No-Show Policy

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

PawTrack is designed to promote reliability and fairness for both Pet Parents and Pet Professionals. A No-Show is when one party fails to attend or make the pet available for a confirmed appointment without cancelling in advance.

1. What Counts as a No-Show?

A No-Show can be claimed by either party once the appointment start time has passed and the minimum claim delay is met (15 minutes by default). Claims must be made within 24 hours of the appointment start time.

  • Parent No-Show: The Pet Parent does not attend or make the pet available.
  • Professional No-Show: The Pet Professional does not arrive or fails to attend.

The platform enforces a delay (minutes after start) before claims can be submitted.

2. How No-Shows Are Confirmed

  • Either party can file a no-show claim in the app.
  • If both parties agree on who missed the appointment, the no-show is confirmed.
  • If there is a dispute, a response window (24 hours by default) is available for additional evidence.

No-show responses may include optional location evidence recorded in the platform.

3. Reliability Impact

Confirmed no-shows are recorded as reliability events for the party who missed the appointment.

  • Parent No-Show: Major reliability impact.
  • Professional No-Show: Major reliability impact.

4. Refunds & Payouts for No-Shows

4.1 Parent No-Show
  • No refund is issued.
  • No-show appointments are not eligible for automatic payouts.
4.2 Professional No-Show
  • If a Professional is confirmed as a no-show, the Pet Parent receives a refund of the remaining appointment amount. This includes the Service Fee when a full refund applies.
  • Refunds are only issued if the payment is still eligible (for example, no payout has been completed).

Refunds are initiated through Stripe and timing depends on Stripe and your bank.

5. Disputing a No-Show

If you believe a No-Show was recorded in error, you may request a review by contacting support.

PawTrack may update this policy to maintain fairness, safety, and platform integrity. The latest version will always be available on this page.