No cancellations are allowed for the appointments booked through the platform. In case the pet care provider fails to deliver service on the appointment date and time, then you shall inform us by reaching out to our customer services on the TOT Platform. TOT will investigate the incident and, if it is found that money was charged to Your card or bank account without delivery of the service, then You will be refunded the money within 21 working days from the date of receipt of Your e mail. It will take 3-21 working days for the money to show in Your bank account depending on Your bank’s policy. All refunds will be normally credited to the source of the payment.