Cancellation Policy
Effective date: 17 May 2026
1. Parent-Initiated Cancellation
More than 24 hours before the session
Cancel more than 24 hours before the scheduled start time and you will receive a full refund to your original payment method.
12–24 hours before the session
Cancel between 12 and 24 hours before the scheduled start time and you will receive a 50% refund. The remaining 50% compensates the provider for the time they have reserved for your booking.
Less than 12 hours before the session
Cancellations within 12 hours of the scheduled start are not refundable. At this point the provider may already be en route or have declined other work for the slot.
2. Provider-Initiated Cancellation
If a provider cancels a confirmed booking, you will receive a full refund within 7 working days. Where possible, HomePaws will offer to reschedule your booking with another available provider at no additional cost.
3. HomePaws-Initiated Cancellation
In rare circumstances (platform outage, safety concern, provider unavailability), HomePaws may cancel a booking. In such cases you will receive a full refund and, where appropriate, a service credit at HomePaws' discretion.
4. Free Reschedule
You may reschedule a booking once at no charge, provided the reschedule request is made more than 12 hours before the original scheduled start time. Rescheduling within 12 hours is treated as a cancellation and the cancellation policy above applies.
5. How to Cancel or Reschedule
- In-app: open the booking detail and tap Cancel booking or Reschedule.
- Email: support@homepaws.in with your booking ID.
Refunds are governed by our Refund Policy.
6. Contact
Questions about this policy? Email support@homepaws.in or visit our Contact page.