Last updated: October 17, 2026
This policy explains how cancellations, rescheduling and refunds work for bookings made with Paws & Cuddles Daycare & Boarding (pawpawpapa.com), Castro Valley, California. All prices are in U.S. dollars (USD). We sell services only, so there are no physical products to return.
Pet care services
This applies to overnight boarding, doggy daycare, house sitting, drop-in visits and dog walks.
- Cancel by 12:00 PM (Pacific Time) three days before your booking starts: full refund.
- Cancel after that: the first 7 booked calendar days from the date of your cancellation request are refunded at 50%, and any additional booked days are refunded in full.
- Holiday and puppy surcharges follow the same rule as the days they apply to.
- If we can’t accept your booking request, we refund your payment in full. If we have to cancel a confirmed booking, you receive a full refund.
Pet communication sessions (寵物溝通)
This applies to all pet communication plans and the quantum light touch session (量子送光觸療). Sessions are booked in a reserved Taiwan-time slot and paid at booking.
- No refunds once a session is booked and paid.
- One free reschedule if you contact us at least 24 hours before your session start time (Taiwan time).
- Changes requested less than 24 hours before the session, and missed sessions (no-shows), cannot be rescheduled or refunded.
- Time beyond your booked session is charged at US$2 per minute.
- If our communicator has to cancel, you can choose a new time or receive a full refund.
How to cancel or reschedule
Text us at 415-619-4305 or email support@pawpawpapa.com with your booking number. For pet communication sessions you can also message us on LINE or WeChat. The time we receive your message is the time of your cancellation request.
How refunds are paid
Refunds are returned to your original payment method. Card refunds usually appear within 5–10 business days, depending on your bank. Zelle and Venmo payments are refunded through the same service.
Questions or concerns
If you have a problem with a booking or a charge, please contact us first at support@pawpawpapa.com or 415-619-4305 — we will do our best to make it right.
退款及改期政策（中文摘要）
- 寵物照顧服務（寄宿、日托、到府照顧、探訪、遛狗）：開始前三天中午 12:00（美西時間）前取消可全額退款；之後取消，自取消當日起計首 7 天退款 50%，其餘天數全額退款。
- 寵物溝通及量子送光觸療：預約付款後不設退款；於預約時間（台灣時間）24 小時前通知，可免費改期一次；24 小時內更改或缺席，恕不改期或退款。超時以每分鐘 US$2 計算。
- 如由我們取消，可選擇改期或全額退款。退款會退回原付款方式。