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Effective Date: January 1, 2025
Last Updated: January 1, 2025
1. Overview
At PawSteps Mumbai, we strive to provide excellent dog walking services. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting them.
Important: Due to the nature of our service-based business, refunds are handled on a case-by-case basis with focus on client satisfaction and service quality.
2. Refund Eligibility
2.1 Full Refund Situations
You may be eligible for a full refund in the following circumstances:
- Service was not delivered as scheduled without prior notification
- Our dog walker failed to show up without emergency justification
- Service quality significantly deviated from agreed standards
- Safety protocols were not followed during service delivery
2.2 Partial Refund Situations
Partial refunds may be considered for:
- Service duration significantly shorter than agreed
- Minor deviations from agreed walking route or activities
- Communication failures during service delivery
2.3 No Refund Situations
Refunds will not be provided for:
- Services completed satisfactorily as agreed
- Cancellations made less than 24 hours in advance
- Client-initiated changes during service delivery
- Weather-related service modifications for pet safety
- Pet behavioral issues not disclosed during service setup
3. Refund Process
3.1 Request Timeline
Refund requests must be submitted within:
- 24 hours for service quality issues
- 7 days for billing discrepancies
- 30 days for other valid concerns
3.2 How to Request a Refund
- Contact our customer service team via email or phone
- Provide your service details and specific concerns
- Include any supporting documentation (photos, messages, etc.)
- Our team will review your request within 2-3 business days
3.3 Review Process
Our refund review process includes:
- Investigation of the service incident
- Consultation with the assigned dog walker
- Review of service documentation and photos
- Assessment based on our service standards
4. Refund Methods and Timeline
Refund Processing Times
| Payment Method |
Processing Time |
Notes |
| UPI/Digital Wallet |
1-2 business days |
Fastest option |
| Credit/Debit Card |
5-7 business days |
Depends on bank processing |
| Bank Transfer |
3-5 business days |
Requires account verification |
| Cash Payment |
Next service visit |
Or arranged pickup |
5. Service Credits
As an alternative to monetary refunds, we may offer:
- Service credits for future walks
- Complimentary additional services
- Extended service sessions
- Priority booking for future services
6. Dispute Resolution
If you are not satisfied with our refund decision:
- Request to speak with a senior manager
- Provide additional documentation if available
- Consider mediation services if needed
- Final disputes may be resolved through Mumbai consumer courts
7. Emergency Situations
For emergencies affecting service delivery:
- Pet medical emergencies during our care
- Natural disasters or extreme weather
- Government restrictions or curfews
- Public safety concerns in service areas
Refunds or rescheduling will be handled with maximum flexibility and understanding.
8. Prevention and Communication
To minimize refund situations, we encourage:
- Clear communication of expectations during service setup
- Immediate reporting of any service concerns
- Regular feedback to help improve our services
- Open dialogue about your pet's specific needs
9. Legal Compliance
This refund policy complies with:
- Indian Consumer Protection Act, 2019
- Maharashtra state consumer protection regulations
- Mumbai municipal service standards
10. Policy Updates
This refund policy may be updated periodically. Changes will be communicated through:
- Email notifications to active clients
- Website announcements
- Service agreement updates