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Payment & Payout Terms

Version v3-group-walk-withdrawal-1 · Effective date: 29 July 2026 · Last updated: 29 July 2026

These Payment & Payout Terms explain how PawTrack processes payments and completes payouts to Pet Professionals. A booking page tells both participants whether PawTrack handles payment through Stripe or whether the Professional has chosen to arrange payment directly.

1. How Payments Work

When a booking is marked PawTrack payment, PawTrack uses Stripe to authorise and process the card payment. When it is marked payment arranged directly, the Parent and Professional agree the method and timing themselves and PawTrack does not receive or verify the money.

  • We do not store credit card numbers or CVV data.
  • We store Stripe PaymentIntent and Checkout Session IDs to track payment status.
  • A booking is considered paid once Stripe confirms payment.

A direct payment is permitted only where the booking page expressly says that the Professional arranges payment directly. Asking to bypass the payment method recorded on a booking is prohibited.

2. Pricing & Fees

Pet Professionals set their own service prices. For PawTrack-processed payments, PawTrack adds a clearly shown PawTrack Service Fee (5% of the appointment price) (platform booking fee) at checkout to support platform operations and customer support. Direct-payment bookings have no Parent service fee. The Professional's business subscription still applies. The service fee is not a commission taken from the Professional’s rate.

  • The PawTrack Service Fee (5% of the appointment price) is shown upfront at checkout.
  • The appointment price shown on the Professional’s listing is the amount paid to the Professional.
  • Stripe processing fees are handled by Stripe after payment completes.
  • Refunds are calculated on the appointment price; the 5% Service Fee is generally non-refundable.

3. Refunds

For PawTrack-processed payments, refunds follow the platform-wide cancellation and no-show rules and, when eligible, are initiated through Stripe. PawTrack cannot issue or verify a refund for money arranged directly; the Parent must discuss it with the Professional. This does not remove either participant's rights or obligations under applicable law.

  • More than 24 hours: 100% refund
  • Between 6 and 24 hours: 50% refund
  • Less than 6 hours: 0% refund
  • Professional No-Show (confirmed): full remaining refund
  • Parent No-Show: no refund issued
  • Participant dispute resolved for the parent: all remaining captured funds, including the PawTrack Service Fee
  • One dog removed from a household Group Dog Walk: before capture, the remaining household price and 5% fee are recalculated; after capture, only the Professional-price reduction follows the timing bands and the captured fee is retained.

Full details are available in our Refund Policy and Cancellation Policy.

4. How Payouts Work

Payouts to Pet Professionals are completed through Stripe Connect. Stripe must verify the account before payouts can be enabled.

4.1 Payout Requirements

  • A connected Stripe account with payouts enabled.
  • Stripe details submitted and verified by Stripe.

4.2 When Payouts Are Sent

Payouts are issued after an appointment is marked Completed and the payout delay has passed (24 hours by default).

4.3 When Payouts Are Not Sent

  • The appointment is cancelled or marked as a no-show.
  • A refund is still settling or a full-refund outcome leaves no Professional entitlement.
  • Stripe has placed the account on hold or is not ready for payouts.
  • A participant dispute, active chargeback, or Finance exception still blocks settlement.

When Stripe mode is enabled, payouts are transferred via Stripe Connect.

A household Group Dog Walk may remain payout-eligible after a settled per-dog partial refund. PawTrack deducts only the refunded Professional-price portion and never pays out until Stripe's cumulative refund matches the audited withdrawal record.

5. Disputes & Chargebacks

Payment disputes (chargebacks) are controlled by Stripe and the cardholder’s bank. PawTrack records provider updates and freezes affected settlement. A chargeback is not automatic proof that the Pet Parent misused PawTrack.

  • We may provide platform records if Stripe requests evidence.
  • Stripe and the user’s bank make the final decision, not PawTrack.
  • PawTrack does not issue an ordinary Stripe refund while a chargeback is open, because the disputed funds have already been reversed.
  • A bank reversal counts towards any parent entitlement and PawTrack will not refund the same amount twice.
  • A chargeback loss requires audited Finance approval before any professional or cancellation entitlement is released.

PawTrack may temporarily restrict a Pet Parent account during review. Permanent closure requires a separate, documented Admin finding of knowingly false, duplicate, or payment-evasion misuse and includes a 14-day Support appeal window.

For general disputes unrelated to payments, see our Dispute Resolution Policy.

6. Direct and Unrecorded Payments

To maintain fairness, safety, and refund protections, the following rules apply:

  • Use the payment method clearly recorded on the booking request.
  • A Professional may arrange payment directly only after the business Owner enables that option and accepts the displayed responsibility warning.
  • Neither participant may ask the other to bypass a PawTrack-processed payment or misrepresent a direct payment as handled by PawTrack.

Repeated or intentional attempts to bypass the recorded payment method may result in account action under the Moderation Policy.

7. Taxes & Professional Responsibilities

Pet Professionals operate as independent contractors. You are responsible for:

  • Your own income reporting and tax obligations.
  • Maintaining proper insurance coverage.
  • Compliance with local business regulations.

PawTrack does not collect or remit taxes on your behalf.

8. Contact

If you have questions about payments or payouts, contact:

PawTrack may update these Payment & Payout Terms to maintain clarity and transparency. The most recent version will always be available on this page.