Refund policy

WagglyHub — Returns, Cancellations & Refunds Policy

Last updated: 19 April 2026

This Policy is the single source of truth for all returns, cancellations, refunds, disputes and chargebacks on WagglyHub. It applies to both:

·       Part A — Shop: physical Products sold by WagglyHub as the seller of record;

·       Part B — Services Marketplace: Services booked through WagglyHub from independent Service Providers.

This Policy forms an integral part of our Terms of Service and is to be read together with our Privacy Policy.

For questions or to start a return, contact: support@wagglyhub.com.

Part A — Shop (Products sold by WagglyHub)

A1. Summary

·       Return window: 14 days from the day you receive your order to request a return.

·       Condition: Items must be unused, unworn, with tags attached and in original packaging.

·       How to start: Email support@wagglyhub.com with your order number. We'll reply with a prepaid label and instructions.

·       Return fee: EUR 6 per return (one label per return) deducted from the refund for change-of-mind / fit / colour returns.

·       Fee exceptions: If an item is defective, damaged, or we sent the wrong item or size, the return is free — no EUR 6 deduction and we cover return shipping.

A2. Eligibility and timeframe

·       You must contact us within 14 days of receiving the item to request a return, in line with Directive 2011/83/EU on consumer rights.

·       After your request is approved, please ship the return within 14 days of approval.

·       Items must be in the same condition as received: unused, unworn, unwashed, with tags, and in original packaging. Include the receipt or order number.

·       Returns sent without prior authorisation (RMA) may be refused.

A3. How to start a return

1.      Email support@wagglyhub.com with:

o   order number, item(s) to return and reason;

o   your full name and return address.

2.     We'll email you a prepaid return label and drop-off instructions (keep the receipt when you hand over the parcel).

3.     Affix the label to the parcel and drop it off at the indicated service point.

4.    You'll receive tracking updates. Once received and inspected, we'll process your refund.

The EUR 6 fee is per return, not per item. If multiple labels are requested for one order, an additional EUR 6 applies per label.

A4. Return shipping cost (right of withdrawal)

·       For change-of-mind returns, a flat EUR 6 is deducted from your refund to partially cover return shipping and handling, in line with Article 14(1) of Directive 2011/83/EU.

·       If the return is due to our error (wrong, defective or damaged item), we cover return shipping and no fee is deducted.

·       When you exercise your right of withdrawal within 14 days, we will refund what you paid for the goods plus the standard outbound delivery cost (if any). Express or priority delivery upgrades are not refunded.

A5. Exceptions — non-returnable items

We cannot accept returns for:

·       personalised or custom items made to your request;

·       perishable goods (e.g. food, flowers, plants);

·       sealed health or hygiene items once unsealed (e.g. certain care products);

·       hazardous materials, flammable liquids or gases;

·       digital gifts and gift cards.

These exceptions follow Article 16 of Directive 2011/83/EU.

Sale items: Discounted items are returnable under our 14-day policy unless explicitly identified as falling within one of the legal exceptions above. We do not use "Final Sale" labelling to exclude statutory rights of withdrawal.

A6. Damages and issues

Please inspect your order on delivery. We recommend reporting any visible damage, defect, or incorrect item within 48 hours of delivery to facilitate prompt resolution and evidence gathering. This recommendation does not limit your statutory rights under the legal guarantee of conformity (Directive (EU) 2019/771). We will assess and resolve (replacement or full refund, with return shipping covered).

Statutory legal guarantee of conformity (Directive (EU) 2019/771): Independently of this Policy, you have a 2-year legal guarantee on Products purchased from the Shop, covering defects existing at the time of delivery. Reporting an issue quickly helps us resolve it faster, but does not limit your statutory rights.

A7. Exchanges

To get the item you want faster, return the item and place a new order. Once we receive and inspect the return, we will refund you.

A8. Refunds

·       We will email you once we receive and inspect your return and confirm whether it is approved.

·       If approved, we will issue the refund to your original payment method, without undue delay and at the latest within 14 days of our approval, in line with Article 13 of Directive 2011/83/EU.

·       Your bank or card issuer may need additional time to post the refund.

·       If more than 15 business days have passed since approval and you have not received the refund, contact us at support@wagglyhub.com.

Deductions for diminished value

If an item is returned used, worn, damaged, or missing parts or packaging beyond what is necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect the diminished value, in line with Article 14(2) of Directive 2011/83/EU. This does not apply to faulty or incorrectly supplied items. We will document any deduction and share the evidence with you. Items that are not eligible for return (for example, opened hygiene products) may be refused.

A9. Return address

WagglyHub — Returns

Avenue du Globe 51, B1

1190 Forest, Belgium

A10. Model withdrawal form

You may use the model withdrawal form set out in Annex I to exercise your right of withdrawal, but you are not obliged to do so.

Part B — Services Marketplace (Services booked from independent Service Providers)

B1. How payments and refunds work on the Marketplace

When you book a Service:

·       Payment is collected at the time of booking by WagglyHub through its payment gateway provider, with WagglyHub acting as the receiving merchant of record for the transaction with the Buyer's bank or card issuer;

·       The funds remain in WagglyHub's payment-processing balance with the payment gateway provider (a virtual balance maintained by the gateway as a regulated payment institution) pending performance of the Service. The funds are not held in a WagglyHub bank account;

·       Payment is transferred to the Service Provider only after the Service has taken place — either when the Buyer confirms completion in the Service, or automatically 24 hours after the scheduled end of the Service if no dispute has been opened;

·       The 24-hour period after the scheduled end of the Service is the dispute window — see Section B5;

·       WagglyHub is an intermediary. The contract for the Service is between the Buyer and the Service Provider. WagglyHub provides the platform, the booking flow, payment collection and settlement, support and the dispute mechanism, but does not perform the Service and is not a party to the underlying Service contract;

·       WagglyHub does not provide a banking, escrow or e-money service to the Buyer or the Service Provider, and does not hold the Service Provider's funds in trust. The collection-and-transfer mechanism is a payment-processing arrangement provided by a regulated payment institution.

This Policy distinguishes between two categories of Marketplace Services, because the rules differ:

·       Accommodation Services — overnight or multi-day stays, including pet hotels, boarding and "Hotel & Spa" packages where accommodation is included;

·       Standard Services — all other Services (for example, day care, walks, grooming, training, standalone spa sessions, sitting visits).

B2. Right of withdrawal for Services (consumer Buyers)

EU consumer law distinguishes between different categories of Services, and this distinction shapes the rules in this Policy. Under Article 16 of Directive 2011/83/EU, the statutory 14-day right of withdrawal does not apply to:

·       contracts for the provision of accommodation other than for residential purposes, transport of goods, vehicle rental, catering or services related to leisure activities, where the contract provides for a specific date or period of performance (Article 16(l)) — this covers Accommodation Services on the Marketplace such as pet hotels, boarding and overnight stays;

·       contracts for services performed in full before the end of the withdrawal period, where you gave prior express consent and acknowledged loss of the right of withdrawal upon full performance (Article 16(c)) — this typically covers Standard Services such as walks, grooming, training and sitting visits, which are scheduled for and delivered on a specific date.

Because most Services on the Marketplace fall within these statutory exceptions, WagglyHub applies the cancellation rules in Section B3 instead. These rules are designed to give Buyers fair flexibility while reflecting the operational reality of each category of Service:

·       Accommodation Services involve perishable inventory (a room not used on a given night cannot be re-sold), and the industry-wide standard is for cancellation policies to be more restrictive. Each accommodation Service Provider sets and discloses its own cancellation policy on the booking page.

·       Standard Services are more flexible operationally, and WagglyHub applies a single platform-wide cancellation rule with a small administration fee.

If a Service does not fall within one of the exceptions in Article 16, your statutory right of withdrawal is preserved and is not affected by this Policy.

B3. Cancellation by the Buyer

The rules below differ depending on whether the booking is for an Accommodation Service (subject to provider-specific cancellation policies, in line with Article 16(l) of Directive 2011/83/EU) or a Standard Service (subject to WagglyHub's standardised cancellation rule). The applicable category and rule is shown to you on the booking page before you confirm the booking.

