This policy covers cancelling or rescheduling a Vetlyf appointment and how refunds are processed. It is referenced by clause 5 (Fees and Payment) of our Terms of Service, which governs both cancellations and refunds.
1.Cancellation
Our cancellation policy includes:
- Free cancellation up to 24 hours before the appointment.
- 50% charge for cancellations within 24 hours of the appointment.
- Full charge for no-shows.
- Emergency cancellations are handled case-by-case.
2.Refunds
Refunds are processed according to these guidelines:
- Full refund for services cancelled more than 24 hours before the appointment.
- Partial refund for service dissatisfaction, assessed case-by-case.
- Processing time: 5-7 business days.
- Refunds are issued to the original payment method.
Refunds are returned through the same payment gateway used for the original transaction. The time taken for the amount to appear in your account after we process it depends on your bank or card issuer.
3.Rescheduling
For appointment rescheduling:
- Free rescheduling up to 24 hours before the appointment.
- One-time free reschedule within 24 hours of the appointment.
- Subject to availability of slots.
- Emergency rescheduling handled case-by-case.
4.How to Cancel or Request a Refund
You can cancel or reschedule from your appointments in the Vetlyf app or on the website. For a refund request, or if you cannot access your booking, write to us at info@vetlyf.com or call +91-7052925038 with your booking details.
5.Grievances
If a cancellation or refund is not resolved to your satisfaction, you may escalate it to our Grievance Redressal Officer.
Grievance Redressal Officer
- Name of the Grievance Redressal Officer:
- Ratnesh Kumar
- Contact information:
- ratnesh@vetlyf.com
The Grievance Redressal Officer shall acknowledge the complaint within twenty four hours and dispose of such complaint within a period of fifteen days from the date of its receipt.