Cancellations and changes
Last updated: October 15, 2026
Plans change. Before you cancel, open the booking and review the cancellation preview: it shows the fee and refund for that booking before you confirm.
When can I cancel free of charge?
The current deadlines are:
- Timed services: cancel before 24 hours ahead of the start time.
- All-day, overnight or multi-day services: cancel before 12:00 PM in the provider’s local time, 3 days before the first day.
For example, a timed booking starting Friday at 2 PM has a Thursday 2 PM deadline. An overnight stay beginning Friday has a Tuesday noon deadline in the provider’s time zone.
The cancellation deadline and fee terms are saved with your booking. Check those details rather than applying today’s rules to an older booking. An agreed change of start time can move the deadline.
What is the late-cancellation fee?
At or after the deadline, the current fee is 50% of the amount charged for the booking, capped at $150. The rest is refunded to the original payment method. If a discount reduced what you paid, the fee is based on that reduced amount.
For example, if you paid $100, the late fee is $50 and the refund is $50. If you paid $400, the cap makes the fee $150 and the refund $250. The booking’s cancellation preview shows your exact amount.
If the provider accepts after the free-cancellation deadline, you have 60 minutes (one hour) after acceptance to cancel free of charge. There is currently no automatic first-late-cancellation waiver.
Which bookings are exceptions?
Pending requests and recurring-series visits have no cancellation fee. Free consultations and free meet & greets have no cancellation charge. If a provider cancels, you receive a full refund of any payment taken for the booking.
For a paid consultation, contact support before confirming any cancellation that shows a fee: the published cancellation terms say consultations are refunded in full, but a paid consultation can currently show a late fee in its booking preview.
A provider can waive a cancellation fee, and Pawprint may waive one for documented extenuating circumstances. A waiver is not automatic; contact support with the details.
Can I change the date or time?
For an eligible confirmed timed booking, you can propose a new time. It changes only when the other person accepts, and an agreed time change has no cancellation fee. An ordinary time-change request that is declined leaves the original booking in place.
“Reschedule instead of cancelling” has a different outcome. If you choose that option and the provider declines or the request expires unanswered, the booking is cancelled under the fee terms shown when you asked. The request expires at the earlier of the original and proposed start times. Asking for a change does not by itself waive a late fee.
All-day and multi-day bookings cannot currently use the in-app reschedule flow. Message the provider or support about your options before cancelling and rebooking. Recurring visits use the series controls instead.
What if care has already started?
Once a booking is in progress, owners cannot cancel it through the normal cancellation action. Message the provider and contact support about the problem. Ending a stay early at your request does not create a refund for the unused time.
If care was not delivered as agreed, read payments, refunds and disputes. The completed-booking dispute option has a deadline.
Common questions
What if the provider cancels or declines?
A provider cancellation carries no owner cancellation fee and refunds any payment taken for the booking in full. A declined request also costs you nothing: an authorization is released, or an already captured payment is refunded.
Is my first late cancellation free?
There is currently no automatic first-late-cancellation waiver. Review the fee shown on your booking before you confirm. A provider may waive a fee, or you can ask support about documented extenuating circumstances.
What if the provider has not checked in after the start time?
Message the provider and check the booking status. If the scheduled start has passed and the booking is still accepted, with no check-in starting care, the cancellation preview allows cancellation without a late fee. If it is already in progress, contact support instead.
Read the full cancellation terms.
Looking for different care?
Compare providers and their services, or tell local providers what you need.
Related help
Need a hand? Email support@pawprint.company or use Settings → Help & Support in the app.