How long does a TruePath refund take to process?

Once TruePath support approves a refund, it typically takes 3–5 business days to appear in your account, depending on your bank. Credit card refunds may take up to 10 business days to appear on your statement. TruePath will notify you by email when a refund is initiated.

Can I dispute a charge on my credit card instead of going through TruePath?

You can raise a chargeback with your bank, but TruePath's terms require you to attempt resolution through the platform first. If you initiate a chargeback without contacting TruePath, the platform may contest it with booking evidence. A chargeback is a last resort, not a first step — and using it prematurely can complicate a legitimate refund claim.

What if the walker was great but I changed my mind about the booking?

Change of mind is not covered by TruePath's refund policy or by the Australian Consumer Law consumer guarantees. If the walk was delivered as booked, you're not entitled to a refund. Check the cancellation policy for pre-walk cancellations — there are windows where a full or partial refund applies if you cancel in advance.

Can I report a walker anonymously?

TruePath support requires a verified owner account to raise a complaint, so complaints aren't anonymous. However, if your complaint results in a walker review, TruePath does not share your name with the walker during the investigation.

What happens to a walker after a complaint is upheld?

Outcomes depend on the severity and history. A first timing issue may result in a warning. A safety incident, pattern of short walks, or dishonest communication can result in account suspension or permanent removal from the platform. TruePath's quality team reviews upheld complaints regardless of whether you specifically request action.

Trust & safety

TruePath Complaints and Refunds — How the Process Works

Step-by-step guide to resolving a problem with a dog walk on TruePath — from messaging the walker directly through to TruePath disputes, Australian Consumer Law rights, and ACCC escalation.

By atticus · 8 min read · Last updated 18 May 2026

If something went wrong with a dog walk or sitting booking, you have a clear path to resolution — and Australian Consumer Law gives you more rights than most owners realise. Here's how the process works, from first contact to formal escalation.

The Three-Path Resolution Model

TruePath's complaint process works in three stages. Most issues are resolved at stage one or two without needing formal escalation.

Path 1 — Message the Walker Directly

Before raising a formal complaint, contact the walker through the TruePath in-app messaging system. The majority of issues that reach TruePath support turn out to be misunderstandings about:

Walk timing: the walker arrived 15 minutes early or late, or the pick-up suburb was ambiguous
Walk scope: whether an additional dog in the household was included, or whether the route included an off-leash park
Check-in updates: the owner expected photo updates that the walker thought were optional

A direct, factual message — "The walk showed 22 minutes on the GPS; I booked 45 minutes. Can you explain what happened?" — often produces an immediate explanation or an offer to make it right. Keep the conversation inside the app so there's a record.

Path 2 — Raise a Dispute via TruePath Support

If the walker doesn't respond within 24 hours or if their explanation isn't satisfactory, raise a dispute through the TruePath app:

Open the booking in question
Tap Get Help → Report an Issue
Select the issue type and describe what happened in plain terms
Attach evidence (photos, screenshots of messages, GPS data)

TruePath's support team reviews disputes within 1 business day. They have access to the full booking record including GPS data, timestamps, walker profile, and message history — information you may not be able to see on your end. The support team can issue refunds, apply account credits, suspend a walker from the platform pending review, or find that the booking was delivered as expected.

Path 3 — Formal Complaint and Escalation

If TruePath support closes your dispute and you believe the outcome was incorrect, you can escalate to a formal complaint:

Reply to the support resolution email stating you're escalating to a formal complaint
Request written reasons for the decision
If you remain unsatisfied after the formal review, you can take the matter to the Australian Competition and Consumer Commission (ACCC) via accc.gov.au, or to your state's fair trading office (e.g., NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading)

When Refunds Are Available

TruePath issues refunds in defined circumstances. Understanding these helps you frame your complaint accurately.

Situation	Refund available?
Walker no-show (no contact, walk didn't occur)	Yes — full refund
Walk materially shorter than booked, no prior contact	Yes — pro-rata or full at support discretion
Safety incident not reported by walker	Yes — and walker review triggered
Walker arrived late but completed full walk	Typically no — but credits may apply
Owner changed mind after walk completed	No — see cancellation policy
Service delivered but owner unhappy with style	No — but review and report available

Heads up

Cancellation policy and refund eligibility differ. Cancelling a booking before the walk is a separate process from raising a complaint after a walk was delivered (or not delivered). Check the cancellation policy in the app for pre-walk cancellation windows and refund timing.

Your Rights Under Australian Consumer Law

Dog walking is a service under the Competition and Consumer Act 2010 (Cth), Schedule 2 — the Australian Consumer Law (ACL). Section 60 of the ACL requires that services be rendered with due care and skill. Section 61 requires services to be fit for the purpose the consumer made known.

In practical terms: if you booked a 45-minute solo walk and the GPS shows 18 minutes with no explanation, you have a prima facie case under the ACL that the service was not delivered as described. You are entitled to a remedy — a refund, re-do, or compensation — without needing to prove the walker was negligent.

TruePath, as the platform that takes payment and facilitates the booking, has responsibilities under the ACL. This is distinct from any separate contractual arrangement between you and the walker.

How to Document an Issue

Good documentation strengthens any complaint. Before you contact anyone, gather:

Screenshots of the GPS walk map — this shows the route, duration, and timestamps. Access it from the completed booking in your account.
In-app messages — screenshot the full conversation thread.
Photos — any images that show the dog's condition after the walk (injury, distress, unusual mud or marks that suggest an off-leash area you hadn't authorised).
Vet records — if an injury occurred and you took your dog to a vet, keep the invoice and treatment notes.
Booking confirmation — the original booking showing the service type, duration, and price paid.

Tip

Screenshot the GPS walk data as soon as you notice the issue. GPS data is available in the booking history, but the sooner you capture it the less risk of confusion about which booking it relates to.

Reviews vs Complaints — They Serve Different Purposes

FYI

Leaving a star rating and review on a walker's profile serves a different function to filing a complaint. A review warns future owners about your experience. A complaint triggers a platform investigation that can result in a refund, a walker suspension, or a formal record against the walker's account. You can — and often should — do both.

A review without a complaint means the platform never investigates. A complaint without a review means future owners have no warning. If the issue was a genuine failure (not a misunderstanding), do both.

Raising a Complaint About a Walker's Conduct (Not Just Service Quality)

If your complaint involves a welfare concern — your dog was returned injured, distressed, or the walker behaved in a way that raises animal cruelty concerns — this is a more serious matter:

Report to TruePath support immediately with all available evidence
Contact the RSPCA in your state if you believe the animal suffered harm (RSPCA Australia: rspca.org.au)
Contact police if you believe a criminal offence occurred

TruePath's Walker Conduct Policy treats welfare incidents as grounds for immediate account suspension pending investigation. The platform's liability coverage applies to genuine safety incidents arising from a walker's failure to take due care.

Frequently asked questions

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