Refund & Cancellation Policy

1. Introduction

At MoveMyPet, we understand that plans can change. We have designed our refund and cancellation policy to be fair, transparent, and straightforward. This policy applies to all domestic pet relocation services booked through our website movemypet.in or directly with our team.

By booking our services, you agree to the terms outlined in this policy. Please read it carefully before confirming your booking.

2. Cancellation by Customer

You may cancel your booking at any time. The refund amount depends on how far in advance you cancel, as outlined below:

* Refund percentages are based on the total amount paid at the time of booking.

3. Cancellation by MoveMyPet

We strive to honour every booking. However, in rare circumstances, we may need to cancel your booking. These include:

• Health Concerns: If our veterinarian determines that your pet is unfit for travel (e.g., due to illness, injury, or stress), we will cancel the booking for the safety of your pet.
• Incomplete Documentation: If you fail to provide required documents (vaccination records, health certificates, permits) within the specified timeframe.
• Force Majeure: Unforeseen events such as natural disasters, extreme weather, government restrictions, or civil unrest that prevent safe transport.
• Safety Issues: If we identify that the transport route or vehicle is unsafe for your pet.

In such cases, you will be offered:

• A full refund of all amounts paid, or
• The option to reschedule the booking to a later date (subject to availability).

4. Refund Processing

Refunds are processed as follows:

• Method: Refunds are issued via the original payment method used (e.g., credit card, debit card, UPI, bank transfer).
• Timeframe: Refunds are processed within 7–10 business days from the date of cancellation approval.
• Confirmation: You will receive a confirmation email once the refund has been initiated.
• Bank Processing Times: Please note that your bank may take additional time to reflect the refund in your account (typically 2–5 business days).

If you have not received your refund within the stated timeframe, please contact your bank first, then reach out to us for assistance.

5. Non‑Refundable Items

The following items are non‑refundable:

• Third‑Party Fees: Any fees paid to third parties (e.g., veterinary services, crate purchases, permit fees, customs charges) are non‑refundable once they have been incurred.
• Service Fees: Our service fee (if applicable) is non‑refundable once the booking has been confirmed.
• Deposits: Advance deposits paid to secure a booking are non‑refundable if the cancellation is made within 48 hours of pickup.

6. Rescheduling

If you need to change your travel dates, you may reschedule your booking at no additional charge, subject to availability. Please notify us at least 48 hours in advance to reschedule without penalty.

• Rescheduling within 48 hours: A rescheduling fee of ₹1,000 may apply.
• Rescheduling on the day of pickup: Treated as a cancellation (see Section 2).

7. Partial Refunds

In some cases, partial refunds may be applicable:

• Route Changes: If the pickup or delivery location changes significantly, resulting in a shorter distance or reduced service, we will adjust the final cost and refund the difference.
• Service Reduction: If you opt to reduce the scope of services after booking (e.g., dropping add‑on services), we will refund the difference based on the original quote.

8. How to Request a Cancellation or Refund

To cancel your booking or request a refund, please follow these steps:

1. Contact our support team via:
   • Email: care@movemypet.in
   • Phone: +91 92899 48133
   • WhatsApp: +91 92899 48133
2. Provide your booking reference number and the reason for cancellation.
3. Our team will process your request and confirm the refund amount (if applicable).
4. Refunds are processed within 7–10 business days as per the terms above.

9. Exceptions

In exceptional circumstances, we may offer a full or partial refund at our discretion. These include:

• Medical Emergency: If you or your pet experience a medical emergency that prevents travel.
• Serious Illness: If your pet falls seriously ill before travel (with a valid veterinary certificate).
• Bereavement: In the event of a death in the immediate family.

In such cases, please provide supporting documentation (e.g., medical certificates, hospital records) when you submit your cancellation request.

10. Contact Us

If you have any questions about this Refund and Cancellation Policy, please reach out to us: