Effective date: 1 April 2026
This Refund Policy explains when refunds may be available for services booked through the Mads for Dogs website, mobile applications, and related platform interfaces.
Mads for Dogs operates a pet care platform through which users may request, arrange, and manage dog walking, pet sitting, and related services. As bookings may involve confirmation, service-provider allocation, scheduling, administrative handling, and payment processing, refunds are available only in limited circumstances and in accordance with this Refund Policy.
This Refund Policy applies to eligible booking-related payments made through the platform. By booking or purchasing services through our platform, you agree to this Refund Policy.
Refunds may be considered only where the booked service was not delivered as described.
Refunds are not granted automatically and are not available simply because a user changes their mind after purchase or no longer wishes to proceed with a booking.
We may also review refund requests in limited operational circumstances, such as duplicate payment, payment taken in error, or an eligible cancellation made before the service starts, where applicable.
Any refund request must be submitted within 7 days from the date of purchase or booking.
Requests submitted after this period may be rejected, unless a longer period is required under applicable law.
Subject to this Refund Policy, we may consider a refund where:
Submitting a refund request does not guarantee that a refund will be issued.
To the fullest extent permitted by law, refunds will generally not be granted where:
Where a booking is cancelled before the scheduled service begins, we may consider whether a full refund, partial refund, or no refund is appropriate based on the circumstances of the cancellation.
In assessing refund eligibility, we may take into account factors such as:
Where permitted by law, we may reduce or decline a refund where reasonable costs have already been incurred before the cancellation.
We do not currently offer subscription services under this Refund Policy.
We also do not provide automatic refund rights for bookings or services involving individual scheduling, service-provider allocation, tailored arrangements, or advance preparation once work or preparation relating to the booking has begun.
Where a booking is cancelled before the service starts, any refund eligibility will be assessed under Section 5 above.
We do not currently offer discounted services or promotional service packages under this Refund Policy.
If this changes in the future, separate refund rules may apply where permitted by law.
Refund requests must be submitted by email to info@madsfordogs.co.uk or through any online refund request or support form made available through our platform.
To help us review your request, please include:
We may request additional information where reasonably necessary to assess the request.
We aim to review refund requests within 7 days after receiving all information reasonably required to assess the request.
If additional information is needed from you, the review period may be extended until that information is provided.
If a refund is approved, we aim to process it within 7 days.
Approved refunds will normally be returned to the original payment method used for the relevant transaction through the platform or its payment processor, unless otherwise required by law or agreed by us in exceptional circumstances.
Actual receipt times may vary depending on your bank, card issuer, payment provider, or card network. We are not responsible for delays caused by third-party payment providers, financial institutions, or other external payment systems.
We will normally notify you by email once your refund request has been reviewed and, where applicable, once any approved refund has been processed.
We reserve the right to reject any refund request where we reasonably suspect fraud, abuse of the refund process, dishonest conduct, misuse of the platform, or a breach of our Terms of Service, Acceptable Use Policy, or other applicable rules.
Where appropriate, we may also suspend, restrict, or investigate platform access or related activity while the matter is reviewed.
Before initiating a chargeback with your bank or payment provider, please contact us first at info@madsfordogs.co.uk so that we can review the issue and attempt to resolve it directly.
If a chargeback is initiated without valid grounds, we reserve the right to dispute it and provide relevant booking, payment, communications, platform, or service records to the relevant payment provider or financial institution.
Nothing in this Refund Policy excludes, restricts, or limits any rights that you may have under applicable consumer protection law where such rights cannot lawfully be excluded or limited.
For the avoidance of doubt, any mandatory cancellation, refund, or consumer protection rights available under applicable law will continue to apply where required.
We may update this Refund Policy from time to time to reflect changes to our services, booking processes, payment arrangements, legal obligations, or business operations.
Any updated version will become effective when posted through our website, app, or other relevant platform interface, unless a later effective date is stated.
If you have any questions about this Refund Policy or would like to submit a refund request, please contact us at:
Email: info@madsfordogs.co.uk