Refund & Cancellation Policy

Last updated: February 27, 2026Version: 1.0

Summary

This policy explains how cancellations and refunds work on the Bubba platform. It covers your statutory rights under EU consumer protection law, the provider's cancellation policy, and how to request a cancellation or refund. This policy is part of our Pet Owner Terms & Conditions and should be read together with them.

  1. Your Statutory Withdrawal Right

1.1 The 14-Day Cooling-Off Period

Under the Consumer Rights Directive (2011/83/EU), when you book a service online (a "distance contract"), you have a 14-day right of withdrawal starting from the date the contract is concluded — i.e., when your booking is confirmed.

During this 14-day period, you may withdraw from the contract without giving any reason and without incurring any costs (subject to the exceptions below).

1.2 Exceptions to the Withdrawal Right

The withdrawal right may not apply in the following situations:

a) Service fully performed (Art. 16(a)): If the service has been fully performed and performance began with your prior express consent and acknowledgment that you would lose your withdrawal right once the service is fully performed, you cannot withdraw after full performance.

b) Specific-date services (Art. 16(l)): For service contracts providing for a specific date or period of performance — such as a scheduled grooming appointment — the withdrawal right may not apply. The applicability of this exception to pet services varies by jurisdiction. We will inform you before booking whether this exception applies.

1.3 How to Exercise Your Withdrawal Right

You can exercise your withdrawal right in any of the following ways:

  1. In the app: Open the booking → select "Cancel Booking" → confirm cancellation.
  2. By email: Send a clear statement of withdrawal to legal@bubba.pet, including your name, booking reference/order ID, and date of booking.
  3. Using the model withdrawal form: See Section 6 below.

Your withdrawal is effective from the date you send your notice (not when we receive it).

1.4 Refund Upon Withdrawal

If you exercise your statutory withdrawal right:

  • You will receive a full refund within 14 days of us receiving your withdrawal notice.
  • The refund will be made using the same payment method you used for the original transaction.
  • No deductions will be made except as permitted by law (e.g., proportional payment for services partially performed with your prior consent before withdrawal).

  1. Provider Cancellation Policies

2.1 What Are Provider Cancellation Policies?

Each service provider on Bubba may set their own cancellation terms for their services. These are separate from your statutory withdrawal right and operate as contractual arrangements.

Provider cancellation policies are displayed:

  • On the provider's listing page.
  • During the booking process (before you confirm).
  • In your booking confirmation.

2.2 Common Cancellation Terms

Provider cancellation policies typically include:

TermDescription
Free cancellation windowA period before the appointment during which you can cancel for free (e.g., 24 hours, 48 hours before the appointment).
Late cancellation feeA fee charged if you cancel after the free cancellation window has passed. This may be a percentage of the service price (e.g., 50%) or a fixed amount.
Last-minute cancellationSome providers may charge the full service price for very late cancellations (e.g., within 2 hours of the appointment).
Common provider cancellation terms

2.3 Relationship to Statutory Rights

The provider's cancellation policy does not replace or limit your statutory withdrawal right.

  • If you are within the 14-day withdrawal period and no exception applies (see Section 1.2), you can withdraw regardless of the provider's cancellation policy.
  • Provider cancellation policies apply in addition to your statutory rights, particularly for situations where the statutory withdrawal right has expired or an exception applies.

  1. Cancellation by the Provider

If a service provider cancels your confirmed booking:

  • You will receive a full refund of the booking amount.
  • Bubba will notify you immediately.
  • You can rebook the same or a different provider.
  • You will not be charged any cancellation fees.

  1. Cancellation by Bubba

Bubba may cancel a booking in exceptional circumstances:

  • The provider has been removed from the platform.
  • Safety concerns have been identified.
  • Fraud has been detected.
  • A court order or legal requirement mandates cancellation.

  1. No-Show Policy

5.1 What Counts as a No-Show

A no-show occurs when you do not attend your scheduled appointment and do not cancel in advance. Each provider defines their no-show window (the time after the scheduled start after which you are considered a no-show).

5.2 Consequences

  • The provider may charge a no-show fee as defined in their booking policies (up to the full service price).
  • The provider should attempt to contact you before marking a booking as a no-show.
  • If you believe a no-show was marked in error, contact us at legal@bubba.pet.

  1. Model Withdrawal Form

In accordance with the Consumer Rights Directive Annex I(B), we provide the following model withdrawal form. You are not obligated to use this form — any clear statement expressing your decision to withdraw is sufficient.

Model Withdrawal Form

To: MB Bubba, Žirmūnų g. 57-50, LT-09110 Vilnius, Lithuania, legal@bubba.pet

I hereby give notice that I withdraw from my contract for the provision of the following service:

  • Service description: ____________
  • Booking reference / Order ID: ____________
  • Date of booking confirmation: ____________
  • Scheduled service date: ____________
  • Name of consumer: ____________
  • Address of consumer: ____________
  • Date: ____________
  • Signature (only if sent on paper): ____________

  1. Refund Process

7.1 How Refunds Are Processed

All refunds are processed by Bubba through Adyen (our payment processor) and returned to your original payment method.

7.2 Refund Timelines

ScenarioRefund timeline
Statutory withdrawalWithin 14 days of receiving your withdrawal notice
Free cancellation windowWithin 10 business days
Provider cancellationWithin 10 business days
Platform cancellationWithin 10 business days
Refund timelines by scenario

7.3 Partial Refunds

You may receive a partial refund in the following situations:

  • You cancelled after the free cancellation window, and the provider's cancellation fee applies.
  • Services were partially performed before your withdrawal (proportional payment per Art. 14(3) of the Consumer Rights Directive).
  • A no-show fee was applied and you have not successfully disputed it.

7.4 Disputes

If you disagree with a refund amount or a cancellation fee:

  1. Contact us at legal@bubba.pet with your booking reference and a description of the issue.
  2. We will review your case within 20 business days.
  3. If you remain dissatisfied, you may use the EU Online Dispute Resolution platform or seek resolution through the courts (see Section 12 of our Pet Owner Terms & Conditions).

  1. How to Request a Cancellation or Refund

8.1 In the App

  1. Open the Bubba app and navigate to your bookings.
  2. Select the booking you wish to cancel.
  3. Tap "Cancel Booking" and review any applicable terms.
  4. Confirm the cancellation.
  5. You will receive a confirmation email with refund details (if applicable).

8.2 By Email

Send your request to legal@bubba.pet with:

  • Your name and email address.
  • Booking reference / Order ID.
  • Reason for cancellation (optional for statutory withdrawal).
  • Whether you are exercising your statutory withdrawal right.

8.3 Response Time

We will acknowledge your cancellation request within 2 business days and process any applicable refund per the timelines in Section 7.

  1. Contact Us

For cancellation or refund inquiries:

Emaillegal@bubba.pet
Postal addressMB Bubba, Žirmūnų g. 57-50, LT-09110 Vilnius, Lithuania