# Charge Dispute or Adjustment > Charge Dispute or Adjustment We understand that you have concerns regarding a Wag charge Depending on how you use the Wag Platform most unfamiliar cha Source: https://support.wagwalking.com/en_us/charge-dispute-or-adjustment-rJMiVyOEA Last updated: 2026-07-17T02:05:39.145Z #### We understand that seeing an unexpected charge can be frustrating, and we’re here to help you quickly figure out if the charge is valid or if further review is needed. # **Common Charges**   **Core Pet Care Services** Walk, Drop-In, Daycare, Sitting, or Boarding services (pricing varies depending on service selected, length, add-ons, applicable taxes, region, holiday or on-demand pricing, and the Pet Caregiver selected).  The service charge is processed when your Pet Caregiver ends the service in the app. Completed services and associated charges can be found in-app from the Past Services section.  **Vet Chat** $30 per chat, unless a Wag! Premium member (get free, unlimited vet chats).  **Pre-authorization Hold** $1 hold on the payment method on file to verify a valid tender of payment.  Preauthorization holds are released within 3-5 days of confirming the service, unless the service is completed sooner or canceled – at which point it’s released.   **Wag! Premium** Optional membership available in three plans — Monthly ($5.99/mo), Annual ($59.99/yr), or Lifetime ($299 one-time). Pricing and current promotions may vary (additional charges may apply). Check the Wag! App 'Wallet' for the most up-to-date details.   **Tips** Tips are optional and can only be initiated by you. A pre-tip is processed automatically when the service is completed; tips added after the service may be posted to your bank statement separately from the service charge. #### # **Investigating a Charge** Before contacting Wag! Support, please review the following steps to determine whether the charge may be valid: **1.** **Check for a Wag! Premium Subscription**  [**Wag! Premium**](https://support.wagwalking.com/en_us/what-is-wag-premium-pp-S1ZIz0mQ5) charges are recurring and billed monthly or annually until the plan is canceled. **2.** **Review Your Service History & Receipts**  Check your past services to confirm dates and view itemized receipts. Keep in mind that [**tips**](https://support.wagwalking.com/en_us/how-do-i-tip-my-pet-caregiver-pp-Syj59wqz9) may be processed separately from service charges depending on when they were added. **3.** **Check Your Schedule for Pre-Authorization Holds** Active or upcoming services may have a pre-authorization hold of $1. * __**Please Note:**_ _Canceled services won't appear in the_ _**Schedule**_ _tab and may be subject to a_ [**_cancellation fee_**](https://support.wagwalking.com/en_us/what-is-wags-cancellation-policy-pp-H1NWDICQq)_.__ **4.** **Cross-Reference Your Bank Statement**  Before contacting your bank, review your itemized receipt in the Wag! app under Account > Past Services > Select a service > Show receipt. Charges from Wag! may appear separately depending on when they were processed — for example, a tip added after service completion may post as a distinct transaction or be combined with the service charge depending on your bank's processing policies. Charges may also appear a few days after the transaction date due to bank processing times or Federal holidays. **5.** **Check for Multiple Accounts**  If you share a bank account with household members or have multiple email addresses, a charge may be tied to a separate Wag! account. Log out of the app and try signing in with any other emails you may have used, including via the Gmail or Apple quick-login options. If you've reviewed all of the above and still have concerns, please reach out to Wag! Support by starting with the virtual assistant in the app’s Help section. # **Common Dispute Scenarios** If you believe you were charged incorrectly, find the situation below that matches yours to review what that charge may be for.  _**If none of the following scenarios apply or you need additional assistance reviewing the charge(s)**_, you can submit a refund request form.  You can also connect with us by starting with the virtual assistant in the app's Help section — a support agent can investigate further. Response will be by email and inquiries are generally responded to within 48 business hours. ## My final charge is higher than what I was quoted #### The estimate shown at booking reflects the base Pet Caregiver rate. Your final charge may be higher because it includes platform fees and surcharges on top of that base rate. These charges are visible in the cost breakdown when confirming your booking and from your Past Services section of the Wag! app.  The following are common service charges you may see: * Booking fee—a platform fee applied to each service request. See [**Service Fees**](https://support.wagwalking.com/en_us/what-kind-of-fees-does-wag-charge-pp-HJ6yu5zq) for current rates. * Holiday and peak-day rates (e.g. Memorial Day, July 4th, Thanksgiving, Christmas, New Year's) * Late-night or last-minute booking fees (services within 24 hours) * Per-visit pricing for Walk and Drop-In services — each visit in a multi-visit request is charged separately. Please keep in mind that adding a tip for the service is optional and can be added: at completion of service, included as a pre-tip, or added to a past service. Pre-tips are automatically processed when the service is completed and will be included in your final charge — this may also be why your total looks higher than the base service cost. ## I see a charge I don't recognize on my card #### A charge from "WAG LABS" that doesn't appear in your Past Services history is usually one of the following: * A new payment method was added to the account — a pre-authorization hold (typically $1.00) is placed to confirm it is a valid payment method.  * Commonly this hold promptly releases, but can take up to 3–5 business days depending on the banking institution. * A household member booked a service using a shared payment method — commonly, this is due to a secondary Pet Parent account for the same pet(s). * Check what email is associated with the Wag! Account, from the device it was logged into; this is listed in the 'Account' menu, 'Profile'. Saved emails or phone passkeys make it easy to login, and also, it makes it easy to accidentally create another account. * A recurring Wag! Premium membership subscription charge — check for a recurring Wag! Premium subscription from the app 'Wallet.' * For more information on subscriptions, see our other Help Center article: “[**What is Wag! Premium?**](https://support.wagwalking.com/en_us/what-is-wag-premium-pp-S1ZIz0mQ5)”  * A paid Pet Caregiver Endorsement — two of the three tiers are paid: Super ($10) and Ultimate ($25). * For more information on endorsements, see our other Help Center article: “[**What are Pet Caregiver Endorsements and how do I complete them?**](https://support.wagwalking.com/en_us/what-are-pet-caregiver-endorsements-and-how-do-i-complete-them-pp-ByZqg_EBc) #### ## I was charged twice for the same service Duplicate charges could potentially happen when a booking gets submitted from both the mobile app and wagwalking.com, when 'Book' is tapped twice during a slow load, or if you had multiple services booked in a short succession (e.g. booked multi-day or recurring weekly services). Start by checking 'Past Services' (Account tab) to review your recently completed services, then tap 'Show Receipt' on each to compare the date, time, and amount — this will show whether you had two separate legitimate charges or an actual duplicate. ## I was charged after I canceled #### A few different things can cause this — review which from the list below best fits your situation: * **Cancellation fee:** Services cancelled within the service cancellation window will incur a cancellation fee. Check the timing of when you cancelled to determine if it fell within the cancellation window for that service type. * For more information, see our other Help Center article: [**Service Cancellation Policies**](https://support.wagwalking.com/en_us/what-is-wags-cancellation-policy-pp-H1NWDICQq).  * **Recurring schedule:**If you intended to cancel the entire Recurring Schedule but only canceled a single service.  * To cancel your entire recurring schedule: from the 'Schedule' tab, tap on any upcoming recurring service, select 'Recurring Schedule,' and then process your cancellation. This ensures all future services are canceled without needing to cancel each one individually. * **Canceled but the service still happened:** If the cancellation was requested via the in-app chat, regardless of whether your Pet Caregiver confirms this with you or not, the service remains as-is scheduled. The only way for you to adjust a scheduled service is to take in-app action from the 'Schedule' tab, selecting the specific service to edit or cancel. Keep in mind… * **If your plans change**, you are responsible for canceling or rescheduling the scheduled service.  * For more information on rescheduling the service, see our other Help Center article: [**Booked Service Edits**](https://support.wagwalking.com/en_us/how-do-i-reschedule-or-cancel-a-service-pp-rkXNVo7Nc).  * **When service remains as-is** **scheduled:** * If the service is not canceled by you, the Pet Caregiver will be forced to either ‘miss’ the service or to cancel it on your behalf. Whichever they choose, their account takes a negative impact and a backup Caregiver may be sent out to cover the service. This is done as a safety precaution: the app has to assume the originally confirmed Caregiver could not make it.  * If a backup service is created (and still not needed), promptly cancel it in-app to prevent the other Pet Caregiver from arriving for the service. Wag! Support will be able to review and assist if a cancellation fee is applied; typically, in this scenario the fee is waived.  #### ## My walk wasn't completed or was cut significantly short #### The full service cost is charged at the time of the service completion, when your Pet Caregiver ends the service in-app. That said, we understand that a service started and ended in the app does not always mean that the full service time was completed. Pet care that ends too early — or doesn't deliver the service you booked — isn't what you paid for and we're here to make it right. Contact Wag! Support, who can review your shortened service to see what happened and to determine if an adjustment or reimbursement is applicable. And while every situation is unique, below are some common scenarios to help set expectations on what may and may not qualify for an adjustment: **Cases that could qualify for an adjustment:** * The Pet Caregiver ended the walk well before the scheduled duration. * GPS shows the walk didn't cover meaningful distance (e.g., your dog "didn't leave the block"). * The Pet Caregiver didn't show up but the service was marked complete and charged. **What we typically can't adjust for:** * Weather-shortened walks where the Pet Caregiver acted in your pet's safety interest (e.g. lightning or hail). * Short walk distance at your pet's request (refused to walk). * Services where you approved an early end via in-app message. #### ## My promo or sale price dropped off after I booked #### Promo codes and sale prices are applied when a booking is completed. If you reschedule a pending service, the promotion may be released and then reapplied to the rescheduled or edited service. However, if the edited service does not meet the promotion's eligibility requirements, the promotion may not be applied. Keep in mind that promo codes are not tied to a specific service — they apply to the next eligible service that meets the promotion's requirements. If you don't see a discount where you expected it, it's possible the promo was applied to a different eligible service instead. Confirm the terms and conditions for your promotional discount or code for the expiration date and if the service needed to be both booked and completed by that date. Also look for additional criteria, if a specific service type or length of service needs to be met.  