Guidance review and correction policy

1. What you can ask us to review

• A checklist item or deadline in your trip plan.
• An answer from Pawlo, our AI assistant.
• The source or review status shown for a requirement.
• The result of an AI document check.

2. What to include

Use Report an issue on the Pawlo answer or plan item you are asking about. The trip, the answer and the rule versions are attached automatically.

• What you think is wrong, in your own words.
• Where you saw different information, for example an official authority page, your airline or your vet.
• Only the personal information needed to understand the issue.

3. How the review works

Your request is recorded as submitted and its status is shown in Help, under Your review requests. We may ask you for more information; you can answer from the same place.

We review the guidance against the rules, sources and plan that applied when it was given, not only against today's rules. A person decides the outcome and records who was responsible.

We don't publish a response time for reviews yet. For anything urgent before travel, email support@seitonpaw.com with URGENT in the subject.

4. What may count as a product error

• A requirement or deadline was wrong for the trip details we had on record at the time.
• A requirement was missing, or an out-of-date rule was shown as current.
• Pawlo used the wrong trip, pet, destination or departure date.
• Pawlo's answer contradicted your saved plan.
• An AI document check gave a wrong result.

5. What is outside Seiton Paw's control

• Decisions by airlines, border officials, veterinarians or government authorities.
• Rule changes made by an authority after we last reviewed the route. We still correct the guidance once we know.
• Information missing from, or incorrect in, the trip and pet details you entered.
• Routes we have not reviewed yet. These are labeled as drafts in your plan.
• Services run by other companies, such as labs, clinics and airlines.

6. What may happen if an error is confirmed

We correct the guidance for the route and, where it applies, update your trip plan. We also add a check to our test suite so the same error is caught before future releases.

This review process does not itself issue refunds or credits. Separately, a trip payment can be refunded from Billing within 7 days of the charge.

If the review finds the problem was outside our control, we explain what we found.

7. How to report

In the app, use Report an issue on a Pawlo answer or a plan item. You can also email support@seitonpaw.com.