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Refund Policy

Vets and Care Cancellation and Refund Policy

At Vets and Care, operated by ZLRA Services India Pvt Ltd, we strive to provide the best possible experience for pet owners and veterinary professionals. However, we understand that situations may arise where you need to cancel an appointment, service, or subscription. This policy outlines the terms and conditions related to cancellations and refunds on our platform.

1. Cancellation of Veterinary Appointments

You can cancel your veterinary appointments booked through Vets and Care via the platform or by contacting our customer support.

  • If the appointment is canceled more than 24 hours before the scheduled time, there will be no cancellation fee, and any pre-payment made will be fully refunded.
  • If the appointment is canceled within 24 hours of the scheduled time, a cancellation fee may apply. Any pre-payment made will be refunded after deducting this fee.
  • If the veterinary professional cancels the appointment, any pre-payment made by the pet owner will be fully refunded within 7 business days.

2. Cancellation of Additional Pet Services (Grooming, Dentistry, Vaccination, etc.)

For services such as pet grooming, vaccinations, dental care, or any other services offered through the platform, cancellations are subject to the following terms:

  • Cancellation before the service is rendered: If you cancel more than 24 hours before the service appointment, the full payment will be refunded.
  • Cancellation within 24 hours of the service: A cancellation fee may apply, and any remaining amount will be refunded within 7 business days after deducting the applicable fee.
  • Service provider cancellation: If the service provider cancels the appointment, a full refund will be provided to the pet owner.

3. Refund Policy for Services Purchased via the Platform

If you purchase any services (e.g., veterinary consultations, pet care services) through the Vets and Care platform, the following refund terms apply:

  • Before the Service: If you cancel a service (e.g., appointment, consultation) before the service is rendered, any pre-payment will be fully refunded within 7-14 business days.
  • After the Service: Once a service has been provided, refunds will not be issued unless there was an issue with the service as outlined in our satisfaction guarantee (see Section 5).
  • Service Not Available or Provider Unavailable: If the service provider is unavailable or there is a significant delay, you may request a full refund, which will be processed within 7-14 business days from the date of the cancellation request.

4. Subscription Cancellations (If Applicable)

For any subscription services offered on the Vets and Care platform (e.g., premium pet health plans, veterinary subscriptions, etc.), the following terms apply:

  • Cancellation before the subscription period starts: If you cancel the subscription before the commencement of the service period, a full refund will be provided within 7 business days.
  • Cancellation during the subscription period: If you cancel after the service has commenced, the unused portion of the subscription fee will be refunded after deducting any applicable cancellation fees. The refund will be processed within 7 business days from the cancellation request.
  • No Refunds for Hardware Costs: If you receive any physical products (such as pet trackers, devices, etc.) as part of a subsc

5. Damaged Products or Services Not Rendered

If a product you receive is damaged or defective, or if a service (e.g., pet grooming, vaccinations) is not performed to your satisfaction, you can request a refund or replacement as per the following terms:

  • Damaged Products: You may request a refund or replacement within 7 days of receiving a damaged product. Refunds will be processed within 7-14 business days after receiving the returned product.
  • Unsatisfactory Service: If you are dissatisfied with a service, you can contact our customer support within 24 hours of the service being rendered. We will investigate the issue, and if the claim is valid, a partial or full refund will be provided within 7 business days.

6. Refund Processing Time

Refunds will be credited to the original payment method used at the time of purchase. The time frame for receiving the refund is as follows:

  • Credit/Debit Card Payments: Refunds will be processed within 7-14 business days.
  • Net Banking/UPI Payments: Refunds will be processed within 7-14 business days.
  • Wallet Payments: Refunds will be credited to your wallet within 7-14 business days.

7. Contact Information for Cancellations and Refunds

For any cancellation or refund-related queries, please contact our customer support team via:

Our team is available to assist you with any issues or concerns.

By using Vets and Care, you agree to the terms outlined in this Cancellation and Refund Policy. This policy is subject to change, and any updates will be communicated to users through the platform.