At VetiQ, we are committed to creating a transparent and trustworthy environment for every client who seeks professional veterinary guidance online. Because all our services are digital, our goal is to make sure every client clearly understands how our refund process works, when refunds may apply, and how quality assurance is maintained. This policy explains all conditions related to digital consultations, payment handling, and refund eligibility.
All services provided by VetiQ — including online veterinary consultations, diagnostic reviews, digital health plans, and personalized reports — are delivered exclusively in electronic format. There are no physical shipments, printed materials, or tangible goods involved in any of our services. Once a consultation takes place or a digital report is issued, the transaction is considered complete. However, to ensure fairness and client satisfaction, several refund options are available depending on the circumstances.
To provide full clarity, please review the following principles carefully:
- Nature of our services: all consultations, diagnostic reviews, and personalized care plans are performed entirely online. Upon completion, clients receive digital files (PDFs, reports, or follow-up notes) through email or a personal account on the VetiQ platform. Once these materials are delivered, they are regarded as final and non-returnable, since the professional expertise has already been rendered.
- Eligibility for refunds: clients may request a refund if they experience verified issues that prevent them from accessing the purchased service, such as a platform malfunction, an incomplete consultation caused by a technical problem on our side, or a duplicate transaction. Refunds may also be considered in cases where a consultation is canceled ahead of time according to the specified notice period.
- Full refund before the consultation: clients are eligible for a 100% refund if they cancel a scheduled consultation at least 24 hours before the appointment time. This ensures our specialists’ schedules are respected and provides flexibility for clients who need to reschedule.
- Partial refund or rescheduling: if a consultation starts but cannot be completed due to unexpected technical issues or interruptions, VetiQ will either reschedule the session free of charge or offer a partial refund, depending on the stage of completion and the professional time already provided.
- Missed consultations without notice: if a client fails to attend a session without prior cancellation or communication, the service is considered delivered and no refund will be issued, as the specialist’s reserved time cannot be reassigned.
- Refunds for duplicate or accidental payments: if a client accidentally completes more than one payment for the same booking or product, the overpaid amount will be refunded in full. Verification may require proof of transaction or confirmation from the payment processor.
- Processing time and method: once a refund is approved, it will be processed using the same payment method that was used for the original transaction. Refunds typically appear within 5–10 business days, depending on the client’s financial institution or payment platform.
- Service satisfaction and quality review: VetiQ strives to maintain the highest standards of professional integrity. If a client believes that the delivered service did not meet the expected standard or scope, they may request a quality review within three (3) days after the consultation. Our quality assurance team will evaluate the concern objectively and may authorize a partial refund, service credit, or complimentary follow-up session, depending on the findings.
- Non-refundable cases: once a consultation has been successfully completed and the professional report or advice has been delivered, refunds are generally not possible, as the service has already been performed by a licensed veterinarian. This aligns with international best practices for digital professional services.
- Platform accessibility: VetiQ ensures continuous access to completed reports and materials through the user’s personal account. If a client temporarily loses access due to technical reasons, support can assist in restoring the files without requiring any additional payment or refund claim.
By using the VetiQ platform and purchasing our services, you acknowledge that these refund conditions exist to balance client protection with professional fairness. Our consultations are conducted by certified veterinary experts whose time, analysis, and recommendations constitute a delivered service once the session or report is complete.
VetiQ is fully dedicated to ethical practice, customer satisfaction, and transparency in every transaction. Our mission is to make professional veterinary expertise available globally — reliably, safely, and fairly. If any concerns arise regarding the quality or delivery of a service, we encourage clients to reach out immediately after completion so that we can assess the case responsibly and resolve it in the most constructive way possible.
By proceeding with your purchase, you agree to this policy as part of our Terms of Service.