What applies when you need to change or cancel a booking, and how money moves back to you.
Each service is delivered by an independent verified provider, so the cancellation terms — how much notice is needed and whether a fee applies — are set per service by that provider. Those terms are shown before you confirm a booking and again on the booking page afterwards. You are never agreeing to terms you have not seen.
Refunds are issued to the original payment method. Online payments are reversed through the payment gateway; the time it takes for the amount to appear depends on your bank or card issuer, not on PetApex. Where a booking was paid directly to the provider, the refund is settled between you and the provider and is recorded against the booking.
Every refund decision and its reference is attached to the booking record, so support can trace exactly what was decided and when.
PetApex is still finalising the commercial terms that apply to cancellations and refunds. This page therefore describes the framework — provider-set terms, disclosed before booking, refunds to the original payment method — without stating fee percentages or notice windows that have not been approved.
When the policy is published, this page and the booking flow will state it together.
Not resolved at the booking level? See grievance redressal for how to escalate.
