1. Introduction
This Cancellation & Refund Policy explains how cancellations, changes, and refunds work for bookings made through the LetzPaws platform operated by LetzPaws Ltd (“LetzPaws”, “we”, “us”, or “our”).
It supplements our Terms of Service. When you make a booking, you enter into a contract directly with the independent provider (“Provider” or “Pro”) for the service. LetzPaws facilitates booking management and payment processing but does not itself provide pet care services.
2. Overview
Key principles:
- you may cancel eligible bookings through My bookings while they remain pending or confirmed and before the scheduled appointment time, subject to the notice rules below;
- refunds depend on when you cancel, whether payment has been captured, and any additional terms shown at checkout;
- if a Provider cancels, you will ordinarily receive a full refund where payment has been taken; and
- refunds are processed via Stripe to your original payment method.
3. Minimum booking notice
The Platform requires a minimum of 2 hours notice before a scheduled service can be booked. This minimum notice period is configured platform-wide and may be displayed at checkout.
Providers may specify additional notice requirements or cancellation rules in their listings or at checkout. Where Provider-specific terms are shown, those terms apply in addition to this policy to the extent they are more specific.
4. Customer cancellations
4.1 How to cancel
To cancel a booking, sign in to your account, go to My bookings, select the relevant booking, and follow the cancellation prompts. You will receive confirmation when the cancellation is processed. If you cannot cancel online, contact support@letzpaws.com promptly.
4.2 Pending bookings
If a booking is still pending Provider acceptance, you may cancel without charge. Any authorised payment will be released or refunded in accordance with Stripe’s processing timelines.
4.3 Confirmed bookings — cancellation with sufficient notice
If you cancel a confirmed booking at least 2 hours before the scheduled start time (or any longer notice period stated at checkout), you will ordinarily receive a full refund of amounts paid for the service, excluding any non-refundable fees expressly identified at checkout.
4.4 Late cancellations
If you cancel within 2 hours of the scheduled start time, or fail to attend without cancelling (“no-show”), refunds are not guaranteed. In these circumstances:
- the Provider may retain some or all of the booking fee to compensate for lost time and preparation;
- any refund amount will be shown during the cancellation flow or communicated by support; and
- late cancellation terms disclosed at checkout take precedence where clearly stated.
4.5 Changes to bookings
Requests to reschedule should be made through the Platform messaging system or support channels as soon as possible. Providers are not obliged to accept changes but may do so at their discretion. If a change cannot be accommodated, you may need to cancel and rebook subject to this policy.
5. Provider cancellations
If a Provider cancels a confirmed booking, or fails to deliver the service without a valid reason:
- you will receive a full refund of amounts paid for that booking, unless otherwise required by law or agreed with you;
- we may assist you in finding an alternative Provider where possible; and
- repeated Provider cancellations may result in account review or suspension under our Provider Terms.
6. Refunds
6.1 Refund method and timing
Approved refunds are returned to your original payment method via Stripe. Refunds typically appear within five to ten (5–10) business days, but timing depends on your bank or card issuer. LetzPaws does not control issuer processing times.
6.2 Partial refunds
Partial refunds may apply where:
- only part of a multi-day or bundled service is cancelled;
- late cancellation terms permit a partial retention by the Provider; or
- both parties agree a reduced refund following a service dispute.
6.3 Platform fees
Unless otherwise stated at checkout or required by law, platform service fees may be non-refundable where a Provider has already committed time and resources, particularly for late cancellations or no-shows. Any non-refundable components will be identified before you confirm payment.
6.4 Chargebacks and payment disputes
If you dispute a charge with your bank or card issuer (a “chargeback”), we and Stripe may provide transaction records to the issuer. We encourage you to contact us first at support@letzpaws.com so we can attempt to resolve the matter promptly. Abusive or fraudulent chargebacks may result in account suspension.
7. Service not delivered or unsatisfactory service
If you believe a service was not delivered as agreed, was materially deficient, or gave rise to a safety concern, contact us and the Provider promptly with details. Because the service contract is between you and the Provider, the Provider is primarily responsible for remedy, which may include re-performance, partial refund, or full refund depending on circumstances.
LetzPaws may, at its discretion, facilitate communication and review platform records, but we are not obliged to adjudicate contractual disputes or guarantee outcomes. Serious safety or welfare concerns should also be reported to appropriate authorities where necessary.
8. Exceptions and force majeure
Refund entitlements may be affected by exceptional events outside reasonable control (such as severe weather, public health restrictions, or emergencies) where the Provider or LetzPaws offers rescheduling in good faith. We will communicate any platform-wide arrangements during such events.
9. Your statutory rights
Nothing in this policy limits your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 where applicable. If you are a consumer, you may have additional cancellation rights for certain off-premises or distance contracts; these rights operate alongside, not instead of, this policy.
10. Contact
For cancellation or refund assistance:
Email: support@letzpaws.com
LetzPaws Ltd
United Kingdom