This Refund and Cancellation Policy ("Policy") governs all payment-related matters between you ("Client," "Customer," or "User") and Cover Alliance LLC, doing business as GoGoPETS ("Company," "we," "us," or "our"), a Florida limited liability company operating the GoGoPETS platform, website, and mobile application (collectively, the "Services"). This Policy is designed to comply with applicable U.S. consumer protection laws, Federal Trade Commission (FTC) regulations, and the Florida Deceptive and Unfair Trade Practices Act (FDUTPA).

Purpose and Scope
Definitions
Disclosure and Acceptance of Non-Refundable Fees
Client Cancellations
Driver Cancellations and No-Shows
Proof of Delivery and Completion
Dispute Resolution
Refund Processing Timeline
Force Majeure
Concierge Bookings
Chargebacks and Account Status
Compliance with Consumer Protection Laws
Agreement and Enforcement
Contact Information

1. Purpose and Scope

This Policy outlines the rights and obligations of Clients, Drivers, and GoGoPETS in connection with payments, cancellations, refunds, and disputes arising from transactions conducted through the GoGoPETS platform. It forms an integral part of our Terms and Conditions and applies to all Services provided by GoGoPETS.

2. Definitions

"Platform Fee" refers to GoGoPETS' fixed $99 service fee for standard bookings.
"Concierge Fee" refers to GoGoPETS' fixed $299 concierge fee for premium personalized bookings.
"Stripe Transaction Fees" refer to payment processing fees charged by Stripe for each transaction, including both original charges and refunds.
"Pickup" refers to the scheduled collection of an animal by a registered driver.
"Drop-off" refers to the successful completion of the transport and delivery of the animal to its destination.
"Client" means the person or entity requesting transport services via the GoGoPETS platform.
"Driver" means an independent transporter registered and approved to provide services through the GoGoPETS platform.

3. Disclosure and Acceptance of Non-Refundable Fees

All non-refundable fees are disclosed prior to payment authorization. By confirming a booking, the Client expressly acknowledges and agrees that Platform and Concierge Fees are non-refundable once a driver match or route proposal is made. Stripe Transaction Fees are also non-refundable and are borne by the Client, including any applicable refund processing fees.

4. Client Cancellations

(a) Cancellation 24 hours or more before Pickup: Clients may cancel their booking and receive a partial refund equal to the total transport amount minus (i) the Platform or Concierge Fee, and (ii) Stripe Transaction Fees.

(b) Cancellation less than 24 hours before Pickup: No refund will be issued unless the Client provides reasonable evidence of illness, emergency, or force majeure circumstances beyond their control. If approved, a refund of the transport amount (excluding Platform/Concierge and Stripe fees) will be processed.

(c) Client No-Show or Failure to Present Animal: If the Driver arrives at the Pickup location but the Client fails to present the animal, the Driver is entitled to 10% of the transport amount as compensation, subject to verifiable proof of arrival (GPS or photo). The Platform/Concierge Fees and Stripe Transaction Fees remain non-refundable. Any remaining balance will be refunded within fourteen (14) business days.

5. Driver Cancellations and No-Shows

(a) If a Driver cancels within twenty-four (24) hours of Pickup or fails to appear, GoGoPETS may suspend the Driver account and offset future earnings or impose account deductions consistent with applicable law and the Driver Independent Contractor Agreement.

(b) GoGoPETS will offer the Client an alternative Driver within twenty-four (24) hours. If the Client declines the replacement, a full refund will be issued, excluding Stripe Transaction Fees.

6. Proof of Delivery and Completion

Valid proof of delivery includes GPS data, timestamped photos, digital signatures, or equivalent evidence. If the Client does not confirm receipt within twenty-four (24) hours of delivery notification, GoGoPETS may close the order based on Driver-provided documentation and release the final payout. This administrative closure does not limit the Client's statutory rights to dispute a transaction; however, GoGoPETS will rely on delivery evidence to contest unjustified disputes.

7. Dispute Resolution

Clients may submit service-related disputes within seven (7) calendar days of delivery notification by contacting GoGoPETS Support at hello@gogopets.us and providing supporting documentation. Disputes submitted after this window may not be considered. All completed and undisputed transports are non-refundable.

8. Refund Processing Timeline

Approved refunds are processed within fourteen (14) business days of approval to the original payment method. Availability of funds depends on bank or payment processor policies beyond GoGoPETS' control.

9. Force Majeure

Neither GoGoPETS nor its Drivers shall be liable for delays or non-performance caused by events beyond reasonable control, including but not limited to natural disasters, extreme weather, epidemics, transportation breakdowns, strikes, civil unrest, or government actions. The Client must notify GoGoPETS in writing within twenty-four (24) hours of becoming aware of such an event to request rescheduling or refund consideration.

10. Concierge Bookings

Concierge Clients receive individualized case review and may be offered remedies including refunds, rebooking, or reasonable compensation, at GoGoPETS' discretion, based on the nature of the issue and documentation provided.

11. Chargebacks and Account Status

Initiating a chargeback or payment dispute through a bank or processor temporarily suspends the associated Client or Driver account pending investigation. Verified fraudulent or abusive disputes may result in permanent termination and recovery of associated fees and administrative costs. GoGoPETS complies with the Fair Credit Billing Act (FCBA) and maintains transparent dispute handling procedures.

