Refund & Cancellation Policy

This policy describes your options for cancellations and refunds on PocketPetCare. If you have a question not answered here, please contact us at legal@pocketpetcare.net.

Subscriptions

Cancellation

You can cancel your subscription at any time through your account settings or via the Stripe customer portal (accessible from the Billing page). Cancellation takes effect at the end of your current billing period — you retain access to all paid features until then, and no further charges will be made.

No partial refunds for early cancellation

We do not issue partial refunds for the unused portion of a billing period when you cancel mid-cycle. Your access continues until the period ends, so you are not charged for time you cannot use.

Failed payments

If a subscription renewal payment fails, we will retry the charge according to Stripe's standard retry schedule. If payment ultimately fails, your account will be downgraded to the free plan. No partial charges are incurred.

EU 14-day cooling-off period

[REVIEW WITH LAWYER] Under the EU Consumer Rights Directive, consumers who purchase a digital service have the right to withdraw from the contract within 14 days of purchase without giving a reason, unless they have waived this right.

Full refund eligibility

If you subscribed less than 14 days ago and have not used the Service beyond the free tier allowance (i.e., you have not started a paid conversation or requested an expert consultation), you may request a full refund of any subscription payment made.

Waiver of the cooling-off right

By starting to use the paid features of the Service before the 14-day period expires, you expressly request immediate performance of the contract and acknowledge that you lose the right to a full refund under EU Consumer Rights Directive Article 16(a).

In these cases, we may at our discretion offer a prorated refund reflecting the portion of the subscription period not yet used. Contact us to discuss your situation.

Credit purchases

Credits are a digital consumable that are granted immediately upon purchase. Credit purchases are non-refundable once processed, except:

Where required by applicable EU or national consumer protection law
If you purchased credits less than 14 days ago and have not used any of them, you may be entitled to a refund under the EU cooling-off right described above

Unused credits remain in your wallet indefinitely while your account is active. They are not forfeited due to inactivity, but will be cancelled if your account is terminated for violation of our Terms of Service.

Expert consultations

Expert consultations are fulfilled by veterinary professionals and are deducted from your credit wallet when you submit the request. The following guarantee applies:

72-hour guarantee: If your expert consultation request is not answered within 72 hours of submission, the credits are automatically returned to your wallet. No action required on your part.

Once an expert has provided a response, the consultation is considered fulfilled and credits are not returned, regardless of whether you found the response helpful.

Service issues

We work hard to keep PocketPetCare reliable, but outages and technical issues can occur. If the Service is materially unavailable for an extended period:

We may, at our discretion, extend affected subscription periods by the duration of the outage
We may grant credit refunds for credits consumed during an outage where the response quality was materially degraded

These remedies are at our discretion unless a statutory right to compensation applies under applicable law.

How to request a refund

To request a refund, email us at legal@pocketpetcare.net with:

Your account email address
The date and type of purchase (subscription or credits)
The reason for your refund request

We aim to respond to all refund requests within 5 business days. If your request is approved, refunds are issued to the original payment method and may take 5–10 business days to appear on your statement depending on your bank.