Legal
Refunds and cancellations
What happens to your money when an order is not collected, a booking is cancelled, or something goes wrong.
How payment is held
Your payment is taken when you order and held until you collect, or until the service is complete. The business is not paid before then.
Once the work is done or the goods are collected, a release window of 24 or 48 hours runs before the business is paid. The business sets which.
Cancelling an order before collection
Cancel before the business has picked your order and you are refunded in full.
After it has been picked, the business's own cancellation terms apply. They are shown on the storefront before you pay.
Orders you do not collect
Collection orders have a grace period of 72 hours from the time they are ready.
If the grace period passes, the order is cancelled and refunded to you less a collection charge of 10% of the order value. The business keeps that charge, and their normal transaction fee applies to it.
Cancelling a booking
Each business sets its own cancellation window and deposit terms. Both are shown before you book and again in your confirmation.
Cancel inside the window and the deposit terms the business set apply. Cancel outside it and you are refunded in full.
When a business cancels
You are refunded in full, including any deposit, whatever the timing.
Partial refunds
A refund can be for part of an order. Refunds accumulate against the original transaction rather than replacing it, so the history stays readable.
Where a product is returned and restocked, the stock is corrected by a movement, so the reason stays visible in the business's records.
Disputes
If you raise a dispute with your card issuer, Petworking submits the business's evidence and the card network decides. We do not decide it and we cannot overturn it.
Talking to the business first is usually faster.
Statutory rights
Consumer protection law where you live applies in addition to these terms, including any cooling-off period it gives you. Where it gives you more than these terms do, it wins.
Fees on a refund
You always receive the full amount you paid back. Payment processing and marketplace commission stay charged to the business, including on a partial refund, because the card processor has already been paid. The business sees the fee outcome before it confirms the refund.