1. General Principles

• Refund amounts depend on who cancels and when the cancellation occurs.

• DAWG platform fees are non-refundable once a session is completed.

• Stripe processing fees may or may not be refunded depending on Stripe’s policies.

• Only sessions booked through DAWG are eligible for refunds under this Policy.
   

2. Guardian Cancellations

2.1 Cancel 24+ Hours Before Session Start

If a Guardian cancels at least 24 hours before the session:

• Guardian receives a full refund

• Trainer receives no payout

• DAWG charges no platform fee

Refund includes the full session price, minus any Stripe fees that Stripe does not return.

​

2.2 Cancel Within 24 Hours of Session Start

If a Guardian cancels within 24 hours of the session:

• Guardian receives a 50% refund

• Trainer receives 50% payout

• DAWG may still collect its platform fee depending on payout structure

This compensates Trainers for late cancellations.

​

2.3 Cancel Within 2 Hours

If a Guardian cancels within 2 hours of the session:

• No refund is issued

• Trainer receives the full payout

• DAWG collects its platform fee

This applies to short-notice cancellations where Trainers are unable to rebook the time slot.

​

3. Trainer Cancellations

If a Trainer cancels for any reason:

• Guardian receives a full refund

• Trainer receives no payout

• DAWG charges no fee

Excessive Trainer cancellations may result in account review or suspension.

​

4. No-Shows

4.1 Guardian No-Show

A Guardian is considered a no-show if they or their Dawg do not arrive within 15 minutes of session start.

• No refund issued

• Trainer receives the full payout

• DAWG collects its platform fee
   

4.2 Trainer No-Show

If a Trainer fails to appear:

• Guardian receives a full refund

• Trainer receives no payout

• DAWG charges no fee

• Trainer’s account may be reviewed for disciplinary action
   

5. Weather & Safety Conditions

If training must be canceled due to weather or unsafe conditions:

• Trainers may offer to reschedule

• Guardians may choose either a refund or reschedule

• No penalties apply if both parties agree

If the Trainer cancels for weather, the Guardian receives a full refund.

​

6. Refunds for Multi-Session Packages (Future Feature)

When recurring or multi-session packages are introduced:

• Refunds apply only to unused sessions

• Completed sessions remain billable

• Package-specific terms may apply
   

7. Chargebacks & Disputes

If a Guardian disputes a charge with their bank:

• Stripe may reverse the transaction (chargeback)

• Trainer payouts may be paused during investigation

• Additional fees may be incurred per Stripe’s chargeback policy

• DAWG reserves the right to suspend accounts during dispute resolution

Chargeback outcomes may override refund rules in this Policy.
 

8. Special Circumstances

DAWG may, at its sole discretion, issue refunds outside this Policy for:

• Medical emergencies

• Verified Trainer misconduct

• Verified Guardian fraud

• Safety-related incidents

• Technical or payment system errors
   

9. Refund Timelines

Refunds are processed through Stripe.
Most refunds take 3–10 business days to appear, though some banks may take longer.

DAWG cannot expedite bank processing times.
 

10. Non-Refundable Items

The following are non-refundable:

• Completed sessions

• DAWG platform fees (once the session is completed)

• Stripe processing fees (if Stripe does not return them)

• Background check fees (for Trainers)

• In-app purchases or subscriptions (future feature)
   

11. Policy Updates

DAWG may update this Policy at any time.
Changes become effective immediately upon posting at:
https://www.thedawgapp.com/refund-policy
 

12. Contact

For questions regarding refunds or cancellations:

Bullware Solutions, LLC
Waco, Texas
Email: support@thedawgapp.com