Refunds & Cancellations
Last updated: 15 September 2026
We know plans change — especially where pets are involved! This policy explains how cancellations, changes and refunds work at Paws Patrol Wickford (a trading name of Millie-Bea Pantry). It’s designed to be fair to you while protecting the carefully planned schedule that lets us give every animal the time and attention they deserve.
The important bit — our 48-hour cancellation policy:
Cancel or change any booking 48 hours or more before the scheduled service and you won’t be charged — anything already paid will be refunded or credited to your account, whichever you prefer.
Cancellations made with less than 48 hours’ notice may be charged at up to the full price of the booked service, as it is rarely possible for us to fill the slot at short notice.
How to cancel or change a booking
Please let us know as early as you can by phone, email or via our contact page. A cancellation takes effect from the time we receive it. If you leave a message outside of normal hours, don’t worry — it still counts from the time it was sent.
Changes and rescheduling
Need a different day or time rather than a cancellation? With at least 48 hours’ notice we’ll happily rearrange your booking free of charge, subject to availability. Changes requested with less than 48 hours’ notice are treated in the same way as cancellations.
Missed visits and access issues
If we arrive for a scheduled service and are unable to carry it out through no fault of our own — for example, we cannot gain access to your home, or your dog is not available for their walk — the visit will be charged in full.
Extended bookings
Longer commitments such as overnight and holiday pet sitting or wedding chaperone services involve significant planning, and we often turn other work away to hold your dates. These bookings may require a longer notice period for cancellation and, in some cases, a deposit. Where that applies, the exact terms — including any notice period and whether a deposit is refundable — will be confirmed with you in writing at the time of booking.
If we need to cancel
Very occasionally we may need to cancel or adjust a booking ourselves — for example due to illness, an emergency, or weather conditions that would make the service unsafe for your pet. In that case we will always offer you a suitable alternative (such as rescheduling, or switching a walk to a pop-in during extreme heat) or a full refund or credit for the affected service.
Weather and pet welfare
Your pet’s welfare always comes first. In extreme weather we may recommend adapting a service — for example a shorter walk, an earlier or later time, or a pop-in instead of a walk. Where a service is adapted for welfare reasons with your agreement, it is charged as booked. If no suitable alternative can be provided, we’ll refund or credit the affected visit.
Refunds
Any refund due will be made to your original payment method, normally within 14 days of being agreed. Where you prefer, we can instead apply the amount as a credit towards future services.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law.
Questions?
If anything here is unclear, or you’d like to discuss a specific booking, please get in touch via our contact page — we’re always happy to help.