B3.1 Standard Services (non-accommodation)

If you cancel a confirmed booking for a Standard Service before it takes place:

a cancellation administration fee of EUR 3 applies, retained by WagglyHub;

the remainder of your booking is refunded to your original payment method;

refund is processed within 5–10 business days of the cancellation.

B3.2 Accommodation Services (Hotel & Spa with accommodation)

If you cancel a confirmed booking that includes accommodation:

the WagglyHub platform service fee is non-refundable and is retained by WagglyHub;

the Service Provider's own cancellation policy then applies to the remaining amount. That policy is displayed on the booking page at the time of booking and is part of the contract between you and the Service Provider;

the refundable balance, after applying the platform fee retention and the Service Provider's policy, is refunded to your original payment method within 5–10 business days.

The platform fee paid at the time of booking is shown to you at checkout, including a clear note that it is non-refundable in case of cancellation. Each accommodation Service Provider's cancellation policy is also shown on the booking page before you confirm.

B3.3 Buyer no-show (both Standard Services and Accommodation Services)

If you do not appear for a scheduled Service and have not cancelled in advance through the Service:

the booking is treated as fully performed for cancellation and refund purposes;

the Service Provider receives the full payment (less the platform service fee, which is retained by WagglyHub) at the standard release time described in Section B1;

no refund is due, except where this Policy or applicable mandatory consumer law provides otherwise.

This rule applies equally to Standard Services and to Accommodation Services, and prevails over any cancellation policy of the Service Provider that would otherwise apply to a cancellation made in advance under Section B3.2.

B4. Cancellation by the Service Provider

When a Service Provider cancels a confirmed booking, you (the Buyer) are always entitled to a full refund, including the platform service fee. The refund is processed to your original payment method within 5–10 business days.

In addition, the Service Provider is charged the following fees by WagglyHub, depending on the type of Service and the timing:

B4.1 Accommodation Services (Hotel & Spa)

Cancellation 48 hours or more before scheduled check-in: Service Provider is charged a cancellation administration fee of EUR 3 plus the non-recoverable payment gateway fees incurred at the time of the original transaction.

Cancellation less than 48 hours before scheduled check-in: Service Provider is charged a late cancellation fee of EUR 10 plus the non-recoverable payment gateway fees.

B4.2 Standard Services (non-accommodation)

Service Provider is charged a cancellation administration fee of EUR 3 plus the non-recoverable payment gateway fees, regardless of timing.

B4.3 How fees and amounts owed are recovered from the Service Provider

The fees described in B4.1 and B4.2, as well as any other amount owed by the Service Provider to WagglyHub under this Policy or the Terms of Service (including dispute-related splits under Section B5, chargeback-related amounts under Section B7, and any platform fees, scheme fees and gateway fees) are recovered from the Service Provider by one or more of the following methods, applied in the order WagglyHub deems appropriate:

set-off and deduction from future payouts that WagglyHub would otherwise be due to transfer to the Service Provider;

debit of the Service Provider's connected payment account held with our payment gateway provider, where this is technically and legally available;

recording of a provider debit ledger balance that is cleared automatically against the next available payout, transfer or transaction;

By accepting bookings on WagglyHub, the Service Provider:

expressly authorises WagglyHub to apply the recovery methods above without further consent;

expressly authorises WagglyHub to instruct the payment gateway provider to apply set-off and debit operations as needed;

acknowledges that this authorisation is confirmed during onboarding and remains in force for the duration of the relationship and for any open balances thereafter;

agrees that amounts unrecovered after reasonable attempts may be pursued through ordinary debt-collection channels, with reasonable costs of recovery being added to the amount owed.

Repeat or systematic provider-initiated cancellations, unrecovered balances, or chargebacks attributable to the Service Provider may also affect the Service Provider's trust level, with the consequences described in the Terms of Service (Section 15.2), and may be a ground for suspension or termination under Section 19 of the Terms of Service.

B5. Disputes after the Service has been performed

The 24-hour dispute window described in the Terms of Service (Section 10.3) gives Buyers a way to flag problems that only become apparent after a Service has been delivered.

