Refund Policy
VetCareApp (“VetCareApp,” “the Service,” “we,” “us,” or “our”) is operated by Coderlook Solutions Private Limited (“Coderlook,” “the Company”).
This Refund Policy (“Policy”) explains when refunds may apply for VetCareApp subscriptions and related digital fees. The Service is offered primarily in India. By purchasing or subscribing, you agree to this Policy. It is governed by the laws of India. Mandatory consumer rights that cannot be waived still apply; this Policy does not replace those rights.
1. Scope
This Policy applies only to VetCareApp software subscriptions and related digital fees (including seats and, if charged, setup/training).
It does not apply to veterinary medical treatments, prescriptions, diagnostics, or any clinical services provided by a clinic. VetCareApp is practice-management software only.
2. Free Trial, Then Paid — Non-Refundable by Default
- New clinics may receive a 30-day free trial to evaluate the product. No payment is taken for the trial, so nothing is refundable for the trial.
- After you convert to a paid plan, fees are for access to the software for that billing period. Paid charges are non-refundable if you change your mind, stop using the product, under-use seats/features, cancel mid-cycle, or no longer need the service.
- Payments are processed by PhonePe and/or Razorpay. We do not store your card or UPI credentials.
3. When a Refund May Apply
Refunds are limited to the following only:
3.1 Duplicate or unauthorized charges
If you were charged twice for the same purchase, or charged without authorization, we will refund the erroneous amount after verification (via the original payment partner).
3.2 Platform unavailability caused by us
- Only if a paid entitlement is substantially unusable because of a confirmed VetCareApp platform failure (not clinic network issues, user error, or third-party outages outside our control).
- You must notify us promptly at info@vetcareapp.com and give us a reasonable chance to restore service.
- This is not a refund for unused days, low usage, or dissatisfaction after a working service. Any remedy, if granted, is limited to the affected paid charge and is not an open pro-rata entitlement.
4. Non-Refundable
- Change of mind after payment
- Non-use or under-use of the product, seats, or features
- Cancellation mid-cycle (access continues until period end; unused days are not refunded)
- Renewals that processed while the subscription was active
- Training / onboarding / setup fees once delivered
- Custom development or professional services once work has started
- Veterinary medical treatments or clinical outcomes
5. How to Request (Eligible Cases Only)
Email info@vetcareapp.com with organization email, transaction/invoice reference, date, amount, and reason.
- We review eligible requests in the ordinary course of business.
- If approved, the refund is initiated through PhonePe/Razorpay; bank timelines vary.
- If a refund is issued, the related paid access may be ended.
6. Cancellation (Not a Refund)
Cancel anytime in subscription settings or via info@vetcareapp.com / +91 8910820023.
- Cancel stops future renewals. Access usually continues until the end of the period already paid.
- Cancellation does not refund the current paid period.
- Self-serve monthly plans have no cancellation fee. Enterprise terms may differ if agreed in writing.
Data after cancellation
- Data generally remains available for up to 90 days, then may be deleted.
- Export what you need before or during that window.
7. Chargebacks
- Contact us before filing a chargeback for a VetCareApp charge.
- Abusive or unjustified chargebacks may result in suspension of the account.
8. Changes
We may update this Policy when needed. Updates are posted with a new effective date. Continued use after that date means you accept the updated Policy.
9. Governing Law
Governed by the laws of India. Courts in Kolkata, West Bengal, India have exclusive jurisdiction, subject to mandatory law.
If we expand to other countries later, we may publish separate regional terms. Until then, Indian law and this Policy control, subject to mandatory rules that cannot be contracted out of.