Refund & Cancellation Policy

Thank you for choosing PetNimbus. We strive to provide the best digital experience for you and your pets.

1. Digital Services & Subscriptions

PetNimbus offers the following digital services and subscriptions. All prices exclude 18% GST unless otherwise stated.

1.1 Subscription Plans

• FREE — ₹0 (no refund applicable).
• BASIC — ₹249/month or ₹1,499/year.
• PREMIUM — ₹549/month or ₹3,999/year.
• Mating Subscription — ₹299/month or ₹699/3 months (available in the Bengaluru launch zone).

1.2 In-App Purchases (Consumables)

• Super Like Bundles: ₹45 (3), ₹75 (5), ₹149 (10).
• Reveal Tokens: ₹49 (1), ₹199 (5), ₹349 (10).
• Nutrition Tokens: ₹29–₹299 depending on bundle and first-time status.

1.3 Subscription-Included Features

The following features are included within your subscription plan and are not sold as separate purchases. No independent refund applies to them:

• Financial Hub: Pet expense tracking and AI-powered receipt scanning.
• Vaccination Roadmap: Vaccination records, reminders, and WSAVA-compliant roadmap.
• Daily Diary & Observations: Daily meal, exercise, weight, and mood logging.
• Daily Check-In & Streak Tracking: Pet care completion tracking and streak analytics.
• Smart Pet Match: Compatibility scoring on adoption and mating cards.

Access to these features is governed by your active subscription tier. If your subscription expires, access to premium features within these tools reverts to free-tier limits.

1.4 Non-Refundable Nature

All digital purchases are generally non-refundable once the service has been activated or the digital content (e.g., AI Nutrition Plan) has been delivered/generated.

• Consumable Items: Reveal Tokens, Super Likes, and Nutrition Tokens are considered "consumed" immediately upon use. Unused balances are non-refundable.

1.5 Auto-Renewable Subscriptions

• iOS (Apple App Store): Subscriptions auto-renew via Apple In-App Purchase. Turn off auto-renewal at least 24 hours before the end of the current period via Settings > [Your Name] > Subscriptions. Cancellation takes effect at the end of the current period — no partial-period refund is issued.
• Android: Subscriptions auto-renew via Razorpay recurring payments. Cancel auto-renewal from the Subscription screen in the app. Access continues until the end of the paid period.
• Cancellation stops future charges but does not refund the current billing period.

1.6 App Store (iOS) Refunds

• Refunds for subscriptions and in-app purchases made through the Apple App Store are processed exclusively by Apple, not by PetNimbus.
• To request a refund: visit reportaproblem.apple.com or go to Settings > [Your Name] > Media & Purchases > Purchase History on your device.
• PetNimbus cannot approve, deny, or process Apple IAP refunds.
• Upon a confirmed refund by Apple, PetNimbus may revoke access to the refunded subscription or consumed tokens.

2. B2B2C Service Bookings — Cancellation & Refunds

When you book a service with a local business (vet, grooming, daycare, training, walker, pet cafe, boarding, NGO shelter) through PetNimbus, the following cancellation and refund rules apply. The Deposit paid online at booking consists of: Commission + Platform Fee (₹49 for FREE/BASIC users, ₹0 for PREMIUM users, ₹0 for NGO/Shelter bookings) + 18% GST on the PetNimbus share. The remainder of the service price ("Clinic Balance") is paid directly to the business at the time of service.

2.1 Consumer-Initiated Cancellation

• 24 hours or more before the appointment: Full Deposit auto-refunded via Razorpay. The slot is released for rebooking.
• Less than 24 hours before the appointment: No refund. The Deposit is forfeited to compensate the business for reserved time.
• NGO/Shelter inquiry bookings (no deposit collected): Cancellation is free at any time.

2.2 Business-Initiated Cancellation

• Full Deposit is always refunded to the consumer regardless of timing.
• Consumer is notified via push notification and email.

2.3 No-Show by Consumer

• If you fail to arrive for a CONFIRMED appointment without cancelling, the business may mark the appointment as NO_SHOW.
• Your Deposit is forfeited and no refund is issued.
• If you believe you were wrongly marked NO_SHOW, contact support@petnimbus.com with your appointment ID within 48 hours.

2.4 Refund Scope — IMPORTANT

• PetNimbus refunds ONLY the amount you paid online through the app (the Deposit paid via Razorpay).
• Any amount paid directly to the business at the clinic (cash, UPI, card at counter) is NOT processed through PetNimbus and is NOT refundable through us.
• The Clinic Balance paid at the clinic is subject to the business's own refund policy — contact the business directly.

2.5 Platform Fee Refund

• Platform Fee (₹49 for FREE/BASIC users, ₹0 for PREMIUM users, ₹0 for NGO/Shelter bookings) is refunded along with the Deposit when a valid refund is issued.
• Platform Fee is forfeited along with the Deposit on NO_SHOW or cancellations less than 24 hours before the appointment.

