Pet Care Go

Cancellation Policy

Last updated: September 17, 2026

1. Overview

This Cancellation Policy explains how bookings can be cancelled or rescheduled on PetCareGO, when refunds apply, and what happens if a service provider cancels. It supplements our Terms of Service and applies to all bookings made through the Platform.

2. When You Can Cancel

A booking can be cancelled by the pet parent while it is in pending or confirmed status. Once a booking moves to in progress, it can no longer be cancelled through the app — please contact the provider or PetCareGO support directly.

Booking statusCan I cancel?PendingYesConfirmedYesIn progressNo — contact supportCompletedNoCancelledAlready cancelled

3. Cancellation Windows and Refunds

Refund eligibility depends on how far in advance you cancel relative to the scheduled appointment time:

Time before appointmentRefundMore than [24 hours] beforeFull refundBetween [X] and [24] hours beforePartial refund ([X]% of the booking amount)Less than [X] hours before, or after appointment time (no-show)No refund

  • Refunds are issued to the original payment method via Stripe and may take several business days to appear, depending on your bank or card issuer.

  • Add-on charges are refunded on the same basis as the base service unless stated otherwise at checkout.

  • Any applicable PetCareGO service fee may be non-refundable; this will be shown at checkout before you confirm payment.

4. How to Cancel

  1. Go to Bookings in the app.

  2. Open the booking you want to cancel.

  3. Select Cancel Booking and confirm.

  4. You'll receive a cancellation confirmation and, if eligible, a refund status update through in-app notifications.

5. Rescheduling

If you'd prefer to change your appointment time rather than cancel, use Reschedule from the booking details screen, subject to the provider's availability. Rescheduling is available for bookings in pending or confirmed status and does not incur a cancellation charge, though repeated last-minute rescheduling may be treated as a cancellation under this policy.

6. Cancellations by the Service Provider

If a provider cancels a confirmed booking, or is unable to fulfill it (e.g., due to unavailability or an emergency):

  • You will be notified immediately through the app.

  • You will receive a full refund of the amount paid, regardless of how close the cancellation is to the appointment time.

  • You may rebook with the same provider at a later time or choose a different provider at no additional cost.

7. No-Shows

If you are not available at the scheduled time and location for the service, and the provider is unable to reach you or complete the service, the booking may be marked as a no-show and treated as a late cancellation under Section 3 (no refund).

If a provider fails to show up for a confirmed booking, you are entitled to a full refund and may report the incident through the booking details screen or by contacting support.

8. Disputes

If you believe a cancellation, refund amount, or no-show designation was handled incorrectly, contact PetCareGO support within [7 days] of the appointment date with your booking reference. We will review the booking record and respond with a resolution.

9. Changes to This Policy

We may update this Cancellation Policy from time to time. Material changes will be communicated through the app, and the applicable policy is the one displayed at the time you make a booking.

10. Contact Us

Email: info@amm-labs.com Address: Amman, Jordan