Rescheduling & Cancellation Policy

A Service-Specific Policy forming part of the Pawkit Terms and Conditions and the Pawkit Provider Agreement

This Policy sets out how rescheduling, cancellations, failed attendance and Provider no-shows are handled for Bookings made through the Pawkit Platform, and the fees and refunds that apply.

This Policy is the cancellation and rescheduling policy referred to in Clauses 11.4, 11.5, 11.6 and 11.8 of Pawkit’s Terms and Conditions. It forms part of the Agreement between Pawkit and the Pet Owner as a service-specific policy under Clause 7.9 (Service-Specific Notices and Consents) and Clause 11.11 of Pawkit’s Terms and Conditions, and applies to the Provider as a Service-Specific Policy under Section 16.3 of the Pawkit Provider Agreement.

Role of Pawkit and Providers. The fees and refund rules in this Policy are pre-agreed, service-specific consequences of when and how a Booking is changed or does not proceed. They compensate the Provider and Pawkit for time reserved, preparation made and resources allocated, and are not an assessment by Pawkit of the quality of the Provider’s work. Pawkit’s role under this Policy is administrative and facilitative, including booking coordination, communication, payment collection, administrative preparation (including paperwork, and arranging supplies as instructed by the Provider), administration of the applicable fees and refunds, and maintenance of Platform records. Pawkit does not exercise professional, clinical, or technical judgment regarding the Pet or the Professional Services, and any assessment of which services were provided at an appointment is made by the Attending Provider.

DEFINITIONS

Capitalised terms have the meanings given in Pawkit’s Terms and Conditions and the Pawkit Provider Agreement. In addition:

"Pawkit" means Pawkit Pte. Ltd., operating the Platform as described in Pawkit’s Terms and Conditions. “Pawkit” does not include any Provider, who is an independent contractor and not Pawkit’s employee, general agent, or representative.

"Provider" means the individual or practice identified as the contracting Provider in the Provider’s Pawkit account, as defined in Pawkit’s Terms and Conditions and the Pawkit Provider Agreement.

"Attending Provider" means the individual Veterinarian, Groomer, Veterinary Nurse or other approved professional who personally attends to and performs the Professional Service, whether acting in their own capacity or on behalf of a Provider practice.

"Pet Owner" means the individual who books, requests, or pays for the Professional Service, as defined in Pawkit’s Terms and Conditions.

"Appointment Time" means the start time of the appointment as confirmed through the Platform.

"Service Fee" means the price of the booked Professional Service, excluding Surcharges.

"Surcharges" means additional charges shown separately from the Service Fee on the Booking, such as after-hours, public holiday, travel or location-specific charges.

1. How to Reschedule or Cancel

Requests to reschedule or cancel a Booking must be made through the Platform, or by contacting Pawkit through WhatsApp or Pawkit support. The time of a request is the time it is received by Pawkit, as recorded on the Platform or in Pawkit’s support records.

A rescheduling request is a request only. Under Clause 11.4 of Pawkit’s Terms and Conditions, a Booking is not rescheduled until the new time has been agreed by the Pet Owner and the Provider and confirmed through the Platform, or communicated by Pawkit on their behalf through WhatsApp or Pawkit support.

Before a cancellation or rescheduling request is processed, Pawkit will show or tell you the applicable fee (if any) and refund, as required by Clause 11.5 of Pawkit’s Terms and Conditions.

All timing rules in this Policy are measured against the Appointment Time.

2. Standard Rescheduling and Cancellation

This Section 2 applies to all Professional Services other than euthanasia. Euthanasia appointments are governed by Section 3.

2.1 More Than 24 Hours Before the Appointment Time

Cancellations and rescheduling requests made more than 24 hours before the Appointment Time are free of charge. In the case of a cancellation, the full amount paid, including any Surcharges, will be refunded in accordance with Section 6.

