refund and cancellation policy

How payment works

• You pay a deposit when you send a booking request, and the rest when the booking ends.
• Payments are processed by Razorpay. We hold the money and pass it to the pet companion only after the booking is complete and a 24 hour window for raising a problem has passed.
• If you start a request but do not finish paying the deposit, the request lapses after 30 minutes. Nothing is charged.

Cancelling before the booking starts

• You or the pet companion can cancel while the booking is requested, confirmed, or waiting to start.
• If a companion declines your request or cancels, that counts as a cancellation too.
• Whoever cancels, any amount you have already paid for that booking is refunded in full, automatically, to the payment method you used. There is no cancellation fee in the app.
• If a payment goes through after the booking was already cancelled, that payment is refunded automatically as well.

Once the booking has started

A booking cannot be cancelled in the app after the service has started. If something went wrong, tell us within 24 hours of the booking ending, while the payment is still held, by emailing contact@vouchtails.com. We look into it, and if we decide in your favour, the booking is cancelled and your payment is refunded through Razorpay.

When the money reaches you

We only show a refund as done once Razorpay confirms it. How long it then takes to appear in your account depends on Razorpay and your bank or card issuer, so we do not promise a number of days here. If a refund has not reached you, email contact@vouchtails.com with your booking details and we will chase it.

Anything else

Rescheduling, partial refunds, a companion who does not turn up, and any case not described above are not set out as fixed rules yet. Email contact@vouchtails.com and we will handle it with you directly.