Telepets Refund & Credit Policy

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.

3. Telepets cannot treat my pet online

If we cannot treat your pet online, no consultation takes place and we issue a full refund of the consultation fee to your original payment method. You are told the outcome by secure message.

Note: If the consultation was paid through a subscription rather than a one-time charge, there is no charge to reverse. We review these by hand and contact you to arrange the equivalent credit.

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 took my pet's case and made a treatment decision

Once a veterinarian accepts your pet's case and makes a clinical decision, the service is considered fulfilled and no refund or store credit is available. This includes a decision that a medication is not suitable for your pet, that an alternative or a referral is recommended, or that a prescription or lab requisition is issued.

This is different from the refund above. There, no veterinarian treats your pet, because the case is not appropriate for online care. Here, a veterinarian reviews your pet and reaches a clinical decision, which is the service you paid for.

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.