Refund & Exchange Policy

At Pet Love NYC, we are committed to providing high-quality dog walking with transparency and professionalism. Please read our policy carefully before purchasing any service.

1. Nature of Our Services

Pet Love NYC provides personalized dog walking and training services, which are scheduled and time-based. Due to the nature of these services, availability is limited and reserved in advance.

2. Refund Policy

Refunds may be requested under the following conditions:

Requests must be made at least 24 hours prior to the scheduled service.
Approved refunds will be issued to the original payment method.
Refund processing may take 5–10 business days, depending on your financial institution.

3. Non-Refundable Services

The following are non-refundable:

Services already performed (completed walks or training sessions).
Same-day cancellations or no-shows.
Services canceled with less than 24 hours’ notice.
Packages or discounted services that have already started.
Customized training programs after the first session has been delivered.

4. Cancellation Policy

Cancellations made more than 24 hours in advance: no charge.
Cancellations made within 24 hours: up to 50% of the service fee may be charged.
No-shows: 100% of the service fee will be charged.

(This aligns with our operational costs and scheduling commitments.)

5. Rescheduling Policy

Clients may request to reschedule services with at least 24 hours’ notice, subject to availability.
We will do our best to accommodate changes, but availability is not guaranteed.

6. Exchange Policy (Service Credit)

Since we provide services (not physical products), we do not offer traditional “exchanges”. However:

In certain cases, we may offer service credit instead of a refund.
Credits must be used within [30/60 days].
Credits are non-transferable.

7. Safety & Service Interruption

For the safety of all pets and staff:

If a dog displays aggressive behavior not previously disclosed, the service may be interrupted immediately.
No refunds will be issued in such cases.
Full or partial charges may still apply

8. Client Responsibility

Clients are responsible for:

Providing accurate information about their dog’s behavior, health, and needs
Ensuring the dog is fit for walking or training
Providing safe access to the pet at the scheduled time

Failure to provide accurate information may result in cancellation without refund.

9. Weather & Force Majeure

Pet Love NYC reserves the right to reschedule or cancel services due to:

Extreme weather conditions
Safety risks
Unforeseen events beyond our control

In such cases, clients will be offered a reschedule or credit.

10. Payment Disputes (Chargebacks)

By purchasing our services, you agree to this policy.

Filing a chargeback without prior contact may result in:
- Immediate suspension of services
- Permanent refusal of future bookings

We strongly encourage clients to contact us first to resolve any issue.

11. Contact Information

If you have any questions or wish to request a refund or reschedule:

Email: contact@petlovenyc.com
Phone: (646) 642-0287
Address: 1670 York Ave, Manhattan, NY 10128

12. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page.

Thank you for trusting Pet Love NYC with your dog’s care.

Refund & Exchange Policy

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