Requests, offers and cancellations for providers

Last updated: October 15, 2026

A direct booking request asks you to accept care. An open owner request asks providers to send offers. In either case, check the details and the confirmed booking status before making plans around the job.

1. Respond to a direct booking request

Review the package, pets, dates, location, care instructions, cancellation terms and payout estimate. Use Pawprint messages to clarify anything you need to know. Accept only care you can provide; otherwise decline promptly.

In the saved-card flow, accepting charges the owner’s card and confirms the booking only after payment succeeds. Other flows use a payment hold. If the app reports a payment problem or leaves the booking pending, follow its next steps and check the status again before treating the care as confirmed.

2. Send an offer on an owner’s request

Browse open requests in the app and check that the care and location fit what you offer. You need identity and phone verification, Stripe payment setup and an accepted Provider Agreement before making an offer.

Include a message describing the care and a price for the whole job. The offer price is the booking total; Pawprint does not automatically multiply it by the number of pets. Include all the requested visits or dates in your quote, and review any proposed date or time.

The owner chooses an offer and completes the required payment steps. Sending an offer is not a confirmed booking. If the owner proposes a counteroffer and you accept that price, the owner still needs to finish booking. Keep service payments on Pawprint.

3. If an owner cancels

Check the policy saved on that booking. Under the current policy, an owner can cancel free before 24 hours ahead of a timed service, or before noon in the provider’s local time three calendar days before the first day of all-day, overnight or multi-day care.

At or after the deadline, the current late fee is 50% of the amount charged after discounts, capped at $150, unless an exception applies. The rest is refunded to the owner. The app shows the owner the fee before confirmation; older bookings can have different saved terms.

Your cancellation payout is the collected late fee minus Pawprint’s cancellation share and the processing amount calculated on that fee. The normal booking platform fee is not also deducted. You do not receive the full service price or the full cancellation fee. Check the booking’s cancellation payout for your amount; do not apply the normal 10% booking formula or assume a client-invite rate makes the cancellation fee-free.

For example, $100 charged to the owner produces a $50 late fee under the current policy. Your payout is what remains of that $50 after the cancellation share and processing deductions. A successfully collected late fee enters a 24-hour release window from cancellation, followed by the usual transfer and Stripe payout checks. A waiver removes that compensation.

4. Check exceptions before relying on a late fee

• Pending booking requests, recurring-series visits and bookings with no charge have no late-cancellation fee.
• After the scheduled start, a booking still marked accepted with no provider check-in can be cancelled by the owner without a late fee. Once care starts, use the booking’s check-in action.
• The published policy provides a one-hour grace period for bookings confirmed within the late window. Check the booking’s displayed grace deadline; if it is missing or a fee conflicts with the policy, contact support before confirming a cancellation.
• There is no automatic first-late-cancellation waiver in the current settings. You can waive a charged late fee; support may also waive it for documented exceptional circumstances.

Free consultations and free meet-and-greets have no cancellation charge. The published terms also promise full refunds for consultations and meet-and-greets, but a paid consultation can currently show a late fee. If that happens, contact support before confirming; do not assume that fee is owed to you.

5. If you need to cancel or change care

If you cancel, the owner receives a full refund of the amount paid, or release of any uncaptured hold. The owner owes no cancellation fee, and you receive no late-cancellation compensation. The cancellation policy does not impose a separate monetary cancellation fee on you.

Message the owner promptly and cancel through the booking, rather than leaving a confirmed booking unattended. Pawprint records provider cancellations. Under the published terms, repeated or late cancellations can reduce search visibility and lead to account review or suspension.

For a confirmed timed booking, you can propose a date or time change; it takes effect only when the other party accepts. An agreed reschedule is not a cancellation and has no cancellation fee. All-day, multi-day and recurring care use different controls, so contact the owner or support if the change option is unavailable.

If care has already started or a cancellation does not match the circumstances, use Settings → Help & Support or email support@pawprint.company.

Related reading

• Set up your provider profile and first listing
• Getting paid as a Pawprint provider
• Bring your own clients to Pawprint
• How Pawprint fees work
• All help topics