
B. Late Cancellation (Ineligible Window)
- Criteria: The cancellation is executed within [Insert Hours, e.g., 6] hours of the scheduled service start time.
- Refund Mechanism: The booking is strictly non-refundable.
- Justification: Funds collected for Late Cancellations are disbursed directly to the Partner (minus standard platform commissions) as liquidated damages to compensate for their reserved time and lost earning opportunity.
3. Consumer Default ("No-Show" Policy)
Failure to attend a scheduled service without prior cancellation constitutes a "Consumer Default."
- Digital/Tele-Consultations: If the Consumer fails to authenticate and join the secure GetStream video/audio room within 5 minutes of the scheduled start time, the system automatically classifies the event as a Consumer Default.
- In-Person Services: If the Consumer is not present at the designated geographical location, or fails to provide the Partner access to the pet within a standard 10-minute grace period of the scheduled arrival time, it is classified as a Consumer Default.
- Penalty: Consumer Defaults are treated as Late Cancellations. The Total Booking Price is forfeited in its entirety to compensate the Partner, and no refund will be issued.
4. Partner-Initiated Cancellations & Defaults
Pawgloo holds its Partners to rigorous Service Level Agreements (SLAs). If a Partner fails to fulfill a confirmed obligation, the Consumer is entirely financially protected.
A. Partner Cancellation
- If a Partner cancels a scheduled service at any time prior to the commencement of the slot, the Consumer will immediately receive a 100% full refund.
- No administrative or gateway processing fees will be deducted from the Consumer's refund.
B. Partner Default ("No-Show" & Voiding)
- Criteria: If a Partner fails to join a Tele-vet session within the grace period, or fails to arrive at the designated location for an in-person service.
- Verification: Upon receiving a Consumer report, Pawgloo will conduct an automated audit utilizing internal server logs (e.g., GetStream connection events) and Partner GPS tracking data.
- Resolution: If the Partner Default is verified, the transaction is Voided. The Consumer receives a 100% full refund.
- Partner Penalties: The defaulting Partner will be subject to internal disciplinary actions, including but not limited to algorithmic demotion, financial penalties deducted from their available ledger balance (to cover Pawgloo's lost gateway fees), or permanent suspension from the Pawgloo-Partners platform.
5. Quality Disputes & Exception Handling
If a service was completed but the Consumer alleges severe professional inadequacy, negligence, or a failure to deliver the service as described (e.g., a 30-minute booked walk was terminated at 10 minutes):
- Reporting Window: The Consumer must formally raise a dispute via the Pawgloo Support Center within 12 hours of the service completion timestamp. Disputes raised outside this window cannot be entertained as funds will have cleared the settlement buffer.
- Investigation: Pawgloo will temporarily freeze the disputed funds in the nodal account. The Trust & Safety team will review objective platform data, including GPS route mapping, duration logs, GetStream records, and in-app communications.
- Resolution: Dispute resolution is at the sole discretion of Pawgloo. Based on the findings, Pawgloo may issue a partial refund, a full refund, or platform credits.
6. Refund Processing Mechanics & Timelines
- Original Payment Method: In compliance with Anti-Money Laundering (AML) directives, all approved refunds are routed automatically through Cashfree back to the original source of funds (e.g., the specific Bank Account, Credit Card, or UPI ID used for the transaction). We cannot process refunds to alternate accounts.
- Timelines: Once initiated by Pawgloo, refunds typically take between 5 to 7 business days to reflect in the Consumer's account, contingent upon the processing speeds of the respective bank or UPI network.