We want the refund process to feel clear, fair, and easy to understand from the beginning.
While the PawChamp Money-Back Guarantee covers many situations where pet parents genuinely tried the program without seeing the expected progress, there are some cases that fall outside the policy.
Understanding these situations early usually helps avoid delays and makes it easier to choose the right support path for your account.
Purchases made through Apple App Store or Google Play
The PawChamp Money-Back Guarantee applies only to subscriptions purchased directly through the official PawChamp website.
If your subscription was purchased through Apple App Store or Google Play, refunds must be requested directly through those platforms because they manage the billing and payment processing themselves.
Each platform uses its own refund system, review process, and payment timelines. In those cases, checking your Apple or Google subscription settings is usually the fastest next step.
Purchase source is one of the first things reviewed during any refund request, which is why timing matters as well.
Requests submitted outside the 30-day period
Refund requests submitted more than 30 days after the original purchase date are generally not covered by the Money-Back Guarantee.
The review window begins from the date of the first successful payment, not from the cancellation date or the last time the app was used. Requests also need to be submitted while the subscription remains active.
Submitting your request within the eligibility window gives the support team the best ability to review account activity and billing history accurately.
Timing alone, however, is not the only requirement connected to eligibility.
Accounts with little or no active participation
The guarantee is intended for pet parents who genuinely used the program and followed their assigned training plan consistently.
Refund eligibility may not apply if:
the plan was not actively followed for at least 7 consecutive days
the first training module was not completed
our experts were not contacted at least twice
the recommended guidance was not genuinely attempted
Dogs learn through repetition and consistency, which is why active participation is part of the review process rather than a simple formality.
If something interrupted your training routine or prevented you from using the app properly, explaining the situation clearly in your request can help the support team better understand the context.
Account status and payment activity are also important parts of the review process.
Duplicate refund requests or active chargebacks
If a refund has already been processed for the same transaction, additional refund requests for that payment usually cannot be reviewed again.
The same applies to transactions connected to an active chargeback or bank dispute. Once a payment dispute is opened through a bank or payment provider, the transaction enters a separate external review process.
In many situations, contacting support directly first is significantly faster than opening a dispute with a financial institution.
Most billing concerns can be clarified through account review, especially in cases involving subscription renewals or cancellation timing.
Subscription cancellation after renewal payments
Canceling a subscription prevents future renewals, but it does not automatically reverse payments that were successfully processed before cancellation took effect.
For example, if a renewal payment was completed before the subscription was canceled, that payment may not qualify for a refund unless it separately meets the official Money-Back Guarantee conditions.
Deleting the app alone also does not cancel an active subscription. Billing remains connected to the original payment method until cancellation is completed through the appropriate subscription settings or billing provider.
Exceptional situations outside the guarantee
Once the eligibility period has passed and the subscription has already been substantially used, payments are generally considered non-refundable.
That said, some unusual situations may still be reviewed individually when fairness supports additional review. The support team looks at these cases separately based on account history, billing details, and the specific circumstances involved.
👉 Still have questions?
Chat with our team directly in the app or via email support@paw-champ.com — we're available 24/7