Refunds, Cancellations & Escrow Release Policy

This Refund and Cancellation Policy ("Policy") describes how payments, cancellations, and refunds are handled on Pawsibu, a platform operated by Pawsibu Ltd ("Pawsibu", "we", "our", or "us"). By using Pawsibu, you ("user", "pet owner", "service provider", or "vendor") agree to comply with this Policy, which is part of our Terms and Conditions. Pawsibu operates a secure escrow payment system via Flutterwave to ensure fairness and transparency between buyers, sellers, and service providers.

When a user books a service or purchases a product: Payment is processed through Flutterwave and held in escrow by Pawsibu. Funds are only released to the service provider or vendor after: The buyer/pet owner confirms successful delivery or service completion; or A confirmation is automatically triggered after a defined period of no dispute (usually 48–72 hours) after service completion or delivery confirmation. This ensures that: Clients receive the value they paid for. Providers and vendors are protected from fraudulent cancellations.

3.1 Service Bookings Before provider acceptance: A pet owner may cancel a pending service booking anytime before the provider accepts it — with no penalty and full refund. After provider acceptance but before commencement: A 10% cancellation fee (service fee) may be retained by Pawsibu to cover processing costs. The remaining amount will be refunded to the pet owner's original payment method. After service commencement: Cancellation is only permitted for verified reasons such as: Provider fails to show up or communicate. The service differs materially from the agreed terms. The provider cancels unexpectedly. In such cases, Pawsibu Support will review and, if eligible, refund the unused portion after investigation. 3.2 Product Purchases Orders can be cancelled before shipment for a full refund. Once an order is shipped, cancellation requests will be reviewed case-by-case, and refunds will only apply if: The product is defective, damaged, or significantly not as described. The vendor fails to ship within the agreed delivery window. 3.3 Transport and Pet Delivery Services Transport or delivery cancellations within 30 minutes of booking receive a full refund. After 30 minutes or after driver dispatch, a logistics initiation fee (₦1,000 or local equivalent) may be deducted.

Refunds may be approved when: A service or product was not delivered as promised; The provider/vendor failed to perform their obligation after payment; There was a technical error or duplicate charge on the Pawsibu platform; A verified fraudulent transaction occurred. Refunds will not be granted if: The user simply changes their mind after completion. The product/service was delivered as described. There is no sufficient evidence of provider/vendor fault. The user fails to cooperate with Pawsibu's investigation.

5.1 Initiating a Refund To request a refund: Open the Pawsibu app or website. Navigate to the relevant transaction. Select "Report an Issue" or "Request Refund." Submit details, evidence, and screenshots where applicable. 5.2 Review and Resolution Pawsibu Support will acknowledge receipt within 24 hours. Investigations are typically resolved within 7–14 business days. If approved, funds are released back through the original payment method (Flutterwave, card, or bank transfer). 5.3 Refund Timeframe Nigeria: Within 3–7 business days after approval. International: Within 5–10 business days, depending on card issuer or bank.

The following fees are non-refundable under all circumstances: Service fees (10%) charged to clients upon booking; Platform commissions (15%) deducted from provider/vendor earnings (after completion); Transaction or currency conversion fees charged by Flutterwave or banks; Loyalty rewards and promo credits, once redeemed.

All refund or cancellation disputes must first be reported to Pawsibu Support through the app or email. We encourage users to resolve disputes amicably before escalation. If resolution is not reached, the case will follow the Dispute Resolution clause in Pawsibu's Terms and Conditions, which may involve local arbitration or court proceedings depending on the jurisdiction of the transaction.

If you believe your account was charged without authorization: Contact Pawsibu Support immediately. Provide transaction details and account verification. We will cooperate with Flutterwave and your bank to resolve the issue. Unauthorized chargebacks after valid service delivery may result in account suspension and legal recovery actions.

Loyalty points (PawsPoints) and promo credits have no cash value and cannot be refunded or transferred. If a purchase made with loyalty points is refunded, the corresponding points will be reinstated to the user's account.

10.1 Force Majeure No refunds are provided for cancellations caused by events beyond control, including natural disasters, epidemics, government actions, or internet outages. 10.2 Provider or Vendor Account Suspension If a provider/vendor account is suspended or terminated due to verified misconduct, all pending escrow payments may be refunded to affected buyers. 10.3 Technical Errors In the event of double charges, transaction failure, or system glitches, users will receive a full correction refund after verification by our payment gateway.

Pawsibu reserves the right to amend this Policy at any time. Users will be notified of significant updates via: Email, push notification, or in-app alert, and An updated "Effective Date" at the top of this document. Continued use of the Platform constitutes acceptance of the revised Policy.

For all refund, payment, or cancellation-related inquiries, contact: 📧 support@pawsibu.com 🏢 Pawsibu Ltd 10 Ajegunle Street, off Awoyokun Street, Onipanu, Mushin, Lagos, Nigeria