Overview
We understand that plans change. This Cancellation Policy outlines our terms for cancellations, rescheduling, and refunds for all HugsandPaws events and services.
Standard Event Cancellations
More Than 7 Days Before Event
- Full refund minus 10% administrative fee
- Option to reschedule to any available date at no additional charge
- Credit valid for 12 months from original booking date
3-7 Days Before Event
- 50% refund of total booking cost
- Option to reschedule with $25 rescheduling fee
- Credit valid for 6 months from original booking date
Less Than 3 Days Before Event
- No refund available
- May reschedule with 50% rescheduling fee (subject to availability)
- Credit valid for 3 months from original booking date
Private & Corporate Events
Cancellation terms for private and corporate events vary based on event size and customization:
- More than 30 days before: Full refund minus non-refundable deposit (typically 20%)
- 15-30 days before: 50% refund of total cost
- Less than 15 days before: No refund, but event may be postponed once with fees
- Custom arrangements may apply - contact us for specific terms
Event Cancellations by HugsandPaws
If we must cancel an event due to:
- Puppy health or welfare concerns
- Insufficient bookings (minimum 6 participants required)
- Severe weather or safety concerns
- Force majeure events (natural disasters, health emergencies, government restrictions)
Participants will receive: Full refund or option to transfer to another date with no penalties or fees.
Rescheduling
We encourage rescheduling over cancellation when possible:
- Rescheduling is subject to availability
- Credits must be used within the specified validity period
- Only one reschedule permitted per booking (fees may apply to subsequent changes)
- Price differences may apply if rescheduling to higher-priced events
No-Shows
Participants who fail to attend without prior cancellation will not receive any refund or credit. We recommend arriving 10-15 minutes early to ensure you don't miss your event.
Special Circumstances
We may make exceptions to this policy for:
- Medical emergencies (documentation may be required)
- Family emergencies
- Other extenuating circumstances at our discretion
Please contact us as soon as possible if special circumstances arise.
Refund Processing
- Refunds are processed to the original payment method within 5-10 business days
- Credits are issued immediately and will be sent via email
- Group bookings: refunds/credits issued to the booking contact unless otherwise specified
How to Cancel or Reschedule
To cancel or reschedule your booking:
- Email us at bookings@hugsandpaws.com.au with your booking reference number
- Call us at +61 3 9123 4567 during business hours (Mon-Fri, 9am-5pm AEST)
- Use the cancellation link in your booking confirmation email
Contact Us
Questions about our Cancellation Policy? We're here to help:
Email: bookings@hugsandpaws.com.au
Phone: +61 3 9123 4567
Hours: Monday-Friday, 9:00am-5:00pm AEST