Cancellation & Refund Policy

1. Appointment Cancellation

We understand that plans change. If you need to cancel your veterinary appointment, please do so as early as possible to allow other pet owners to take the slot.

• More than 24 hours before: Full refund (100%) of any payment made. No cancellation fee.
• Within 24 hours of the appointment: 80% refund of the payment made. A 20% cancellation fee applies.
• No-show: No refund will be issued for missed appointments without prior cancellation.

2. How to Cancel

You can cancel an appointment through the Vetwoop app or website by navigating to your appointment details and selecting “Cancel Appointment.” You may also contact the clinic directly using the contact information provided in your appointment confirmation.

Cancellations are effective immediately. You will receive an in-app notification and SMS confirming the cancellation and refund status.

3. Rescheduling

You can reschedule your appointment free of charge if you do so more than 24 hours before the scheduled time. Simply go to your appointment details and select “Reschedule.”

Within 24 hours of the appointment, rescheduling is not available. You will need to cancel (with the applicable refund percentage) and book a new appointment.

You will receive an in-app notification and SMS confirming the new appointment time.

4. Refund Processing

Approved refunds are processed back to the original payment method:

• Paystack (Card/MoMo): Refunds are typically processed within 3–5 business days.
• Moolre (USSD/MoMo): Refunds are processed manually within 3–5 business days.
• PayPal: Refunds are typically processed within 1–3 business days.

The exact timing depends on your bank or payment provider. Vetwoop is not responsible for delays caused by your financial institution.

5. Clinic-Initiated Cancellations

If a clinic needs to cancel your appointment (e.g. due to vet unavailability, emergency, or force majeure), you will receive a full refund (100%) of any payment made, regardless of timing. You will be notified immediately via in-app notification and SMS.

6. Subscription Cancellation (Clinics)

Clinic subscriptions on Vetwoop are billed monthly. If you wish to cancel your subscription:

• You can cancel at any time from your clinic dashboard under Billing settings.
• Your subscription remains active until the end of the current billing period.
• Future billing cycles are stopped: you will not be charged for the next month.
• No partial refunds are issued for unused days within a billing cycle.
• After cancellation, your clinic listing is paused and booking limits revert to the Free plan.

7. Verification Fee

The clinic verification fee is a one-time charge for reviewing and verifying your clinic’s credentials. This fee is non-refundable once the verification process has begun, regardless of the outcome.

8. Marketplace Order Cancellation

Marketplace orders can be cancelled under the following conditions:

• Before shipment: Full refund if cancelled before the vendor has shipped the order.
• After shipment, before delivery: Refund is at the vendor's discretion. Contact the vendor directly.
• After delivery: Returns are handled on a case-by-case basis. Contact the vendor within 7 days of delivery if there is an issue with the product.
• Damaged or incorrect items: Contact the vendor immediately with photos. Vetwoop may assist in resolving disputes.

9. Emergency Situations

In cases of genuine emergencies (e.g. your pet requires urgent care and you cannot make a scheduled appointment), please contact us as soon as possible. We will work with you and the clinic to arrange a refund or rescheduling on a case-by-case basis.

10. Contact Us

If you have any questions about our cancellation and refund policy, please contact us at support@vetwoop.com.