Cancellation Policies — How They Work for Providers & Pet Owners

Understand how cancellation policies are set up, what happens when a booking is cancelled, and how refunds are managed.

Where to Read the Full Terms & Conditions

Access the complete legal terms for using My Pet Pal.

What Is My Pet Pal's Cancellation Policy?

How cancellations, refunds, and platform fees work.

Can I Cancel a Booking?

What to do if you need to cancel a confirmed booking.

How to Accept or Decline a Booking Request

Manage incoming booking requests from your provider dashboard.

What is a Meet & Greet?

How the optional introductory visit works for both owners and providers.

How to Manage Your Availability

Keep your calendar accurate to attract more bookings and reduce cancellations.

How to Book a Service

Find a provider and make your first booking in just a few steps.

How to Update Your Provider Profile

Edit your services, pricing, photos, and business details.

How to Manage Your Subscription

Upgrade your plan or manage billing from the Subscriptions page.

How to Update Your Pet Owner Profile

Keep your contact details and preferences up to date.

How to Request a Refund

Something not right? Here's how to raise a refund or return request.

How to Manage Your Shop Orders

View, process, and track orders as a seller.

How to Place a Shop Order

Browse, add to cart, and checkout in just a few clicks.

How to Track Your Order

See your order status and tracking information from My Orders.

How to Sign Up as a Pet Owner

Create your free My Pet Pal account and start finding trusted pet care in minutes.

How to Add and Manage Your Pet Profile

Your pet profile helps providers give the best possible care. Here's how to set it up.

Getting Started as a Shop Seller

Set up your shop, add your products, and start selling to pet owners on My Pet Pal.

Getting Started as a Pet Care Provider

Set up your provider profile, add your services, and start accepting bookings on My Pet Pal.

What Payment Methods Are Accepted?

Cards, Apple Pay, and more — here's what we support.

Can I Set My Own Prices?

Full flexibility to price your services your way.

How Payments Work for Pet Owners

Understand deposits, final payments, and how Stripe keeps your money safe.

How to Get Paid as a Provider

Connect Stripe and receive payments directly to your bank account.

What Are the Platform Fees?

How My Pet Pal's commission and service fees work.

The Page Isn't Loading — What Should I Do?

Steps to fix common loading and display issues.

I'm Not Receiving Emails

Why emails from My Pet Pal might be going missing, and how to fix it.

How to Message a Provider

Get in touch with a provider directly through the platform.

Where to Find Your Messages

Access all your conversations in one place.

What to Do in a Pet Emergency During a Booking

Stay calm — here's the step-by-step plan for pet emergencies.

How to Leave a Review

Share your experience and help other pet owners make great choices.

How to Report a Safety Concern

What to do if something doesn't feel right.