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1. Available Policies 2. Provider Cancellation 3. No-show & Early Departure 4. Negligence Penalty (Provider) 5. Force Majeure 6. Security Deposit 7. Chargebacks & Payment Disputes 8. Refund Procedure1. Available Policies
At Pawnfind, service providers can choose from three cancellation policies. The applicable policy is clearly displayed to Users before booking confirmation.
| Policy | Cancellation Window | Refund to User on Lodging Fee* | User Service Fee (3%) | Hotel Commission (12%) |
|---|---|---|---|---|
| Flexible | ≥ 24 h before check-in | 100% | Refundable | Not applicable |
| < 24 h before check-in | 1st night + 50% of remaining nights (non-refundable) | Non-refundable | 12% on the hotel’s received amount | |
| Moderate | ≥ 5 days before check-in | 100% | Refundable | Not applicable |
| 5 – 2 days before check-in | 50% | Non-refundable | 12% on the 50% paid to the hotel | |
| < 48 h before check-in | 0% (User pays 100%) | Non-refundable | 12% on the 100% paid to the hotel | |
| Strict | Within 48 h after booking and ≥ 16 days before check-in | 100% | Refundable | Not applicable |
| Any other case | 0% | Non-refundable | 12% on the 100% paid to the hotel |
*Important Note: Indirect taxes (VAT, etc.) are refunded in the same proportion as the Lodging Fee.
2. Provider Cancellation
When a service provider cancels a confirmed booking, the following applies:
- The User will receive a full refund of all charges, including commissions
- The service provider may face internal penalties (blocked dates, ranking impact, admin fee), unless justified by Force Majeure
- The service provider must assist in relocating the pet or suggest viable alternatives within 24 hours
Provider Responsibility: Cancelling bookings negatively impacts your reputation and may result in account penalties. Always communicate early if issues arise.
3. No-show & Early Departure
No-Show
A no-show occurs when the User fails to arrive at check-in without prior cancellation. In this case, the chosen cancellation policy (Flexible, Moderate, or Strict) will apply.
Early Departure
If the User picks up the pet before the scheduled check-out date, unused nights are non-refundable.
Best Practice: Always communicate with the service provider if your plans change. Early communication may help avoid no-show penalties.
4. Negligence Penalty (Provider)
Pawnfind may apply an administrative penalty when the following occur:
- Unjustified cancellation within 24 hours prior to check-in
- Unsafe or unsanitary conditions forcing early pet removal
- False or missing information (capacity, licenses, expired insurance)
- Breach of obligations H-1 to H-7 (Section 7 of Terms & Conditions)
Penalty Amount: 12% of the confirmed Lodging Fee or USD $25 (whichever is greater).
This penalty is in addition to any other damages, veterinary costs, or refunds owed.
5. Force Majeure
Force Majeure refers to events beyond reasonable control, including:
- Natural disasters (earthquakes, floods, hurricanes)
- Government orders or public health emergencies
- Serious verified illness of the pet or provider
In Force Majeure situations, Pawnfind may:
- Fully refund the User, or
- Release partial funds to the provider for nights already rendered before the event
Each case is reviewed individually with supporting documentation required.
6. Security Deposit
When applicable, the security deposit process works as follows:
- Pawnfind pre-authorizes the User’s card 24 hours before check-in
- The authorization is released automatically 48 hours after check-out unless damages are reported
- For claims, the provider must submit evidence (photos, invoices) within 72 hours
Note: A security deposit hold is not a charge. Your card will not be charged unless damages are verified and claimed.
7. Chargebacks & Payment Disputes
If a User initiates a chargeback with their bank:
- Pawnfind will withhold provider funds until the bank resolves the case
- Providers must supply supporting evidence (photos, check-in logs, internal chat messages)
- If the bank rules in favor of the User, payment will be reversed and debited from the provider’s account
Important for Providers: Always maintain detailed records of check-ins, communications, and service delivery. This documentation is crucial for resolving disputes.
Users are encouraged to contact Pawnfind support before initiating a chargeback to resolve issues directly.
8. Refund Procedure
The refund process is straightforward and automated:
- Cancellations are requested directly through the User or provider panel
- The system automatically calculates the refund amount based on the selected policy
- Refunds are processed to the original payment method
- Funds may take up to 10 business days to appear, depending on the issuing bank
Processing Time: While Pawnfind processes refunds immediately, your bank may take additional time to credit your account. Check with your financial institution if you don’t see the refund within 10 business days.
For questions about a specific refund, contact our support team with your booking reference number.