Cancellation & Refund Policy

If you cancel

• More than 2 hours before the appointment starts — full refund, and the slot goes back on the vet's calendar.
• Less than 2 hours before — 50% is retained as a late-cancellation fee; 50% is refunded.
• No-show — if you do not join within 15 minutes of the start time and do not message the vet, the consult is treated as delivered and no refund is due.

If the vet cancels

You are refunded in full, whenever it happens, and you can rebook with any available vet. If a vet fails to join, message us and we will refund the consult.

Technical failures

If the video call cannot be established and the consult cannot be completed over chat either, the consult is refunded in full. Poor connectivity on either side that still allowed a chat consult is not refundable.

How refunds are paid

Refunds go back to the original payment method. Mobile wallet refunds typically land within 1–3 working days; card refunds can take up to 10 working days depending on your bank. For pay-at-consult bookings, no money is captured up front, so nothing is refunded — the booking is simply released.

Disputes

If you are unhappy with a consult, raise it within 7 days at support@pawpoint.pk with the appointment details. We review the consult record and decide within 5 working days. Full terms are in the Terms of Service.