Cancellation Policy
Last updated: March 15, 2026
Guest Cancellations
If you need to cancel a booking, the refund amount depends on how far in advance you cancel relative to the scheduled check-in date. All cancellation requests must be submitted through your profile dashboard.
You will receive a full refund of the total amount paid, including the platform service fee.
You will receive a 50% refund of the nightly rate. The platform service fee is non-refundable.
Cancellations made within 3 days of check-in are non-refundable.
Host Cancellations
Full refund always guaranteed
If a pet owner (host) cancels a confirmed booking for any reason, the guest will receive a full refund of the total amount paid, including the platform service fee. We take host reliability seriously, and repeated cancellations may result in account suspension.
Extenuating Circumstances
Special consideration for emergencies
In exceptional cases such as documented medical emergencies, natural disasters, or other unforeseen circumstances beyond your control, PawLoma may provide a full refund regardless of the standard policy. To request an exception, contact our support team at support@pawloma.com with supporting documentation within 24 hours of cancellation.
How to Cancel a Booking
- Go to your Profile page
- Navigate to the My Bookings tab
- Find the booking you wish to cancel
- Click Cancel Booking and confirm your decision
- You will receive an email confirmation with your refund details
Refunds are processed immediately upon cancellation but may take 5–10 business days to appear on your statement depending on your bank.
Non-Refundable Situations
- Cancellations made less than 3 days before check-in (standard policy)
- No-shows without prior cancellation
- Shortened stays after check-in has begun
- Platform service fees (in all partial refund scenarios)
Questions?
If you have questions about our cancellation policy or need help with a specific booking, contact our support team at support@pawloma.com.