Cancellation & Refund Policy

Every request is Pending Confirmation until Serafai reviews and confirms it with you. A requested date or time is not a booking, and nothing is charged before confirmation.

You can cancel a request at any time before it is confirmed at no charge.

More than 24 hours before your appointment: there is no charge. Any deposit you paid is refunded or, if you prefer, moved to a new appointment.

Within 24 hours of your appointment, or a no-show: the deposit for the affected appointment may be retained.

Some services disclose service-specific cancellation terms when you book — for example, multi-visit pet sitting schedules. Where a service discloses its own cancellation terms at booking, those disclosed terms apply to that service.

If Serafai cancels or makes a change you can't accommodate — for example, a scheduling conflict or a review decision — you receive a full refund of everything you paid for the affected services, or we'll happily help you reschedule, whichever you prefer.

Refunds are issued to the original payment method. Where a card payment was made, it is refunded through our payment processor; payments made by cash, Zelle, or another method are refunded the same way they were paid.

Approved refunds are issued by Serafai promptly after approval. After a refund is issued, your bank, card issuer, or payment provider may take additional time to post the funds to your account. Processing times vary by financial institution and payment method.

Your pet's safety and comfort come first. If a service cannot safely or reasonably be completed — for example, nail care that cannot be safely finished, or a grooming appointment where the coat condition needs individual assessment — we'll tell you what happened and what we recommend.

You are charged only for work that was agreed and performed. There is no automatic 'difficult pet fee,' and additional handling charges, if any, are only discussed and confirmed after review.

Applicable taxes may be charged where required. Any refunded amount includes the taxes that were charged on it.

If you ever have a question about a charge, a cancellation, or a refund, email us at hello@serafaipets.com and we'll work it out with you.