If you believe a promo should have applied but didn't, connect with Wag! Support. ## I see "per visit" pricing but didn't realize it would multiply #### Walk and Drop-In services are priced per service visit. If you booked two Drop-Ins for the same day or a multi-day schedule (up to 7 consecutive days), you're charged per service. For Sitting and Boarding services, the per-day rate is displayed — the total at checkout multiplies that by the number of days. Additional pet fees, add-on services (meet and greet and/or pick-up and drop-off), the booking fee, taxes, and any other service charges are one-time fees per service.  Unless it was a Direct Booking Request, your service request included a 'Price estimate' showing a pricing range. The 'Total cost' reflects each Pet Caregiver's specific rate, falling within that range. Start by confirming the services recently completed, from 'Past Services' (Account tab). From there review the service date & time, and the pricing breakdown from 'Show Receipt' on each service to compare to your bank charges. If these are not matching, we can assist in reviewing your account charges further. ## I was charged for more pets than I actually requested care for #### The Wag! app remembers past selections, so an additional pet may auto-select on a new booking if you've previously had multi-pet services. To avoid this in the future, always verify the pet(s) selected on the first screen when placing a new service request — scroll down to review and select or deselect pets as needed before proceeding. If this has already happened, please connect with Wag! Support to correct the pet(s) included for the service. # **Service Adjustment** When adjustments are made to a service—for example, to change the pets included for the service or to extend the service length—there will be changes to the pricing.  How a service adjustment affects your charges depends on whether the service is upcoming or already completed. ## For Upcoming Services #### You can modify upcoming service details (pets, type, length, date, time) in the Wag! app via the 'Schedule' tab. **Impact on Charges:** Modifications to the service may affect the total price and could incur an additional fee. When editing multi-day services, only the modified service pricing is affected (e.g. adding pets, changing service length). **Impact on Pre-Tip:** If you edit a confirmed service and the Pet Caregiver accepts, any pre-tip you elected is removed as this is considered a new service booking. You can reapply a tip after the service is completed. **Impact of Rescheduling:** Rescheduling a service may lead to a change in pricing and will remove any pre-tip. If you reschedule with a new Pet Caregiver, a new $1 pre-authorization hold will be placed and the first hold is released. ## ## For Completed Services #### If a service has already been completed, start with the virtual assistant in the Wag! app Help section or at support.wagwalking.com for help with: * Adjusting the service length (e.g., if the service was shorter than requested). * Correcting the number of pet(s) included for the service. * Removing add-on services (e.g. meet and greet, or pick-up and drop-off for services hosted at the Pet Caregiver’s home). * Cancellation fees — fees vary by service type and how far in advance the cancellation is made. See our [**Cancellation Policy**](https://support.wagwalking.com/en_us/what-is-wags-cancellation-policy-pp-H1NWDICQq) for details. * Any other charge-related concerns. #### ### **Adding a Tip** #### If you elect to include a pre-tip for the service, the pre-tip you selected is automatically processed when the service is ended in-app by your Pet Caregiver. When you submit your rating for the Caregiver’s service, you can add an additional tip to the pre-tip or simply tap 'No tip' to leave it at the pre-tip amount.  If you didn't include a pre-tip, you'll be prompted to add one when submitting your rating after the service. To apply a tip or add an additional tip on top of a prior tip, select 'Past Services' in the 'Account' menu of the app. #### ### Removing or Reducing a Tip  #### For requests to decrease or remove/cancel a tip, Wag! Support will need to assist.  _**Please Note:**_ _Adjustments typically cannot be processed once the Pet Caregiver has withdrawn the funds._ # **How to Request a Refund** Request a refund using the [**Pet Parent Refund Request**](https://wagwalking.kustomer.help/contact/refund-request-rychE1wVxx) form to provide us the relevant account information and details about your refund request. ## Refund Processing Time #### * **Wag! credit:** Immediate — applied to your next service automatically * **Original card:** 3–5 business days for most credit/debit cards; up to 10 business days for some banks. #### # **Related Resources**  **[**Service Pricing**](https://support.wagwalking.com/en_us/how-much-does-wag-cost-pp-SyEGMXFz5)** ####  **[**Service Fees**](https://support.wagwalking.com/en_us/what-kind-of-fees-does-wag-charge-pp-HJ6yu5zq)** ####  **[**Past Service Information**](https://support.wagwalking.com/en_us/past-service-information-Sy65uFRQA)**  ####  **[**Tipping Your Caregiver**](https://support.wagwalking.com/en_us/how-do-i-tip-my-pet-caregiver-pp-Syj59wqz9)** ####  **[**Booked Service Edits**](https://support.wagwalking.com/en_us/how-do-i-reschedule-or-cancel-a-service-pp-rkXNVo7Nc)**