Cancellation, refunds & no-shows
Every figure on this page is generated from the policy engine that actually runs at checkout.
Version 2.0 · PawSphere Technologies Private Limited, Bengaluru, Karnataka
If you cancel
The policy that applies is the one shown to you before you paid. It is snapshotted onto your booking, so a provider changing their template later never affects an appointment you have already made.
| When you cancel | Refund to you | Provider keeps | Our commission |
|---|---|---|---|
| 24 hours or more before | 100% | 0% of the fee | Reversed in full |
| 4 hours or more before | 75% | 25% of the fee | Reversed in full |
| Between now and the start time | 50% | 50% of the fee | Reversed in full |
| After the appointment has started | 0% | 100% of the fee | Retained |
Providers may choose a stricter or more lenient template from a fixed set: Flexible, Standard, Strict. Whichever applies is shown on the provider’s profile and again in the checkout summary.
If the provider cancels
You get 100% back, regardless of timing. We also offer one-tap rebooking with an alternative provider, and where that alternative costs more we absorb the difference up to ₹300 as a service-recovery cost. Providers who cancel inside four hours of a slot accrue a reliability penalty: three in a rolling 30 days triggers a conversation, five affects their search ranking.
No-shows
A provider can only mark a no-show after the slot end time plus a 15-minute grace period. You are charged in full and the provider receives their share. You are notified immediately and may dispute within 48 hours. Three no-shows in 90 days means future bookings require prepayment confirmation and lose access to free cancellation.
Limits, stated plainly
- Free cancellations are capped at three per rolling 30 days. Beyond that, the 4–24 hour tier applies however early you cancel.
- More than five disputes in 90 days routes every subsequent dispute to manual review.
- Refunds always return to the instrument you paid from. There is no store-credit balance and no cash-out path.
- A refund reverses the proportionate GST, the proportionate commission and the GST on that commission, and generates a credit note with its own sequential number. Invoices are never edited or deleted.
Tax on refunds
GST TCS is computed on the net value of taxable supplies, so a supply returned in the same month reduces the base. Where a refund crosses a month boundary, the adjustment is made in the later month’s GSTR-8 return. The current rates are 0.5% TCS under Section 52 of the CGST Act and 0.1% TDS under Section 194-O, both applied to the provider’s settlement rather than to your payment.
Something not right?
Raise a dispute from the booking itself within 48 hours of the visit. Both sides can attach evidence, the message history is attached automatically, and we aim to resolve within three business days. Settlement to the provider is frozen until it closes.