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 should be read along with our Terms & Conditions, Privacy Policy and other policies provided to Users on the Platform 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. AUTOMATIC CANCELLATION BEFORE PAYMENT

To ensure a smooth and reliable booking process, payments must be completed within the specified timeframes. Failure to do so will result in automatic cancellation of the Service Request, as follows:

• Same-Day Bookings: Payment must be completed within 30 minutes of Service Request acceptance by Pet Sitters. If not, the Service Request will be automatically cancelled.
• Bookings Starting Within 24 – 48 Hours: For bookings scheduled to begin any time between 24 to 48 hours from the time of Service Request acceptance, payment must be completed within 30 minutes. If not, the Service Request will be automatically cancelled.
• Bookings Scheduled 48 Hours or More in Advance: Payment must be completed within 24 hours of Service Request acceptance. If payment is not received within this period, the Service Request will be automatically cancelled.

2. CANCELLATION FEES

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

• All cancellation timeframes are calculated based on the exact time and date the cancellation is submitted through the Platform, regardless of weekends, public holidays, or Pet Watch’s working hours.
• While cancellations are automatically time-stamped and recognized at the time of submission, any related actions (such as refunds, confirmation emails, or dispute review) will be handled during Pet Watch’s official working hours. For reference our working hours are 9am to 6pm Monday to Friday.

Cancellation Prior to Service Request

A. Cancellation Terms for a Short Service Requests

Service requests that have a duration ranging from thirty (30) minutes up to a maximum of ten (10) hours, including but not limited to, dog walking, home visits, day care, and night care services are hereinafter referred to as the “Short Service Request”.

• Cancellation more than six (6) hours prior to service start time: No cancellation fee
• Cancellation six (6) hours or less prior to the service start time: Full amount to be charged

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 boarding or pet sitting for more than a day, week, or a month are hereinafter referred to as the “Long Service Request”.

• Cancellation more than 48 hours prior to service start time: No cancellation fee
• Cancellation between 48 hours and 6 hours prior to service start time: AED 30/- (Thirty UAE Dirhams) as a cancellation fee (“Cancellation Fee”).
• Cancellation within 6 hours of service start time: First day amount to be charged plus 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 to cancel part of the Long Service Request (i.e. less number of days) the below shall be applicable:

1. Upon availing the service for the first day, you may cancel future sessions of the service by cancelling the additional days at least six (6) hours before the next cycle of such service starts, i.e., For a 3-day service starting at 12:00 PM daily, you may cancel the 2nd and 3rd day of service by submitting a cancellation request for future sessions no later than 6:00 AM on the 2nd day.
2. In the event that a request to cancel future sessions is submitted less than six (6) hours prior to the start of the next service cycle, the Pet Owner shall be charged the entire amount for that immediate upcoming day’s service along with a Cancellation Fee of AED 30/- (Thirty UAE Dirhams) 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).
3. In addition to clauses (i) above, the Pet Owner is required to pick up their pet from the Pet Sitter within six (6) hours of submitting such cancellation, failing which the Pet Owner shall be charged a cancellation fee of AED 30/- (Thirty UAE Dirhams) along with the entire amount of that particular day for such Long Service Request.
4. Any eligible Service fees paid for remaining unused days (for Long Service Requests only) shall be refunded in accordance with the Refund Policy.

3. CANCELLATION BY PET SITTER

In the event a Pet Sitter initiates a cancellation of an accepted Service Request (applicable to both Short Service Requests and Long Service Requests), the following terms shall apply:

• Cancellation more than six (6) hours prior to service start time: No cancellation fee or penalty shall apply to the Pet Sitter.
• Cancellation six (6) hours or less prior to service start time: A cancellation fee of AED 30/- (Thirty UAE Dirhams) shall be charged to the Pet Sitter.

Any applicable cancellation fee will be reflected in the Pet Sitter’s financial account within the Platform as a pending deduction and will be automatically deducted from the Pet Sitter’s subsequent payout cycle.

4. CANCELLATION REASONS

When cancelling a Service Request through the Platform, both Pet Owners and Pet Sitters are asked to select a reason for the cancellation from a predefined list. This helps us maintain transparency, understand cancellation patterns, and continuously improve our services. These reasons may also assist Pet Watch in assessing certain cases (e.g., refund requests or disputes), but do not automatically entitle any User to a refund. For more details on refund eligibility, please refer to our Refund Policy.

The available cancellation reasons are as follows:

A. For Pet Owners:

• Personal emergency or illness: Unable to proceed due to unexpected personal health issues or urgent situations.
• Unexpected pet behavior or health concern: Pet exhibits unforeseen behavior or health issues that require immediate attention.
• Severe weather conditions or natural disaster: Service affected by extreme weather events or natural disasters posing safety risks.
• Change in personal/travel plans: Modifications in schedule or travel plans prevent the service from taking place.
• Pet Sitter didn’t show up: The scheduled Pet Sitter failed to arrive at the appointed time.
• Dissatisfaction with Pet Sitter service/performance: Service quality did not meet expectations, leading to cancellation.
• Pet Services no longer needed: Circumstances changed, making pet services unnecessary
• Other (Text input): Any additional reason that does not fit the predefined categories.

B. For Pet Sitters:

• Personal emergency or illness: Unable to proceed due to unexpected personal health issues or urgent situations.
• Severe weather conditions or natural disaster: Service affected by extreme weather events or natural disasters posing safety risks.
• Unforeseen transportation issues: Unexpected travel disruptions prevent arrival or service execution.
• Pet Owner didn’t provide all necessary information/supplies for Pet Care: Missing essential details or resources needed for proper pet care.
• Challenges with particular pet / pet behavior: Pet exhibits unexpected behaviors or special needs that complicate service.
• Other (Text input): Any additional reason not covered in the predefined categories

If none of the predefined reasons apply, you may select “Other” and provide a brief explanation via text input. This flexibility ensures all relevant circumstances can be captured, even if they fall outside the standard options.

5. 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.

6. 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.

1. Log in to your Account on the Platform;
2. Select the Service Request or future sessions you wish to cancel or reschedule;
3. Select cancel or reschedule based on your requirements*

*Please refer to section 2 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 help@petwatchapp.com, our dedicated team is here to help.