A Buyer may open a dispute within the dispute window where:

the Service was not performed or only partially performed;

the Service Provider was a no-show;

the Service was materially different from what was described in the listing;

the Service caused harm or injury to the pet that is reasonably attributable to the Service Provider;

the Service Provider engaged in abusive or inappropriate behaviour;

there was a material misrepresentation in the listing relevant to the booking.

Disputes based on subjective preferences alone (for example, you would have preferred a different style of grooming) are not eligible if the Service was delivered as described.

B5.2 How to open a dispute

Open a dispute through the Service or by emailing support@wagglyhub.com within 24 hours after the scheduled end of the Service, including:

the booking reference;

the ground(s) for the dispute (Section B5.1);

a clear description of what happened;

any evidence available (photos, messages, vet reports, etc.).

B5.3 What happens during a dispute

The payment to the Service Provider is placed on hold and is not released until the dispute has been resolved.

The Service Provider is notified and invited to respond, with evidence, within 48 hours.

WagglyHub reviews the information from both sides and, where relevant, requests additional evidence. Either party has 48 hours to respond to such a request, after which WagglyHub may decide based on the available information.

WagglyHub aims to resolve disputes within 14 calendar days of opening, where possible. Complex cases may take longer; both parties will be kept informed.

After review, WagglyHub will decide one of the following outcomes:

Release in full to the Service Provider — the dispute is not substantiated;

Refund in full to the Buyer — the Service was not performed, was materially defective, or other ground in B5.1 is established and justifies a full refund;

Partial split — the Service was partially delivered or partially defective; the payment is split between Service Provider and Buyer in proportion to what was delivered.

In all cases, the platform service fee is reallocated proportionally to the part of the payment released to the Service Provider. If the Buyer receives a full refund, the platform service fee is also refunded to the Buyer.

WagglyHub's decision in a dispute is without prejudice to the Buyer's and Service Provider's right to pursue further legal remedies between themselves. WagglyHub is not a court or arbitration body and does not adjudicate damages claims beyond the amount paid through the platform.

B5.5 Damage and injury claims beyond the booking value

WagglyHub is not an insurer or guarantor of the Services and does not operate a compensation fund. Where harm exceeds the value of the booking — for example, vet costs following an injury — those claims must be pursued directly against the Service Provider and, where applicable, through the Service Provider's professional liability insurer (information about which is shown on the Service Provider's profile, where disclosed). See Section 17 of the Terms of Service.

B6. Booking modifications

A Buyer may request a modification to a confirmed booking (for example, change of date, time, duration or scope) through the Service. Modifications mutually agreed between the Buyer and the Service Provider are processed without any cancellation fee.

If the parties do not agree on a modification and the Buyer no longer wishes to proceed with the original booking, the cancellation rules in Section B3 apply.

B7. Chargebacks

A chargeback is a procedure operated by card networks (such as Visa and Mastercard) and the Buyer's bank under which the Buyer asks their bank or card issuer to reverse a payment, independently of WagglyHub's internal dispute mechanism (Section B5).

B7.1 Operational handling

For technical and card-network reasons, when a chargeback is raised:

the payment gateway provider debits the disputed amount and any related fees from WagglyHub's platform balance automatically;

WagglyHub, in its operational role as the receiving merchant of record for marketplace transactions, handles the procedural response to the Buyer's bank within the deadlines set by the card networks, including by submitting any factual evidence available to the platform (booking confirmation, transaction details, communications between the parties, dispute records under Section B5, and similar information);

WagglyHub does not represent the merits of the underlying Service on behalf of the Service Provider, and does not warrant or guarantee any particular outcome of the chargeback procedure.

B7.2 Allocation of financial responsibility

where the chargeback relates to a Service that the Service Provider performed defectively, did not perform, or otherwise gave rise to grounds equivalent to those listed in Section B5.1, the Service Provider bears the financial impact of the chargeback (the disputed amount and any related fees);

where the chargeback relates to a technical or operational failure of the platform itself (for example, a verifiable platform bug that led to a duplicate charge), WagglyHub bears the financial impact;

where the chargeback is fraudulent or abusive on the part of the Buyer (for example, "friendly fraud" where the Service was demonstrably delivered as agreed), the financial impact is allocated to whichever party can reasonably be held responsible based on the evidence; in the absence of clear attribution, WagglyHub absorbs the loss for chargebacks initiated by Buyers.

