Refunds & Cancellations

Last updated: 31 July 2026

The rest of this page sets out how billing will work when online payments are enabled. We will announce that in the app before it happens, and this page will be updated on the day it takes effect.

Paid plans and trials are not available yet

PetCare is in beta. There is one tier, it is free, and every feature the app has is in it. There is no paid plan to subscribe to, no free trial to start, and no way for us to charge you — we do not ask for a card, we do not store one, and there is nothing on file to charge.

The Pro (₹199/month) and Farmer (₹499/month) prices on our home page are what we intend to charge once payments open. Nothing below applies to you today.

When paid plans do open

These are the terms we are committing to in advance, so they are on the record before anybody can be billed under them:

• A 7-day free trial on each paid plan, with no payment details required to start it.
• A trial will not convert automatically. On day 7 the account returns to the Free plan and is not billed.
• To continue on a paid plan you will have to actively subscribe. Nothing will happen unless you choose it.
• One trial per account, across both paid plans.
• You keep everything you created during a trial. Records, pets and bookings stay; only the paid features stop.

Subscriptions

Once paid plans are live:

• Plans are billed monthly in advance, in Indian Rupees, from the date you subscribe.
• Payment is processed by our payment partner. We never see or store your card or UPI credentials.
• Your plan renews each month until you cancel.
• If we change the price of your plan, we will tell you in the app before the change applies to you. You can cancel if you do not want to continue at the new price.

Cancelling a subscription

Once plans are live, you will be able to cancel any time from your subscription settings in the app, or by emailing support@petcareembrace.com. It takes effect at the end of the period you have already paid for — you keep paid features until then, and you are not billed again. We will not ask you to phone us, email us, or explain yourself in order to cancel.

Refunds on subscriptions

• Part-months are not refunded, because you keep access to the end of the period you paid for.
• If you were charged after cancelling, or charged twice, or charged for a plan you never subscribed to, tell us and we will refund it in full.
• If a paid feature was unavailable for a prolonged period through our fault, contact us — we will refund a fair share of that month.

Bookings

PetCare is a platform; the appointment is with an independent provider. Cancellation terms are theirs, not ours, and vary by provider — ask them if you are unsure.

• Cancelling in advance. Cancel through the app as early as you can, so the provider can offer the slot to someone else.
• Provider cancels or does not show. If you paid through PetCare and the provider does not deliver, you are entitled to a full refund of what you paid through the platform. Report it in the app or email us within 7 days.
• Disputes about the service itself. Raise it with the provider first. If that goes nowhere, contact our Grievance Officer — we will investigate, and we can suspend providers who repeatedly fail users.
• Emergencies. Cancellation fees are waived where an appointment is missed because of a genuine animal or family emergency. Tell us what happened.

How refunds are paid

Approved refunds go back to the original payment method — we cannot redirect a refund to a different card, account or person. Once we approve and submit a refund, it typically reaches you within 5 to 7 working days, though the exact timing depends on your bank or UPI provider.

We will acknowledge a refund request within 24 hours and decide it within 15 days.

How to request a refund

Email support@petcareembrace.com with the registered email on your account, the date and amount, and what went wrong. If you are not satisfied with the outcome, escalate to our Grievance Officer.

Nothing on this page affects your rights under the Consumer Protection Act, 2019.