Refund Policy
Positive With Paws – Cancellation & Refund Policy
Last updated: August 2026
We understand that plans sometimes change. Our cancellation policy is designed to be fair while recognising that your booking reserves time in our diary that may otherwise have been booked by somebody else.
Where possible, we prefer to move your booking or provide credit towards a future service rather than issue a refund.
Cancelling or Changing Your Booking
7 days or more before your booking
If you give us at least 7 days’ notice, you can choose to:
Move your booking to another available date;
Receive full credit to use towards a future Positive With Paws service; or
Receive a full refund.
More than 48 hours but less than 7 days before your booking
You can choose to:
Move your booking to another available date; or
Receive full credit to use towards a future Positive With Paws service.
A cash refund will not normally be available.
Less than 48 hours before your booking
Bookings cancelled with less than 48 hours’ notice are non-refundable and will not normally be eligible to be moved or credited.
We understand that genuine emergencies and exceptional circumstances can happen. Any exceptions to these rules will be considered at our discretion.
Multiple Visits & Holiday Bookings
If you have booked several visits, including pet care while you are away, the cancellation rules apply to each individual visit.
This means:
7 days or more before a visit: You can move the visit, receive full credit, or receive a full refund for that visit.
More than 48 hours but less than 7 days before a visit: You can move the visit or receive full credit for that visit. A cash refund will not normally be available.
Less than 48 hours before a visit: No refund, credit or rearrangement will normally be given for that visit.
For example, if you have 10 daily visits booked and cancel on the day your first visit was due:
Visits within the next 48 hours would not normally receive a refund, credit or rearrangement.
Visits more than 48 hours away but less than 7 days away would be eligible to be moved or receive full credit.
Visits 7 days or more away would be eligible for a full refund, full credit or rearrangement.
If you cancel the entire booking at least 7 days before the first visit, the full booking would therefore be eligible for a refund.
The same rules apply if your plans change part-way through a booking, for example if you return home earlier than expected.
If We Arrive but Cannot Provide the Service
If we arrive for your booking but cannot safely or reasonably carry out the service because of circumstances at the property, your pet’s behaviour, or important information that was not disclosed to us, no refund or credit will normally be given.
This may include:
Being unable to access your property.
Incorrect or non-working keys, key-safe codes or access instructions.
Somebody unexpectedly being present at the property.
Undisclosed aggressive or unsafe behaviour.
A dog being in season/heat.
Unsafe or unsuitable equipment.
Another undisclosed situation that makes it unsafe or unreasonable for us to continue.
Exceptional circumstances may be considered at our discretion.
Weather
Your pet’s welfare and our safety will always come before completing a service exactly as originally planned.
In extreme heat, extreme cold, snow, ice, thunderstorms, severe or persistent rain, flooding, high winds, weather warnings or other unsafe conditions, we may shorten, change or adapt a service.
For example, a dog walk may need to be shorter than booked, with some or all of the remaining time used for a toilet break, play, companionship or appropriate care at home instead.
If we are able to attend and provide the service but it has to be shortened or adapted because of the weather, no refund or credit will normally be given.
If weather or travel conditions are severe enough that we decide it is unsafe or impossible to attend at all, the affected booking will normally be rearranged or the full value provided as Positive With Paws credit.
Any exceptions will be considered at our discretion.
Force Majeure / Circumstances Beyond Our Control
Sometimes a service may be affected by circumstances outside the reasonable control of Positive With Paws.
This may include, but is not limited to:
Severe weather or natural disasters.
Flooding.
Major road closures or serious transport disruption.
Fire.
Power, utility or widespread communications failures.
Widespread illness or public health emergencies.
Government restrictions.
Civil emergencies.
Other unexpected events that make it unsafe, impossible or unreasonable for us to provide the booked service.
Where possible, we will contact you as soon as reasonably possible and try to adapt or rearrange the service.
If we are able to provide part of the service, or the service has to be shortened or adapted because of circumstances outside our reasonable control, a refund or credit will not normally be given.
If we are completely unable to provide the service, we will normally offer either:
A rearranged booking; or
Full Positive With Paws credit for the affected service.
Any additional refund, credit or alternative arrangement will be considered at our discretion, subject to your statutory rights.
Positive With Paws will not be responsible for additional losses or costs resulting from circumstances outside our reasonable control, to the extent permitted by law.
If Positive With Paws Cancels
If Positive With Paws has to cancel your booking for reasons that are within our control and we cannot provide the service, we will offer:
A rearranged booking; or
Full credit towards a future Positive With Paws service.
If rearranging the service or receiving credit would not reasonably be useful — for example, because you are away and required the pet-care visit on that particular day — you will be offered a full refund for the service we were unable to provide.
Credit
Any credit issued can be used towards an eligible Positive With Paws service.
Credit must normally be used within 6 months of the date it is issued.
Credit cannot normally be exchanged for cash.
Our Discretion
We understand that not every situation fits neatly into a policy.
Positive With Paws may make exceptions to this policy where we believe it is fair and reasonable to do so, including in genuine emergencies or exceptional circumstances.
Any exception, credit, rearrangement or refund offered on one occasion does not mean that the same exception will automatically be offered on another occasion or for future bookings.
Your Statutory Rights
Nothing in this Cancellation & Refund Policy excludes or limits any rights you may have under applicable UK consumer law.