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Refund Policy

Effective Date: October 26, 2026

We want you to be happy with every booking. This policy explains when refunds are available and how to request one. Please read it together with our Cancellation Policy.

Full Refunds

  • Duplicate payments for the same booking.
  • Billing errors.
  • Appointments that were not performed by Prepaws or the assigned provider.
  • Appointments cancelled by Prepaws or the provider.
  • Cancellations made more than 24 hours before the appointment.

Partial Refunds

  • Cancellations made less than 24 hours before the appointment receive a 50% refund, as described in the Cancellation Policy.
  • If a service is only partly completed, we refund the part that was not performed.

Service Quality Issues

If you are not satisfied with a completed service, use the "Report a problem" option in your service confirmation email, or contact us within 48 hours of the appointment. We will review the issue with you and, depending on the case, offer a free follow-up visit to fix it, a partial refund or a full refund.

Non-Refundable Cases

  • Missed appointments (no-shows).
  • Services completed as booked, where no problem was reported within 48 hours.
  • Services that could not be performed because of incorrect booking details given by the customer, such as a wrong address or inaccurate pet information.

How to Request a Refund

Email support@prepaws.com with your order number (or your name and booking date), the service booked and the reason for your request. Requests must be sent within 14 days of the appointment date or the payment date. We review each request and reply within 3 business days.

Refund Processing

Approved refunds are issued to the original payment method (card or PayPal) and are usually processed within 5 to 10 business days, depending on your bank or payment provider. Prepaws does not charge any fee for processing a refund.

Contact Information

Prepaws is operated by Affixup LLC.
Address: 2055 Limestone Rd STE 200-C, Wilmington, Delaware 19808, USA
Email: support@prepaws.com
Phone: +1 3022149747
Support hours: Monday to Saturday, 9am to 7pm Eastern Time