Refund Policy

Overview

PawNest is committed to a fair and transparent refund experience. This policy applies to all bookings made through the PawNest mobile application or website. By completing a booking, you agree to the terms set out below.

Refund Schedule

Refunds are calculated based on how far in advance of the scheduled service the cancellation is made:

Payment & Processing

All payments on PawNest are securely processed through Razorpay. PawNest acts as the merchant of record for all transactions. By completing a booking, you authorize PawNest to charge your selected payment method for the full booking amount including applicable service fees.

Refunds are credited back to the same payment source (UPI, card, net banking, or wallet) used at the time of booking.

How to Request a Refund

To initiate a cancellation or refund request, contact our support team:

Please include your registered email address, booking ID, and the reason for cancellation. Our team will review and respond within 2 business days.

Non-Refundable Situations

• Cancellations made less than 1 hour before the scheduled service.
• No-shows where the user fails to present for the booked service.
• Bookings cancelled after the service has been completed.
• Cases where misuse of the platform, repeated cancellations, or fraudulent activity is suspected.

PawNest reserves the right to deny refund requests in cases of policy abuse or violations of our Terms of Service.

Chargebacks & Disputes

We encourage users to contact our support team before initiating a chargeback with their bank or payment provider. If a chargeback is raised without prior communication, PawNest reserves the right to:

• Suspend or terminate the associated user account.
• Share transaction data with Razorpay and the issuing bank to contest the claim.
• Recover any disputed amounts along with applicable processing fees.

Fraudulent or abusive chargeback activity may be subject to legal action under applicable Indian law.

Platform Responsibility

PawNest is a technology platform that connects users with independent service providers. While PawNest facilitates bookings and handles payments, it does not directly deliver pet grooming or related services. PawNest does not guarantee the quality or outcomes of services provided by independent tenants on the platform.

To the extent permitted by applicable law, PawNest's total liability for any claim shall not exceed the amount paid for the specific booking giving rise to that claim.

Governing Law

This Refund Policy is governed by the laws of India. Any disputes arising out of or related to this policy shall be subject to the exclusive jurisdiction of the courts located in Kochi, Kerala, India.

Contact & Registered Address