Dispute Resolution Policy

Effective date: 01/02/2025 · Last updated: 01/02/2025

PawTrack is designed to support fairness, transparency, and safe interactions between Pet Parents and Pet Professionals. While most appointments run smoothly, disagreements can occasionally arise.

1. Our Role in Disputes

PawTrack is a booking and communication platform. We do not employ Pet Professionals and do not supervise appointments. For that reason:

  • We do not provide legal advice or mediation.
  • We do not determine who is right or wrong in care disputes.
  • We apply platform rules using data recorded in the platform.

2. When You Can Request a Review

You may contact PawTrack Support if you believe:

  • A cancellation or no-show was recorded in error.
  • A reliability event does not match what happened.
  • A refund was applied incorrectly.

For no-show claims, the platform enforces time windows and response steps described in the No-Show Policy.

3. What PawTrack Reviews

When a dispute is submitted, PawTrack reviews information recorded on the platform. This may include:

  • Appointment Timeline entries.
  • Booking history and cancellation timestamps.
  • No-show claims and response evidence.
  • Messages exchanged through PawTrack.
  • Payment and refund data.

We cannot review information exchanged outside of PawTrack (such as external messages or verbal agreements).

4. What PawTrack Can and Cannot Change

We can adjust when:
  • A policy was applied incorrectly in the platform.
  • A technical error affected an appointment or refund.
We cannot intervene when:
  • Parties disagree on the quality of care.
  • The dispute relates to off-platform activity.
  • The dispute cannot be validated with platform data.

5. Payment Disputes & Chargebacks

Payment disputes (chargebacks) must be handled through Stripe and the user’s bank. Stripe may temporarily withhold funds while the dispute is resolved. PawTrack does not override decisions made by banks or Stripe.

6. How to Submit a Dispute

Disputes can be submitted via email to our support team. Please include:

  • The appointment ID.
  • A brief summary of the concern.
  • Any relevant evidence available through the platform.

Repeated submission of abusive or bad-faith disputes may affect account standing.

PawTrack may update this Dispute Resolution Policy to maintain fairness, transparency, integrity, and safety. The latest version will always be available on this page.