Cancellation Policy

Article I — Preamble

This Cancellation Policy forms an integral part of the Vetsy Terms of Service and governs the terms under which Users may cancel confirmed bookings on the Vetsy platform. Given that Vetsy operates on a pay-after-visit model, no advance payment is collected, and accordingly, no refund entitlement arises from the cancellation of a booking.

Users are encouraged to read this Policy carefully and to plan their appointments accordingly.

Article II — Booking Confirmation

A booking is confirmed when a Veterinary Professional accepts the booking request through the Vetsy professional dashboard and the User receives a confirmation notification from the Platform. Until such acceptance and notification, no confirmed booking exists and the User may withdraw the request at any time through the Platform without formality.

Article III — Cancellation by the User

Section 3.1 — Cancellation Before Veterinary Professional Acceptance

A User may cancel a booking request at any time prior to its acceptance by a Veterinary Professional. During this period, no Veterinary Professional has committed to or prepared for the appointment, and the User may withdraw freely through the Platform without formality.

Since Vetsy operates on a pay-after-visit basis, no payment obligation arises from a cancellation at this stage.

Section 3.2 — Cancellation After Veterinary Professional Acceptance

Once a Veterinary Professional accepts the booking request, a confirmed appointment exists and preparations commence. A User may cancel a confirmed booking within thirty (30) minutes of such acceptance directly through the Platform.

Once thirty (30) minutes have elapsed from the time of acceptance, the self-service cancellation option is no longer available. To cancel after this period, the User must contact Vetsy directly:

• Email: hello@vetsy.in
• Phone: +91 93959 23001

Vetsy's support team will review each request on its merits, taking into account the proximity of the appointment time and the circumstances presented by the User. Vetsy reserves the right, in its sole discretion, to determine whether a late cancellation may be accommodated. No refund obligation arises in any circumstance, as no advance payment is collected.

Section 3.3 — Same-Day and Late-Stage Cancellations

Cancellations requested within two (2) hours of a scheduled appointment will be treated as same-day cancellations. While no payment penalty applies given the pay-after-visit model, Vetsy reserves the right to record and consider repeated same-day or late-stage cancellations in assessing a User's continued access to the Platform.

Article IV — Non-Attendance (No-Show)

If a User is absent from the confirmed service location at the scheduled appointment time and has not contacted Vetsy to cancel or reschedule, it shall be recorded as a no-show. The Veterinary Professional shall not be required to wait beyond fifteen (15) minutes from the scheduled appointment time.

Vetsy reserves the right to restrict Platform access or impose conditions on future bookings for Users with a pattern of no-show conduct. Repeat no-shows may result in suspension of the User account.

Article V — Cancellation by Vetsy or the Veterinary Professional

Vetsy or the assigned Veterinary Professional may cancel a confirmed booking in exceptional circumstances, including but not limited to illness, personal emergency, road conditions, or force majeure. In such cases:

• The User will be notified promptly via the Platform and by call or SMS
• Vetsy will endeavour to arrange an alternative appointment at the earliest opportunity
• No payment obligation arises, as the service will not have been rendered

Vetsy regrets inconvenience caused by such cancellations and will make reasonable efforts to reschedule at no disadvantage to the User.

Article VI — Rescheduling

A User wishing to reschedule rather than cancel should do so before the Veterinary Professional accepts the booking, or within the 30-minute cancellation window following acceptance, where possible. Rescheduling requests submitted after that window are handled at Vetsy's discretion and subject to Veterinary Professional availability.

Contact for rescheduling:

• Email: hello@vetsy.in
• Phone: +91 93959 23001

Article VII — No Refund Policy

Vetsy operates exclusively on a pay-after-visit basis. No advance payment or pre-booking deposit is collected from Users at any stage of the booking process. Accordingly, there is no refund entitlement under this Policy. No monetary claim arising from cancellation, rescheduling, or non-attendance shall lie against Vetsy.

Article VIII — Limitation of Liability

Vetsy's liability in connection with any cancellation, no-show, or failure to render Services is limited in all cases to zero (INR 0), consistent with Article VII of the Vetsy Terms of Service. Vetsy shall not be liable for any loss, inconvenience, or consequential damage arising from the cancellation of a booking by any party.

Article IX — Governing Law and Grievance

This Policy is governed by the laws of India, including the Consumer Protection Act, 2019 and the Indian Contract Act, 1872. Disputes shall be subject to the exclusive jurisdiction of the competent courts in Guwahati, Assam, India.

Grievance Officer: Bhaskar Jyoti Kalita
Email: hello@vetsy.in
Phone: +91 93959 23001