Refunds & cancellation

Payments in the app and on this site are processed by our payment partner, Razorpay. Depending on what you are doing, you may be paying for:

• PetPort Pro or Family Pro — the pet parent subscription, bought as a prepaid month or year.
• An appointment or service booking with a clinic, groomer, boarder, trainer or pet sitter listed on PetPort.
• A bill raised by a clinic or business for care your pet has already received.
• PetPort merchandise, such as a pet ID tag, from the in-app shop.
• A donation to a shelter or NGO listed on PetPort.

PetPort does not hold customer funds. Money is collected by Razorpay and settled to whoever the payment was for: PetPort for a subscription or a shop order, the provider for a service or a bill, the shelter for a donation. PetPort is not a bank and is not a payment aggregator.

This decides who refunds you. Where the money went to a clinic, business, sitter or shelter, that provider makes the refund — PetPort's job is to record it, chase it, and rule on it if the two of you disagree. Where the money came to PetPort, PetPort refunds it directly.

Every provider sets its own cancellation policy on PetPort: how many hours before the appointment you may cancel free of charge, and the flat late-cancellation fee that applies after that. Both are shown to you before you confirm a booking. If a provider has set no policy, cancelling is free.

You can cancel from the app. Inside the free window, nothing is charged. After it — or if you do not turn up — the provider may charge the fee that was disclosed to you. PetPort never takes that fee from your card automatically: it is recorded against the booking and collected by the provider like any other amount, usually on your next bill.

If you had already paid for that booking online, the amount is refunded to the original payment method, less any late fee the disclosed policy allows. Ask using the steps below.

An order you have not yet paid for can be cancelled in the app straight away, and the stock goes back on the shelf.

For an order you have paid for, write to us before it is dispatched and we will cancel it and refund it in full. After delivery, tell us within 7 days if the item is damaged, faulty or not what you ordered, and we will replace it or refund it in full including delivery. A personalised item — a tag engraved with your pet's name or code — can only be returned if it is faulty, because it cannot be sold to anyone else.

Pro is prepaid. You buy a month or a year up front; there is no auto-debit mandate on your account and nothing renews on its own. That means there is nothing to cancel — when the period ends you simply return to the Free plan.

Because nothing renews by itself, we do not refund the unused remainder of a period you have been using. We do refund in full, without argument, if you were charged twice for the same period, if a payment was taken and Pro never activated, or if the charge was not made by you.

Returning to Free never deletes anything. The Free plan covers one pet with everything included; records for any additional pets are locked, not destroyed, and unlock again in full the moment you upgrade.

A donation is a gift, not a purchase. Once it has been settled to the shelter and a receipt issued — including an 80G receipt where the shelter is eligible — it cannot be refunded. If you donated twice by mistake, or the amount was clearly wrong, write to us within 7 days and we will take it up with the shelter on your behalf.

Refunds start with a request. Nothing is refunded automatically.

1. In the app, open the booking, bill or order and raise a grievance from Support. This carries the provider, the pet and the amount with it, so you never have to re-explain the situation.
2. Or email info@petport.cloud from the address on your account, telling us the date, the amount and what went wrong.
3. We acknowledge every grievance within 48 hours and work to close it within 30 days, as the Consumer Protection (E-Commerce) Rules, 2020 require. Where a provider is involved they are given a chance to respond, and PetPort rules on it if the two of you cannot agree.

Never share your card number, CVV, UPI PIN, OTP or password with anyone offering to process a refund. PetPort will never ask you for them.

An approved refund goes back to the original payment method — the same card, UPI ID or bank account the money came from. We cannot send it to a different account, and we never refund in cash.

We initiate approved refunds within 3 working days. Your bank or UPI app then takes its own time to credit them, usually another 5 to 7 working days. The refund appears against the original transaction on your statement.

So there are no surprises:

• A service that was actually delivered — a consultation that happened, a groom that was done. If you are unhappy with it, raise a grievance instead: providers can be asked to put it right, warned, or removed from PetPort.
• A late cancellation or a no-show, where the provider's disclosed policy allows a fee.
• Money that never went through PetPort — cash paid at a counter, or a provider's own card machine. Settle those with the provider; we will help you reach them.

For a specific payment, or a refund that has not arrived, email info@petport.cloud or use the contact page.

See also: Terms of Service · Privacy Policy