2.6 Rescheduling (FREE)

• You may reschedule a CONFIRMED appointment at any time before 24 hours of the scheduled slot.
• Rescheduling is free — your existing Deposit carries forward to the new appointment time.
• No payment or refund is triggered by rescheduling.

2.7 Boarding Extensions

• If you request an extension to an ongoing boarding stay, the extension is approved by the business and billed directly by the business.
• Extension fees are NOT processed through PetNimbus — the original booking's refund terms do not apply.

2.8 Refund Timeline

• Refund is initiated via Razorpay immediately upon valid cancellation.
• Actual settlement to your bank account depends on Razorpay and your bank (typical range: a few business days to 7 days).
• Refund ID and status visible in your Transaction History in the app.
• If you do not see the refund after 7 business days, contact support@petnimbus.com.

2.9 Service Quality Disputes

• If you are dissatisfied with a service, contact support@petnimbus.com within 48 hours of the appointment with your booking ID and a description of the issue.
• We will mediate between you and the business. Refunds for quality disputes are at PetNimbus's sole discretion based on investigation.
• "I didn't like the service" without a verifiable issue does not qualify for a refund.

2.10 How to Cancel

1. Open "My Appointments" in the app.
2. Select the appointment.
3. Tap "Cancel Appointment" and provide a reason (minimum 5 characters).
4. Refund is processed automatically if eligible per the rules above.

3. NGO Donations — Non-Refundable

All donations to NGO campaigns through PetNimbus are NON-REFUNDABLE. Once a donation has been successfully processed, it cannot be reversed under any circumstance, except:

• Exception — Technical Error (Double Charge): If a donation amount was deducted twice for the exact same transaction ID due to a technical glitch, follow the Double Deduction procedure in Section 6.

Tax Receipts: PetNimbus does NOT issue tax receipts or 80G certificates. Contact the receiving NGO directly for donation receipts per the Indian Income Tax Act.

PetNimbus Commission: 0% commission on NGO donations — the full donation amount is transferred to the NGO.

4. Mating Subscription

Mating subscriptions (₹299/month or ₹699/3 months, excluding GST) are:

• Non-refundable once activated.
• Auto-renewable on both iOS (Apple IAP) and Android (Razorpay recurring). Cancel auto-renewal before the period ends to avoid charges for the next cycle.
• Valid only within the Bangalore launch zone.
• Include access to mating matching + mating-specific features.

Exception: If your pet health certificate fails verification within 7 days of subscription activation, you may request a manual refund via support@petnimbus.com.

5. Referral Program Rewards

Tokens earned through the referral program are subject to the following terms:

• Non-transferable — cannot be transferred to another user.
• Non-convertible to cash or any other form of compensation.
• Non-refundable in any circumstance.
• Lifetime validity — never expire.
• Consumed only after your monthly subscription tokens are exhausted.

Subscription refunds do NOT reverse referral tokens: If your subscription is refunded, referral tokens you earned during that subscription remain in your account.

Abuse Revocation: PetNimbus reserves the right to revoke referral tokens in cases of suspected abuse (fake accounts, self-referrals, chargebacks on referral-driven purchases).

5A. Super Likes — Non-Refundable

Super Likes are a consumable premium feature subject to the following refund rules:

• Subscription-included Super Likes: BASIC 3/week, PREMIUM 5/week. Weekly quota resets every 7 days; unused super likes do NOT carry forward and are not refundable.
• Purchased Super Like Bundles: 3 (₹45), 5 (₹75), 10 (₹149), all excluding 18% GST. Purchased super likes are lifetime (never expire) until consumed.
• Once consumed (used on a profile), super likes are non-refundable.
• Unused purchased super likes remain in your account until used or account deletion.
• Exception — Technical Error: If a super like was deducted but did not register due to a technical error, contact support@petnimbus.com with the timestamp and target profile for investigation. Verified technical errors may result in token restoration (not cash refund).

5B. Reveal Tokens — Non-Refundable

Reveal Tokens are a consumable premium feature used to unblur profiles of users who have liked your pet.

• FREE and BASIC users cannot see who liked them by default; each reveal token unblurs ONE profile. PREMIUM users can see likes without using tokens.
• Bundles: 1 token (₹49), 5 tokens (₹199), 10 tokens (₹349), all excluding 18% GST. Purchased tokens are lifetime until consumed.
• Once a reveal is executed, the token is non-refundable — even if the revealed user later deletes their account, blocks you, or no match occurs.
• Exception — Technical Error: If a reveal was billed but the profile was not unblurred due to a technical error, contact support@petnimbus.com. Verified errors result in token restoration.

