Refund policy

Last updated: 7 October 2026

1. What this policy covers

This policy explains appointment changes, cancellations and refund requests for Paws on Wheels doorstep grooming. Read it before confirming your visit. We don’t take payment through this website: you pay our team directly, after the groom, so there’s rarely money to refund in the first place. Where this policy and our Terms of service describe the same thing, this page is the detailed version.

2. Rescheduling or cancelling

Rescheduling or cancelling is free up to 3 hours before your slot. If you cancel later than that, or the van arrives and your pet isn’t available, a ₹200 visit fee is added to your next booking. Rescheduling because of rain or your pet being unwell is always free.

To reschedule or cancel, reply in the same WhatsApp chat where you booked, or message us directly. Tell us at least 3 hours before your slot wherever you can, so we can offer it to another pet parent.

3. If you’re not happy with the groom

Tell us on WhatsApp within 48 hours, with a photo if you can. If something was missed or isn’t right, we’ll come back and fix it free of charge. We want every pet to look and feel their best.

A redo isn’t a refund: we’ll put it right rather than return money already paid, except where section 4 applies.

4. Refunds: when and how

Because you pay after the groom, most situations are solved with a free reschedule or a free redo, not a refund. A refund only applies when we’ve already been paid for something we couldn’t deliver, for example if a session has to stop partway through for reasons on our side. We’ll agree the amount with you on WhatsApp and return it to the same payment method you used.

5. How to ask

Message us on WhatsApp with your booking details and what happened. Our team responds during working hours, 8 am to 9 pm, and will confirm whether a reschedule, a redo or a refund applies.

Questions in the meantime? WhatsApp us