Payment & Payout Terms

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

These Payment & Payout Terms explain how PawTrack processes payments and completes payouts to Pet Professionals. All card payments on PawTrack are handled through Stripe.

1. How Payments Work

PawTrack uses Stripe to process all card payments on the platform. When a Pet Parent makes a booking, Stripe handles the transaction and confirms the payment status to PawTrack.

  • 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.

All payments must be made through PawTrack’s Stripe integration. Off-platform payments are prohibited.

2. Pricing & Fees

Pet Professionals set their own service prices. PawTrack adds a clearly shown PawTrack Service Fee (platform booking fee) at checkout to support platform operations and customer support. This fee is not a commission taken from the Professional’s rate.

  • The PawTrack Service Fee 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 Service Fee is generally non-refundable.

3. Refunds

Refunds follow the platform-wide cancellation and no-show rules. When eligible, refunds are initiated through Stripe back to the original payment method.

  • 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

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 has already been issued for the appointment.
  • Stripe has placed the account on hold or is not ready for payouts.

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

5. Disputes & Chargebacks

Payment disputes (chargebacks) are handled through Stripe and the user’s bank. If a chargeback occurs, Stripe may withhold funds while the dispute is resolved.

  • We may provide platform records if Stripe requests evidence.
  • Stripe and the user’s bank make the final decision, not PawTrack.

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

6. Off-Platform Payments

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

  • All payments for PawTrack bookings must be made through the platform.
  • Pet Professionals must not accept direct payments for PawTrack appointments.
  • Pet Parents must not offer off-platform payments.

Repeated or intentional off-platform payments 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.