Refund Policy

Welcome to WagNbush. This Refund Policy applies to both our pet services marketplace (pet boarding, walking, grooming) and our e-commerce store (pet products). Please read this policy carefully to understand your rights and our procedures for refunds and cancellations.

1.1 Cancellation Within 24 Hours of Booking

• You can cancel any service booking within 24 hours of making the booking
• Full refund will be provided
• No cancellation fees apply
• Refund will be processed within 3-5 business days

1.2 Cancellation After 24 Hours of Booking

Cancellations made more than 24 hours after booking but before service start time:

• If cancelled 24+ hours before scheduled service: Full refund available
• If cancelled 12-24 hours before scheduled service: 50% refund available
• If cancelled less than 12 hours before service: No refund (except emergencies)

1.3 Service Provider Cancellation or Rejection

If a service provider cancels or rejects your booking:

• Full refund will be provided immediately
• We will help you find an alternative service provider
• Priority booking assistance for future services
• No penalties or fees apply to you

1.4 No-Shows

• If you fail to show up for a scheduled service without prior cancellation: No refund will be provided
• Full payment will be released to the service provider
• Emergency situations will be reviewed case-by-case

2.1 Unsatisfactory Service

If you are not satisfied with the quality of service provided:

• Report the issue within 24 hours of service completion
• Provide detailed feedback and evidence (photos/videos if applicable)
• We will investigate and mediate between parties
• Partial or full refunds may be provided based on investigation
• Service provider may be coached or removed if necessary

2.2 Service Not Completed

• If a service is not completed as agreed: Full refund will be provided
• Alternative service provider will be arranged if needed

3.1 Damaged or Defective Products

If you receive a damaged, torn, or defective product:

• Create an unboxing video showing the product condition
• Take clear photos of the damage/defect
• Share the video and photos with our support team within 48 hours of delivery
• Full refund will be provided upon verification
• Return shipping will be arranged by us at no cost to you

3.2 Wrong Product Delivered

• Report within 48 hours of delivery
• Full refund or correct product replacement will be provided
• Return shipping arranged by us

3.3 Product Not as Described

• Report within 7 days of delivery
• Provide photos showing the discrepancy
• Full refund or replacement will be provided

3.4 Return Timeframe

• Product return requests must be raised within 7 days of delivery
• Products must be in original condition with tags and packaging
• Refunds will be processed within 5-7 business days after product return verification

4.1 How to Request a Refund

• Submit refund request through the app or website
• Provide reason for refund and any supporting documentation (videos, photos)
• Our team will review the request within 24-48 hours
• You will be notified of the decision via email/SMS

4.2 Refund Processing Time

• Service refunds: 3-5 business days
• Product refunds: 5-7 business days after return verification
• Refunds will be issued to the original payment method used

4.3 Refund Methods

• UPI payments: Refunded to same UPI ID
• Credit/Debit Cards: Refunded to same card (may take 7-10 business days)
• Net Banking: Refunded to same bank account
• Cash on Delivery: Refunded via bank transfer or digital wallet

5.1 Full Refunds Available For

• Pet medical emergencies (with veterinary documentation)
• Family emergencies (with supporting documentation)
• Natural disasters or extreme weather conditions
• Government-mandated restrictions or lockdowns
• Service provider cancellation or unavailability

5.2 Emergency Refund Process

• Contact support immediately with emergency details
• Provide supporting documentation when possible
• Refunds will be processed on priority basis
• Full refund guaranteed for genuine emergencies

6.1 Services

• Completed services where customer is satisfied
• No-shows without valid emergency reason
• Cancellations made less than 12 hours before service (except emergencies)
• Services cancelled due to undisclosed pet behavior issues

6.2 Products

• Products used or damaged by customer
• Products returned after 7 days of delivery
• Products without original packaging or tags
• Gift cards and promotional credits (unless specified)

7.1 If You Disagree with Refund Decision

• Contact our customer service team with additional information
• Provide any missing documentation or evidence
• Request a review of your case by a senior team member
• We will conduct a thorough investigation and respond within 5 business days

7.2 Escalation Process

• If still unsatisfied, you may escalate to our management team
• All disputes will be handled fairly and transparently
• We are committed to resolving all issues to customer satisfaction

For refund requests, questions, or disputes regarding this Refund Policy:

We aim to respond to all refund requests within 24-48 hours and process approved refunds as quickly as possible.