This Refund and Cancellation Policy applies to all customized, in-home dog walking services booked through www.dogwalkora.com. We aim to provide clear, transparent, and fair procedures for cancellations, rescheduling, and refund requests.

1. Service Owner & Operations

• Brand Name & Business Owner: dogwalkora (Sole Proprietorship)
• Website: www.dogwalkora.com
• Email: premium@dogwalkora.com
• Phone: +44 1202 549167
• Address: Columbia Road, Bournemouth, Dorset, BH10 4EG, United Kingdom

Service Scope: Our services are offered exclusively to customers located in Europe (including the UK and EU member states) and the United States.

2. Nature of Services & Delivery

• One-Time Purchase: All bookings placed on our website represent single, one-time service purchases. We do not charge recurring subscriptions or automatic fees.
• No Physical Shipping / Tracking: Our services consist entirely of in-person, on-site, in-home dog walking. No physical items are shipped, and no physical delivery tracking numbers are generated. Service confirmation is issued electronically via email.

3. European Consumer Rights & Waiver of 14-Day Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013, consumers generally have a 14-day right to cancel distance contracts. However, given the immediate scheduling and customized nature of our in-home pet services, the following mandatory statutory rule applies:

• IMPORTANT WAIVER NOTICE: By submitting a booking request and consenting to service performance on a scheduled date, you explicitly acknowledge and agree that once service delivery or booking performance has commenced, you forfeit and waive your statutory 14-day right of withdrawal/cancellation.

4. Cancellation & Refund Eligibility

We understand that schedules change. Refunds and cancellations are governed by the following rules:

• Full Refund (Notice given 24+ hours in advance): You may cancel or reschedule your booking up to 24 hours prior to the scheduled service start time for a 100% full refund.
• Non-Refundable (Notice under 24 hours): Cancellations made less than 24 hours before the scheduled service start time are non-refundable, as resources and walking slots are allocated exclusively for your booking.
• Unable to Access Property: If our walker arrives at the designated address but cannot gain access to the premises due to incorrect entry instructions, missing key codes, or owner absence, the service will be marked as fulfilled and is non-refundable.
• Completed Services: Once a dog walking session has been fully rendered, no refunds will be issued.

5. Payment Processing & Refund Method

• Stripe Processing: All online payments and refunds are processed securely via Stripe.
• Processing Time: Approved refunds will be credited back to your original payment card or payment method through Stripe within 5 to 10 business days, depending on your card issuer’s processing times.
• No Cash Refunds: Refunds will only be issued to the original credit/debit card or account used for the initial transaction.

6. Merchant-Initiated Cancellations

In rare circumstances where dogwalkora must cancel a booking due to severe weather conditions, walker illness, or safety concerns regarding an undisclosed aggressive pet:

• If canceled by us prior to service commencement, you will receive a 100% full refund.
• Alternatively, you may choose to reschedule the service to a mutually agreed date at no additional cost.

7. Chargeback Prevention & Dispute Resolution

If you are dissatisfied with a service session or believe an error occurred with your payment, you agree to contact us directly at premium@dogwalkora.com before opening a payment dispute or chargeback with your bank or credit card provider. We are committed to resolving all legitimate customer concerns promptly and directly.

8. Contact Information

To request a cancellation, rescheduling, or refund, please reach out with your booking details to:

• Email: premium@dogwalkora.com
• Phone: +44 1202 549167
• Address: Columbia Road, Bournemouth, Dorset, BH10 4EG, United Kingdom