2.2 Within 24 Hours of the Appointment Time

Cancellations or rescheduling requests made within 24 hours of the Appointment Time will incur a cancellation or rescheduling fee of S$50 or 50% of the Service Fee, whichever is lower. In the case of a cancellation, only the fee is deducted from the amount already paid, and the balance, including any Surcharges, is refunded in accordance with Section 6. The fee is charged once per Booking, based on the Service Fee for the whole Booking, regardless of the number of Pets.

2.3 Rescheduling Requests

Rescheduling is treated in the same way as cancellation under this Policy, and is measured against the original Appointment Time. A rescheduling fee under Section 2.2 is charged when the new time is confirmed, and is charged on top, to your payment method, while the Booking moves to the new time. If the Provider proposes or requires the change of time, no rescheduling fee applies to you. Surcharges for the new time are worked out as set out in Section 6.

If the Provider cannot accommodate the time you request, the Provider may offer other times until a time that works is agreed. If no workable time can be agreed, you may cancel the Booking and try a different Provider. A cancellation made within 24 hours of the Appointment Time is still subject to the fee in Section 2.2, even where the Provider could not accommodate your rescheduling request.

2.4 Showing Up for Your Appointment

Please ensure someone is available at the service location at the Appointment Time, with the Pet accessible. The Attending Provider will wait up to 15 minutes, counted from the Appointment Time (or from the Attending Provider’s arrival, if the Attending Provider arrives after the Appointment Time), and will make reasonable attempts to contact you.

If no one is available within that time, the Booking will be cancelled and treated as a failed attendance under Clause 11.8 of Pawkit’s Terms and Conditions, and no refund will be payable for the Service Fee or Surcharges. Any consumables or medications that were prepaid but not prepared or used will be refunded.

2.5 Stopping an Appointment After It Has Started

An appointment has started once the Attending Provider has arrived at the service location and begun active assessment, handling or preparation in relation to the Pet. If you choose to stop an appointment that has started, no refund is payable for the Service Fee or Surcharges, as the Attending Provider has attended and reserved the time.

This does not apply where the appointment is stopped because of the Pet’s behaviour or safety, the Provider’s conduct, or the Pet being unwell or unfit for the service, which are dealt with in Section 5 and below.

Where the Attending Provider finds, in their professional judgment, that the Pet is unwell or unfit for the booked service, the services may be altered to suit the Pet’s condition, in accordance with Clause 7.2 of Pawkit’s Terms and Conditions. Any refund for services that could not be delivered within reasonable means will be considered on a case-by-case basis.

3. Euthanasia Appointments

We understand that saying goodbye to a beloved pet is one of the most difficult decisions you can make, and circumstances can change unexpectedly.

This Section 3 is designed to provide transparency in how cancellations are handled, ensuring fairness to Veterinarian Providers and to Pawkit for the time and resources allocated, while supporting you during this difficult time.

When a Booking is formed, Pawkit prepares the necessary administrative paperwork and arranges the supplies required for the appointment, as instructed by the Veterinarian Provider, and the Veterinarian Provider allocates time for the appointment. These preparations mean that last-minute changes still incur costs.

This Section 3 applies to euthanasia appointments instead of Section 2.

3.1 More Than 48 Hours Before the Appointment Time

Cancellations or rescheduling made more than 48 hours before the Appointment Time are free of charge. In the case of a cancellation, the full amount paid, including any Surcharges, will be refunded in accordance with Section 6.

3.2 48 Hours or Less, but More Than 3 Hours, Before the Appointment Time

Cancellations or rescheduling made within 48 hours of the Appointment Time will incur a fee of S$200. Any amount paid above S$200 will be refunded. All Surcharges are non-refundable.

3.3 3 Hours or Less Before the Appointment Time, Until the Attending Provider Arrives

Cancellations or rescheduling made within 3 hours of the Appointment Time, including while the Attending Provider is on the way to your location, will incur a fee of S$300. Any amount paid above S$300 will be refunded. All Surcharges are non-refundable. Once the Attending Provider has arrived at your location, Sections 3.4 to 3.6 apply instead.

