You are eligible for a full refund if:

1. I paid but haven't started my intake yet

If you purchased a consultation but haven't completed the intake questionnaire, and no clinical information about your pet has been submitted and a veterinarian has not begun review, you may request a full refund to your original payment method.

2. I live outside your service area

If you submit a purchase but your residence is in a province where Telepets does not currently operate, we will issue a full refund.

You are eligible for store credit (but not a refund) if:

1. I completed my intake but a clinical decision has not been made

If you submitted your pet's intake questionnaire, but a veterinarian has not made a clinical decision and Telepets cannot proceed for an administrative or service-availability reason, store credit will be provided.

2. I cancelled my subscription after it was authorized

If you enrolled in a subscription plan and the subscription was authorized, but you later cancelled before receiving services, store credit will be provided for the unused portion.

You are not eligible for a refund or store credit if:

1. A veterinarian made a clinical decision on my pet's intake

Once a veterinarian makes a clinical decision on your pet's completed questionnaire, the service is considered fulfilled and no refund or store credit is available. This includes decisions that your pet is ineligible, treatment is declined, an alternative or referral is recommended, or a prescription or lab requisition is issued.

2. I chatted with a veterinarian but my pet wasn't eligible

If you engaged in real-time chat or messaging with a veterinarian and your pet was determined ineligible for treatment, a real-time consultation constitutes a completed service.

3. I disagree with the veterinarian's recommendation

If you disagree with the clinical decision or treatment plan. Examples include:

• A medication was not prescribed
• A different dose or alternative treatment was recommended
• A referral was suggested instead of medication

4. I spoke with a veterinarian but decided it wasn't for me

If you change your mind after the veterinarian makes a clinical decision, no refund or store credit is available.

5. I did not respond to clinician secure mail for 7+ days

If a clinician reviewed your intake on the secure mail pathway and no response is received within 7 days, chat escalation and refund requests are no longer available.

6. I already received my prescription or lab requisition

If a prescription, treatment recommendation, or lab requisition has already been issued.