Cancellation policy
How rescheduling, cancelling, and refunds work on PawSpot.
Last reviewed: 8 July 2026
We've kept things simple. Two things can happen to a confirmed booking: you can move it to a time that suits you better, or, rarely, the field owner cancels on their end. Each one has a clear rule.
Reschedule, free, no charge
Plans change. You can move a confirmed booking to any free slot on the same field, free of charge, up to 24 hours before the original start time.
- Same field, same length, no top-up payments.
- You can reschedule from your dashboard. Pick the booking, hit Reschedule, choose a new slot.
- Once you're inside the 24-hour window the slot is locked in and can no longer be moved.
Changed your mind? Reschedule, we don't offer refunds
Bookings can't be cancelled for a refund. If your plans change more than 24 hours before the start time, move the booking instead — rescheduling is free and you can pick any available slot on the same field.
Inside the 24-hour windowthe slot is locked in: it can't be moved, and no refund is due if you don't use it. The field owner has held that time for you and turned others away, which is why the line sits where it does.
For a genuine emergency, email hello@pawspot.co.uk and we'll consider it case-by-case as a goodwill gesture.
The owner cancels, full refund
If the field owner has to cancel (site issue, weather, emergency), you get every penny back, automatically:
- Card payment refunded in full, typically appearing in your account within 5–10 working days (depends on your bank).
- Any points you redeemed are returned to your balance straight away.
- Any points you earned on the booking are removed, since the booking they came from was refunded — but everything you redeemed comes back, so you're never out of pocket.
We'll email you the moment the cancellation goes through, and prompt you to find another field for the same date.
When things go wrong
Field wasn't as described, locked, unsafe, or unusable. Get in touch as soon as you can — hello@pawspot.co.uk — and we'll investigate. If the booking didn't deliver what was promised, you have rights under the UK Consumer Rights Act 2015 and we'll work with you on a fair outcome (often a partial or full refund).
Card disputes / chargebacks. Please talk to us first before raising a dispute with your bank. Almost every issue can be resolved by emailing us, and a friendly conversation is faster than the dispute process for both sides.
Force majeure.If a booking can't go ahead because of something genuinely outside everyone's control (extreme weather, sudden field closure), we'll refund you in full as if the owner cancelled.
Questions or stuck on a booking? Drop us a line at hello@pawspot.co.uk.
This page is a plain-English summary of how PawSpot handles cancellations and refunds. The full Terms of Service take precedence in any conflict.