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Pre-Authorization

What is pre-authorization?

When a service has been requested and/or a Pet Caregiver is being assigned to your requested service, Wag! will make a pre-authorization hold to the card on file, for an amount equal to the cost of the service being booked. 

NOTE: A pre-authorization will appear as a pending charge on your bank account and will only be submitted as a charge upon completion of the service. You may even receive an alert from your financial institution for the hold, but no formal charge will occur until the service is completed by the caregiver. 

When does Wag! pre-authorize a transaction?

Wag! will pre-authorize any transaction being paid with a credit card. Transactions paid in full with Apple Pay or with Wag! credits will not be subject to preauthorization. For overnight services (including Sitting & Boarding), pre-authorization will occur when the service is booked. For all other services, pre-authorization will occur when a Pet Caregiver has opted-in to the service.

What if I cancel the service?

If you should cancel the service, the pre-authorization will be immediately removed. Note that cancelled services may be subject to a cancellation fee

How much is the pre-authorization?

The pre-authorization will equal the total cost of the service being booked, including applicable booking fees. If you have any credits on your account, the pre-authorization amount will be the cost of the service minus any redeemable credits.

Note: If you have enough credits on your account to cover the entire cost of the service, your card on file will not be pre-authorized.

How will pre-authorization appear on my credit or billing statement?

Pre-authorization will appear as a pending transaction on your bank statement. Your bank may alert you of a charge to your account, however, this represents the pre-authorization hold, not a charge. The hold will only be submitted as a charge upon completion of the service.

When can I expect a hold to appear and when will it disappear?

For Overnight Services (Boardings and Sittings)

  • A pre-authorization hold will occur the same day the service is requested. 
  • The hold will remain on the account until the service is completed and the account is successfully charged.
  • Once a charge is successful, the hold should automatically disappear within 24 hrs, but may take longer depending on your financial institution processing times. 
  • If the service cancels, the hold will automatically be removed and should reflect immediately in the account but may take longer depending on your financial institution (NOTE: Services cancelled may be subject to a cancellation fee).

For All Other Services (Walks, Drop-ins, Trainings, Wag! Health)

  • A pre-authorization hold will occur when a Pet Caregiver has opted-in to the service.
  • If you have an active recurring schedule, pre-authorizations will typically occur within 48hrs of the start time of the walk or when the caregiver is assigned to the walk. 
  • Once a charge is successful, the hold should automatically disappear within 24 hrs, but may take longer depending on your financial institution processing times. 
  • If the service cancels, the hold will automatically be removed and should reflect immediately in the account but may take longer depending on your financial institution (NOTE: Services cancelled may be subject to a cancellation fee).

Why does Wag! pre-authorize transactions?

As of April 1, 2020, preauthorization is required to verify that sufficient funds are available to cover the cost of the service.

Why do I have two charges for the same transaction?

One of these “charges” is a pre-authorization. The pre-authorization will fall off within 24 hours. If you’re still noticing a pre-authorization on your account after 24 hours, please contact your banking institution.

What will happen if a pre-authorization fails?

If Wag! is unable to successfully pre-authorize the card on file, you will receive a notification that the service could not be approved.

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