WagDay Help for Pet OwnersCancelling a booking
How to request a cancellation in the portal, what the "Cancel by" time means, and what happens to your money and pass credits.
Plans change — here's how to cancel, and what to expect afterwards.
Requesting a cancellation
Cancelling in the portal is a request, not an instant cancellation. The facility's staff approve or decline it, and you get a portal notification either way. Staff approve requests so they can offer the spot to another dog — that's why a human looks at each one.
- Sign in to the portal and go to Bookings.
- Find the booking and choose Request cancellation (it's on the booking card, and on the booking's detail page too).
- You'll see "Cancellation request submitted successfully", and the booking shows its cancellation request status while staff review it.
The "Cancel by" time
Your booking shows a Cancel by time — that's the facility's cancellation cut-off. Each facility sets its own notice period, so yours may differ from another daycare's.
- Before the cut-off: the portal accepts your request as normal.
- After the cut-off: the portal won't accept a cancellation request. Ring the facility instead — they can sometimes help, and it's always their call.
The cut-off exists because a spot cancelled too late to resell costs the daycare real income, and staffing is planned around the dogs expected that day.
When your request is approved
- Paid by card: the payment is refunded to the card you originally paid with.
- Paid a deposit only: whether the deposit comes back depends on the facility's refund policy — check with them if you're unsure.
- Booked with a pass credit: the credit goes straight back onto your pass.
- A late-cancel fee may apply if your request fell inside the facility's notice window. The fee is a percentage of the booking price set by the facility, and it's judged by when you asked to cancel — a slow approval can't turn your on-time request into a late one. Payments and invoices explains how these fees work.
What can't be cancelled
A booking that's already completed or already cancelled can't be cancelled again — the portal simply won't offer the option.