Because your pet care provider is the one providing the services and receiving payment for them, you'll want to start by reaching out to them directly. They'll let you know what options are available for your situation, which may include a credit toward future services or a refund.
Option 1: Receive a credit toward future services
If you and your pet care provider decide that a credit is the right option, they'll add it to your account. Credits are automatically applied to future invoices, so you don't have to wait 5-10 business days for money to return to your bank account. For many pet parents, this is the quickest and easiest option.
Option 2: Receive a refund
If you and your pet care provider decide that a refund is the right option, your provider will authorize the refund, and PetPocketbook will process it on their behalf.
Once we've initiated the refund, it will immediately appear in both your and your pet care provider's PetPocketbook accounts. Depending on your bank or credit card issuer, it can take 5-10 business days for the refund to appear on your statement.
Is the service fee refundable?
If your refund is approved, we'll refund the amount paid toward your pet care services. PetPocketbook's service fee is non-refundable because it helps cover the payment processing costs we incur when your payment is completed, and those costs aren't returned to us when a payment is refunded.