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.

The 7-day free trial

Pro (₹199/month) and Farmer (₹499/month) each come with a 7-day free trial. These are the terms, and we will hold ourselves to them:

• No payment details are required to start. We do not ask for a card, we do not store one, and there is nothing on file to charge.
• The trial does not convert automatically. On day 7 your account simply returns to the Free plan. You will not be billed, because we have no way to bill you.
• To continue on a paid plan you must actively subscribe. Nothing happens unless you choose it.
• One trial per account, across both paid plans — so trialling Pro and then Farmer is not possible on the same account.
• You keep everything you created during the trial. Records, pets and bookings stay; only the paid features stop.

There is no cancellation to perform and no refund to claim, because a trial costs nothing. If you want to end it early, downgrade to Free in the app at any time.

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

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.