3.4 Upon Arrival or at the Location (No Medication Given, or the Pet Has Passed)

If the Attending Provider has arrived at your location (including being on-site, at the lobby, or at your doorstep), and the original service does not proceed — including where your Pet has already passed away, or you change your decision — the appointment will be adjusted to a different service. Depending on the circumstances, the Attending Provider may provide:

a consultation;
verification of passing;
issuance of a death certificate (where applicable); and
preparation of a paw print keepsake.

Which of these services are provided is determined by the Attending Provider in their professional judgment. As a result, 20% of the Service Fee will be refunded, and the remaining amount will be applied towards the services rendered. All Surcharges are non-refundable.

3.5 Upon Medical Preparation or Sedation

If any form of medical preparation has commenced, including:

preparation or drawing up of medication;
placement of a catheter; or
administration of any medication (including sedation),

the appointment will be considered as fully proceeded and is 100% non-refundable, even if you decide not to continue. The Attending Provider records when medical preparation commenced, and Pawkit applies this section by reference to that record.

3.6 Failed Attendance

If, after the Attending Provider arrives at your location, no one is available within 15 minutes (counted from the Appointment Time, or from the Attending Provider’s arrival if later), the appointment will be treated as a failed attendance in the same way as Section 2.4, and no refund will be payable for the Service Fee or Surcharges.

3.7 Where the Veterinarian Declines to Proceed

Where the Veterinarian Provider declines to proceed with euthanasia on clinical or ethical grounds, the Service Fee will be refunded less: (a) the Veterinarian’s housecall consultation fee, based on the duration of the consultation, and the fee for any nurse assistance, in each case as priced for consultation services on the Platform; and (b) any treatment or medication provided, which will be charged accordingly. Surcharges are non-refundable.

3.8 Cremation and Aftercare

Cremation and aftercare services booked with a euthanasia appointment are not governed by the fee tiers in this Section 3.

Where Pawkit arranges the cremation (usually scheduled 1 to 3 hours after the euthanasia appointment), cancellation or rescheduling is free of charge until 30 minutes before the scheduled pick-up time, including after the Attending Provider has arrived at your location. A charge of S$50 applies to a cancellation or rescheduling made within 30 minutes of the scheduled pick-up time, or once the cremation provider has arrived or is arriving, and any amount paid above S$50 is refunded.
Where the cremation is provided by an external cremation provider, that provider’s own terms apply, including any cancellation or rescheduling fee. If the provider charges such a fee, Pawkit will send you a link to its terms by email, WhatsApp or another communication channel when the cremation is arranged. Any refund is made in accordance with the provider’s terms.

We appreciate your understanding during this difficult time, and we hope the Veterinarian Provider will guide you through every step with care, respect, and compassion.

4. Provider Cancellation or No-Show

If a Provider cancels a Booking, or the Attending Provider does not attend the appointment, no cancellation or rescheduling fee will be charged to you.

Pawkit will use reasonable efforts to help match you with another available Provider, if you wish. Pawkit does not guarantee that a replacement Provider will be found. A replacement Booking is formed only in accordance with Clause 11.1 of Pawkit’s Terms and Conditions, that is, once another Provider accepts your Booking Request (or, where that Provider proposes a material modification, once you accept it).

If a replacement Booking cannot be arranged, or you do not want one, you will receive a full refund of the amounts paid for the affected Booking, including any Surcharges.

If a Provider proposes a new time for a Booking and you are unable to accommodate it, the Booking will be treated as cancelled by the Provider under this Section 4, and you will receive a full refund of the amounts paid, including any Surcharges.

Where a Provider cancels within 24 hours of the Appointment Time, Pawkit may, at its discretion, also credit an inconvenience credit to your Wallet. This is a goodwill Wallet Credit under Clause 9.2.3 of Pawkit’s Terms and Conditions. It is in addition to your refund and cannot be withdrawn as cash.

