Cancellation policy

1. How the hold works

• You book. WellKept Pet places an authorization for the booking total on your card. No money moves yet.
• The Provider confirms. The hold stays in place — still no charge.
• The booking completes. The hold is captured for the full total.
• The booking is cancelled. The hold is released, or partially captured for a cancellation fee — see Section 3.

Holds on credit and debit cards typically reduce your available balance until released. Most banks release a voided hold within 1–7 business days; partial captures are charged at the captured amount.

2. Free-cancellation window

You can cancel for free up until 1 day before the stay starts. The hold is voided; you aren't charged. The release shows up on your card within a few business days.

3. Cancelling inside the window

If you cancel less than 1 day before the stay starts (or after the stay has begun), a cancellation fee is captured from the hold:

• 25% of the booking subtotal — kept as cancellation compensation for the Provider (they held the slot for you).
• The full WellKept Pet service fee — the platform's standard fee on the booking.

The combined fee is captured from your authorization, and the remainder is released. The fee never exceeds the booking total.

4. When the Provider cancels

A Provider-initiated cancellation always releases the full hold — you aren't charged anything, regardless of when it happens. WellKept Pet may help you find another Provider for the same dates, and repeated Provider-side cancellations are tracked under the strike rules in our Provider Policies.

5. Other situations

• The Provider declines your request. Full release — no charge.
• You change the booking dates. The existing hold is voided and a fresh hold is placed when the Provider re-confirms the new dates.
• The Provider doesn't confirm in time. If the booking stays in "requested" and the authorization expires (Stripe auto-releases roughly 7 days after checkout), the hold is released automatically; you'll need to re-book if you still want the stay.
• Something goes seriously wrong during the stay. Contact us within 48 hours at support@wellkept.pet. We review on a case-by-case basis and may refund (or capture less than the full total) at our discretion.

6. Refunds vs. releases

Because most cancellations resolve a held authorization (rather than a captured charge), the money was never actually moved — you'll see the hold drop off your statement instead of a refund landing. If the booking has already been captured in full (e.g. it completed) and you have a billing concern, contact support@wellkept.pet; eligible refunds are processed through Stripe and typically land back on your card within 5–10 business days.

7. Changes to this policy

We may update this Cancellation Policy from time to time. Material changes will be communicated via email or in-app notice at least 30 days before they take effect, and bookings already confirmed under the prior policy keep that policy through completion.

Questions

Questions about a specific cancellation or refund? Contact us at support@wellkept.pet or WellKept Pet LLC, 522 W Riverside Ave Ste N, Spokane, WA 99201.