REFUND POLICIES

Grooming Service Refund Policy

• Cancellations made within 24 hours without rescheduling an appointment will be subject to a partial refund of 80% of the booking price.
• Cancellations made within 24 hours with a rescheduled appointment will be subject to a Rs. 200 rescheduling fee.
• In case of Any Complaints/Not Satisfied with the service, Pet Parents are eligible for 100% Refund with next 3 hours of service. if its within 6hr, 50% would be refunded.
  
  There is no refund after 24hrs of service.

Vet Consultation Refund Policy

In the event of cancellation of an appointment for a consultation at least 1(one) hour prior to the scheduled tele-consultation and home visits, any amount paid by you shall with respect to such appointment shall be refunded to your original payment method. If you do not cancel the appointment but do not attend the scheduled consultation with the veterinarian, no refunds will be made.

ThePetNest Membership Fair Usage Policy

To enhance the sustainability of ThePetNest Premium membership program for both ThePetNest and our valued service professionals, we are implementing a fair usage policy for ThePetNest Premium memberships, effective from 2nd October 2023.

• Discount Cap: ThePetNest memberships are designed for individual use. To maintain this principle, we are capping the total discount limit for a ThePetNest Premium member at 10% of the total service order value.
• Per Transaction Limit: In addition, we will introduce a per transaction limit for ThePetNest Premium. Subscribers can enjoy a maximum discount of 10% or Rs 500, whichever is lower, on the order value in a single booking.
• Non-refundable and Non-transferable: Please note that ThePetNest Premium membership plans are non-refundable and non-transferrable.

Refund Policy For Pet Boarding, Pet Sitting & DayCare

• Suitability of Pet Hero: If your chosen Pet Hero is deemed unsuitable after the initial conversation, we will provide an alternate Pet Hero. If you'd like to select a different Pet Hero, the amount paid will be transferred to your new booking. Any excess will be refunded to your balance for future bookings. (Refunds may be subject to transaction fees, if applicable.)
• Last-Minute Cancellations: Cancellations made less than 24 hours before the booking may incur a 50% cancellation fee.
• No-Show: If no cancellation request is made and you do not show up, the full booking amount may be forfeited at ThePetNest's discretion.
• Refund Limitations: Refunds requested more than 6 months after the transaction date cannot be processed due to payment gateway restrictions.
• Other Cancellations: For cancellations made for any other reason, you may request a full refund minus a 25% handling fee. Alternatively, you can change the booking dates to avoid cancellation fees.
• Platform Fee: If personal information (e.g., phone numbers, emails, or addresses) has been exchanged between the customer and the pet professional, a 50% platform fee will be charged on appointment cancellations.
• Instant Cancellations: A 15% handling fee will apply to cancellations made immediately after booking.

Refund Policy For Dog Walking

• Mid-Service Cancellations: After the service is initiated, and the booking is cancelled within 48 hours, a 50% cancellation fee will be charged. After 48 hours, the full booking amount may be forfeited at ThePetNest's discretion.
• Last-Minute Cancellations: Cancellations made less than 24 hours before the booking may incur a 25% cancellation fee, 10% can be converted into a booking coupon for future use. This fee is at ThePetNest's discretion.
• Platform Fee: A 25% platform fee will be charged for appointment cancellations if any personal information (e.g., phone numbers, emails, or addresses) has been exchanged between the customer and the pet professional.
• Instant Cancellations: A 15% handling fee will be charged for instant cancellations after booking.

ThePetNest Dog Training Service Refund Policy -

You are eligible for a refund under the following conditions:

1. Trainer No-Show: If the assigned dog trainer fails to attend the scheduled sessions without prior notice and a rescheduling attempt is not made within 24 hours, a full refund will be initiated for that session.
2. Service Not Started: If you cancel your booking before the first session begins, you are eligible for a 90% refund, minus payment gateway charges (if applicable).
3. Service Partially Used (Training in Progress): If you've started training but wish to discontinue after 1–2 sessions, a pro-rata refund will be processed after deducting charges for completed sessions and applicable administrative fees.
4. Trainer Mismatch / Unprofessional Behavior: In case you're not satisfied with the trainer's behavior or technique, we offer a free replacement within the first 2 sessions. If a replacement isn’t accepted, a partial refund may be considered after review.

• Cancellation after more than 3 sessions completed.
• Discontinuation due to pet aggression or behavior not disclosed during booking.
• If the client is unavailable for consecutive scheduled sessions without prior notice.
• Missed sessions due to client-side delay or last-minute cancellations (under 12 hours).

• Rescheduling is allowed up to 12 hours before the session without penalty.
• Last-minute changes may lead to the session being counted as utilized.

• Approved refunds will be credited to your original payment method within 5–7 business days.
• All refunds are initiated only after internal verification and confirmation with both the pet parent and trainer.

We have implemented these changes to ensure fair usage and prevent any potential misuse of the subscription program, enabling us to continue providing exceptional service to all our members. At ThePetNest, customer satisfaction is our top priority. If you have any questions about these changes, feel free to contact us at support@thepetnest.com. We will promptly respond to your queries and address any concerns you may have.