Refund Policy

Last updated: 6 September 2026

At PetBond, we strive to deliver a great experience for every pet parent, vet, hostel, NGO and store on our platform. This policy explains when refunds are available and how to request one.

1. Premium subscriptions

• Free trial — Our Premium plans start with a free trial. No amount is charged during the trial period. You can cancel from Billing → Subscription anytime before renewal without any charge.
• Post-billing refund window — If you were auto-charged for a renewal you did not intend, write to us within 7 days of the charge at hello@petbond.in. We will process a full refund back to your original payment method within 5–7 business days.
• Pro-rata refunds — For annual plans cancelled mid-cycle, a pro-rata refund of the unused months is issued on request, minus any Razorpay processing fee.
• No refund cases — Refunds are not applicable after the 7-day window on monthly plans, or for accounts terminated for Terms-of-Service violations.

2. Vet consultations & appointments

• Cancelled by user — Free cancellation if done at least 2 hours before the scheduled slot. Payments are refunded in 5–7 business days.
• Cancelled by vet — 100% refund, always, credited within 5–7 business days.
• No-show by user — No refund. The consultation fee is paid out to the vet as compensation for reserved time.
• Service quality issues — Raise a dispute within 48 hours of the appointment at hello@petbond.in. We investigate with the vet and issue partial/full refunds based on findings.

3. Store orders (pet food, supplies)

• Damaged / wrong item on delivery — Report within 24 hours with photos. Full refund or replacement issued at your choice.
• Return / change of mind — Unopened, unused items in original packaging can be returned within 7 days of delivery. Return shipping is at customer cost unless the seller is at fault.
• Perishable items — Fresh food, treats and medicines are non-returnable unless damaged.

4. Hostel & daycare bookings

• Cancelled more than 48 hours before check-in — 100% refund.
• 24–48 hours before check-in — 50% refund.
• Less than 24 hours or no-show — No refund.
• Cancelled by hostel — 100% refund + assistance to find alternate boarding.

5. NGO donations

Donations routed to verified NGOs on PetBond are final and non-refundable. Please review the NGO profile carefully before donating. PetBond does not retain a platform fee from verified NGO donations — 100% goes to the NGO.

6. How to request a refund

1. Email hello@petbond.in or WhatsApp +91 98197 93270
2. Include your registered email, transaction ID, and reason for refund
3. We acknowledge within 24 hours and process valid refunds within 5–7 business days
4. Refunds are credited back to the original payment method (UPI, card, netbanking or wallet)

7. Payment gateway timelines

Once we initiate a refund, actual credit to your bank / UPI / card is subject to your bank's processing timelines — typically 3–7 business days for UPI/netbanking and 7–14 business days for credit cards. Refunds carry the Razorpay reference ID for tracking.

8. Contact

PetBond · Noida, Uttar Pradesh, India
Email: hello@petbond.in
Phone/WhatsApp: +91 98197 93270
See also: Cancellation Policy · Terms of Service