Customers may cancel a booking at any time before the scheduled travel date, subject to the following conditions:
48 hours or more before travel date: Full refund of the amount paid, less any payment processing fees charged by PayFast.
Less than 48 hours before travel date: No refund will be issued. The booking will be marked as cancelled.
After collection: Once your animal has been collected by our driver, no refund is possible under any circumstances.
To cancel a paid booking, contact us on WhatsApp at least 48 hours before the travel date with your booking reference number.
Bookings that have not been paid (status: pending payment) may be cancelled at any time from your bookings page with no charge.
Unpaid bookings that are not cancelled or paid by the travel date will be automatically cancelled 24 hours after the travel date.
In the event that NATS Pets Courier is unable to fulfil a booking due to circumstances beyond our control (vehicle breakdown, severe weather, force majeure), we will:
Notify you as soon as possible via WhatsApp and email.
Offer a rescheduled travel date at no additional cost, or a full refund of the amount paid.
NATS Pets Courier reserves the right to cancel any booking that violates our terms of service, in which case a full refund will be issued.
Approved refunds are processed via the original payment method through PayFast.
Refunds typically reflect within 5 to 10 business days, depending on your bank or card issuer.
NATS Pets Courier is not responsible for delays caused by payment processors or financial institutions.
If you need to change the route, date, or service type of an existing booking, contact us on WhatsApp at least 48 hours before the travel date.
Changes are subject to availability and may result in a price difference. If the new booking is cheaper, the difference will be refunded. If more expensive, the additional amount must be paid before the trip.
If a customer or their designated contact is not present at the agreed pickup location at the agreed time, and NATS is unable to make contact after reasonable attempts, the trip will be treated as a no-show.
No-shows are non-refundable.
For all cancellation requests and queries, contact us via WhatsApp or email at support@natspetscourier.co.za.
Include your booking reference number in all communications.