Draft for legal review. Not yet in force. Items in [square brackets] must be completed or confirmed before this page is published.

Refund Policy

Draft of October 11, 2026

1. Bookings with a pet-care business

Each business chooses one cancellation policy, shown on its profile and before you pay:

• Full refund 24 hours prior: a full refund if you cancel 24 or more hours before the appointment; no refund after that.
• Full refund 3 days prior: a full refund if you cancel 3 or more days before; no refund after that.
• 50% refund 7 days prior: half back if you cancel 7 or more days before; no refund after that.
• No refunds: the business does not refund cancelled bookings.

Each business also sets what happens if you do not show up. That is shown on its profile too.

If the business cancels, or cannot provide the service, you receive a full refund of the service price and tax you paid for that booking.

The 1% PetNestr booking fee is not refundable. A refund, full or partial, covers the service price and tax only.

2. How refunds are paid

Refunds go back to the card or payment method you used, through Stripe. Banks usually take 5 to 10 business days to show them. You will see the refund on the booking and receive a message in the conversation.

3. Problems with a service

The service is provided by the business, so raise any problem with them first, in your conversation in the app. If you cannot resolve it, write to us at [CONTACT EMAIL] with the booking details and we will look into it. [CONFIRM: what PetNestr will and will not do in a dispute]

4. Business subscriptions

Seats are billed in advance, monthly or yearly. You can cancel at any time and keep access until the end of the period you paid for. A partial period is not refunded. If we billed you in error, we will correct it.

5. Video credits

Video credits are prepaid. Unused credits are not refundable and do not expire. If a business closes its account, any unused credits are forfeited.

6. Your legal rights

Nothing here limits rights you have under consumer protection law.