Refund & Cancellation Policy

Last Updated: DD/MM/YYYY

This Refund & Cancellation Policy (“Policy”) governs cancellations, refunds, and related processes on the Petlify website and mobile application (collectively, the “Platform”).

This Policy is framed in accordance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Information Technology Act, 2000, and applicable RBI and payment-gateway guidelines.

1. Scope & Applicability

This Policy applies to all users who:

  • Book pet care services, or
  • Make payments through the Petlify Platform

This Policy forms an integral part of Petlify’s Terms & Conditions.

2. User-Initiated Cancellations

  • Users may cancel a booking within the cancellation window displayed at the time of booking
  • Cancellation requests must be initiated via the Platform or by contacting Petlify customer support
  • Cancellations after the permitted time window may be subject to partial refund or no refund, depending on the service type

All applicable cancellation terms are disclosed prior to payment.

3. Cancellations by Service Provider or Petlify

A booking may be cancelled by Petlify or the Service Provider due to:

  • Service unavailability
  • Operational or technical issues
  • Safety or compliance concerns
  • Force majeure events such as natural disasters or government restrictions

In such cases, the user shall be eligible for a full refund, unless otherwise stated at the time of booking.

4. Refund Eligibility

  • Service cancelled within the eligible cancellation period
  • Service not delivered as confirmed
  • Payment deducted but booking confirmation fails
  • Cancellation initiated by Petlify or the Service Provider

Refund eligibility may vary by service category and is communicated transparently before checkout.

5. Refund Mode & Processing Time

  • Refunds are processed to the original payment method or Petlify wallet, where applicable
  • Approved refunds are generally processed within 7–10 business days
  • Actual credit timelines depend on banks and payment gateway partners

6. Non-Refundable Services & Offers

  • Certain services, packages, or promotional offers may be marked as non-refundable
  • Such conditions are clearly disclosed prior to payment
  • No refunds are issued once a non-refundable service has commenced

7. Failed, Duplicate, or Erroneous Transactions

In case of failed or duplicate transactions where the amount is debited, refunds shall be initiated automatically as per payment gateway timelines. Users may contact support if the refund is not received within the expected period.

8. No Cash Refunds

All refunds are processed electronically. Cash refunds are not permitted under any circumstances.

9. Dispute Resolution & Grievance Redressal

For refund-related concerns, users may contact Petlify support. Petlify is committed to resolving grievances in a fair, transparent, and time-bound manner.

10. Policy Modifications

Petlify reserves the right to amend this Policy at any time. Continued use of the Platform constitutes acceptance of the revised Policy.

11. Contact Details

Company Name: Petlify
Email: hello@petlify.in
Phone: +91 63614 16273
Country: India

By using the Petlify Platform, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.