Refund & Cancellation Policy

• Effective Date: 2026-05-04
• Issued by: NEXEL PLATFORMS PRIVATE LIMITED, owner of the Pawgloo™ and Pawgloo-Partners brands (incorporated under the Companies Act, 2013; principal office: Plot 151, Sector 2, Kurukshetra, Haryana 136118)
• 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. The booking lifecycle handler uses a 6-hour cutoff, including its fallback where no different configured value is available.

A. Early cancellation (eligible window)

• Criteria: The cancellation is recorded greater than 6 hours prior to the scheduled service start time.
• Refund Mechanism: The Consumer is eligible for a refund request equal to the amount actually paid, less a hard-coded Platform Cancellation Fee of ₹50.
• Justification: This deduction covers the non-refundable transaction charges levied by our Payment Aggregator (our payment processor) and the administrative costs associated with processing the secure escrow routing.

B. Late cancellation (ineligible window)

• Criteria: The cancellation is recorded within 6 hours of the scheduled service start time.
• Refund Mechanism: The booking is strictly non-refundable, and the refund amount is ₹0.
• 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.

Examples

• For an amount paid of ₹900, an Early Cancellation results in a refund request of ₹850 after the hard-coded ₹50 deduction.
• For an amount paid of ₹900, a Late Cancellation results in a refund amount of ₹0.

Planned experience, not live

Cancellation executed through a dedicated self-service control in the Pawgloo Application is a planned experience where that control is not currently available. Until such a control is available for a booking, Consumers must use the cancellation or support flow currently presented for that booking. The planned application experience does not change the live 6-hour cutoff or the current refund calculation described above.

3. Consumer default (“No-Show” policy)

Failure to attend a scheduled service without prior cancellation may constitute a “Consumer Default.” The current live experience does not promise automatic classification based on a fixed digital or in-person grace period. Consumers should contact the Pawgloo Support Center if a booking status does not accurately reflect attendance. If a Consumer Default is recorded and handled as a Late Cancellation, the refund amount is ₹0.

Planned experience, not live

The following automated and in-person No-Show rules describe a planned experience and are not currently guaranteed or available for every booking:

• Digital/Tele-Consultations: If the Consumer fails to authenticate and join the secure our communication partner video/audio room within 5 minutes of the scheduled start time, the system would automatically classify 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 would be classified as a Consumer Default.
• Penalty: Under the planned No-Show policy, Consumer Defaults would be treated as Late Cancellations. The Total Booking Price would be forfeited in its entirety to compensate the Partner, and no refund would be issued.

4. Partner-initiated cancellations & defaults

Pawgloo aims to maintain reliable service standards for Partners. Current Partner and administrator cancellation actions use the same time-based refund logic applied to Consumer cancellations. A Partner-initiated cancellation therefore does not always result in the amount paid minus ₹50, and it does not currently guarantee a 100% refund.

A. Partner cancellation

• If a Partner or administrator cancellation is recorded greater than 6 hours prior to the scheduled service start time, the eligible refund request is the amount actually paid less the hard-coded ₹50 deduction.
• If a Partner or administrator cancellation is recorded within 6 hours of the scheduled service start time, the refund amount is ₹0.

B. Partner default (“No-Show” & voiding)

• If a Partner No-Show is processed using the current void-with-refund action, the eligible refund request is the amount actually paid less the hard-coded ₹50 deduction.
• A Partner No-Show void-with-refund does not currently produce a 100% full refund, and the ₹50 deduction still applies.
• Consumers should report a suspected Partner No-Show through the Pawgloo Support Center with the booking identifier and relevant payment reference so that the available operational action can be reviewed.

Planned experience, not live

Pawgloo holds its Partners to rigorous Service Level Agreements (SLAs). The following 100% Partner-default protection, fixed in-person and No-Show verification rules, and associated disciplinary framework describe a planned experience and are not currently guaranteed:

A. Partner cancellation

• If a Partner cancels a scheduled service at any time prior to the commencement of the slot, the Consumer would immediately receive a 100% full refund.
• No administrative or gateway processing fees would 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 would conduct an automated audit utilizing internal server logs (e.g., our communication partner connection events) and Partner GPS tracking data.
• Resolution: If the Partner Default were verified under the planned experience, the transaction would be Voided and the Consumer would receive a 100% full refund.
• Partner Penalties: The defaulting Partner would 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), the Consumer should raise the issue promptly through the Pawgloo Support Center.

There is no currently promised 12-hour dispute cutoff, fixed investigation method, or guaranteed refund outcome. Pawgloo may review available booking and payment information on a case-by-case basis, but does not guarantee the use of GPS route mapping, our communication partner content or connection records, in-app communications, or any specific Depending on the circumstances and the operational options legally available, a refund, partial refund, credit, or no adjustment may result, but no outcome is promised in advance.

Consumers should provide the booking identifier, payment reference, a description of the issue, and any materials they wish support to consider. Technical-failure refunds are not currently guaranteed to be detected or issued automatically and should also be raised through the Pawgloo Support Center.

Planned experience, not live

The following fixed reporting window, investigation process, technical-failure automation, and resolution framework describe a planned experience and are not currently live commitments:

• Reporting Window: The Consumer would formally raise a dispute via the Pawgloo Support Center within 12 hours of the service completion timestamp. Under the planned framework, disputes raised outside this window would not be entertained because funds would have cleared the settlement buffer.
• Investigation: Pawgloo would temporarily freeze the disputed funds in the nodal account. The Trust & Safety team would review objective platform data, including GPS route mapping, duration logs, our communication partner records, and in-app communications.
• Resolution: Dispute resolution would be at the sole discretion of Pawgloo. Based on the findings, Pawgloo could issue a partial refund, a full refund, or platform credits.
• Technical Failures: Automated detection and refund handling for qualifying technical failures are planned and are not currently guaranteed. Until such automation is live, Consumers must report technical issues through the Pawgloo Support Center.

6. Refund processing mechanics & timelines

• Original Payment Method: In compliance with Anti-Money Laundering (AML) directives, all approved refunds are routed through our payment processor back to the original of funds (e.g., the specific Bank Account, Credit Card, or UPI ID used for the transaction). We cannot process refunds to alternate accounts. - our payment processor Processing: When an eligible refund is initiated, Pawgloo submits the calculated refund request to our payment processor. An initiated or requested refund is not the same as a completed credit to the Consumer’s account.

• Support Mechanics: If a refund does not appear or its status is unclear, the Consumer should contact the Pawgloo Support Center and provide the booking identifier, payment reference, amount paid, and any available refund reference. Support may check the available our payment processor status or reference details but cannot control when the receiving bank, card issuer, or UPI network posts the credit. - Timelines: Refund arrival time is contingent upon our payment processor processing and the processing speeds of the respective bank, card issuer, or UPI network. Pawgloo does not promise a fixed arrival period. - Related Sections: Consumer-initiated cancellations for the 6-hour cutoff, Partner-initiated cancellations & defaults for Partner and administrator handling, and Quality disputes & exception handling for support-reviewed cases.

Planned experience, not live

The following fixed timing statement describes a planned service target and is not a guaranteed refund-arrival commitment:

• Timelines: Once initiated by Pawgloo, refunds would 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.