Cancellation & subscription policy

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This policy covers cancelling an order and cancelling, pausing or skipping a Guardian Club membership. It is written so you never need to phone anyone or argue with a chatbot.

Part one: cancelling an order

1. Before dispatch

Email support@pawguardian.store with your order number and the word CANCEL. If the parcel has not yet been packed, we cancel it and refund you in full, straight away. Most orders are packed within a few hours, so speed helps.

2. After dispatch

Once a parcel is with the carrier we cannot recall it. Refuse the delivery, or accept it and use the ordinary return process on our Exchanges & returns page. Either way you are covered by the 30-day window.

3. Changing an order instead

Wrong colour, wrong address, forgot to add a piece — email us. Before packing, we can change almost anything. After packing, we will help you exchange it rather than send you round in circles.

4. Cancellations by us

Rarely, we cancel an order ourselves: a batch fails quality control, a payment cannot be verified, an address is in a territory we cannot ship to, or a listing carried an obvious pricing error. You are always told why and always refunded in full.

Part two: The Guardian Club

5. How the membership works

The Guardian Club renews automatically on the same date each month until you cancel. Each cycle you are charged the stated membership price, a new piece is dispatched to you, and ten meals are funded through our local partners.

6. Cancelling

Cancel at any time from the link in your membership emails, from your account area, or by emailing support@pawguardian.store. There is no minimum term, no cancellation fee, no retention script and no requirement to give a reason.

Cancellation takes effect immediately and stops all future charges. A box that has already been dispatched is not automatically refunded — it falls under the standard 30-day return terms instead.

7. The 48-hour rule

Please cancel, pause or skip at least 48 hours before your renewal date. Inside that window your box may already be packed and charged. If you miss the deadline and did not intend to renew, email us anyway: if it has not shipped, we will refund it.

8. Pausing and skipping

You do not have to cancel to take a break. You may pause for one, two or three months and keep your membership and pricing, or skip a single month with at least 48 hours' notice. Both are done by email or from your account.

9. Failed payments

If a renewal payment fails, we retry it over the following seven days and email you. After the final failed attempt the membership is paused rather than cancelled, so your place and price are held for 30 days. Nothing is sent while payment is outstanding.

10. Price changes

If we ever change the membership price, existing members are told by email at least 30 days before it applies, with the renewal date it takes effect from. You can cancel before then and pay nothing more.

11. Refunds on membership charges

Any Guardian Club charge is covered by the same 30-day terms as an ordinary order. If a piece arrives faulty, we replace it without a return. See our Refund policy.

12. What happens to the meals

Meals funded by past cycles are already committed to our feeding partners and are not reversed by a cancellation or refund. Ending a membership stops future funding; it does not claw back food from a dog that has already eaten.

13. Rejoining

You can rejoin at any time. If you cancelled within the previous 90 days we will honour your old price where we still can — just mention it when you write to us.