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PetWorks Cancellation Policy Pet Care Professional's Own Policy If a pet care professional has published their own cancellation or refund policy, that policy governs the refund of the service amount only. Any PetWorks fees, including the Care Coverage Fee and Pet Care Professional Cancellation Fee, are governed by this PetWorks Cancellation Policy and not by the pet care professional's policy. Pet Parent Cancels If the pet care professional has not published their own cancellation policy, the service amount is refundable only if the pet parent cancels at least 72 hours before the scheduled start time of the booking. Cancellations within 72 hours of the scheduled start time are non-refundable for the service amount. The Care Coverage Fee is non-refundable when a pet parent cancels, regardless of timing and regardless of whether the pet care professional has their own cancellation policy. Pet Parent No-Show If a pet parent does not show up for a confirmed booking, no refund will be issued for the service amount or the Care Coverage Fee. Pet Care Professional Cancels If a pet care professional cancels a confirmed booking, the pet parent receives a 100% refund of everything they paid, including the Care Coverage Fee. The pet care professional receives no payment for the canceled service and is charged a Pet Care Professional Cancellation Fee equal to 10% of the service amount, up to a maximum of $150. PetWorks may collect this fee by deducting it from a future payout through PetWorks or by other means if no future payout is available. Policy in Effect at Booking The cancellation rules that apply to a booking, including any pet care professional cancellation policy on file and the Pet Care Professional Cancellation Fee rate, are those that were in effect when the booking was confirmed.

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2021