Refund policy

At Pet Watch, we recognize the unpredictability of life, which may impact your plans with your beloved pets. We value transparency and fairness, which is why we have developed a comprehensive refund policy for cancellations. Our objective is to guarantee fairness and offer you a seamless Pet Watch experience.

This Refund Policy is directed to Pet Owners only and should be read along with our Terms & Conditions, Privacy Policy, Cancellation Policy and other policies provided to Users on the Platform to get a well-rounded and comprehensive understanding of how we work, and to ensure your compliance with all policies and requirements.

Also, please refer to our Terms & Conditions and Cancellation Policy for the definition of any capitalized terms, which are not defined in this Policy. Refunds for authorized transactions are subject to the following conditions:

1. REFUND PROCESSING TIME & FEES

All eligible refunds shall have a minimum processing time of two (2) weeks. No additional fees shall be charged for processing a refund. However, any initial transaction fees charged by a payment gateway provider or banking institution are non-refundable and will not be reversed. Examples of such fees include but are not limited to: payment gateway service fees, banking transfer fees etc.

2. REFUND ELIGIBILITY

Refunds can be processed on any authorized transaction, ensuring compliance with payment regulations. You are eligible for either a full or partial refund in the below cases and in accordance with the Cancellation Policy (excluding any applicable cancellation fees):

• You have cancelled your Short Service Request more than two (2) hours prior to the service time; or
• You have cancelled your Long Service Request during the service time as per the Cancellation Policy (partial refund for remaining days only); or
• You have disputed a Service and the same has been approved by Pet Watch. For more details on Disputed Services, please refer to our Terms & Conditions.

Depending on your specific case and one of the above conditions being met, Pet Watch has the discretion on whether you can avail a full or partial refund.

3. REFUND MODE

Refunds shall be issued to the original mode of payment i.e., card payment and other payment service providers to be refunded to the same card/payment service provider used for payment. The refund will be processed within fourteen (14) to forty-five (45) days depending on the issuing bank of the credit card as well as third-party payment gateways and the exact date on which the amount shall be reflected in your account depends on your bank/payment service provider. Please allow for up to forty-five (45) days for the refund transfer to be completed. In case we have confirmed a successful refund through email, please contact your bank/payment service provider for follow-ups.

4. REFUND FOR DISPUTED SERVICES

4.1 An owner may dispute a completed Service through the Platform within seven (7) days of the Service date in case the Owner believes that the Sitter has breached any of their obligations or failed to adhere to the written instructions provided by the Owner on the Platform before the Service (the “Disputed Service”);

4.2 Pet Watch shall then investigate the Disputed Service and will revert back to the Owner between thirty (30) and ninety (90) days of raising the dispute with its decision on the Disputed Service.

4.3 The Owner shall be entitled to a refund for the Disputed Service, only in case the Owner’s complaint/dispute has been substantiated and proven during Pet Watch’s investigation, and based on Pet Watch’s sole discretion;

4.4 The Owner understands and agrees that Pet Watch shall only consider written communication between the Owner and the Sitter through the Platform in relation to any Disputed Service.

Thank you for choosing Pet Watch, and we’re excited to be part of your pet-filled journey. Should you need assistance with any refunds please contact us at help@petwatchapp.com, our dedicated team is here to help.