Refund & Cancellation Policy

1. Cancelling a pet owner subscription

Subscriptions for the pet owner mobile app are purchased directly through the Apple App Store or Google Play Store, so you manage and cancel your subscription in your device’s store settings, not in our app.

• iPhone or iPad — open Settings → tap your name → tap Subscriptions.
• Android — open the Google Play app → tap your profile icon → tap Payments & subscriptions.

Cancelling prevents your next scheduled renewal. You keep full access to your plan’s premium features until the end of the billing period you have already paid for. Deleting the app from your device does not cancel your subscription.

2. Refunds for pet owners

Because Apple and Google process and manage all in-app payments, they retain sole discretion over refunds. We are technically unable to issue refunds on their behalf.

• Apple App Store — request a refund at reportaproblem.apple.com.
• Google Play Store — request a refund from your order history, in the Play Store app or a browser.

If you are seeking a refund because of a technical error on our side, tell us through the contact form. We cannot credit your store account directly, but we can give you account logs or written confirmation of the issue to support your request with Apple or Google.

3. Billing and cancellation for veterinary practices

Practices are billed by us directly rather than through an app store. A practice administrator can cancel at any time from the billing page in the workspace, and the plan stays active until the end of the billing period you have already paid for.

Payments are non-refundable. Because we offer a free trial so you can evaluate the platform before your first payment, we do not refund payments or pro-rate part-used billing periods. If you hit a technical problem or think there has been a billing error, tell us through the contact form and we will look at your case.

If a plan lapses. When a payment fails or a plan runs out, the workspace is locked, not deleted — your data is preserved while the billing is sorted out.

4. Free plans and the rescue programme

The free tier and the verified rescue programme cost nothing, so there is nothing to cancel and nothing to refund. A rescue can stop using the service, or ask us to close its account, at any time.

Going quiet on a free or rescue plan does not delete anything by itself. Your data is removed when you ask us to remove it, or when our standard retention periods say so.

5. How to ask

Use the contact form and tell us which store you bought through. That one detail is what lets us answer in a single reply rather than three.