Refund Policy

Fluffypet Care Private Limited Effective Date: April 18, 2026 Last Updated: April 18, 2026

This Refund Policy explains how refunds, cancellations, reversals, and related payment issues are handled on the FluffyPet platform operated by Fluffypet Care Private Limited ("FluffyPet," "we," "us," or "our").

FluffyPet is a digital platform that may enable users to access pet-care-related services, bookings, coordination workflows, and other platform features involving third-party service providers, organizations, and related participants.

By making a payment on FluffyPet, you agree to this Refund Policy.

Refund eligibility depends on the nature of the payment, the status of the booking or service, whether the issue arose from the user, the provider, or the platform, and whether the amount has already been processed by a third-party payment gateway.

FluffyPet does not promise automatic refunds for every payment. Refunds are assessed based on the circumstances of the transaction, fairness, platform records, applicable law, and any specific service terms shown at the time of booking.

All payments made on FluffyPet are processed through third-party payment gateways. FluffyPet does not itself act as the payment gateway and does not store full card or bank payment credentials unless expressly stated otherwise.

Because payment processing is handled by third parties, the actual crediting time for any approved refund may depend on the payment gateway, issuing bank, payment method, and related financial systems.

A refund may be considered in situations such as:

• a payment was successfully charged but the booking or order was not created due to a technical issue
• the same payment was charged more than once for the same transaction
• a provider cancels a booking and no equivalent service is delivered
• a service is marked unavailable after payment and no suitable alternative is accepted by the user
• a payment is made in error due to a verified technical malfunction on the platform
• a refund is required under applicable law
• FluffyPet determines, in its reasonable discretion, that a refund is appropriate in the interests of fairness

Refunds will generally not be available in the following cases:

• you changed your mind after a confirmed booking, unless the cancellation terms for that service allow it
• you failed to attend, join, respond to, or use a booked service
• you entered incorrect information, including wrong contact, pet, appointment, or payment details
• the service has already been fully or substantially delivered
• dissatisfaction is based only on personal preference, without a clear service failure that can be reasonably verified
• delay or failure is caused by factors outside FluffyPet's reasonable control, including network failure, bank delay, user unavailability, force majeure events, or third-party service outages
• the payment dispute is fraudulent, abusive, or unsupported by transaction records

5.1 Cancellation by User

If you cancel a booking, refund eligibility will depend on:

• how close to the scheduled service time the cancellation was made
• whether the provider had already reserved time, resources, or effort
• whether the service had already started or been prepared for
• the cancellation terms displayed for that booking or category of service

In some cases, a full refund may be allowed. In other cases, a partial refund or no refund may apply.

5.2 Cancellation by Provider

If a provider cancels a confirmed booking and no replacement or rescheduled service acceptable to you is offered, you may be eligible for a full or partial refund, depending on the nature of the service and any portion already delivered.

5.3 Cancellation by FluffyPet

If FluffyPet cancels or voids a transaction due to technical error, suspected fraud, policy violation, legal reasons, or safety concerns, we may:

• issue a refund
• hold the transaction temporarily for review
• decline the refund if the records show abuse, misuse, or breach of policy

If you believe you were charged more than once for the same transaction, contact us promptly at hello@fluffypet.care with the payment reference and transaction details.

Verified duplicate payments may be refunded after internal review.

If an amount is debited from your account but the booking, order, or payment confirmation does not appear on FluffyPet, the transaction may be in a pending or failed state.

In such cases:

• you should first allow reasonable time for the payment system to update
• some failed transactions may be automatically reversed by the payment gateway or your bank
• if the amount is not reversed within a reasonable period, you should contact us with transaction details

FluffyPet may assist in verifying the status, but the final credit timeline may depend on the payment gateway and the bank.

In some cases, only a partial refund may be issued, including where:

• part of the service was already delivered
• administrative or coordination costs were already incurred
• a provider's cancellation policy permits only partial refund
• the issue affects only a portion of the booking or transaction
• platform records show that resources were already committed before cancellation

Unless otherwise stated, the following may be treated as non-refundable in appropriate cases:

• convenience fees
• booking commitment fees
• platform fees already consumed in facilitating a completed or substantially progressed transaction
• taxes or charges already remitted where non-recoverable
• charges associated with late cancellation or no-show events, where disclosed or reasonably applicable

To request a refund, email hello@fluffypet.care with:

• your full name
• registered email or phone number
• transaction reference ID
• booking, order, or service details
• reason for the refund request
• any relevant screenshots or supporting documents

We may request additional information where needed to verify the claim.

Refund requests are reviewed on a case-by-case basis. We aim to review genuine requests within a reasonable period, but the exact time may vary depending on:

• the complexity of the issue
• provider input, where relevant
• payment gateway confirmation
• fraud or abuse review
• legal or compliance checks

Our decision on refund eligibility will be based on available records, platform logs, transaction data, and applicable terms.

Approved refunds will generally be processed back to the original payment source, wherever feasible.

If that is not possible, FluffyPet may determine an alternative lawful refund method.

We do not guarantee the exact date on which the refunded amount will reflect in your account, because processing timelines may depend on third-party payment systems and banking channels.

If you raise a chargeback or payment dispute directly with your bank or payment provider, FluffyPet may suspend or limit related platform benefits, bookings, or account actions until the dispute is resolved.

We reserve the right to contest chargebacks that appear fraudulent, abusive, or inconsistent with platform records.

FluffyPet reserves the right to refuse refunds, reverse benefits, suspend accounts, or take other action if we reasonably believe that a refund request involves:

• fraud
• abuse of refund rights
• repeated bad-faith cancellations
• false claims
• manipulated records
• unauthorized payment activity
• misuse of platform policies

If your complaint is about the quality of a third-party service, FluffyPet may review the matter and may, at its discretion:

• facilitate communication
• seek clarification from the provider
• provide account credit, partial refund, or another resolution if appropriate
• decline a refund where the issue is subjective, unsupported, or outside FluffyPet's control

FluffyPet does not guarantee refunds for every dissatisfaction claim involving third-party services.

If FluffyPet issues any promotional credits, offers, coupons, or goodwill amounts:

• such credits may be non-transferable
• such credits may be non-refundable
• such credits may carry expiry conditions
• such credits may be revoked in case of misuse, fraud, or account violation

This Refund Policy is intended to operate in conjunction with applicable Indian law. India's Consumer Protection framework covers e-commerce entities and services sold over digital or electronic networks.

Nothing in this Refund Policy limits any non-waivable consumer rights that may apply under law.

We may update this Refund Policy from time to time to reflect operational, legal, commercial, or platform changes. The updated version will be posted with a revised "Last Updated" date.

This Refund Policy shall be governed by the laws of India.

Any dispute arising out of or relating to this Refund Policy shall be subject to the exclusive jurisdiction of the courts at Ranchi, Jharkhand.

For refund-related requests or payment concerns, contact:

Fluffypet Care Private Limited Email: hello@fluffypet.care Phone: 9264443533