Refund and Cancellation Policy

Last Updated: November 26, 2025

Cancellation by Pet Owners

How to Cancel

1. Via Platform: Go to "My Bookings" → Select appointment → "Cancel Appointment"
2. Via Email: support@VetProposal.com (include Booking ID)
3. Via Phone: [Phone Number] (Mon-Fri, 9 AM - 6 PM CT)

Late Cancellation Fees

Veterinarians may charge a cancellation fee (up to 50% of service price) for cancellations less than 24 hours before appointment.

No-Show Policy

If you miss an appointment without prior cancellation:

• Full payment charged (100%)
• No refund issued
• Account warning (3 no-shows = suspension)

Exceptions:

• Medical emergency (with documentation)
• Natural disaster or extreme weather
• Platform outage preventing cancellation

Cancellation by Veterinarians

If a veterinarian cancels your appointment:

Full Refund

• 100% refund (including Platform fee)
• Processed within 5-10 business days

Compensation for Late Cancellation

If veterinarian cancels less than 24 hours before appointment:

• Full refund PLUS
• $25 Platform credit (for future bookings)

Refund Processing

Timeline

• Standard Refunds: 5-10 business days
• Expedited Refunds: 2-3 business days (may incur fee)

Method

• Refunded to original payment method (credit card, debit card, PayPal)
• Check or bank transfer (if original method unavailable)

Partial Refunds

Partial refunds may be issued if:

Service Not as Described

• Contact us within 7 days of appointment
• Provide evidence (booking description, photos, messages)
• We will mediate and may issue 25-75% refund

Incomplete Service

• Example: 30-minute appointment ends after 15 minutes = 50% refund

Disputes

Dispute Process

1. Contact veterinarian directly (via Platform messaging)
2. If unresolved, email disputes@VetProposal.com within 14 days
3. We will investigate and respond within 7 business days

Emergency Situations

Pet Medical Emergency

• Full refund if your pet requires emergency care
• Provide proof (emergency vet records)

Weather and Natural Disasters

• Full refund for severe weather preventing attendance
• Examples: hurricanes, floods, blizzards, wildfires

Rescheduling

You may reschedule instead of canceling:

More than 24 Hours Before

• Free rescheduling
• Subject to veterinarian availability

Less than 24 Hours Before

• Veterinarian may charge rescheduling fee ($25-50)
• Subject to veterinarian approval

Contact for Refunds