A booking is an agreement between you and the Vendor you booked — Petcious processes the payment but isn't the one providing the service. Refunds are handled case by case, based on what actually happened with that booking, and are paid back to the original payment method you used at checkout.
If a booking needs to be cancelled before the Vendor has checked your pet in, contact the Vendor directly through the app — they can cancel the booking and choose to refund you in full. If the Vendor is unresponsive or you believe a refund is owed and hasn't been offered, contact us and we'll step in.
Once a service has started, a booking can no longer be simply cancelled — any refund at that point is a service issue, handled through a dispute. Open a dispute from the booking in question with one of the following reasons: service quality, pet safety, billing, the Vendor not showing up, damage, or something else. We review every dispute (including anything the Vendor has to say about it) and decide on a full, partial, or no refund based on what actually happened — we'll always tell you why.
You can stop a recurring booking at any time from the Active tab. Doing so only stops future charges — it doesn't refund visits that have already happened and been paid for.
Fees that aren't tied to a specific pet-care booking — like promoting a listing — are generally non-refundable once the paid period has started, except where something has genuinely gone wrong on our end. Contact us if you think that's the case.
Approved refunds are issued back to your original payment method through our payment processor. Once issued, it typically takes a few business days to reflect in your account — the exact timing depends on your bank or card issuer, not on us.
Questions about a refund: info@petcious.app