If you cancel
- 24 hours or more before pickup: no charge. A single or first adventure comes back to you as credit for a future adventure.
- Less than 24 hours before pickup, or a no-show: the adventure is charged in full. The van, route and seat were planned around your dog.
- If we turn back an unwell or unsafe dog at pickup, that adventure isn't charged.
If we cancel
If we cancel a trip — weather, a vehicle problem, or anything else on our side — you get a full refund of what you paid for that adventure, or a member adventure back, and we'll tell you as soon as we know.
Memberships
- Memberships are billed monthly in advance. Adventures you don't use expire at the end of the month and aren't refunded.
- Cancelling a member adventure 24 hours or more ahead releases its seat at no charge; inside 24 hours it counts as used.
- Paused days and our holiday closure (13 December 2026 – 3 January 2027) are left off your bill, so there's nothing to refund.
- If you end your membership, it stops before the next billing date; the month you've paid for stays yours.
How refunds are paid
Refunds go back to the card you paid with, through Payfast. They usually reach your account within 7–10 business days, depending on your bank. Credits show in the app straight away.
Questions or a problem with a charge? Email [email protected] and we'll sort it out.