Cancellation and Refund Policy

Scope

This Cancellation and Refund Policy forms part of the Terms of Service of the Vetsy platform, operated by Acquir Technologies (“Vetsy”). It sets out how a home visit booked through the Platform may be cancelled or rescheduled, and the circumstances in which refunds are made.

Payment upon completion of the visit

The fee for a home visit is payable upon completion of the visit, online through the application. No amount is collected at the time of booking. Accordingly, no cancellation charge is levied, and no refund arises, on the cancellation of a visit.

Cancellation and rescheduling by the Pet Owner

1. A visit may be cancelled or rescheduled in the application at any time before the veterinarian sets out for the address.
2. Pet Owners are requested to cancel or reschedule at least 2 (two) hours before the scheduled time, so that the veterinarian’s time may be offered to another animal.
3. Once the veterinarian is on the way, the option to cancel or reschedule is no longer available in the application. In such cases, please contact Vetsy on +91 93959 23001.
4. A rescheduled request is offered to veterinarians afresh; the same veterinarian may not be available at the new time.

Absence at the visit

The veterinarian will wait at the address for up to 15 (fifteen) minutes. If no one is present and the Pet Owner cannot be reached, the visit is closed as missed and no charge is levied. An account associated with repeated missed visits or late cancellations may be required to confirm visits by telephone, or may be suspended.

Cancellation by Vetsy or the veterinarian

A veterinarian may be required to cancel a visit owing to illness, an emergency, road conditions or weather. The Pet Owner will be informed promptly through the application and by telephone and offered the earliest alternative time. No charge is levied for a visit that does not take place.

Teleconsultations

Initiating a teleconsultation is free of charge. The consultation fee is payable only where the Pet Owner chooses to access the prescription issued by the veterinarian. Once the prescription has been accessed, the fee is non-refundable, as the service has been rendered.

Refunds

As payment is made only upon completion of a service, refunds do not ordinarily arise. A refund is made only in the following cases:

1. where a payment is processed more than once for the same service; or
2. where a payment is processed for a visit, prescription or record that was not provided.

Such an error may be reported to Vetsy at hello@vetsy.in or on +91 93959 23001. Upon confirmation of the error, the amount will be refunded to the original payment method within 7 (seven) working days. The time taken for the refund to reflect in your account depends on your bank or payment provider.

Where you are dissatisfied with a visit for which you have paid, please inform Vetsy within 7 (seven) days of the visit. Vetsy will review the matter with the veterinarian and inform you of the outcome.

Grievance redressal

This Policy is governed by the laws of India and does not affect any right you have under the Consumer Protection Act, 2019.