Terms·Privacy·Refunds·Host Agreement

Refund Policy

Last updated: 1 January 2025

🐾 Our promise: transparent, fair refunds for guests and hosts.

Guest Cancellations

14+ days before check-in
Full refund of accommodation cost. Service fee retained.
7–14 days before check-in
50% refund of accommodation cost. Service fee retained.
Less than 7 days before check-in
No refund of accommodation cost. Service fee retained.
No-show
No refund.

Host Cancellations

If a host cancels a confirmed booking, the guest receives a full refund including service fees. Hosts who frequently cancel may have their listings suspended. PawsHoliday reserves the right to apply a cancellation penalty to hosts.

Extenuating Circumstances

Refunds outside standard policy may be considered for natural disasters, serious illness (with documentation), government travel restrictions, or property damage making the stay impossible. Contact support at support@pawsholiday.com within 24 hours of the event.

How Refunds Are Processed

Approved refunds are returned to the original payment method within 5–10 business days. Processing times depend on your bank or card provider.

Disputes

If you believe a refund was incorrectly handled, contact support@pawsholiday.com. Unresolved disputes may be escalated to our management team. Australian Consumer Law rights are not excluded by this policy.