Petomall legal
Cancellation & Refund Policy
Last updated 22 October 2026
We want cancellations to be predictable. Below are the windows, charges and refund timelines for every type of purchase on Petomall.
Service bookings (grooming, boarding, training, vet visits)
- Free cancellation up to 4 hours before the slot — 100% refund.
- Between 4 hours and the slot start — 75% refund; a 25% fee compensates the provider's blocked slot.
- No-show or cancellation after the slot start — no refund.
- If the provider cancels or does not turn up, you receive a 100% refund plus PetCoins as an apology.
Product orders
- You can cancel any order free of charge while it is still Pending, directly from Orders in the app.
- Once an order is packed or shipped it can no longer be cancelled; use the return flow below.
- Damaged, defective or wrong items: report within 48 hours of delivery with photos for a full refund or replacement.
- Opened food, treats, medicines and used grooming items cannot be returned for hygiene reasons.
Online vet consultations
- Cancel more than 30 minutes before the consultation — 100% refund.
- Within 30 minutes — 50% refund.
- If the doctor does not join or the call fails on our side, you get a full refund or a free rescheduled slot.
Memberships
- Memberships can be cancelled within 7 days of purchase for a full refund, provided no member benefit has been redeemed.
- After 7 days, or once a benefit is used, membership fees are non-refundable.
Refund timelines
- Approved refunds are initiated within 2 working days.
- Money reaches the original payment method in 5–7 working days depending on your bank or UPI provider.
- Where you choose Petomall wallet credit instead, it is credited instantly.
How to request
- Use the Cancel option on the booking or order page, or write to support@petomall.com with your order/booking ID.
- Escalations: support@petomall.com — we respond within 48 hours.
Questions about this policy? Write to support@petomall.com.