Cancellation and Refund Policy
Clear guidelines for cancellations and refunds.
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1. Available policies
At Pawnfind, providers can choose from three cancellation policies. The applicable policy is shown clearly to the User before confirming the booking.
| Policy | Cancellation window | User refund (boarding)* | Service fee (3%) | Hotel commission (12%) |
|---|---|---|---|---|
| Flexible | >= 24 h before check-in | 100% | Refundable | N/A |
| < 24 h before check-in | 1st night + 50% of remaining nights (non-refundable) | Non-refundable | 12% on amount received by hotel | |
| Moderate | >= 5 days before check-in | 100% | Refundable | N/A |
| 5 – 2 days before check-in | 50% | Non-refundable | 12% on 50% paid to hotel | |
| < 48 h before check-in | 0% (User pays 100%) | Non-refundable | 12% on 100% paid to hotel | |
| Strict | Within 48 h of booking & >= 16 days before check-in | 100% | Refundable | N/A |
| Any other case | 0% | Non-refundable | 12% on 100% paid to hotel |
2. Cancellation by the provider
When a provider cancels a confirmed booking, the following applies:
- The User receives a full refund of all charges, including fees.
- The provider may face internal penalties (date blocking, ranking impact, administrative charge), unless justified force majeure.
- The provider must assist in relocating the pet or propose viable alternatives within 24 hours.
3. No-show and early departure
No-show
Occurs when the User does not arrive at check-in without canceling in advance. The chosen cancellation policy (Flexible, Moderate, or Strict) is applied.
Early departure
If the User picks up the pet before the scheduled check-out, unused nights are non-refundable.
4. Negligence penalty (provider)
Pawnfind may apply an administrative penalty when:
- Unjustified cancellation within 24 hours before check-in.
- Unsafe or unsanitary conditions that force the pet to be removed.
- False or missing information (capacity, licenses, expired insurance).
- Failure to meet obligations H-1 to H-7 (Section 7 of Terms and Conditions).
5. Force majeure
Force majeure refers to events beyond reasonable control, including:
- Natural disasters (earthquakes, floods, hurricanes).
- Government orders or public health emergencies.
- Verified serious illness of the pet or provider.
In force majeure situations, Pawnfind may:
- Fully refund the User, or
- Release partial funds to the provider for nights already provided before the event.
Each case is reviewed individually and requires supporting documentation.
6. Security deposit
When applicable, the security deposit process works as follows:
- Pawnfind pre-authorizes the User's card 24 hours before check-in.
- The pre-authorization is automatically released 48 hours after check-out, unless damage is reported.
- For claims, the provider must submit evidence (photos, invoices) within 72 hours.
7. Chargebacks and payment disputes
If a User initiates a chargeback with their bank:
- Pawnfind will hold the provider's funds until the bank resolves the case.
- The provider must provide evidence (photos, check-in records, chat messages).
- If the bank rules in the User's favor, the payment is reversed and debited from the provider.
Users are encouraged to contact Pawnfind support before initiating a chargeback, to try to resolve the case directly.
8. Refund procedure
The refund process is straightforward and automated:
- The cancellation is requested from the User or provider dashboard.
- The system automatically calculates the refundable amount per the chosen policy.
- The refund is processed to the original payment method.
- Funds may take up to 10 business days to appear, depending on the issuing bank.
If you have questions about a specific refund, contact support with your booking reference number.