Refunds & Cancellation Policy

This page explains when you can cancel, what you get back, and how long it takes. It forms part of our Terms of Service.

The short version: your money sits in escrow until the thing you paid for actually happens. If it doesn't happen, you get it back.

1. How your money is held

When you pay, the amount is captured immediately but held in escrow — it is not passed to the vendor yet.

It is released to the vendor only after fulfilment plus a short grace period:

What you bought	Released when
A service booking	The service is completed, plus a grace period
A product order	Delivery is confirmed, plus a grace period
A digital service	The service is delivered

That grace period is the window in which a refund is simplest, because the money has not moved yet.

2. Cancelling a service booking

Before the provider confirms — cancel from your bookings page. Full refund, no questions.

After confirmation but well before the appointment — full refund. Vendors may set a notice period (for example 24 hours); where they do, it is shown on the booking before you pay.

Shortly before the appointment — a vendor may retain part of the fee, because they have held a slot and turned away other work. Any such charge must have been disclosed before you paid.

After the service has been performed — not a cancellation. If the service was not what was promised, raise a dispute (§6).

If the provider cancels, or does not turn up — full refund, always, including any platform fee. If it happened without reasonable notice, tell us: repeated no-shows affect a vendor's standing on Petoo.

3. Cancelling a product order

Before the vendor dispatches — cancel for a full refund. The reserved stock is released.

After dispatch — it is a return, not a cancellation. Contact us and we will coordinate with the vendor.

Never delivered — full refund. You do not have to prove a negative; if the vendor cannot show delivery, the refund stands.

Damaged, wrong, or not as described — send photographs as soon as you can. Full refund or replacement, whichever you prefer.

Perishables, medicines and prescription items cannot generally be returned once delivered, for safety reasons. This does not affect your rights where the item arrived damaged, expired, or incorrect.

4. If payment fails

If payment fails or the attempt expires, any reserved stock is released and the order does not proceed. If money left your account but the order did not confirm, it is an incomplete transaction at the payment gateway and is returned automatically — usually within 5–7 working days. Tell us if it has not.

5. How refunds are made

Refunds go back the way they came — to the original payment method. We cannot redirect a refund to a different card, account or person, and we will not do so if asked, because that is a common fraud pattern.

Timing: we process our side promptly once a refund is agreed. Your bank or card issuer then takes its own time — typically 5–7 working days, sometimes up to 10. That part is outside our control.

Partial refunds are possible. Every refund references the original payment. We never delete or overwrite a payment record — a refund is added to the history, it does not erase it.

You will receive confirmation when a refund is issued.

6. When we disagree

If you and the vendor do not agree, open a dispute — from the booking or order, or by writing to support@thepetoo.com.

While a dispute is open, the escrow stays frozen and the vendor is not paid. Both sides may submit evidence: photographs, messages, vet reports, delivery proofs. Evidence cannot be edited once submitted, so neither side can revise the record afterwards.

A dispute ends in a refund, a partial refund, release to the vendor, or a restriction on an account. Every outcome is logged, and we will tell you the reason.

High-value refunds may require additional approval before release.

7. Welfare cases

If a welfare flag is raised — an animal injured, ill, neglected or missing — related payouts are paused immediately, before anyone has been found at fault. That is deliberate. It means money is still recoverable while the facts are established.

A welfare case is not resolved by a refund alone, and it is not closed until a vet or moderator confirms it should be on the evidence.

8. Reputation

A refund does not erase what happened. Vendor reputation reflects completed and failed transactions alike, and a refunded booking still counts as a failed one. This is what makes the ratings worth reading.

9. Fraud and chargebacks

If you believe a transaction was fraudulent, tell us — do not start with a chargeback. We can usually resolve it faster, and a chargeback freezes the funds for weeks.

Where a chargeback is raised, the vendor account is flagged, funds are frozen, and the case enters the dispute process. Repeated chargeback abuse may result in account restriction.

10. Complaints

Unhappy with how a refund was handled? Grievance Redressal sets out who to contact and how long we may take. Your rights under the Consumer Protection Act, 2019 are unaffected by anything on this page.

11. Contact

support@thepetoo.com · Terms of Service · Grievance Redressal