Cancellation & Refund Policy

1. Cancellation and Rescheduling

We understand that plans can change. If you need to cancel or reschedule a confirmed booking, please contact us as soon as possible.

Cancellation charges may apply depending on how much notice we receive before the scheduled service.

Cancellation requests should be submitted using our contact details or through another communication method agreed with our team.

2. Cancellation Charges

The following cancellation charges apply to confirmed bookings, unless a different arrangement has been agreed in writing or applicable law requires otherwise.

The cancellation period is calculated in relation to the scheduled start time of the agreed service.

3. No-Show Policy

A no-show may occur where the customer is unavailable or fails to provide access for an agreed service without giving appropriate notice.

The full agreed service price may be charged for a no-show. Our team may attempt to contact the customer where reasonably appropriate.

If access cannot be provided safely or the agreed arrangements cannot be completed, the service may be cancelled or stopped.

4. Rescheduling a Booking

Customers should contact us as early as possible if they wish to change the date or time of a confirmed booking.

Rescheduling requests are subject to availability and confirmation by our team.

• Changes requested with sufficient notice may be arranged without a cancellation charge, subject to availability.
• Late changes may be treated as cancellations where the original booking cannot be rescheduled.
• Charges may apply in accordance with the cancellation schedule above.
• A new date or time is not confirmed until it has been agreed by our team.

5. Cancellation by Careacquire HoundGo

We may need to cancel, postpone or change a service where this is reasonably necessary, including circumstances involving:

• Safety concerns involving the dog, owner or our team.
• Unexpected staff or operational availability issues.
• Severe weather or other external conditions.
• Incorrect, incomplete or changed booking information.
• Other circumstances outside our reasonable control.

Where we cancel a service, we will contact the customer as soon as reasonably practicable and discuss any available options.

Where payment has already been received for a service that we cancel and no alternative arrangement is agreed, any applicable refund will be considered in accordance with this policy and applicable law.

6. Refunds

A refund may be available where a payment has been made and the relevant service is cancelled in circumstances that qualify for a refund.

Refund eligibility may depend on:

• The reason for cancellation.
• The amount of notice provided.
• Whether the service has already started or been completed.
• Any applicable cancellation charge.
• The agreed service arrangements and applicable law.

7. Refund Method and Processing

Where a refund is approved, we will discuss the applicable refund method with the customer.

Refunds may be processed through the relevant third-party payment provider or by another agreed method, subject to the original payment arrangements and applicable requirements.

The expected processing time will be communicated when the refund is confirmed. The time taken for funds to reach the customer may also depend on the payment provider or financial institution involved.

We do not guarantee that a third-party payment provider will process a refund within a particular timeframe outside our control.

8. Guide Prices and Tailored Quotes

Prices displayed on our website are guide rates only. The final service price is confirmed through a tailored quote and agreed booking arrangement.

Cancellation charges are based on the full agreed service price for the relevant booking, rather than an unconfirmed guide rate.

9. How to Request a Cancellation

Please contact us as soon as possible if you need to cancel or reschedule a booking.

When contacting us, please provide:

• Your name.
• Your dog's name.
• The scheduled date and time of the booking.
• Whether you wish to cancel or reschedule.
• Any relevant additional information.

We will review your request and confirm the next steps.

10. Exceptional Circumstances

We understand that unexpected circumstances may arise. If you need to cancel due to an unusual or exceptional situation, please contact us promptly and explain the circumstances.

Any adjustment to the standard cancellation charges will be considered on a case-by-case basis and is not guaranteed.

11. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time to reflect changes to our services, booking arrangements or legal requirements.

12. Contact Details

If you have questions about cancellations, rescheduling or refunds, please contact Careacquire HoundGo.