Refund and Cancellation Policy

1. Appointment Confirmation and Payment

An appointment may be created before payment is completed. If payment is not completed within the payment window shown in the app or within the backend expiry period, the appointment may expire automatically and the slot may become available again.

If money is debited but the appointment is not marked paid, contact support with your registered phone/email, appointment ID, payment ID and transaction time. We will verify the payment gateway status and either confirm the booking or initiate a refund where applicable.

2. Pet Owner Cancellations

Pet owners may cancel eligible appointments from the app or through support where available.

• More than 24 hours before appointment start: eligible paid bookings are refundable.
• Within 24 hours of appointment start: the booking is generally not refundable because the vet's slot has been reserved.
• Unpaid or expired bookings: no refund is applicable because no successful payment was captured.

3. Vet or System Cancellations

If a vet cancels a paid appointment, or DrukPet cancels due to a system, safety, availability or operational issue, the paid amount for that appointment is eligible for refund unless you accept a rescheduled appointment or other resolution offered through the Platform.

4. No-Shows and Late Arrival

If a pet owner does not attend, is unavailable for a home visit, provides an incorrect address, or arrives too late for the vet to reasonably provide the service, the appointment may be treated as a no-show and may not be refundable.

If a vet does not attend or is materially late without a reasonable explanation, contact support. We may verify the issue and provide a refund, reschedule or other appropriate resolution.

5. Service Quality and Medical Outcomes

Refunds are not automatically provided because a pet owner disagrees with medical advice, diagnosis, treatment plan, prescription, outcome, consultation duration, or vet opinion. Veterinary services involve professional judgment and outcomes cannot be guaranteed.

Where there is a serious service complaint, safety concern, duplicate charge, provider misconduct or platform error, DrukPet may investigate and decide on a refund, credit, suspension, reschedule or other remedy at its discretion and subject to applicable law.

6. Platform Fees, Taxes and Invoices

Paid bookings may include a vet consultation fee, DrukPet platform fee and applicable taxes. Refunds may include all or part of these components depending on the cancellation reason, payment gateway status, tax rules, and whether the service was provided.

Invoices and receipts, where generated, may be updated or reversed as required for refunds and tax compliance.

7. Duplicate or Failed Payments

If the same appointment is charged more than once, or if payment is captured but the appointment cannot be confirmed due to a technical failure, we will verify the gateway records and refund the duplicate or failed charge where applicable.

8. Refund Processing Time

Once approved, refunds are normally initiated within seven (7) business days. The time for the amount to reflect in your bank account, card, UPI app or wallet depends on the payment gateway, bank and payment method and is outside DrukPet's direct control.

9. How to Request Help

For refund or cancellation issues, contact support within seven (7) days of the appointment or transaction. Include:

• Your registered name and phone/email;
• Appointment ID and appointment date;
• Razorpay payment ID or transaction reference, if available;
• Reason for cancellation, refund request or dispute;
• Any relevant screenshots or communication.

10. Chargebacks

Please contact DrukPet support before raising a chargeback with your bank or payment provider. Unjustified chargebacks may lead to account review, booking restrictions or suspension, and we may contest them with relevant records.

11. Contact

DrukPet Support
TC 2833-7, Bizhaus Office, Lower Ground Floor,
Pavithra Enclave, C Street, Jawahar Nagar,
Kowdiar, Trivandrum, Kerala — 695003
Email: support@drukpet.com
Grievance: grievance@drukpet.com
Time: Monday to Friday, 9:00 to 18:00 IST