At a glance
| What happens | Refund |
|---|---|
| The clinic declines or cancels your booking | Everything you paid through the app |
| You cancel before the clinic’s free-cancellation window closes | Everything you paid through the app |
| You cancel after the window closes | The late-cancellation percentage the clinic set (this can be 0%) |
| You chose to pay at the clinic | Handled directly by the clinic |
Whose terms apply
- Each clinic sets its deposit, payment window, free-cancellation window (in hours before the appointment) and late-cancellation refund percentage.
- These are shown before you book and are saved with your booking, so later changes by the clinic do not affect it.
Cancelling a booking
- Cancel from the booking in the Waggle app.
- The app shows the exact refund you will receive before you confirm. If the amount changes while you are deciding (for example the window closes), you are asked to review it again.
How refunds are paid
- Refunds go back to the original payment method through PayMongo.
- The app shows the refund as pending until PayMongo confirms it, then as refunded. How long the money takes to arrive depends on your bank, card or e-wallet.
- If a payment arrives after a booking has already expired or been cancelled, the booking is not silently restored; the payment is refunded or resolved with you.
Problems with a refund
Contact the clinic first about its cancellation terms. If a refund shows as failed or has not arrived, contact us and include the booking date and clinic name. See also the terms and conditions.
Email privacy@vetclinic.example.