# Service Cancellation Policies > Cancellation fees vary by service type. Walks, Drop-Ins, In-home Training, Sitting, and Boarding services will incur a cancellation fee. Read more here. Source: https://support.wagwalking.com/en_us/what-is-wags-cancellation-policy-pp-H1NWDICQq Last updated: 2026-08-11T17:23:06.802Z #### Wag!'s cancellation policy allows Pet Parents to easily manage their schedule with flexible cancellation options when plans change.  _Remember, Wag! is a live environment and by submitting a service request you are asking local Caregivers to set aside their time to perform your pet care request. This policy ensures that the Pet Caregivers using the Wag! Platform to manage their pet care business are compensated and Wag!'s administrative costs are covered for services booked and subsequently canceled within the policy's time frame._ Your pet care request will result in charges to your credit card on file once the service is completed. If you decide to cancel a service request confirmed with a Pet Caregiver, a cancellation fee may apply. After submitting your service request, check the Wag! app frequently to track your booking status and/or to select an interested Pet Caregiver for ‘Let Me Pick!’ services. Once booked, [**communicate directly with your Pet Caregiver via in-app chat**](https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-caregiver-pp-H1gMIq7E5) regarding any service changes or expectations to ensure your pet receives the care you expect. #### # **Service Policies** To help you to better understand the cancellation policy and how it applies to your booked service, we'll first discuss the service status which will determine if the cancellation policy is in effect and then outline the cancellation policies by service type. * **"Requested"** services are not confirmed with a Pet Caregiver and can be canceled at any time without a fee. * **"Confirmed"** services are matched with a Pet Caregiver and depending on when the service is canceled, may result in a cancellation fee being charged to your card on file.. * "**Missed**" services are confirmed services where the Pet Caregiver did not start the service within 30 minutes of the scheduled start time, or within 30 minutes of their provided ETA, if one was provided. A missed service may result in a backup cover schedule being created. Once a service is "Confirmed," the cancellation policy is the same regardless of which Caregiver Preference was used to book it — Wag! Picks, Let Me Pick!, or Use Preferred all follow the same criteria for whether a fee applies, based on the service type and timing of the cancellation. _**Please Note:**_ _Backup or cover schedules that are created by the system due to your original Pet Caregiver canceling or missing the service will not be subject to a cancellation fee. If the backup service is not needed, promptly cancel it in-app before the backup Pet Caregiver begins the service._ #### ## Walks & Drop-Ins #### The Walk and Drop-In service cancellation policy applies when these services are canceled within 72 hours of the service start date and time. The cancellation policy does not apply when a Walk or Drop-In service is canceled 72+ hours before the scheduled start date & time. Once a Pet Caregiver is "Confirmed" — regardless of your Caregiver Preference (Wag! Picks, Let Me Pick!, or Use Preferred) — the following criteria determine when a cancellation fee applies: **No fee applies when:** * It’s your first-ever cancellation of a non-overnight service on Wag!. * The service is canceled within 30 minutes of confirming with the Pet Caregiver, unless the Caregiver has already engaged the service. * Let Me Pick! Auto-Cancel: If you create a "Let Me Pick" service and don't select a Pet Caregiver within the time limit, the service will be automatically canceled — no cancellation fee applies. **A $5 cancellation fee applies when:**  * The service is canceled 30+ minutes after confirming the Pet Caregiver and it's within 72 hours of the service start date & time. * The Pet Caregiver has engaged the service. #### ### **ASAP Walks & Drop-Ins** #### You can easily reschedule these services without a fee, for a later time the same day — either with the same Pet Caregiver or another available Caregiver. Proceed with canceling the service and select the cancellation reason "I need to book for a different time." Simply pick another time for the service and select if you want to keep the same Pet Caregiver or to look for someone else. If you need to cancel the service entirely rather than reschedule, the standard 30-minute grace period applies — no fee if canceled within 30 minutes of confirming with your Pet Caregiver. #### ### **Recurring Walks & Drop-Ins** #### Recurring services are exempt from the cancellation policy and can be canceled at any time without a fee — whether canceling a single service, multiple services, or all remaining services in the schedule. To maintain a positive working relationship, we strongly encourage you to communicate any schedule changes to your Pet Caregiver in advance using the [**in-app chat**](https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-caregiver-pp-H1gMIq7E5). #### ## Daycare, Sitting, & Boarding Services #### The Daycare, Sitting, and Boarding service cancellation policy applies when these services are canceled within 7 days of the scheduled service start date and time. The cancellation policy does not apply when a Daycare, Sitting, or Boarding service is canceled 7+ days before the scheduled service start date and time. Once a Pet Caregiver is "Confirmed" — regardless of your Caregiver Preference (Wag! Picks or Let Me Pick!) — the following criteria determine when a cancellation fee applies: **No fee applies when:** * The service is canceled within 24 hours of confirming with the Pet Caregiver, and the service was booked at least 3 days before the start date. * The service was booked within 3 days of the start date and is canceled within 30 minutes of confirming the Pet Caregiver. * “Let Me Pick!” auto‑cancel: If you don’t select a Pet Caregiver within the time limit, the service is automatically canceled and no cancellation fee applies. **A cancellation fee applies when:** * The service is canceled 24+ hours after confirming with the Pet Caregiver and it's _within 7 days_ of the service start date & time. * The service is booked _within 3 days_ of the service start date & time and it’s 30+ minutes after confirming the Pet Caregiver.  * The Pet Caregiver has engaged the service (indicated 'On My Way' or started the service) — a fee of 100% of the \*base booking price applies. #### ### **Daycare, Sitting, & Boarding Cancellation Fee** #### The cancellation fee is either $99 or 50% of the **\***base booking cost (whichever is lower). _**\***Base booking price is the cost of the service per day, excluding service fees, taxes, pre-tips, or other applicable surcharges._ [**Wag! Credits**](https://support.wagwalking.com/en_us/how-do-i-add-or-update-my-payment-method-pp-HJrwUBCXc) are not eligible as a payment method for cancellation fees. #### # **Pet Caregiver Cancellation** When a Pet Caregiver needs to cancel for personal reasons, they must do so from their Wag! Pet Caregiver app. **Walks, Drop-Ins, Daycare, Sitting & Boarding:** When a Pet Caregiver cancels, a backup (cover) service will be created automatically — at no fee to you.  How that backup service is handled depends on how close the start time is: * **2+ hours before the service start time:** The backup service is created as a **Let Me Pick!** request, giving you the opportunity to select another available Caregiver. If no Pet Caregiver is selected within the time limit, the service will automatically cancel — no cancellation fee will apply. * **Less than 2 hours before the service start time:** The backup service is treated as an on-demand request and will be matched automatically via **Wag! Picks** (Quick Match). If the backup service is no longer needed, you can cancel it without a fee. If your Caregiver is not taking action in-app to cancel, you can do so yourself by selecting "Caregiver is late, a no-show, or asked to cancel" as the cancellation reason — no fee will apply. #### # **FAQs** ## How do I cancel the service in-app? #### For instructions on canceling a service in the app, please refer to "[**How to Cancel a Service**](https://support.wagwalking.com/en_us/how-to-cancel-a-service-Sk46caPER)" to learn about the available cancellation options. Keep in mind that editing your service for another date & time, duration, Pet Caregiver, etc. may be an option available in lieu of canceling, and without a fee to you. Rescheduling a service through the edit flow does not trigger a cancellation fee.  Check out "[**Booked Service Edits**](https://support.wagwalking.com/en_us/how-do-i-reschedule-or-cancel-a-service-pp-rkXNVo7Nc)" to see what editing options are available in-app. ## When and how am I charged for a cancellation fee? #### When a cancellation fee is applicable, it will be charged at the time of canceling to the default payment method on file. The associated pre-authorization hold will be released by Wag! at that time. ## What happens if the Caregiver needs to cancel but doesn't take action in-app to do so? #### If your confirmed Pet Caregiver doesn't start or cancel a service within the app, it will be marked as 'missed' and a backup (cover) service will be created automatically — at no fee to you.  How that backup is handled depends on how close the start time is: * **2+ hours before the service start time:** A Let Me Pick! request is created so you can select a backup Caregiver. If no Caregiver is selected within the time limit, the service will automatically cancel — without a fee. * **Less than 2 hours before the service start time:** The backup is treated as an on-demand request and auto-assigned via Wag! Picks (Quick Match). If it's no longer needed, you can cancel it without a fee. If you'd rather not wait, you can take action in-app yourself by selecting "Caregiver is late, a no-show, or asked to cancel" as the cancellation reason — no cancellation fee will apply. ## Can I cancel without a fee? #### You can avoid a cancellation fee in a few instances, depending on whether a Pet Caregiver has been confirmed for the service and when the cancellation occurs. "Requested" services are not yet confirmed with a Pet Caregiver and can be canceled without a fee, regardless of the start date & time. For non-overnight services, a fee will also not apply if it's your first-ever cancellation on Wag! — regardless of whether the service was ‘Requested’ or ‘Confirmed’. Once a service has been "Confirmed" with a Pet Caregiver, please refer to the cancellation Service Policies (above) to review the specific criteria by service type for when the cancellation policy applies. ## What do I do if the Caregiver is running late and I cannot reach them? #### If your Pet Caregiver is running late and unresponsive, we recommend using the 'call' option in the Wag! app chat menu to check if they're on their way, as last-minute changes can cause further delays. **Walks & Drop-Ins:** Pet Caregivers have a 30-minute grace period — from either the scheduled start time or their estimated time of arrival (ETA) if one is provided — to initiate the service in the app. When a Caregiver provides an ETA, the start time is automatically adjusted to reflect it. If the service is not started within this window, it will be automatically canceled and a backup service will be created and auto-assigned via Wag! Picks (Quick Match). **Daycare, Sitting & Boarding:** Pet Caregivers have a 3-hour window to initiate the service in the app. If the service is not started within this window, please contact Wag! Support for assistance. If you'd rather not wait, you can cancel without a fee at any time before the Caregiver has started the service in-app — simply select "Caregiver is late, a no-show, or asked to cancel" as the cancellation reason. #### # **Related Resources**   [**How do I contact a Pet Caregiver?**](https://support.wagwalking.com/en_us/how-do-i-contact-a-pet-caregiver-pp-H1gMIq7E5) ####   [**Booked Service Edits**](https://support.wagwalking.com/en_us/how-do-i-reschedule-or-cancel-a-service-pp-rkXNVo7Nc) ####   [**How to Cancel a Service**](https://support.wagwalking.com/en_us/how-to-cancel-a-service-Sk46caPER) ####   [**Payment Methods**](https://support.wagwalking.com/en_us/how-do-i-add-or-update-my-payment-method-pp-HJrwUBCXc)