12. Compliance with Consumer Protection Laws

This Policy is intended to comply with the FTC's "Unfair or Deceptive Acts or Practices" standards and the Florida Deceptive and Unfair Trade Practices Act (FDUTPA). GoGoPETS commits to transparent disclosures, reasonable cancellation options, and fair dispute resolution consistent with applicable law.

13. Agreement and Enforcement

This Policy forms part of the GoGoPETS Terms and Conditions. In case of inconsistency, this Policy governs refund, cancellation, and payment matters. By confirming a booking, Clients acknowledge and agree to these terms. This Policy is interpreted under the laws of the State of Florida.

14. Contact Information

For refund or cancellation inquiries, please contact:

GoGoPETS / Cover Alliance LLC

6278 N Federal Hwy

Fort Lauderdale, FL 33308, USA

Email: hello@gogopets.us

Phone: (+1) 855-963-5436

Frequently Asked Questions

What is the GoGoPETS Refund and Cancellation Policy?

Our Refund and Cancellation Policy outlines the conditions under which clients may cancel a booking, request a refund, or resolve disputes related to pet transportation services. It ensures fairness for both clients and drivers while maintaining compliance with U.S. consumer protection laws.

Are the GoGoPETS service fees refundable?

No. The Platform Fee ($99) for standard bookings and the Concierge Fee ($299) for premium bookings are non-refundable once a booking has been confirmed. These fees cover administrative, coordination, and platform costs.

Why are the service fees non-refundable?

Once a booking is confirmed, GoGoPETS immediately allocates resources to match your request with verified drivers, perform safety checks, and manage route logistics. These operational costs are incurred regardless of whether transport occurs.

Can I cancel my booking and get a refund?

Yes, you may cancel your booking. If you cancel 24 hours or more before pickup, you'll receive a partial refund (excluding Platform/Concierge and Stripe fees). If you cancel less than 24 hours before pickup, your payment is non-refundable, unless you provide valid documentation for an emergency or force majeure.

What happens if my pet gets sick or cannot travel?

If your pet becomes ill or unfit for travel, you may submit a veterinary certificate within 24 hours before pickup. GoGoPETS will review the documentation and may approve a refund of the transport amount (excluding non-refundable fees).

What if the driver doesn't show up?

If a driver cancels within 24 hours of pickup or fails to appear, GoGoPETS will immediately assign an alternative driver. If you decline the replacement, you'll receive a full refund, minus Stripe transaction fees.

What if I'm not home or unavailable when the driver arrives?

If the driver arrives as scheduled and the client or pet is unavailable, the driver receives 10% of the booking total as compensation. The Platform/Concierge and Stripe fees remain non-refundable. The remaining balance may be refunded within 14 business days.

How long does it take to receive an approved refund?

Approved refunds are processed within 14 business days of approval. The time it takes for funds to appear in your account depends on your bank or payment provider.

Who pays Stripe transaction fees for refunds?

Stripe transaction fees are non-refundable and are always borne by the client, both for the original payment and for refund processing.

What is the dispute window for service-related issues?

Clients may file a service-related dispute within seven (7) calendar days of delivery notification by contacting hello@gogopets.us and providing supporting evidence.

What happens if I don't confirm delivery in the app?

If you fail to confirm delivery within 24 hours of driver-submitted proof, GoGoPETS may automatically close the order and finalize payment. This closure doesn't affect your right to submit a dispute within seven days.

Can I charge back a transaction through my bank?

Yes, but please contact GoGoPETS first. Filing a chargeback automatically suspends your GoGoPETS account until the issue is resolved. Fraudulent or abusive chargebacks may result in permanent termination and recovery of associated administrative costs.

What if my booking is affected by severe weather or emergencies?

If a trip cannot proceed due to natural disasters, severe weather, or public emergencies, GoGoPETS will evaluate the situation and may offer rescheduling, refund, or compensation as appropriate under the Force Majeure clause.

How are refunds handled for Concierge clients?

Concierge clients receive personalized case reviews. Depending on the situation, GoGoPETS may offer a refund, rebooking, or other form of compensation.

What is considered valid proof for delivery completion?

Valid proof includes GPS location data, timestamped photos, digital signatures, or internal system verification showing successful drop-off.

What if my driver or route changes after booking?

If GoGoPETS must change your assigned driver or route, we'll notify you promptly. If you don't agree with the replacement, you may request a full refund minus Stripe fees.

How do I submit a refund or dispute request?

You can email hello@gogopets.us with your booking ID, contact details, and supporting documents (photos, communication screenshots, etc.). A GoGoPETS support agent will respond within two business days.

What if I booked through the Concierge service but want to cancel?

Once a Concierge booking is initiated, the $299 fee is non-refundable. However, transport-related charges may be refundable under the same conditions as standard bookings.

What is GoGoPETS' stance on force majeure or unforeseen events?

GoGoPETS is not responsible for cancellations or delays caused by circumstances beyond its control (e.g., accidents, natural disasters, government restrictions). Clients must notify GoGoPETS in writing within 24 hours of becoming aware of such an event to qualify for review.

Does accepting the Refund Policy mean I agree to the Terms and Conditions too?

Yes. By confirming your booking, you acknowledge and accept both the Terms and Conditions and the Refund and Cancellation Policy, which together govern your contractual relationship with GoGoPETS.

Refund and Cancellation Policy

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