We value the trust of every client and are committed to providing veterinary services at the highest professional standard. Vetforpet services are delivered in a digital format, which means most consultations and analytical work are considered fulfilled once the report, interpretation, file, or expert conclusion has been delivered to the client. However, we understand that certain situations may require a refund or cancellation, and such cases may be reviewed individually.

A refund may be issued if the service has not yet been provided, if diagnostic work has not been initiated, if no analysis or report has been prepared, and the specialist has not started processing client data. If work has already begun, a partial refund may be granted, calculated proportionally to the volume of analysis and consultation work already completed.

Refunds can only be granted when valid and verifiable reasons exist.
Possible grounds for refund include:
• technical error resulting in the client not receiving the service or files;
• inability to complete the service on Vetforpet’s side (e.g. insufficient data for evaluation, corrupted or unreadable diagnostic files, no response from the client for 72+ hours);
• accidental payment for a service or purchase of the wrong product (if work has not yet begun);
• the service delivered does not match the description presented at the time of purchase — must be documented;
• the wrong service was provided due to technical or human error by Vetforpet;
• the client is unable to continue the service for a justified and documented reason (e.g. sudden medical emergency where on-site care becomes necessary, making digital diagnostics irrelevant at this stage).

Refunds are not issued when:
• the service has already been completed and the client received the report, consultation, or file;
• the client cancels the order after the specialist has already started working;
• the client provides low-quality or unreadable data (poor scans, unclear photos/videos, missing medical history) and fails to resend usable materials within 7 days;
• the client refuses to provide required information without which the analysis cannot be completed;
• the client expects results outside the scope of the purchased service (for example: full diagnosis without tests, medication prescription beyond legal standards, speculative prognosis not based on provided data).

To request a refund, the client must contact support and include the order number, description of the issue, and any supporting documentation. Each request is reviewed within 3–7 business days, after which a decision is made — full refund, partial refund, or denial. If approved, funds are returned to the same payment method used for purchase within 3–14 banking days, depending on the client’s bank policies.

We are always ready to assist, carefully review any case, and offer a fair and transparent solution. The purpose of our Refund and Returns Policy is to maintain trust, safety, and respectful cooperation between pet owners and the Vetforpet veterinary team.