Cancellation policy
Subscription Cancellations Policy
Effective Date: February 25, 2026 — Applies to all subscriptions on trypawlity.com
Part 1 — How Your Subscription Works
When you select a Subscribe & Save option at checkout, you agree to a recurring delivery and billing schedule. Your saved payment method will be automatically charged at the agreed subscription price at the start of each billing cycle, and your order will ship according to your selected delivery interval (e.g., every 4 weeks).
By completing your subscription purchase, you authorize Pawlity® to charge your payment method on a recurring basis until you affirmatively cancel using one of the methods in Part 2 below.
1.1 Pre-Charge Reminder Notices
You will receive an email reminder 3 days before each upcoming charge. This notice will include:
- The exact amount to be charged
- Your scheduled ship date
- A direct link to manage, skip, pause, or cancel your subscription
To avoid being charged for an upcoming cycle, you must cancel or skip at least 24 hours before the scheduled billing date shown in your reminder email.
1.2 Subscription Pricing
Your locked-in subscription price will not change without 14 days' advance written notice sent to your email address on file. If we notify you of a price change, you may cancel before the new price takes effect with no penalty or fees.
Part 2 — How to Cancel
Pawlity® means it when we say "Cancel Anytime." Below are your three guaranteed cancellation options. We will never use retention scripts, dark patterns, or multi-step barriers to prevent you from cancelling.
Option A — Customer Portal (Fastest)
- Log in to your account at trypawlity.com
- Navigate to "Manage Subscription"
- Click "Cancel Subscription" and confirm
Cancellation takes effect immediately; confirmation email sent within minutes.
Option B — Email
Email info@trypawlity.com with the subject line "Cancel Subscription." Include your order number and the email address used at purchase. We will confirm cancellation within 1 business day.
Option C — Live Support
Contact our support team via our Contact page. No scripts, no retention loops — if you want to cancel, we cancel.
Cancellation Deadline: You must cancel at least 24 hours before your next scheduled billing date to avoid being charged for the upcoming cycle. Cancellations received after this window will apply to the following cycle; the already-processed order will ship as scheduled.
2.1 What Happens After You Cancel
- You receive a cancellation confirmation email immediately
- Any prepaid or already-shipped supply will continue to arrive as scheduled
- You will not be charged again after the confirmed cancellation date
- Your account remains active and you may re-subscribe at any time
2.2 Skip or Pause a Shipment
You may skip or delay any upcoming order through your customer portal up to 24 hours before the scheduled billing date. There is no limit on the number of times you may skip or pause, and Pawlity® will never penalize you for doing so.
Part 3 — Refunds on Subscription Orders
Refunds on subscription orders are available in the following specific circumstances:
| Scenario | Refund Treatment |
|---|---|
| Order charged but not yet shipped | Contact support within 7 days of charge. If order has not shipped, full refund issued immediately. |
| Damaged or incorrect item received | Full refund or free replacement issued. Photo documentation may be requested. |
| Unauthorized or unrecognized charge | Full refund issued after verification. Contact support immediately. |
| Cancellation not processed in time (our error) | Contact support immediately. Investigated and resolved within 3 business days. |
3.1 How to Request a Refund
- Email info@trypawlity.com or use the Contact page
- Provide your order number and the email address used at purchase
- Briefly describe the issue
We will respond within 1 business day and process approved refunds within 3–5 business days.
3.2 Refund Timeline
Approved refunds are returned to your original payment method within 5–7 business days of approval. Depending on your bank, funds may take an additional 2–5 business days to appear on your statement.
3.3 What Is Not Refundable
- Change-of-mind cancellations on orders that have already shipped
- Subscription orders cancelled after the 24-hour pre-billing deadline where the order has already processed and shipped
- Purchases made on Amazon, TikTok Shop, or any third-party retailer (subject to those platforms' individual policies)
Part 4 — Customer Contact & Support
Email: info@trypawlity.com
Mailing Address: Arkan DN LLC — 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico 87110, United States
Support Hours: Monday – Friday, 9:00 AM – 6:00 PM EST & Saturday, 10:00 AM – 4:00 PM EST