Payment & Payout Terms

Last Updated: 18/12/2025

These Payment & Payout Terms explain how PawTrack processes payments and completes payouts to Pet Professionals. All transactions on PawTrack are handled securely through Stripe.

1. How Payments Work

PawTrack uses Stripe to process all card payments on the platform. When a Pet Parent makes a booking, Stripe securely handles the transaction and confirms the payment status to PawTrack.

  • We do not store credit card numbers or sensitive payment data.
  • Only Stripe PaymentIntent and Checkout Session IDs are stored to confirm payments.
  • A booking is considered paid once Stripe confirms payment.
  • Payment receipts are provided through Stripe.

All payments must be made through PawTrack’s Stripe integration. Off-platform payments are prohibited.

2. Pricing & Fees

Pet Professionals set their own service prices. PawTrack adds a clearly shown PawTrack Service Fee (platform booking fee) at checkout to support platform operations and customer support. This fee is not a commission taken from the Professional’s rate.

  • The PawTrack Service Fee is shown upfront at checkout and applies to bookings generally (it is not based on payment method).
  • The appointment price shown on the Professional’s listing is the amount paid to the Professional. PawTrack does not take a percentage of that rate.
  • Payment processing costs are determined by our payment processor after payment completes. The PawTrack Service Fee is configured separately and is not a commission from the Professional’s rate.
  • When a payout is sent to the Pet Professional, Stripe may apply a payout-processing fee according to their standard rates.
  • Refunds are calculated on the appointment price. The Service Fee is generally not refundable; see the Refund Policy for details.

3. Refunds

Refunds follow the platform-wide cancellation and no-show rules. Refunds are automatically issued through Stripe back to the original payment method.

  • More than 24 hours: 100% refund
  • Between 6 and 24 hours: 50% refund
  • Less than 6 hours: 0% refund
  • Professional No-Show (confirmed): Pet Parent receives 100% refund
  • Parent No-Show: No refund issued

Stripe or your bank may require 5–10 business days to return funds.

Full details are available in our Refund Policy and Cancellation Policy.

4. How Payouts Work

Payouts to Pet Professionals are completed through Stripe Connect. Stripe must verify your identity and account before payouts can be enabled.

4.1 Payout Requirements
  • A verified Stripe Connect account
  • Completed identity verification
  • Valid bank account or payout destination
  • Up-to-date insurance and business information (where required)
4.2 When Payouts Are Sent

Payouts are issued after an appointment is marked Completed and a 24 hour window has passed. This ensures:

  • Refund windows have closed.
  • No refund adjustments or payment errors are pending.
  • The appointment was genuinely completed.
4.3 When Payouts Cannot Be Sent
  • The Professional has not completed Stripe verification
  • Stripe has placed the account or payout destination on hold
  • A refund was issued for the appointment
  • A Professional No-Show was recorded
  • The appointment was cancelled before completion

PawTrack never transfers funds outside of Stripe Connect.

5. Disputes & Chargebacks

If a Pet Parent disputes a charge with their bank (a chargeback), Stripe may temporarily withhold the payout amount for the affected appointment until the dispute is resolved.

  • PawTrack will notify the Professional by email if a dispute occurs.
  • Professionals may be asked to provide evidence (timeline entries, messages, etc.).
  • Funds are released only once Stripe resolves the dispute.

For general disputes unrelated to payments, see our Dispute Resolution Policy.

6. Off-Platform Payments

To maintain fairness, safety, and refund protections, the following rules apply:

  • All payments for PawTrack bookings must be made through the platform.
  • Pet Professionals must not accept direct payments for PawTrack appointments.
  • Pet Parents must not offer off-platform payments.

Repeated or intentional off-platform payments may result in account suspension for both parties.

7. Taxes & Professional Responsibilities

Pet Professionals operate as independent contractors. You are responsible for:

  • Your own income reporting and tax obligations
  • Maintaining proper insurance coverage
  • Compliance with local business regulations

PawTrack does not collect or remit taxes on your behalf.

8. Contact

If you have questions about payments or payouts, contact:

PawTrack may update these Payment & Payout Terms to maintain clarity, fairness, transparency and compliance. The most recent version will always be available on this page.