This Refund & Payment Policy explains what happens with payments, refunds and failed transactions on PawMate. By making any payment, you agree to this policy.
1. Payment methods
- Website (pawmateco.com): Razorpay (UPI, cards, netbanking, wallets)
- Android app: Razorpay for services (bookings, orders) · Google Play Billing for subscriptions if enabled by store rules
- iOS app: Razorpay for services · Apple In-App Purchase for subscriptions if enabled by store rules
- PawMate does not store card numbers, CVV, or bank credentials at any point.
2. Premium subscription refunds
Premium subscriptions are non-refundable once activated.
- Launch-offer of ₹369 for the first month is non-refundable.
- Recurring ₹499/month is non-refundable for the current billing period.
- You can cancel auto-renewal anytime from Profile → Manage Subscription. Access continues until the end of the paid period.
- No pro-rata refunds for partial months.
3. Failed transactions
- If your payment is debited but service not activated, funds are auto-reversed by Razorpay / Apple / Google within 5–7 business days. No action needed.
- If not credited back within 7 business days, email support@pawmateco.com with the transaction ID and date. We escalate to the payment gateway within 2 business days.
- PawMate is not liable for bank-side or gateway-side delays. Refund timelines depend on your issuer bank.
4. PawJobs walker & sitter bookings — refunds
| Cancellation timing | Refund |
|---|---|
| > 12 hours before booking | 100% (minus 2% gateway charge) |
| 2–12 hours before | 50% |
| < 2 hours before, or no-show | No refund |
| Walker no-show / cancel | 100% refund + re-booking credit |
| Emergency (hospital / accident) with proof | 100% refund (case-by-case) |
5. Pet shop orders
- Refund / return / exchange follows the shop's own policy displayed on their listing. PawMate is a marketplace and does not fulfil shop orders directly.
- Standard consumer-protection rights under Indian law apply.
- Disputes: contact the shop first. If unresolved, escalate to PawMate at support@pawmateco.com.
6. Vet consultation fees
- Consultation fees paid via PawMate are transferred to the vet after the consultation is completed.
- Cancellations more than 4 hours in advance: 100% refund.
- Cancellations within 4 hours: 50% refund.
- No-show: no refund.
- Vet no-show: 100% refund + re-book on priority.
7. Business partner subscription (Shops & Vets)
- Free listing plan: free forever, no billing.
- Verified Partner plan (₹499/month): first 6 months FREE for founding partners.
- After the free period, the ₹499/month fee is non-refundable for the active billing period.
- Auto-renewal can be cancelled anytime from the partner dashboard.
8. Chargeback & fraud
Fraudulent chargebacks (payment received, service delivered, chargeback filed) lead to permanent account suspension and, if applicable, referral to law enforcement.
9. Refund request process
- Email support@pawmateco.com with: transaction ID, date, amount, and reason.
- PawMate reviews within 3 business days.
- If approved, refund is initiated to the original payment method within 7 business days.
- Bank credit timing depends on your issuer (usually 5–10 business days).
TL;DR: Premium subscription is non-refundable once activated. Bookings can be cancelled with a partial refund. Shop & vet refunds follow their own terms. All disputes: support@pawmateco.com.