Refund Policy

Overview

PetCare AI is operated by PetCare AI Pty Ltd (ABN 20 697 272 647 · ACN 697 272 647), an Australian proprietary limited company (Sydney, Australia). All billing, refund, and cancellation obligations described in this policy are those of PetCare AI Pty Ltd as a separate legal entity; no director, officer, shareholder, employee, or contractor of PetCare AI Pty Ltd is personally party to any refund obligation.

PetCare AI offers a free tier and a paid Pro subscription, billed either monthly or yearly depending on the plan chosen at checkout. This policy explains when refunds are available and how to request one. Nothing in this policy limits any rights you may have under applicable consumer protection law in your jurisdiction (including Australia, the United Kingdom, the European Union, Canada, and the United States).

Free trial and free tier

PetCare AI offers a free tier with no credit card required. We encourage all users to try the free tier before subscribing to Pro. Because the free tier is available indefinitely, we do not offer refunds on the basis that a user was unaware of the product's capabilities before subscribing.

Cancellations

You may cancel your Pro subscription at any time through your Account page. Cancellation takes effect at the end of your current billing period — you retain access to Pro features until then. We do not charge cancellation fees.

Refunds for partial billing periods

As a general rule, we do not provide refunds for partial billing periods when you cancel mid-cycle. Your subscription remains active until the end of the period you have already paid for.

Yearly subscriptions — 14-day refund window: If you purchase a yearly Pro subscription, you may request a full refund within 14 days of the initial charge, provided you have not made substantial use of Pro features during that period (as a guideline, more than three Pro triage sessions or photo analyses). After the 14-day window, or after substantial use, the yearly plan is non-refundable for partial periods under the rule above. You may still cancel at any time to stop automatic renewal at the end of the current term. This good-will window applies in addition to any statutory cancellation rights set out below.

Exceptions — when we will issue a refund

We will issue a full or pro-rata refund in the following circumstances:

• Billing error: You were charged incorrectly (e.g. charged twice, charged after cancellation).
• Service unavailability: The Service was materially unavailable for an extended period during your billing cycle due to issues on our end.
• Unauthorised charge: You did not authorise the subscription and contact us within 14 days of the charge.
• Statutory rights (Australia): Under the Australian Consumer Law (ACL), you may be entitled to a remedy if the Service fails to meet a consumer guarantee. If the Service has a major failure, you are entitled to choose a refund or replacement. If the failure is minor, we will remedy it within a reasonable time.
• Statutory rights (United Kingdom): Under the Consumer Rights Act 2015, if the Service does not meet the standard described, you may be entitled to a repair, repeat performance, or partial or full refund.
• Statutory rights (United Kingdom — Consumer Contracts Regulations 2013): You have a 14-day right to cancel a digital subscription from the date of purchase. This right is lost once you have begun using the digital service and you have expressly consented to immediate access. If you subscribed but have not yet used any Pro features, contact us within 14 days and we will issue a full refund.
• Statutory rights (European Union — Consumer Rights Directive 2011/83/EU): You have a 14-day right of withdrawal from the date of purchase. By subscribing and requesting immediate access to Pro features, you expressly consent to performance beginning during the withdrawal period and lose the right of withdrawal once the service has been fully supplied. If you subscribed but have not yet used any Pro features, contact us within 14 days and we will issue a full refund.
• Statutory rights (Canada): Provincial consumer protection legislation may entitle you to cancel a distance or internet contract within a specified cooling-off period (e.g. 10 days in Ontario under s.95 of the Consumer Protection Act; 7 days in British Columbia under the Business Practices and Consumer Protection Act; 10 days in Quebec under the Consumer Protection Act). Where such a right applies, contact us within the applicable period and we will issue a full refund. Payment processing and currency-conversion fees charged by your card issuer are not refundable by us.
• Statutory rights (United States): Refund rights vary by state. We will honour any applicable statutory requirements in your jurisdiction.
• Statutory rights (other jurisdictions): If you reside in a country or region not listed above that provides a mandatory cooling-off, withdrawal, or refund right for digital subscriptions under local consumer protection law, we will honour it. Contact us via the contact page with your location and we will process your request in accordance with the applicable statutory period.

How to request a refund

To request a refund, contact us via the contact page within 30 days of the charge you are disputing. Please include your account email address and a description of the issue. We aim to respond within 3 business days.

Approved refunds are processed via Stripe and typically appear on your original payment method within 5–10 business days, depending on your bank.

Chargebacks

If you initiate a chargeback with your bank or card provider without first contacting us, we reserve the right to suspend your account pending resolution. We encourage you to contact us first — we are committed to resolving disputes fairly and quickly.

Changes to this policy

We may update this policy from time to time. Material changes will be communicated to active subscribers by email at least 14 days before they take effect.

Contact

For refund requests or billing questions, please contact us via the contact page.