This Cancellation & Refund Policy explains what happens when a Booking on Pawko is cancelled. It forms part of our Terms & Conditions. Plans change — this policy aims to be fair to both Owners and Sitters.
You can cancel a Booking from your account on the Platform. The refund or credit you receive depends on who cancels and how far in advance, as set out below. Cancellation takes effect when it is submitted through the Platform.
Each Sitter chooses a cancellation policy — Flexible, Moderate or Strict — which is shown on their profile and at checkout before you book. When an Owner cancels a confirmed Booking, the refund of the Services amount depends on the Sitter's policy and how far ahead you cancel:
Full refund if you cancel at least 24 hours before the start. After that, 50% of the Services amount is refunded.
Full refund until 48 hours before the start, 75% until 24 hours before, then 50%.
Full refund only if you cancel at least one week ahead, 50% until 24 hours before, and no refund of the Services amount under 24 hours.
Pawko's service fee is treated separately (see section 5). Where permitted, refunds may be issued as Pawko account credit instead of a return to your original payment method.
If a Sitter cancels a confirmed Booking, the Owner receives a full refund of all amounts paid for that Booking, including the service fee. We will help the Owner find an alternative Sitter where possible. Repeated or last-minute cancellations by a Sitter may affect their standing on the Platform.
Pawko's service fee covers the cost of operating the Platform and processing the Booking. It is non-refundable except where the Sitter cancels, where the Booking cannot be provided through no fault of the Owner, or where the law requires otherwise.
If a Booking cannot go ahead because of a serious emergency or circumstances beyond reasonable control (such as illness, accident, or a natural event), contact us. We may, at our discretion and on reasonable evidence, waive the usual cancellation terms and offer a full or partial refund or credit.
Approved refunds are returned to your original payment method or issued as account credit, as stated at the time. Refunds to a card are processed through our payment provider and may take several business days to appear, depending on your bank. Account credit is available immediately for use on the Platform.
Nothing in this policy limits any rights you have as a consumer under the law of North Macedonia. If you booked Services and a mandatory consumer right gives you a stronger remedy, that right applies.
Questions about a cancellation or refund? Email contact@pawko.app or write to ПАВКО ПЕТ ДООЕЛ Битола, ул. Солунска бр. 33, 7000 Битола, Северна Македонија, and we'll help.