WagglyHub recovers from the Service Provider any chargeback amount, scheme fees, gateway fees and reasonable handling costs allocated to the Service Provider under this Section, using the recovery mechanisms described in Section B4.3 (deduction from future payouts, debit of the connected payment account where available, or provider debit ledger).

B7.3 Effect on consumer rights

B7.4 Chargebacks raised before payment is transferred to the Service Provider

Because payment is not transferred to the Service Provider until the Service has taken place (see Section B1), a chargeback raised by the Buyer's bank or card issuer before that transfer has occurred — for example, in cases of fraudulent or stolen card use, or where the cardholder did not authorise the transaction — is handled as follows:

the booking is immediately suspended, and the Service Provider is notified that the booking is on hold pending investigation;

the Service Provider must not perform the Service while the booking is suspended; any Service performed against a suspended booking is performed at the Service Provider's own risk;

WagglyHub investigates the matter and, where appropriate, may place the Buyer's account on hold pending further checks, in line with Section 19 of the Terms of Service;

because no transfer has yet been made to the Service Provider, the financial reversal at the level of the payment gateway typically does not require recovery from the Service Provider, save for any non-recoverable scheme or gateway fees that the gateway provider passes on, which are allocated under Section B7.2.

This pre-transfer protection is a direct consequence of WagglyHub's payment-release model (Section B1) and significantly reduces the financial exposure of both WagglyHub and Service Providers to fraudulent transactions.

B7.5 Use of the internal dispute mechanism

Buyers are strongly encouraged to use the internal dispute mechanism in Section B5 before initiating a chargeback. The internal mechanism is faster, free of bank-side fees, and designed specifically for the type of issues that arise on the Marketplace.

Initiating a chargeback without first attempting to resolve the matter through Section B5, or initiating a chargeback that is later determined to be unfounded or abusive (for example, repeated chargebacks for Services that have demonstrably been delivered), may be treated as a breach of these Terms and may lead to suspension or termination of the Buyer's account in accordance with Section 19 of the Terms of Service.

Part C — Common provisions

C1. Refund methods and timing

Refunds are issued to the original payment method. Where this is technically not possible (for example, expired card), we will agree an alternative method with you. Bank or card-issuer processing times are outside WagglyHub's control.

C2. Statutory rights

Nothing in this Policy limits or excludes any mandatory consumer-protection rights you may have under EU law or the law of your country of residence, including:

the right of withdrawal under Directive 2011/83/EU;

the legal guarantee of conformity under Directive (EU) 2019/771 (Products);

mandatory protections under your local consumer law.

C3. Disputes you cannot resolve with us

For disputes you have not been able to resolve directly with us, alternative dispute resolution options are described in Section 22 of the Terms of Service, including the contact details of the Belgian Consumer Mediation Service and information for consumers in other EU/EEA Member States.

C4. Changes to this Policy

We may update this Policy from time to time. Material changes will be communicated as set out in the Terms of Service. The version applicable to your booking or order is the one in force at the time you placed it.

C5. Contact

- Email: support@wagglyhub.com

- Postal address: WagglyHub SRL, Avenue du Globe 51, 1190 Forest (Brussels), Belgium

Annex I — Model withdrawal form (Shop)

(For the right of withdrawal under Directive 2011/83/EU. To be used only if you wish to withdraw from a contract for the sale of Products in the Shop. You may also notify your withdrawal by any other clear statement.)

To: WagglyHub SRL, Avenue du Globe 51, 1190 Forest (Brussels), Belgium

Email: support@wagglyhub.com

I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods: [__________]

Ordered on [*] / received on [*]: [__________]

Name of consumer(s): [__________]

Address of consumer(s): [__________]

Order number: [__________]

Date: [__________]

Signature of consumer(s) (only if this form is notified on paper): [__________]

[*] Delete as appropriate.