We understand that the planning and booking of veterinary services and consultations may involve unforeseen situations requiring cancellations or adjustments. In order to provide a clear and fair experience for all our users, we have established the following cancellation and refund policy. This policy seeks to balance our clients' need for flexibility with the professional commitment of our veterinary service providers. We invite you to read these terms carefully to understand your rights and responsibilities when booking services through our platform.
In the event of experiencing technical problems that prevent the proper conduct of a booked session, the client should immediately contact the customer service team to attempt to resolve the problem. If the technical issue cannot be resolved and significantly affects the quality of the session, the client is entitled to request compensation, which may include rescheduling the session at no additional cost.
If the client decides to terminate an ongoing session for any reason not attributable to the platform or the provider, the client shall not be entitled to a refund of the session fee or any part thereof. Likewise, once the session has ended, it is not possible to request a refund.
If the provider cancels a booking, the client shall have the option of transferring the booking to another provider available on the platform or requesting a full refund of the session. The client's preference in this regard shall be communicated to the platform within a reasonable timeframe.
In the event that the client wishes to cancel one or more sessions within a package booking offer, the amount corresponding to the cancelled sessions will be non-refundable. In addition, cancelled sessions within a package will not be rescheduled.
If the client requests a refund to their bank account, this process may take between 21 and 30 working days, depending on the bank's policies and the platform's internal procedures.
The client is entitled to a full refund if the client experiences a technical malfunction of the platform that prevents the start of the booked session. To do so, the client must immediately notify the technical team and provide supporting evidence of the technical problem.
In the event of disputes or complaints relating to the services provided, the client must first contact the provider to seek resolution. If a satisfactory agreement is not reached, the client may escalate the dispute to the platform for mediation.
The platform reserves the right to modify this cancellation and refund policy at any time. Any changes to the policy will be communicated to users in a timely manner. By making a booking, clients accept and agree to be bound by the terms and conditions of this policy.
If you have questions about this refundpolicy, please contact us using the following contact information: