GoWaggly Cancellation Policy

1. Free Cancellation Window

You may cancel a confirmed visit free of charge any time more than 24 hours before the scheduled start of your visit window. The full exam fee (your veterinarian's visit fee plus the platform service fee) is refunded to your original payment method automatically.

A visit request that has not yet been accepted by a veterinarian can be cancelled at any time at no charge.

Cancellations made through the GoWaggly app are processed automatically. The cancellation takes effect immediately and you will receive a confirmation by email.

2. Late Cancellations

If you cancel 24 hours or less before the scheduled start of your visit window, the visit fee (the base portion of your exam fee) is not refunded. It compensates your veterinarian for the time and travel reserved for your visit. The platform service fee is refunded to your original payment method automatically.

3. No-Shows and Visits That Cannot Be Completed

If your veterinarian arrives for a confirmed visit and cannot complete it for a reason within your control — for example, no one is home, the address cannot be accessed, or your pet cannot be safely handled — the exam fee is not refunded automatically. The visit fee compensates your veterinarian for the reserved time and travel. If you believe your circumstances warrant an exception, contact support and we will review what happened (see Disputes and Exceptions below).

If a visit cannot be completed due to weather or travel conditions, or other circumstances not attributable to you, your exam fee is refunded in full. Situations that do not fit either category are reviewed individually by our support team.

4. Cancellations by GoWaggly or the Veterinarian

If GoWaggly or the assigned veterinarian needs to cancel a confirmed visit, your exam fee is refunded in full automatically. We will also work to help you rebook with another qualified veterinarian when available.

Cancellations by GoWaggly may occur in circumstances including but not limited to: veterinarian illness, travel safety issues (severe weather, unsafe access), or platform issues affecting the booking lifecycle.

5. Same-Day and Urgent Bookings

Some visits are booked less than 24 hours before their scheduled start. Once such a visit is confirmed, it is already inside the 24-hour window, so the late-cancellation terms above apply from the moment of booking. A visit request that a veterinarian has not yet accepted can always be cancelled free of charge.

If your pet is experiencing a life-threatening emergency, please contact your nearest emergency veterinary hospital or call the ASPCA Animal Poison Control Center at 1-888-426-4435 rather than using the GoWaggly platform.

6. How to Cancel

The fastest way to cancel is through the GoWaggly app. Open the visit from your Appointments list and tap Cancel visit. You will be shown how your refund is handled before you confirm.

If you are unable to cancel through the app, contact support at support@gowaggly.com with your visit ID as early as possible. The app is the fastest and most reliable way to cancel; support requests are handled as quickly as we can.

7. Disputes and Exceptions

If you believe a fee was charged in error, or you have an exceptional circumstance (medical emergency for you or another family member, bereavement, pet emergency), contact support within 48 hours of the cancellation. We will review the circumstances and adjust the fee at our discretion in line with the dispute provisions of our Terms of Service.

8. Changes to this Policy

We may update this Cancellation Policy from time to time. Material changes will be communicated through the Platform, email, or other reasonable means at least 30 days before they take effect. Bookings made before a change takes effect remain subject to the policy version in force at the time of booking.

9. Contact

Questions about this policy can be directed to support@gowaggly.com.