Cancellations and refunds

Bookings

Every business you book is a business (a trader), so your consumer rights apply. Prices include the £1.50 booking fee.

Your 14 days to cancel

Under the Consumer Contracts Regulations 2013, you can cancel a booking within 14 days of making it and get everything back, the booking fee included, as long as the appointment hasn’t started. If you book a time within those 14 days, you ask at checkout for it to start that soon (“Start my booking within 14 days if it’s booked that soon”); you can still cancel for a full refund until it starts.

After the 14 days: the business’s cancellation rules

Each business chooses its rules, and you see them before you pay: free cancellation up to 24 hours, 48 hours, 3 days or 7 days before the appointment, and how much of the price is refunded after that (none, half or all of it). The rules you booked under are the ones that apply, even if the business changes them later.

If you cancel

Within 14 days of booking, before it starts: you get everything back, including the £1.50 booking fee.
After that, in the business’s free cancellation window: you get everything back, including the booking fee.
After it: you get back the part of the price the business’s rules allow. The booking fee isn’t refunded.
Once the appointment has started, it can’t be cancelled. If something went wrong, report a problem instead (below).
If you don’t cancel and don’t turn up, you pay in full: the business keeps the payment.

If the business cancels

You always get everything back, including the booking fee.

If something goes wrong

You can report a problem from the start of the appointment until 48 hours after it. We hold the business’s payment while we look into it, and both of you can tell us what happened, with photos. We then decide: a full refund, a part refund, or paying the business. We tell you both what we decided and why.

When refunds arrive

Refunds go back to the card you paid with. They usually show within 5 to 10 working days, depending on your bank.

Shop orders

Changing your mind

You can cancel an order before the seller posts it, for a full refund.
After it arrives, you have 14 days to tell us you want to send it back. You pay the return postage.
The seller refunds what you paid for the items within 14 days of getting them back. If you send back everything you bought from that seller, they also refund the delivery charge you paid.
Some things can’t be returned just because you changed your mind: personalised items, food and other things that go off, and sealed items (for hygiene) once opened. The product page says so.

Faulty, damaged or not as described

Tell us within 30 days of delivery, and send it back. The seller refunds the item and what you paid to post it back (up to £25, with a tracking number). Your rights under the Consumer Rights Act aren’t affected.

If a seller doesn’t refund

Sellers refund once the return arrives. If they haven’t within 14 days of you posting it: sent with tracking, we refund you ourselves; without tracking, we look into it and decide.

Sellers are paid 7 days after delivery, so there’s time to put things right.

Pro plans for businesses

Cancel any time from Your plan. Your plan carries on to the end of the month or year you’ve paid for, and isn’t refunded for the time left.

Questions or complaints

Email hello@pookydog.co.uk with your booking or order reference. We aim to reply within 2 working days.