Cancellation, Refunds and Rescheduling Policy

1. Cancellation by you

1.1 You may cancel a scheduled walk at any time. The cancellation outcome depends on how much notice you provide before the scheduled walk.

1.2 "Booking value" means the total amount you paid for the applicable booking.

1.3 The late cancellation charge reflects the short notice provided and the possibility that WagGo may be unable to fill the reserved walking slot.

2. Rescheduling

2.1 You may reschedule a booking free of charge if you provide at least 2 hours' notice before the scheduled walk.

2.2 Rescheduling requests made less than 2 hours before the scheduled walk may be treated as a late cancellation and the applicable cancellation terms may apply.

2.3 Rescheduling is subject to availability.

3. No-shows and inaccessible dogs

3.1 If a WagGo walker arrives for a scheduled booking and is unable to access the dog, or if the customer is unavailable and the walk cannot reasonably proceed, the booking may be forfeited.

3.2 In these circumstances, no refund or credit will normally be provided.

4. Cancellation by WagGo

4.1 If WagGo is unable to fulfil a confirmed booking, we will notify you as soon as reasonably possible.

4.2 Where a service cannot be provided, WagGo will offer you the option to reschedule the walk or receive an appropriate refund.

5. Refund processing

5.1 Where a refund is applicable, WagGo will process the refund within 5 business days, using an appropriate payment method based on the original booking and payment process.

5.2 Refund processing times from that point may vary depending on the payment provider and financial institution involved.

6. Cooling-Off Rights under the ECT Act

6.1 Under the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act"), consumers who conclude certain transactions electronically may have a right to cancel within 7 days without reason or penalty.

6.2 WagGo bookings are for services to be performed on a specific date and time selected by you at the time of booking, in the nature of transport, leisure or similar time-specific services contemplated in section 44(2)(b) of the ECT Act. Accordingly, WagGo bookings are not subject to the general 7-day cooling-off right, and instead the cancellation, rescheduling and refund terms set out in this policy apply.

7. Exceptional circumstances

7.1 Certain exceptional circumstances may be considered differently where required by applicable South African consumer protection law.

8. Governing Law

8.1 This policy is governed by the laws of the Republic of South Africa. Any dispute arising from this policy will be subject to the non-exclusive jurisdiction of the South African courts, without limiting any right you may have under applicable consumer protection law to bring a claim in another appropriate forum.

9. About WagGo

9.1 This policy applies to bookings made with OverlyTech (Pty) Ltd, registration number K2026/178205/07, operating as WagGo.