Cancellation & Refund Policy

1. Appointment Cancellation

We understand that plans change. If you need to cancel or reschedule your veterinary appointment, please do so as early as possible to allow other pet owners to take the slot.

• More than 24 hours before: Full refund of any deposit or prepayment. No cancellation fee.
• Within 24 hours of the appointment: The deposit is non-refundable. If you paid in full, 80% of the appointment fee will be refunded.
• No-show: No refund will be issued for missed appointments without prior cancellation.

2. How to Cancel

You can cancel an appointment through the Vetwoop app or website by navigating to your appointment details and selecting “Cancel Appointment.” You may also contact the clinic directly using the contact information provided in your appointment confirmation.

Cancellations are effective immediately upon submission. You will receive a confirmation notification once the cancellation is processed.

3. Refund Processing

Approved refunds are processed back to the original payment method:

• Paystack: Refunds are typically processed within 3–5 business days.
• Moolre: Refunds are typically processed within 3–5 business days.
• PayPal: Refunds are typically processed within 1–3 business days.

The exact timing depends on your bank or payment provider. Vetwoop is not responsible for delays caused by your financial institution.

4. Clinic-Initiated Cancellations

If a clinic needs to cancel or reschedule your appointment (e.g. due to vet unavailability, emergency, or force majeure), you will receive a full refund of any deposit or prepayment, or you may choose to reschedule at no additional cost.

5. Subscription Cancellation

Clinic subscriptions on Vetwoop are billed monthly. If you wish to cancel your subscription:

• You can cancel at any time from your clinic dashboard settings.
• Cancellation stops future billing cycles. You will not be charged for the next month.
• Your subscription remains active until the end of the current billing period.
• No partial refunds are issued for unused days within a billing cycle.

6. Verification Fee

The clinic verification fee is a one-time charge for reviewing and verifying your clinic’s credentials. This fee is non-refundable once the verification process has begun, regardless of the outcome.

7. Emergency Situations

In cases of genuine emergencies (e.g. your pet requires urgent care and you cannot make a scheduled appointment), please contact us as soon as possible. We will work with you and the clinic to arrange a refund or rescheduling on a case-by-case basis.

8. Contact Us

If you have any questions about our cancellation and refund policy, please contact us at support@vetwoop.com.