Return Policy for Goods and Services (26/12/2023)

Types of Goods and Services

Our website offers the following types of goods and services:

Veterinary clinic support packages, which include reports on the implementation of social programs, thank-you letters, and other clinic-related merchandise. These packages provide an opportunity to support our social initiatives and help improve the living conditions of animals. Reports on program implementation include detailed information on how the funds were used to help animals, as well as photo and video materials for greater transparency.
Subscription service packages, which include veterinary service bundles. These packages provide pet owners with regular medical services at a favorable price. The bundles include preventive check-ups, vaccinations, diagnostic procedures, and other necessary services to maintain pet health.

We do not sell physical goods that require delivery to the customer. All offered goods are in digital format or represent services that can be used directly at our clinic.

Terms for Returning or Exchanging Goods

Since physical goods are not sold on the website, their return or exchange is not provided. Digital goods offered on the website are not subject to return or exchange. This is due to the nature of digital goods, which cannot be returned to their original state once delivered to the customer. Therefore, purchased digital materials, such as reports, thank-you letters, or other merchandise, are non-refundable.

Conditions for Returning Services

A refund for purchased service packages is possible only if the client has not used any of the services included in the package. If even one service has been rendered, a refund is not possible, as the package price cannot be split into individual components (the package price is lower than the combined cost of the individual services). This rule is implemented to keep the comprehensive service packages affordable and ensure fairness for all our clients.

A refund is possible within 14 days from the date of purchasing the service package, as each package has a limited validity period. Service packages are intended for specific time periods during which the client can use all services included in the package. After this period, a refund is not possible, even if the services have not been used.

Required Documents and Proof

To process a refund, the following documents must be provided:

A receipt confirming the purchase of the service. The receipt is a mandatory document confirming the fact of purchase and must be presented either in original or electronic form.
An identity document of the payer. This is necessary to verify identity and protect against fraud. Documents such as a passport or any other identification document containing a photo and payer's details can be provided.

Refund Procedure

A refund can be processed either online or offline:

Online Refund: It is carried out through a special page on the clinic's website or by sending a refund request to the clinic's email. The request must include purchase information (date, time, name of the purchased services, receipt), buyer's details (full name, phone number, email address), and a scan of the identity document. We strive to process online requests as quickly as possible and provide notification of receipt of the request within 2 business days.
Offline Refund: It is processed by visiting the clinic during working hours. The client must fill out a refund application and provide documents similar to those required for an online refund. Our staff will assist the client in filling out the application and provide all necessary information about further steps. The processing time for an offline application is also up to 10 business days.

Refund of Funds

Funds are returned to the same card that was used for payment. In case the card is blocked or removed from the payment aggregator's database, the refund can be made to a bank account after confirmation from the payment aggregator. For this, the client needs to provide bank account details and confirm their accuracy. We strive to ensure the security of client data and only work with verified payment aggregators to minimize risks.

The refund is processed within 10 business days from the date of registering the refund application. This period is due to the need to verify all data and confirm the transaction on our side and on the side of the payment aggregator. In case of delays, we immediately inform the client and provide updated information on the refund timeframe. We value our clients' trust and make every effort to ensure that the refund process is as transparent and convenient as possible.

2023-12-26 12:28