Refund Policy
Our commitment to fair and transparent refund policies for all PetFellow services and purchases.
General Refund Policy
PetFellow is committed to customer satisfaction. Our refund policy varies by service type and is designed to be fair to both users and service providers.
Since pet adoption is completely FREE on our platform, this policy primarily applies to premium services, pet store purchases, and subscription features.
Pet Store Purchases
Eligible Returns
- • Unopened products in original packaging
- • Items returned within 30 days
- • Products with manufacturing defects
- • Wrong items shipped
Non-Returnable Items
- • Opened food or treats
- • Custom or personalized items
- • Hygiene products (once opened)
- • Items damaged by misuse
Refunds are processed within 5-7 business days to the original payment method. Return shipping costs may apply unless the item was defective or incorrectly shipped.
Service Refunds
Veterinary Services
Refunds handled directly by individual veterinary practices according to their policies.
Foster Care Services
Cancellations with 24+ hours notice receive full refunds. Emergency cancellations evaluated case-by-case.
Pet Insurance
Insurance refunds follow provider-specific policies. Most offer pro-rated refunds for unused coverage periods.
Pet Passport Services
Refunds available before document processing begins. Completed passports are non-refundable due to processing costs.
Premium Subscriptions
Premium subscription refunds are handled as follows:
- Monthly Subscriptions: Cancel anytime; no refunds for partial months but service continues until period end.
- Annual Subscriptions: Pro-rated refunds available within first 30 days of purchase.
- Trial Periods: Cancel during trial period for full refund if applicable charges occurred.
All subscription cancellations can be managed through your account settings.
How to Request a Refund
Refund Request Steps:
- 1. Contact our support team within the applicable refund period
- 2. Provide your order number or service details
- 3. Explain the reason for your refund request
- 4. Follow any specific return instructions provided
- 5. Receive confirmation and timeline for processing
Most refunds are processed within 5-10 business days, though some may take longer depending on payment method and bank processing times.
Need a Refund?
Our customer service team is ready to help with refund requests and questions about our policies.