1. 30-day money-back guarantee
Every new PetPass Plus or Family subscription — monthly or yearly — is covered by a 30-day money-back guarantee. If you're not satisfied for any reason, you can request a full refund within 30 days of your order date.
The guarantee applies to first-time purchases and to renewals: if a renewal charge you didn't want goes through, you have 30 days from that charge to request a refund for it.
2. How to request a refund
Refunds are processed by our payment provider, Paddle, which is the Merchant of Record for all PetPass orders. To request a refund, visit paddle.net and look up your purchase, or reply to your Paddle order receipt email.
You can also email us at jkushal4321@gmail.com with your order details and we'll arrange the refund with Paddle for you.
Approved refunds are returned to your original payment method. Depending on your bank or card issuer, the credit can take a few business days to appear.
3. What happens after a refund
When a refund is completed, your paid features end and your account returns to the Free plan. Your pets, records and documents are never deleted — you keep full access to them on the Free plan.
4. Your statutory rights
Nothing in this policy limits your statutory consumer rights. EU and UK consumers have a 14-day right to withdraw from a new subscription, and consumers in other countries may have additional protections under local law. Our 30-day guarantee is in addition to those rights, not a replacement for them.
5. Questions
Questions about refunds: jkushal4321@gmail.com. See also our Terms of Service and Privacy Policy.