Refund & Cancellation Policy

    Last updated: January 11, 2026

    1. Introduction

    At PetStay.in, we strive to provide the best pet boarding experience for you and your furry companions. This Refund & Cancellation Policy outlines the terms and conditions for cancellations, refunds, and modifications to your bookings.

    2. Booking Cancellation by Customer

    More than 48 hours before start date:

    • Full refund of advance payment (100%)
    • Refund processed within 5-7 business days

    24-48 hours before start date:

    • 50% refund of advance payment
    • Refund processed within 5-7 business days

    Less than 24 hours before start date:

    • No refund applicable
    • Booking may be rescheduled subject to host availability

    3. Booking Cancellation by Host/Partner

    If a host cancels a confirmed booking:

    • Full refund of all payments made (100%)
    • We will attempt to find an alternative host at the same rate
    • Refund processed within 3-5 business days

    4. Cancellation by PetStay.in

    PetStay.in reserves the right to cancel bookings in the following circumstances:

    • Safety concerns for the pet, host, or host's property
    • Misrepresentation of pet information during booking
    • Violation of platform terms and conditions
    • Force majeure events

    In such cases, refunds will be processed on a case-by-case basis.

    5. Early Pickup

    If you pick up your pet earlier than the scheduled end date:

    • No refund for unused days if less than 2 days remaining
    • Partial refund for unused days (minus one day) if more than 2 days remaining
    • Please notify the host and PetStay.in at least 12 hours before early pickup

    6. Extension of Stay

    If you need to extend your pet's stay:

    • Contact us at least 24 hours before the original end date
    • Extensions are subject to host availability
    • Additional days will be charged at the same daily rate

    7. No-Show Policy

    If the pet is not dropped off without prior notification:

    • The advance payment is non-refundable
    • The booking will be marked as cancelled
    • Future bookings may require full upfront payment

    8. Refund Methods

    Refunds will be processed through the original payment method:

    • UPI/Bank Transfer: 3-5 business days
    • Credit/Debit Card: 5-7 business days
    • Wallet/Other: 2-3 business days

    9. Non-Refundable Situations

    Refunds will NOT be provided in the following cases:

    • Pet behavior issues requiring early return (aggression, destruction)
    • Undisclosed medical conditions discovered during stay
    • Violations of host house rules
    • Providing false vaccination or health records

    10. Dispute Resolution

    For any disputes regarding refunds or cancellations:

    • Contact our support team within 48 hours of the incident
    • Provide relevant documentation and evidence
    • Our team will review and respond within 3 business days
    • Final decisions will be made by PetStay.in's dispute resolution team

    11. Contact Us

    For cancellation and refund requests, please contact us:

    • Email: support@petstay.in
    • Phone: +91 74060 00888
    • Hours: Mon-Sat, 9 AM - 8 PM IST