Cancellation and Refund Policy
Georgian jurisdiction
Effective date: 22 August 2026
Operator details
- Platform operator
- IE Andrei Zaitsev (ID: 305864758)
- Registered address
- Georgia, Tbilisi, Saburtalo district, Bakhtrioni St. No. 22
- Business activity
- Software / pet-care services marketplace
- Applicable law
- Laws of Georgia (including the Law on Consumer Rights Protection)
- Effective date
- 22 August 2026
1. General provisions
This Cancellation and Refund Policy (the “Policy”) is an integral part of the Neighbor Paw User Agreement and governs booking cancellations, refund timing and conditions for Customers (Pet Owners), and how sanctions and commission are applied when services are cancelled.
Neighbor Paw is an information-technology marketplace intermediary. All transactions and holds run through Flitt, a payment service provider registered in Georgia, in Georgia’s national currency — lari (GEL). Held amounts stay with the payment provider, not on Platform accounts.
This Policy sets out the Platform’s cancellation terms. It is in addition to, and does not replace, the consumer’s statutory right to withdraw from a distance contract within 14 calendar days, described in section 2 below.
2. Statutory right of withdrawal
Under the Law of Georgia on the Protection of Consumer Rights, a consumer may withdraw from a distance contract within 14 calendar days without giving a reason and receive back all payments within 14 calendar days of the notice.
That law also lists exceptions. Two matter here: a service already performed in full with the consumer’s prior consent, and a service tied to a specific date or period of performance. A booking is made for an agreed date or period, and confirming it is a request to start performance, so once the service has been delivered the right of withdrawal for that booking is exhausted.
Before that point the matrix in section 3 applies. Where the matrix would give a consumer less than the statutory right of withdrawal in a scenario the exceptions do not cover, the statutory right prevails.
3. Cancellation and refund matrix
Depending on who cancels, timing, and reason, the following refund and commission rules apply:
Before payment, either party may cancel with no charge. After payment, the matrix below applies. “Service day” means local midnight of the first care date in the booking.
| Scenario | Condition | Refund to owner | Payout to sitter | Neighbor Paw commission |
|---|---|---|---|---|
| Owner cancellation (on time) | Paid; at least 24 hours before the service day | 100% refund | 0% | Cancelled (0 GEL) |
| Owner cancellation (late) | Paid; less than 24 hours before the service day | 50% refund | 50% of the service price | Retained by Platform |
| Sitter cancellation (any time) | Before or during the service (including after payment) | 100% refund | 0% (account measures) | Cancelled |
| Sitter no-show | Sitter did not arrive / did not respond | 100% refund + help finding a replacement | 0% (account measures) | Cancelled |
| Owner no-show | Owner did not hand over the pet within 2 hours | 0% for the first day | 100% for the first day | Retained by Platform |
| Force majeure / illness | With a supporting certificate/document | 100% refund | 0% | Cancelled |
| Unsafe conduct / dispute | Safety rule breach recorded | Decided case by case by support | Held until the case is closed | Per review outcome |
4. Hold (24-hour freeze) and tips
Cooling-off Hold: after the service is actually completed, the Sitter payout is held for 24 hours so the Owner can confirm service quality and the absence of hidden pet injuries or property damage.
Early release: Hold ends early when both Owner and Sitter confirm in the app that the service was rendered. Either party may confirm first; both must confirm. The Sitter payout is then sent immediately. The rules are the same as in the Payments, Payouts, Hold & Dispute Resolution Terms.
Tips: a tip is a voluntary Owner reward and is not Platform revenue. Tips are not charged on cancellation. A tip sent after a completed service is not refunded, unless a claim review finds the service was not delivered — then the tip is refunded with the price.
5. Sitter cancellation and account measures
A confirmed booking is a commitment, and cancelling it leaves the Owner without care that was already arranged.
When a Sitter cancels, measures are applied in proportion to what happened and how often:
- Ranking drop: the Sitter profile is lowered in Neighbor Paw search results.
- Profile note: the profile shows an automatic note such as “Cancelled booking X hours before start”.
- Suspension for review: two or more cancellations in a calendar month suspend the account while moderation reviews it.
- No-show without notice: the account is suspended immediately and may be closed after review.
The Sitter is told the reason for a measure and may object through support; the decision is reviewed by a person, not only automatically. Measures affect access to the Platform and do not replace any claim the Owner may have against the Sitter.
6. Emergencies and pet illness
If cancellation is due to sudden pet illness or injury confirmed by an official veterinary clinic certificate, the Owner receives a 100% refund regardless of cancellation timing.
Force majeure also includes natural disasters, official government restrictions, military actions, and other circumstances beyond control that make the service impossible.
7. Refund process and timing
Cancellation and refund requests are made through the Neighbor Paw app interface or by contacting support at support@neighborpaw.com.
Refunds are returned to the same bank card/account used for payment via Flitt.
Funds typically reach the Owner’s account within 1 to 5 banking days depending on the card issuer, and in any case within the 14 calendar days required by law where the statutory right of withdrawal is exercised.
A booking paid in cash or transferred outside the Platform is not covered by Hold, refund handling, or claim review here — the Platform never receives those funds. This does not affect the statutory rights a consumer has against the Sitter directly.