5. Other Situations

Where a Professional Service is paused or stopped because of the Pet’s behaviour or safety, the Aggressive & Unsafe Pet Behaviour Policy applies instead of this Policy.

Where an appointment is stopped, or you raise a concern, because of the Provider’s conduct, Pawkit will mediate between you and the Provider, and the matter will be considered on a case-by-case basis.

No fee applies where Pawkit cancels a Booking because of a Platform error, or where a Force Majeure Event under Clause 18 of Pawkit’s Terms and Conditions prevents the appointment from proceeding.

You may ask for a fee under this Policy to be waived or reduced in a particular case by submitting supporting proof (for example, medical or hospital documents). Pawkit will mediate between you and the Provider, and each request is considered on a case-by-case basis. Where a fee is waived or reduced, the amount concerned is borne by Pawkit or accepted by the Provider, as determined between them.

6. Fees, Refunds and Payment

The fees under this Policy are fixed amounts set out in this Policy. Neither Pawkit nor the Provider sets them case by case, and they form part of the published fee structure to which you give advance approval under Clause 7.3 of Pawkit’s Terms and Conditions. This does not affect a waiver or reduction requested under Section 5, or the refunds that Sections 2.5 and 5 provide will be considered on a case-by-case basis.

Fees and Surcharges retained under this Policy are deducted from the amount you have already paid. By accepting this Policy, you authorise Pawkit under Clause 10.2 of its Terms and Conditions to retain them and refund the balance. Where a Booking is rescheduled rather than cancelled, the fee is charged to your payment method.

Surcharges are refunded where a Booking under Section 2 is cancelled before the Attending Provider arrives at the service location. Surcharges are non-refundable where this Policy expressly provides so (Sections 2.4, 2.5 and 3.2 to 3.7).

Where a Booking under Section 2 is rescheduled, the Surcharges are worked out again for the new time. Surcharges already paid are applied towards the new Surcharges, and you pay only any shortfall or receive a refund of any excess, which has the same effect as cancelling and rebooking. For example, if the original time carried a weekend Surcharge and the new time carries a weekend Surcharge and a next-day Surcharge, you pay only the next-day Surcharge.

Amounts retained under this Policy are shared between the Provider and Pawkit as set out in the Pawkit Provider Agreement and the Fee Schedule. The Provider’s share is a charge under the Professional Services Agreement, which Pawkit collects and holds as the Provider’s authorised collection agent under Clause 3.4 of Pawkit’s Terms and Conditions and settles to the Provider. Pawkit’s share is Pawkit’s own charge for Platform Services (including administrative preparation) and for any Products or supplies it has arranged for the Booking. A fee for a cremation arranged by Pawkit is Pawkit’s own charge.

An invoice or receipt for any fee retained under this Policy can be issued on request, in accordance with Clause 10.7 of Pawkit’s Terms and Conditions.

Refunds are made only to the original payment source and take 10 to 15 working days to be processed through the payment gateway. Where you paid with Wallet Credits, the refund is credited to your Wallet. Refunds are made in accordance with Clause 9.5 of Pawkit’s Terms and Conditions. This Section 6 applies to refunds under this Policy; a service that is booked but not delivered is dealt with under Clause 7.10 of Pawkit’s Terms and Conditions.

The time of a request, the Appointment Time, and the time medical preparation commenced are taken from the Platform record and the Attending Provider’s record of the appointment, and are conclusive absent manifest error.

7. Policy Acknowledgement

This Policy will be presented to you through the Platform for acceptance when you submit a Booking Request, before a Booking is formed, in accordance with Clauses 7.9 and 11.11 of Pawkit’s Terms and Conditions. By accepting it and proceeding with the Booking Request, you acknowledge and agree that the fees and refund rules in this Policy apply to the Booking, and that this constitutes your advance approval of the fees within it.