Cancellation Policy

  1. Appointment/Service Cancellation

    Users can cancel appointments or services by going to the "Order Details" page and using the cancel option displayed there. Note that for Online Consultation services, cancellation is only possible prior to payment completion. For Home Services, cancellation is only possible when the order status is "ORDERED" or "ACCEPTED". For Clinic Appointments, cancellation is possible until prior to payment of appointment slot booking fee. Otherwise, even if the appointment is cancelled, the slot booking fee will not be refunded.


  2. Cancellation Charges

    As specified in the "Terms of Service", FurryCare will not refund the clinic appointment slot booking fee in case of no-shows at the scheduled time.


  3. Refund for Cancellation

    If a refund is applicable for a cancelled order, it will be processed in accordance with FurryCare's "Refund Policy".


  4. Exceptions

    In cases where the provider (whether a veterinarian or a clinic) fails to complete the order with or without updating the platform, the order will be cancelled by calling or emailing the support team, and any applicable refund will be arranged according to FurryCare's refund policy.


  5. Contact Information

    For any queries regarding cancellation, users can contact FurryCare's support team at support@furrycarebd.com.

Refund Policy

  1. Refund Eligibility

    Refunds may be issued for service cancellation, payment system errors, or other specific circumstances. Refunds will be applicable for service cancellation only under one of the following circumstances:

    • Provider cancels the order partially or fully after payment is completed.
    • Provider has not cancelled the order but failed to provide the ordered service.
    • For Home Services, if the user cancels the order and has made payment before the provider starts travelling to the user's home.
    • If the clinic revokes the slot booking or cancels the order after the user has paid for the service or slot.

    No refunds are issued for dissatisfaction with service quality. In such cases, if applicable, the platform will use other means to compensate dissatisfied users.


  2. Refund Procedure

    In cases of service cancellation where a refund is applicable, the platform will automatically issue the refund without any request. Some payment methods may take longer than others to send refunds, so the platform requests 3-5 working days to process the refund. In other cases, a complaint can be made within the platform or by emailing the support team to request a refund for services not received. Generally, refunds will be credited to the original payment method. However, if there are issues with that method, the support team will contact the user for alternative methods.


  3. Exceptions

    Certain services or situations may not be eligible for refunds according to the Terms of Service or FurryCare's guidelines. Particularly for Clinic Appointments, if the user does not arrive at the clinic at the scheduled time or at all, the slot booking fee will be considered non-refundable.


  4. Contact Information

    For refund-related inquiries, users can contact FurryCare's support team at support@furrycarebd.com.