Cancellation and Refund Policy

Version 2026-08-08.1 · Effective 2026-08-08

When you can cancel, what you get back, and how refunds are paid.

Draft — pending review by qualified counsel

This document is a structurally complete draft written by the development team so the acceptance and versioning machinery could be built and tested. It has not been reviewed by a lawyer and must not be relied on as legal advice. Passages marked [OWNER: …] or [COUNSEL: …] require a decision before publication.

Cancelling

You can cancel from your account, or by contacting us, at any time before the stay begins.

Refund tiers

Cancelling 48 hours or more before the start of the stay: full refund. Cancelling between 24 and 48 hours before: 50% refund. Cancelling less than 24 hours before, or not arriving: no refund. Where a partial refund is rounded, the rounding is applied in your favour. [OWNER + COUNSEL: confirm these tiers are the intended commercial terms and are enforceable locally.]

Cancellations by us

If we cancel a confirmed booking for any reason other than a breach of the Boarding Agreement by you, you receive a full refund regardless of timing.

How refunds are paid

Refunds are returned to the original payment method through our payment processor. Processing typically takes 5–10 business days depending on your bank.

Shortened stays

If you collect your animal early, the unused nights are [OWNER: refundable / non-refundable — decision required].

Disputes

If you believe a charge or refund is wrong, contact us first. Every booking and payment transition is recorded with a timestamp, so we can reconstruct exactly what happened.