VetGo REFUND & CANCELLATION

Vetgo Private Limited (“VetGo”) team facilitates processing of service. ONLINE CONSULTATION: In case of online consultation, a customer will be eligible to raise a request for Refund only in case the consultation query is not replied within specified timeline. The customer is required to raise the Refund request with VetGo customer care within 72 (seventy- two) hours from the time of submission of query or receiving of response. The request for the Refund will be validated by VetGo customer care team. In case of valid Refund, the same will be done by crediting the bank account of the customer. Refund process shall be completed within 30 (thirty) days from the date of submission of the request for Refund.

F. Refund policy for Patients:

i. In the event it is proved that the Practitioners have acted in contravention of any applicable laws, VETGO shall provide complete refund to the User, subject to investigation undertaken by VETGO. ii. If the cancellation is due to the abusive nature of the User, such User shall not be eligible for any refund and VETGO/Practitioner shall be entitled to take any legal action, depending upon the gravity of the matter. iii. User shall refrain from raising any personal queries or advise on the Consult platform which is not related to a specific disease / medicine. In the event the User raises any such personal queries or advice on the Consult platform, VETGO reserves the right to terminate the consultation of such Users and further, such Users will not be entitled to any refund. iv. In case a Practitioner does not respond to a paid consultation within ten (10) minutes from the time of starting a consultation on the Consult platform, or does not respond for more than fifteen (15) minutes during an active consultation, the User shall have the right to request for a refund and any amounts paid by the User with respect to the such consultations will be refunded. v. In case a Practitioner does not provide a consultation summary prescription for a particular consultation, then the User shall have the right to request for a refund and any amounts paid by the User with respect to such consultations will be refunded. Refunds will not be provided if the Practitioner has provided a consultation summary prescription to the User. vi. In case a Practitioner is unreasonably abrupt or quick to complete a particular consultation on the Consult platform, then the User shall have the right to request for a refund. VETGO shall provide complete refund to the User, subject to investigation undertaken by VETGO. vii. VETGO reserves the right to permanently block Users from the Consult platform in the event VETGO receives multiple cancellation requests from such Users for reasons which do not form part of the cancellation policy of VETGO. viii. Users are allowed a period of three (3) days to flag any consultation as inadequate, and request for a refund. No refund requests shall be considered thereafter. ix. Users can request a refund by contacting VETGO’s online chat support x. VETGO shall check the details and process the refund where applicable, solely at its discretion. After a refund request is processed, the money will be refunded to the User in seven (7) working days from the day refund has been approved from VETGO. xi. In the event a User raises any concerns regarding the inappropriateness of a particular consultation on the Consult platform, the User agrees that the refund or any other outcome for any such concerns raised by the User will be subject to a detailed review of the said concerns by VETGO as per VETGO’s internal policies. xii. In all matters related to refund and settlement under this Agreement, VETGO shall decide so at its sole and absolute discretion after detailed review of the matter and taking into account all the involved parties’ information. The decision of VETGO shall be final in this regard. You can cancel you’re appointment before service (as applicable). In case of cancellation of any Made to Order product (“MTO”) within 24 hours of booking of appointment, a full refund will be initiated. VetGo offers a 30- day return policy.

G. VETGO CANCELLATION

There may be certain appointments that VetGo veterinarians are unable to accept and service and these may need to be cancelled. Some situations that may result in your booking being cancelled include, non-availability of the veterinarians or inaccuracies or errors. No cancellation charges shall be levied for cancellation of an appointment in accordance with the terms of this policy.  

C.  Refund Policy

1. When can I expect the amount to be refunded? 1.1 Please note that the refund amount mentioned at the time of return on the Platform is an estimate and will be finalised after completion of verification. 1.2 Refund will be initiated only post successful verification of the service by the veterinarian. Please note that the verification process may take: 1. For Local Cities*: 48 hours from the time of cancellation. 2. For Other Cities: 8-10 business days from the date of cancellation. 1.3 The amount is expected to reflect in your account after completion of verification from the veterinarian as per the following timelines: Method of Payment

Refund Timeframe

NEFT 1-3 business days Online refund 7-10 business days subject to the bank turnaround time and RBI Guidelines. Other Wallets 2-3 business days 1.4 You understand and acknowledge that we reserve the rights to claim back any refund that has been processed by us as a result of fraudulent activities such as return of wrong appointment.