Refund Policy

Effective Date: August 29, 2025
Last Updated: August 29, 2025

1. General Principle: Policies are Set by Our Partners

PetFellow.org is a platform that connects you with a diverse community of independent service providers and vendors, including veterinarians, pet shops, foster homes, and caregivers. As these partners operate their own businesses, the cancellation, return, and refund policies for any purchased service or product are determined directly by the individual vendor or service provider.

PetFellow facilitates transactions but does not set the refund terms for our partners. It is your responsibility to read and understand the specific policy of a vendor or service provider before making a purchase or booking.

2. Policies by Service Type

A. Veterinary, Foster, and Caregiver Services:

• Provider-Specific Terms: Each veterinarian, foster home, and caregiver sets their own cancellation and refund policy. This policy, including any potential fees for late cancellations, will be stated on their profile page or during the booking process.
• Requesting a Cancellation: To cancel a booking, please do so through your PetFellow account dashboard. Any applicable refund will be processed according to the provider's stated policy.
• Disputes: If you believe you are entitled to a refund that was not granted, you must first attempt to resolve the issue directly with the service provider through our platform's messaging system.

B. E-commerce Marketplace (Pet Shops):

• Vendor-Specific Terms: Each shop on our marketplace has its own policy regarding returns, exchanges, and refunds. This information can be found on the individual shop's page or on the product listing itself.
• Requesting a Return or Refund: To initiate a return or request a refund for a product, please navigate to the 'My Orders' section of your account and follow the instructions provided by the vendor.

3. The Refund Process (When a Refund is Approved)

If a vendor or service provider approves a full or partial refund in accordance with their policy, PetFellow will facilitate the process.

• Confirmation: We will only process a refund after receiving confirmation of the approved amount from the vendor or provider.
• Payment Method: All refunds will be issued to the original payment method used for the purchase.
• Processing Time: The refund will be processed by PetFellow promptly upon confirmation. However, the time it takes for the funds to appear in your account is subject to the policies of our third-party payment processors (e.g., bKash, SSL Commerz, your bank) and may take 5-10 business days or longer.

4. Services with No Refund Policy

A. Pet Adoption: As all adoptions facilitated through PetFellow.org are completely free of charge and involve no financial transactions on our platform, this Cancellation and Refund Policy does not apply to pet adoptions.

B. Pet Insurance: Pet insurance policies available through our platform are provided and managed by third-party insurance companies. All matters related to policy cancellations, claims, premiums, and refunds are governed by the terms and conditions of the respective insurance provider. You must contact your insurance provider directly for any and all insurance-related inquiries. PetFellow does not handle any insurance claims or refunds.

5. Our Role in Disputes

PetFellow encourages users and vendors to resolve any disputes directly and amicably. While PetFellow may, at its sole discretion, offer mediation assistance, we are not obligated to intervene in a refund dispute. The stated policy of the vendor or service provider will be considered the governing terms for the transaction.

6. Contact Us

If you have questions about our role in the refund process, please contact us at: hello@petfellow.org

For questions about a specific refund, please contact the vendor or service provider directly through the platform.