Right of withdrawal
EU consumers generally have a 14-day right of withdrawal for distance contracts where the law does not exclude it. You may withdraw by email to support@neighborpaws.com or use the electronic form below. After submission you receive an acknowledgement by email. From 19 June 2026 this withdrawal function is permanently and easily accessible on our site.
1. When does the right of withdrawal apply?
EU consumers have withdrawal rights for distance contracts for physical products in the NeighborPaws shop (https://shop.neighborpaws.com) and—where applicable by law—for paid platform services on https://neighborpaws.com. Bookings between owners and sitters are contracts between users; NeighborPaws provides the platform and payment processing. Where a service has been fully performed, goods are personalized, certain digital content was started with your express consent, or other statutory exceptions apply, the right of withdrawal may end earlier or not apply.
2. Withdrawal period
The withdrawal period is generally 14 days from contract conclusion. For goods, it usually starts when you receive the goods if we provided proper withdrawal information. If withdrawal information was missing, the period may be extended.
3. How to withdraw
You may withdraw by sending us a clear statement, e.g. by post, email (support@neighborpaws.com), or the electronic form on this page. You may use the model withdrawal form but are not required to. After electronic submission we promptly send an acknowledgement on a durable medium (e.g. email) including the content and time of receipt.
4. Effects of withdrawal
If you withdraw, we refund all payments received from you without undue delay and at the latest within 14 days of receiving your withdrawal, using the same payment method unless agreed otherwise. For goods, refund may be withheld until goods are received or return is proven. For services already performed, statutory value compensation or refund rules may apply.
5. Model withdrawal form
(Complete and return only if you wish to withdraw from the contract.) To NeighborPaws – Hakan Erdem Temiz, Brudermuhlstr. 36A, 81371 Munchen, Germany, support@neighborpaws.com: I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the sale of the following goods (*)/provision of the following service (*) — Ordered on (*)/received on (*) — Name of consumer(s) — Address of consumer(s) — Signature of consumer(s) (only if this form is sent on paper) — Date (*) Delete as appropriate.
Use this page to withdraw from a distance contract with NeighborPaws (for example a shop order or applicable platform service). You do not need an account.
You may also withdraw by email if you prefer.