Cancellation policy

At Pet Watch, we understand that things happen in life which you may not have control over, especially when our furry friends are involved, which is why we have designed the Platform and our business model to be as flexible and convenient as possible. However, one of our core values is transparency as well as respecting our Users’ time. For this reason, we have established some rules when it comes to cancellations, which are highlighted within this policy – please ensure to follow them to guarantee a smooth and enjoyable Pet Watch experience.

This Cancellation Policy, Terms & Conditions, Privacy Policy and other policies provided to Users on the Platform all together forms our general Terms & Conditions and we are highly recommending to go through our Terms & Conditions to get a well-rounded and comprehensive understanding of how we work, and to ensure your compliance with all policies and requirements.

Also, please refer to our Terms & Conditions for the definition of any capitalized terms, which are not defined in this Policy.

1. CANCELLATION FEES
If you are a Pet Owner and would like to cancel a Service Request, please keep in mind the following:

Cancellation Prior to Service Request
A. Cancellation Terms for a Short Service Request
Service requests that have a duration of less than twenty-four (24) hours, including but not limited to, pet walking, day-care, and/or single feeding services are hereinafter referred to as the “Short Service Request”.
• Cancellation more than one (1) hour prior to service start time: No cancellation fee
• Cancellation one (1) hour or less prior to the service start time and after the service start time: Full amount to be charged for the Short Service Request
B. Cancellation Terms for a Long Service Request
Service requests that have a duration of twenty-four (24) hours or longer, including but not limited to, pet sitting for more than a day, week, or a month are hereinafter referred to as the “Long Service Request”.
• Cancellation more than 24 hours prior to service start time: No cancellation fee
• Cancellation between 24 hours and 2 hours prior to service start time: AED 30/- (Thirty UAE Dirhams) as a cancellation fee.
• Cancellation upon or after the service start time: AED 30/- (Thirty UAE Dirhams) plus the entire amount of that particular day for such Long Service Request as a cancellation fee.
Cancellation After Service Request Start Time (only applicable to multiple-day Long Service Requests)
A. Partial Cancellation of Long Service Request

In case you have booked a Long Service Request with a duration longer than 24 hours (i.e multiple day service), you may cancel the whole service in prior as per the above terms, however, in case you would like cancel part of the Long Service Request (i.e. less number of days) the below shall be applicable:

i) Upon availing the service for the first day, you may partially cancel the service request for the remaining days by cancelling the additional days at least two (2) hours before the next cycle of such service starts, i.e., For a 3-day service request, you may cancel the 2nd and 3rd day of service by submitting a partial cancellation request maximum by 10 AM on the Second Day, in case the service starts at 12 PM for the 2nd day.
ii) In case of non-compliance, the Pet Owner shall be charged for a cancellation fee of AED 30/- (Thirty UAE Dirhams) along with the entire amount of that particular day for such Long Service Request (i.e. using the previous example, the cancellation fee and amount for Day 2 shall be charged, and Day 3 shall be refunded).
iii) In addition to Point (i) above, the Pet Owner is required to pick up their pet from the Pet Sitter within two (2) hours of the time of such cancellation, failing which the Pet Owner shall be charged for a cancellation fee of AED 30/- (Thirty UAE Dirhams) along with the entire amount of that particular day for such Long Service Request.
iv) Service fee for remaining unused days (for Long Service Requests only) to be refunded as per Refund Policy.

2. CANCELLATION BY PET WATCH
It is our aim to provide our Users with a smooth and exceptional Pet Watch experience. However, there may be unexpected circumstances which would require us to cancel a Service Request. In case we are required to cancel your Service Request for any reason, whether you are a Pet Owner or Sitter, please rest assured that you will not be charged any cancellation fees. Our team will also be in contact to help you find alternative solutions.

3. CANCELLATION & RESCHEDULING PROCEDURE
At Pet Watch, we understand the desire to have some flexibility when booking your Service Requests. For this reason, we have created a simple process to cancel and/or reschedule your Service Requests as per the following steps.
a) Log in to your Account on the Platform;
b) Select the Service Request you wish to cancel or reschedule;
c) Select cancel or reschedule based on your requirements*
*Please refer to section 1 of this policy for more details on the cancellation charges that may be applicable to you.

While we do provide flexibility to re-arrange Service Requests, please ensure to be mindful and respectful of the Pet Owner or Sitter’s time and efforts when deciding to cancel or reschedule.

Thank you for choosing Pet Watch, and we’re excited to be part of your pet-filled journey. Should you need assistance with any cancellations please contact us at info@petwatchapp.com, our dedicated team is here to help.