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. Please note the following specific rules for cancellation:

    • Online Consultations: Cancellation is only possible prior to payment completion.
    • Home Services: Cancellation is only possible when the order status is "ORDERED" or "ACCEPTED".

    No-Show Definition: A "No-Show" occurs if a user is not available at the provided address for a home visit or fails to join an online consultation within 15 minutes of the scheduled time. In such cases, the service may be marked as completed or cancelled without a refund.

  2. Provider Failures

    In cases where the provider (veterinarian or clinic) fails to complete the order with or without updating the platform, the user should contact the support team. Any applicable refund for provider-side failures will be arranged according to the refund policy.