5C. Chat Initiation Credits — Non-Refundable

• FREE and BASIC plans: 0 credits — you cannot initiate chats (you must wait for the other user to message first, or upgrade to PREMIUM).
• PREMIUM plan: 5 credits per week.
• Chat Initiation Credits are included as part of the PREMIUM subscription and are NOT sold separately.
• Unused credits do NOT carry forward to the next week.
• Refund of the PREMIUM subscription does NOT include a separate refund for unused chat credits.
• Chat Initiation Credits have no cash value and cannot be transferred, gifted, or converted.

5D. Mystery Card & Daily Bonus Rewards

• Mystery Card rewards have no cash value and are non-refundable, non-transferable, and non-convertible.
• Rewards are granted automatically upon interaction and do not involve a separate purchase.
• If a reward was granted but did not apply to your account due to a technical error, contact support@petnimbus.com.
• PetNimbus reserves the right to modify, pause, or discontinue the Mystery Card feature at any time; any modifications or discontinuations do not entitle users to refunds.

5E. Mating Coupon-Based Purchases

• Coupons are valid for the stated duration and cannot be combined with other offers.
• Each coupon is one-time use per user (unless otherwise stated), non-transferable, and cannot be redeemed as cash.
• If a mating subscription purchased with a coupon is refunded (per Section 4 exceptions), the refund amount is the post-coupon amount actually charged.
• The coupon itself is NOT refunded — it may or may not be restored to your account depending on the coupon type.
• Coupon abuse (e.g., fake account creation to claim coupons) may result in permanent ban and refund denial.

6. Exceptional Circumstances for Refunds

Beyond the cancellation scenarios above, we generally do not offer refunds for digital services. The ONLY exceptions we consider:

• 1. Technical Error (Double Deduction): If a payment amount was deducted twice for the exact same transaction ID due to a technical glitch.
• 2. Platform Error: If PetNimbus incurred a technical error that caused the charge (e.g., charging for a service that could not be delivered due to a platform bug). Requires verification by our engineering team.
• 3. Wrongful NO_SHOW Marking: If a business marks you as NO_SHOW but you were actually present (e.g., business staff error), contact support with evidence.
• 4. Unauthorized Transaction: If you did not authorize the transaction (fraud, compromised account), contact support immediately.

Note: Service failures or bugs (e.g., a feature not loading immediately) will be resolved by our technical team but do not qualify for a monetary refund.

7. How to Request a Refund (Exceptional Cases)

If you experienced a situation covered in Section 6, please follow this strict process:

1. Contact us at support@petnimbus.com with the appropriate subject line:
   • "Double Deduction Claim" (for double charges)
   • "Platform Error Refund Request" (for platform errors)
   • "Wrongful NO_SHOW Claim" (for NO_SHOW disputes)
   • "Unauthorized Transaction" (for fraud)
2. Submit Proof:
   • For double charges — official bank transaction screenshot or statement showing both deductions.
   • For platform errors — screenshots of the error, booking ID, and timestamp.
   • For NO_SHOW — evidence of your presence (location, photos, communication with business).
   • For unauthorized transactions — FIR or bank dispute confirmation.
3. Verification: We will verify your claim with Razorpay and our internal records. Investigation timeline: up to 15 days.
4. Resolution: If verified, the refund will be processed to the original payment method. Timeline depends on Razorpay and your bank (typically a few business days to 7 days).

In exceptional cases, PetNimbus admins may issue manual refunds outside standard policy via this process.

8. Dispute Resolution & Chargebacks

Before filing a chargeback: Please first contact PetNimbus support at support@petnimbus.com. We are committed to resolving billing issues within 15 days per IT Rules 2011 and IT Rules 2021, and most cases can be resolved faster.

• Filing a chargeback with your bank without first contacting PetNimbus support may result in temporary account suspension while we investigate.
• PetNimbus cooperates fully with legitimate chargeback investigations.
• Fraudulent or abusive chargebacks (e.g., filing a chargeback for a service you actually used) may result in permanent account ban and legal action per Indian law.

9. Contact Us

For any refund-related queries:

• Email: support@petnimbus.com
• Grievance Officer: grievance@petnimbus.com
• Company: GOODSHIFT Private Limited
• Registered Address: 302, BLOCK-C, MOTI BHAVAN, NEAR RBI ROAD, SALIMPUR, Patna Collectoriate, Phulwari, Patna – 800001, Bihar

Response times (per IT Rules 2011, IT Rules 2021, and DPDP Act 2023):

• Acknowledgment: Within 24 hours of receipt.
• Resolution: Best effort within 15 days.

10. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Material changes will be communicated via in-app notifications or email. Continued use of PetNimbus after any changes indicates acceptance of the updated policy.

By making a purchase on PetNimbus, you agree to this Refund & Cancellation Policy.