Cancellation and Refund Policy
Effective date: 1 September 2026
This Cancellation and Refund Policy forms part of, and must be read together with, our Terms and Conditions. Where a term is defined in the Terms and Conditions (Service, Booking, Client, Fees, Order, Products, and so on), it carries the same meaning here. In the event of any direct conflict between this Policy and the Terms and Conditions on a matter this Policy expressly covers, this Policy prevails for that matter.
1. Scope
This Policy covers two different kinds of purchase made through the Site, and treats them separately because they work differently:
- Part A – Services. Dog walking, doggy daycare, pet sitting, training or any other pet care Service booked through the Site.
- Part B – Products. Physical goods purchased through the Site’s store.
Part A – Services (Bookings)
2. Cancelling a Booking
Cancellation by you, with notice. A Booking cancelled at least 24 hours before its scheduled start time is cancelled free of charge, and any amount already paid for it is refunded in full to the original payment method within 7 business days.
Late cancellation. A Booking cancelled with less than 24 hours’ notice may be charged in full and is not refunded, except where the clauses on our own cancellation or our discretion below apply.
How to cancel. To cancel a Booking, contact us using the details in section 10 below as early as possible. A cancellation takes effect from the time we receive it, not from when you decide to cancel.
Cancellation by us. Where we cancel, shorten, or reschedule a Booking – for example due to unsafe weather, staff illness, a safety concern relating to a Pet, or another circumstance beyond our reasonable control – you may choose between a full refund to your original payment method, or rescheduling to another available slot at no additional charge. We will notify you as soon as reasonably possible and process your choice within 7 business days.
Gate-kept bookings. Some Bookings require our approval before they are confirmed as going ahead. Where we decline a Booking that has already been paid for, this is treated as a cancellation by us, not by you – you are entitled to a full refund, and it is never treated as a late cancellation on your part.
Peak periods. Bookings made during peak periods, public holidays, or major holiday seasons may carry different cancellation terms – for example a longer notice period, a non-refundable deposit, or a stricter cut-off. Where this applies, it will be disclosed to you before your Booking is confirmed, and those disclosed terms govern that Booking instead of the standard notice period above.
No-shows. If your Pet is not brought to, or is not available for, a confirmed Booking, and you did not cancel with the notice required above, this is treated as a late cancellation – no refund is due.
3. How Service refunds are paid
All refunds under this Part are paid back to the original payment method used for the Booking, through our payment provider’s (PayFast’s or Peach Payments’) refund process. We do not issue cash refunds or refunds to a different account.
Refunds are processed within 7 business days of the refund being approved, though your bank or card issuer may take longer to reflect it in your account.
Where a Booking formed part of a larger Order – for example bought together with a Product – only the value of the cancelled Booking is refunded; the rest of the Order is unaffected.
4. Late collection and additional charges
Where a Service requires collection of your Pet by a specified time and it is collected late, or not collected at all without a prior arrangement, the additional fees described in our Terms and Conditions apply and are non-refundable.
Part B – Products
5. Cancelling an Order before delivery
You may cancel a Product Order at any time before it has been dispatched or made available for collection, for a full refund.
6. Returns after delivery
Statutory cooling-off right. Where you purchased a Product online, you have the right to cancel the transaction within 7 days of receiving the goods, in accordance with section 44 of the Electronic Communications and Transactions Act 25 of 2002, subject to the exclusions permitted under that section – for example perishable or hygiene-sensitive goods, or goods made to your specification.
Condition of returned goods. To qualify for a refund under the cooling-off right above, the Product must be returned unused, in its original packaging, and in a condition suitable for resale.
Faulty or damaged Products. Nothing in this Policy limits your rights under the Consumer Protection Act 68 of 2008. A defective, damaged, or not-as-described Product may be returned for a repair, replacement, or refund at your election, at no cost to you, regardless of the cooling-off window above.
Return shipping.
How Product refunds are paid. Refunds are paid to the original payment method within 7 business days of us receiving and inspecting the returned Product, or within 7 business days of a fault being confirmed.
7. Stock and availability
Where a Product you have ordered turns out to be unavailable, we will notify you and refund the affected amount in full within 7 business days, unless you agree to a substitute or a delay instead.
8. Vouchers, promotions, and discounts
9. General
This Policy applies in addition to, and does not replace, any statutory right you hold under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable law, including any right that cannot lawfully be limited or excluded.
We may update this Policy from time to time. The version in force at the time of your Booking or Order is the one that applies to it.
This Policy is governed by the laws of the Republic of South Africa.
10. Contact us
To request a cancellation, report a problem with a Product, or query a refund:
The Hound Human Connection (Pty) Ltd
Email:
Website: thehoundhumanconnection.co.za