Clear, firm and fair — so you and your pet can arrive at your session knowing exactly what to expect.
Every session is prepared for in advance, so these rules are firm: seven days' notice, one free reschedule, and no refunds based on what comes through.
To cancel or reschedule, email pawwtalks@gmail.com. Notice is counted from the time I receive your email, measured against your session start time.
Payments are final except in the cases below. Approved refunds are paid to your original payment method within 5–7 business days. Payment processing fees charged by the payment gateway are non-refundable and are deducted from any full refund for a cancellation made 7 or more days ahead, including journeys. If I cancel, I can't connect with your pet, or you were charged in error, you are refunded in full with no deduction.
| Situation | Refund |
|---|---|
| You cancel 7 or more days before your session | Full refund minus non-refundable payment processing fees |
| You cancel less than 7 days before your session | None |
| You miss your session | None |
| You arrive late | None. The session still ends on time |
| Second reschedule (requested 7 or more days ahead) | Not a refund. A 50% fee is charged |
| Your pet refuses to connect, or I can't establish a connection within the first 15 minutes of your call | New session, reschedule or full refund, your choice |
| I cancel or reschedule your session | Full refund or new time, your choice |
| You were charged twice or in error | The extra payment is refunded in full |
| What came through wasn't what you expected, or you disagree with it | None |
| Your pet chose not to answer a question or stepped away from a topic | None |
| You see no change in your pet's behaviour afterwards | None |
| Change of mind, incomplete or incorrect information, or a technical problem on your side | None |
| Emergency session, once confirmed | None |
| Journey, cancelled 7 or more days before the first session | Full refund minus non-refundable payment processing fees |
| Journey, after the first session has taken place | None. Unused sessions are not refunded |
What comes through is your pet's to share, and it is not under my control. I relay exactly what I receive, without editing it, but I cannot guarantee it will match what you hoped to hear. I am not responsible for your expectations of a session, so a session that wasn't what you expected is not eligible for a refund.
Your pet always has a voice, and a "no". If your pet doesn't want to answer a question, or becomes uncomfortable, I will never push them. My priority is your pet. Sometimes what they choose to talk about instead is what they most want you to know. A pet stepping away from a topic is part of the conversation, not an incomplete session.
I will tell you within the first 15 minutes of your live call if I can't establish a connection with your pet, or if your pet refuses to connect. If that happens, we will pause and you can choose a reschedule, a new session, or a full refund. If the session continues past the first 15 minutes, a connection has been established, and the session is not eligible for a refund on the grounds of a failed connection.
Emergency sessions. Requests are made through the emergency request form. Your session is confirmed only when I reply with a time, and I aim to hold it within 7–10 days. Once confirmed, an emergency session is non-refundable, because other sessions have been moved to fit you in. Emergencies cover illness, an accident or an end-of-life decision, and animal communication never replaces veterinary care. Emergency sessions are limited each week and are subject to my availability.
Journeys and packages. Journeys are reserved for the pet they were booked for and cannot be transferred.
Custom journeys. Life-event journeys are priced individually after an initial 1:1 session. The initial session follows this policy. The journey's own terms are agreed in writing when I build it.
Questions about this policy? Email pawwtalks@gmail.com. See also our Terms & Conditions.