Refund, Return & Cancellation Policy

Version 1.0 · Effective 17 September 2026

Petba is an online marketplace. Products and services are sold by independent sellers and service providers, whose name and address are shown on each product and service page. Petba handles cancellations, refunds and complaints for every purchase made on the Petba website or app, whoever the seller is.

1. No cancellation charges

Petba does not charge any fee to cancel an order or an appointment. If a cancellation charge is ever introduced, it will be shown clearly before you pay, and it will apply in the same way when a seller or provider cancels on you.

2. Cancelling an order

  • You can cancel a whole order, or a single item in it, while its status is Pending or Processing (before it is shipped), from My Orders in the app or by raising a complaint.
  • Once an order has been shipped it can no longer be cancelled, but you can refuse the delivery or return the item under section 4.
  • If a seller cannot fulfil your order, it is cancelled and fully refunded.

3. Cancelling an appointment

  • You can cancel a booking for grooming, veterinary, training, boarding or other pet services while it is Pending, Confirmed or Rescheduled, from My Appointments on the website or in the app.
  • If the provider declines or cancels your booking, any amount you paid online is refunded in full.
  • Where a booking needs part of the price paid online (a booking fee), the booking page shows how much you pay now and how much you pay at the centre before you confirm.

4. Returns

You can ask to return a product within 7 days of delivery if it is:

  • damaged or defective;
  • not the item you ordered (wrong product, size, flavour or quantity), or has missing parts;
  • expired, or past its best-before date on delivery.

Opened food, treats, supplements, medicines and hygiene items cannot be returned for change of mind, but they can always be returned if they were damaged, wrong or expired on delivery.

How to return: raise a complaint (category Order or Product) from [[petba:complaint_link]] or the app’s Help & Support screen within 7 days of delivery, describing the problem. We may ask you to email photos of the item and its packaging. We arrange a pickup or tell you how to send it back, at no cost to you. Once the return is accepted you can choose a replacement (if available) or a refund.

5. Refunds

  • Online payments (card, UPI, net banking, wallet) are always refunded to the original payment method. Refunds for cancellations start automatically; refunds for accepted returns start when the return is accepted.
  • The refund reaches your account within 7 working days of being started. Your bank or card issuer may take a little longer to show it; the refund reference is shown with your order or appointment.
  • Cash on delivery orders: nothing is charged when you cancel. For a returned cash-on-delivery item we refund to a bank account or UPI ID you give us.
  • Failed payments: if money was taken but no order or booking was created, the payment is reversed automatically within the Reserve Bank of India’s time limits (for example, T+1 working day for UPI and T+5 for cards). If it has not reached you by then, raise a complaint and we will chase it.

6. Donations

Donations are voluntary. If you donated by mistake, raise a complaint within 7 days and we will refund it to the original payment method.

7. Help and complaints

For any problem with a cancellation, return or refund, raise a complaint from [[petba:complaint_link]]. You get a ticket number straight away; we acknowledge it within 48 hours and resolve it within one month. See our Grievance Redressal page for the Grievance Officer’s details.