Cancellations

1For owners

• Each walker chooses their free-cancellation window: at any time, or up to 12, 24 or 48 hours before. It shows on their profile and on the booking, and the one in force when you booked applies. If the walker has not chosen one, it is 24 hours.
• Within that window: cancel free of charge, in your account, one at a time or the whole booking.
• After it: the service counts as done and is owed to the walker, who kept that time for you. It shows on your booking as a "late cancellation".
• Group walks: the same rules, place by place.
• If you ask to move a service after the window has passed and the walker agrees, the service at the new time no longer has free cancellation.
• Boarding with the walker: within the window, counted to drop-off, free of charge; after that, the first night is owed.
• If the walker agrees not to charge, that is between the two of you. dogwalking.pt only keeps the record.
• A cancellation after a walker has accepted a first request is recorded on your account, and the walkers you send requests to see how often that happened. With 2 such cancellations in 60 days, you can send 1 request a day to new walkers.

2For walkers

• Cancelling a booked service is serious: a dog left without its walk, or an owner far from home, depends on you. Tell the owner as soon as you know, and never with less than 24 hours' notice if you can avoid it.
• When you cancel, dogwalking.pt shows the owner the walkers free in the same area on the same dates. The owner does not pay for the cancelled service.
• Repeatedly missing bookings without telling the owner may breach these terms. Any decision about the profile is sent with the reasons and can be challenged.

3Bad weather

A walk is called off because of the weather only if the owner and the walker agree; in that case there is no charge. In strong heat or a storm, the walker may shorten the walk to protect the dog, and says so in the report.

4Unconfirmed requests

A request the walker does not accept within 24 hours expires by itself, free of charge. You can book another walker.

5First meeting

Each walker decides whether to offer a first meeting before the first service, and their profile says so. When there is one, it is free and either side can cancel it at no cost.

If you do not want to go ahead after the meeting, cancel the booking: while you are within the walker's cancellation window, you owe nothing. As the walker had already accepted, the cancellation is recorded like any other cancellation after acceptance.

6Emergencies

Illness, accident or another serious situation on either side, or with the dog: tell dogwalking.pt at filipe@dogwalking.pt. We deal with it case by case.