Payments, refunds and disputes
Last updated: October 15, 2026
Pawprint uses Stripe for payments. Your booking’s payment details tell you what you’re paying and its payment status. Here’s how a request, a card charge and a provider payout fit together.
When is my card charged?
In the saved-card flow, requesting care saves your card without charging it or placing a booking hold. Your card is charged when the provider accepts, before care starts. If the charge fails, the booking stays pending until the payment issue is resolved and acceptance succeeds.
Other booking flows authorize an upfront hold. Older bookings can capture that hold in connection with acceptance or completion, as described in the payment terms. Follow the payment explanation on your booking rather than assuming every pending bank entry is a completed charge.
Pet owners do not pay a Pawprint booking or platform fee. Review the service total before confirming; cancellation fees can still apply under the cancellation policy.
Why do I see a pending card hold?
An authorization temporarily reserves funds on your card; it is different from a captured payment. If a request using an upfront hold is declined or expires before acceptance, the authorization is released. If payment was already captured, it needs a refund instead.
Released holds and refunds may take 5–10 business days to appear on your statement, depending on your bank. That is not an instant-return guarantee. If the status looks wrong or the money has not appeared, contact support with the booking details.
How do refunds work?
Refunds go back to the original payment method. A provider cancellation refunds the booking payment in full. An owner’s late cancellation can leave a cancellation fee, with the remainder refunded. When a promotion reduced your payment, only the amount you actually paid can be refunded.
If the service was not completed as described, you can ask Pawprint to review it. A complaint does not automatically mean a full refund: the team reviews the circumstances and may issue a full or partial refund, or decide no refund is due.
How do I dispute a completed booking?
Open the completed booking and use its dispute option. Choose the reason and describe what happened. The usual deadline is 24 hours after the later of completion and the scheduled end date. For automatically completed bookings, the window is 48 hours from that same starting point. Check the deadline shown on your completed booking.
The in-app dispute option is only available for a completed booking within its dispute window, and one dispute can be filed per booking. If the booking is still active, the window has closed or you cannot use the option, contact support with the booking details. Contacting support does not reopen the in-app window or guarantee a refund.
For completed services, eligible provider payouts are released after the dispute window. An open dispute or a payout hold can delay that release while the issue is reviewed.
How do I get help?
In the app, go to Settings → Help & Support, or email support@pawprint.company. Include the booking, provider, date and a clear description of the charge or service issue. Keep relevant messages and photos available to explain what happened.
Common questions
Am I charged when I send a booking request?
In the saved-card flow, no: the card is saved and charged when the provider accepts. Other flows may place a temporary authorization hold first. Check the payment explanation on your booking.
How long do I have to raise a booking dispute?
The usual window is 24 hours, or 48 hours for an automatically completed booking, measured from the later of completion and the scheduled end date. Use the completed booking’s dispute option within that window, or contact support if it is unavailable.
Will a refund appear on my card immediately?
Not necessarily. Released holds and refunds may take 5–10 business days to appear, depending on your bank. Refunds return to the original payment method; contact support if you need help checking the status.
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Related help
Need a hand? Email support@pawprint.company or use Settings → Help & Support in the app.