Pawveila
Refund policy
What this covers
This policy applies to money paid to Pawveila for pet care and for a Pawveila Privé membership. An enquiry on this website is not a confirmed booking and nothing is charged for it. Any deposit, amount or payment plan that applies to your pet is set out in the written confirmation we send once your stay is agreed.
Deposits are refundable
A deposit holds your pet's dates. If you cancel with more than 24 hours' notice before the stay is due to start, your deposit is refunded in full. Cancelling inside 24 hours means the dates have already been held for your pet, so the deposit is kept.
If we cancel, or the stay cannot go ahead
If Pawveila cancels a confirmed stay, or care cannot be provided as agreed, any money you have paid is refunded in full. If a pet's health or safety means care has to stop, we will talk it through with you and settle the unused dates fairly.
Moving your dates
Tell us as early as you can. Where the dates can be moved, we will do that instead of refunding, and the deposit carries over. If the new dates do not suit, the cancellation terms above apply from the time you let us know.
Pawveila Privé memberships
A Privé membership can be cancelled for a full refund within 14 days of joining. After that, the membership runs to the end of the term you paid for and is not refunded. Member rates and member benefits apply while your membership is active.
How to request a refund
Email support@pawveila.com or call 0485 707 404 with your name, the dates involved and what you would like to happen. We will confirm the outcome and tell you when to expect the money.
Where the money goes back to
Refunds are returned to the card or account used to pay, using the same route the payment came from. If that is no longer available, we will arrange another way with you.