REFUNDS & CANCELLATION POLICY
This Refunds & Cancellation Policy (“Policy”) governs the rules, timelines, and procedures for cancellations, reschedulings, and refunds across all products, memberships, hub services, digital features, and third-party facilitation provided by Enlargenet (operating as “Petqy”, and referred to as “Company”, “we”, “us”, or “our”).
By purchasing any membership, booking a service at our 1-Acre Petqy Hub in Sohna/Gurugram, scheduling veterinary or lab appointments, utilizing pet relocation, or engaging in peer-to-peer marketplace services on www.petqy.com or the Petqy Mobile Application, you acknowledge that you have read, understood, and agreed to be bound by the terms outlined below.
1. ANNUAL MEMBERSHIPS (SILVER, PLUS, ROYAL & IMPERIAL)
We offer a fair and clear cooling-off mechanism for all annual membership tiers (Petqy Silver, Petqy Plus, Petqy Royal, and Petqy Imperial):
30-Day Cooling-Off & Zero-Usage Eligibility:
You are eligible for a full refund of your annual membership fee ONLY IF:
- The cancellation request is submitted within thirty (30) calendar days from the exact date of membership purchase; AND
- Zero (0) membership benefits have been used (i.e., no pet park passes redeemed, no spa/grooming sessions used, no complimentary boarding nights booked, no free vet consultations claimed, and no photography sessions availed).
Absolute Non-Refundability:
- If ANY single benefit or service under the membership has been used or redeemed within the first 30 days, the membership becomes 100% non-refundable immediately, regardless of time elapsed.
- After 30 calendar days from the date of purchase, all memberships become 100% non-refundable under all circumstances, regardless of usage status.
2. STANDALONE HUB SERVICES (BOARDING, DAYCARE & PEAK SEASONS)
2.1 Standard Boarding & Daycare (Non-Peak Periods)
More than 3 Days (72+ Hours) Prior to Check-In: Full refund or 100% service credit issued with zero cancellation penalties.
Between 24 Hours and 72 Hours Prior to Check-In: Eligible for full service credit usable against future bookings, or cash refund.
Less than 24 Hours Prior to Check-In / No-Show: Cancellations made within 24 hours of scheduled check-in or failure to arrive (No-Show) will result in forfeiture of the booking deposit / full charge for the first night’s stay.
2.2 Peak Season Boarding (Diwali, Holi, Christmas, New Year & Long Weekends)
Due to extreme demand and suite capacity locks during peak festival periods, heightened cancellation terms apply:
Cancellation Window: Cancellations must be made at least 48 hours prior to the scheduled peak season check-in time for an unused booking deposit or payment to be eligible for a refund.
Cancellations within 48 Hours: Cancellations made less than 48 hours prior to peak check-in will result in a 100% forfeiture of the advance deposit / peak boarding fee.
Early Check-Out / Shortened Stays During Peak Boarding: If a pet parent checks out early or shortens an ongoing boarding stay during a peak season period, one (1) additional night’s fee will be charged as an early-departure adjustment fee, and the remainder of unused nights will be credited to your Petqy wallet.
3. GROOMING, VETERINARY CONSULTATIONS & LAB DIAGNOSTICS
3.1 In-House Grooming, Spa & Diagnostic Labs
Free Cancellation Window: You can cancel or reschedule an in-house grooming, wellness spa, or diagnostic lab appointment free of charge up to two (2) hours prior to the scheduled appointment time.
Late Cancellation / No-Show Fee: If you cancel or reschedule less than 2 hours before the appointment, or fail to show up, a late cancellation fee of ₹200 will be charged or deducted from your account/refund before processing.
3.2 Veterinary Consultations (In-House & Online / Independent Doctors)
In-House Vet Services: Standard 2-hour cancellation rules apply (cancellations within 2 hours incur a ₹200 administrative fee).
Independent & Listed Veterinarians: Individual, external, or listed veterinarians operating on or through the Petqy platform maintain their own independent fee structures, consultation terms, and refund policies. Petqy acts solely as a venue and scheduling tool for external practitioners; therefore, Petqy cannot dictate, alter, or override external doctor refund policies. Users are advised to review individual practitioner terms prior to booking.
4. PET RELOCATION & TRANSPORT LOGISTICS
Pet relocation and transport services (air, road, rail, sea, local, and international) involve immediate third-party logistics bookings, carrier reservations, customs clearance actions, and crate preparation.
1-Hour Strict Grace Period: You may request a full refund or cancellation within one (1) hour of paying for the relocation service.
Non-Refundable After 1 Hour: No refunds will be granted after one (1) hour of payment, as administrative processing, transit documentation, air cargo bookings, and logistics partner allocations begin immediately upon payment receipt. All vendor and freight fees paid thereafter are strictly non-refundable.
5. PEER-TO-PEER MARKETPLACE & PET RENTALS
Pet Rentals (Trial Stays, Therapy & Event Rentals): All peer-to-peer pet rentals and short-term trial stay agreements are for fixed durations. All rental fees are 100% non-refundable once booked and paid, regardless of whether the renter returns the pet early.
Peer-to-Peer Sales & Adoptions: Petqy acts purely as an intermediary software venue. All transaction payments, deposits, or booking arrangements made directly between independent buyers, sellers, adopters, and breeders are governed by agreements between those respective parties. Petqy assumes no liability and processes no refunds for third-party marketplace disputes.
6. REFUND PROCESSING TIMELINES & METHOD
Processing Mode: Approved refunds will be processed back to the original payment method (credit card, debit card, net banking, or UPI) used during the transaction, or credited as Petqy Store / App Wallet Credits upon user request.
Once initiated by our billing desk, refunds reflect in your bank account or card statement within 5–7 business days depending on your financial institution.
7. CANCELLATION & REFUND SUMMARY TABLE
| Service / Product | Cancellation Window | Refund / Penalty Terms |
|---|---|---|
| Annual Memberships | Within 30 days & Zero Usage | 100% Full Refund |
| Annual Memberships | After 30 days OR Any Usage | Strictly Non-Refundable (0%) |
| Standard Boarding | > 3 Days (72+ hours) | 100% Full Refund or Store Credit |
| Standard Boarding | 24 Hours to 72 Hours | 100% Petqy Store Credit / Refund |
| Standard Boarding | < 24 Hours / No-Show | 1st Night Forfeited / Charged |
| Peak Season Boarding | > 48 Hours Before Check-in | 100% Refundable |
| Peak Season Boarding | < 48 Hours Before Check-in | 100% Deposit Forfeited |
| Shortened Peak Stay | Mid-Stay Early Check-Out | 1 Extra Night Charged, balance credited |
| Grooming & Labs | > 2 Hours Before Appointment | Free Cancellation (100% Refund) |
| Grooming & Labs | < 2 Hours / No-Show | ₹200 Cancellation Fee Deducted |
| Pet Relocation | Within 1 Hour of Payment | 100% Full Refund |
| Pet Relocation | After 1 Hour of Payment | 100% Non-Refundable (Services initiated) |
| Pet Rentals | Fixed Duration Rentals | 100% Non-Refundable |
| Independent Vets | Third-Party Practitioners | Governed by individual doctor policies |
8. CONTACT FOR REFUND REQUESTS
To submit a cancellation or formal refund request, please contact our support desk with your booking reference ID, registered phone number, and reason for cancellation: