Cancellation Policy Page


Cancellation (excludes boarding bookings)

You may cancel or reschedule your appointment without incurring any penalty up to 24 hours prior to your confirmed service.

However, cancellations made within 24 hours of the confirmed service time will result in the payment of full fees for the service booked.

In instances where the Dogs Group, in its absolute discretion, cancels a confirmed service, you will be issued a credit for future services or offered an alternative time to have the booked service performed. Please note that any refunds processed will be subject to a processing fee, which will be deducted from your refund amount. This fee covers the transaction costs incurred through our payment processing partner, Stripe.

Boarding Cancellation

1. Illness within 24 hours before the boarding appointment: We can issue a credit for the booking. Unfortunately, refunds cannot be processed. Credit notes can be used for any service or retail products.

2. Cancellation 3 days before the boarding:
Only 50% of the booking fee will be refunded, in accordance with our policy.

3. Cancellation within 48 hours: 
No refund is applicable.

4. In the event of your dog passing away: 
A full refund will be provided.

5. High season periods (such as public holidays, weekends starting 5 days before public holidays, December, January, and 2 weeks of Easter): 
Refunds will not be provided during these periods if you cancel 10 days before the mentioned dates.

6. Early collection of your pup before the stipulated date:
100% of the remaining days will be charged.

7. Exceptional cases: 
If your vet states that your dog can never be close to other dogs or in the case of a high-level accident, we will refund 50% of the deposit, provided it is in accordance with the dates, and a vet certificate must be attached directing to Dogs in Town.

You may cancel your appointment or reschedule an appointment without penalty up to 7 days prior to the confirmed service.

Where in its absolute discretion the Dogs Group cancels a confirmed service you will be issued with a credit for future services or offered an alternative time to have the booked service performed.


All packages are subject to the validity terms offered upon booking and are non-refundable and non-transferable, except in cases of the animal's death or long-term sickness with a vet certificate. Packages have an expiration date and are not extendable.


You may cancel your membership at any time via email or by cancelling your membership within the Acuity online portal.


Cancellation Policy

Some items in our store may be offered to you as a subscription, a pre-order or try before you buy. This cancellation policy lays out how you can change or cancel these kinds of purchases.

When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
See our returns policy for more details on returns and refunds.

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.

Try before you buy
When you purchase a try before you buy item, we authorize your payment method before fulfilling the order. You will have a certain amount of time to decide if you want to keep the item. Once the time period has passed, if you have not returned the item, we will charge your payment method for the full amount.