1 Overview

This Refund Policy explains when paid VetDose subscriptions are eligible for a refund, how to ask for one, and how long it takes to receive. It applies to the Pro and Team plans, both billed yearly.

This policy is part of our Terms of Service; in case of conflict between the two, the Terms of Service prevail.

2 Free trial first

Every new account starts with a 1-week free trial at Pro feature level. No payment method is required to begin the trial. You will not be charged unless you actively choose a plan and complete checkout.

The free trial means you have full visibility of the calculator, VetDDX, the prescription builder and the account dashboard before you spend a cent. Please use the trial to make sure VetDose fits your workflow.

3 14-day money-back guarantee

If you subscribe to Pro or Team and decide within 14 days of your first payment that VetDose is not for you, we'll refund the full amount, no questions asked.

The 14-day window starts from the date of your first paid charge (not the start of the free trial). To qualify:

• The refund request must reach us within 14 calendar days of the charge date
• The request must come from the email address registered on the account
• The account must not have been suspended for a breach of the Terms of Service

4 Auto-renewals

Subscriptions auto-renew yearly. We email you a renewal reminder before the charge.

If a renewal charge is taken and you wish to cancel, we will refund the renewal charge in full provided you contact us within 14 days of the renewal date, you have not used any paid feature since the renewal (light incidental use is fine — opening the dashboard, browsing a monograph), and the account is in good standing. Cancelling before the renewal date avoids the charge entirely; we recommend doing that whenever possible.

5 Pro-rated refunds

Outside the 14-day window we do not normally pro-rate the remainder of a yearly subscription. Two exceptions where we will pro-rate at our discretion:

• Documented technical fault — if a defect on our side blocks you from using a core paid feature (calculator, VetDDX, prescription builder, branded PDFs) for more than 7 consecutive days and we cannot fix it after a reasonable attempt
• Service discontinued by us — if we shut down a feature you specifically paid for, or shut the Service down entirely, before your billing cycle ends

6 Team plan refunds

For Team-plan refunds during the 14-day window, the full subscription is refunded — we don't pro-rate by seat count or partial use.

Adding or removing individual team members during an active subscription does not change the price (Team is a flat plan of up to 10 seats) and does not entitle you to a partial refund.

7 EU / UK consumer rights

If you are a consumer based in the European Union or the United Kingdom, you have a statutory right to withdraw from the contract within 14 days of subscribing, without giving a reason.

By starting to use the paid Service during the trial / cooling-off period you expressly consent to immediate performance and acknowledge that, where the service has been fully performed, your right of withdrawal may be lost. The 14-day money-back guarantee above is offered in addition to any statutory right and is intended to be at least as generous.

8 What's not refundable

• Any subscription period that started more than 14 days before the refund request, except for the cases listed under Pro-rated refunds
• Accounts suspended or terminated for breach of the Terms of Service (including credential sharing, scraping, or abuse)
• Taxes and currency-conversion fees collected by the payment provider on behalf of authorities — these are paid to third parties, and we cannot return what we did not keep
• Any add-ons or one-off purchases marked “non-refundable” at the point of sale

9 How to request a refund

Email us at [email protected] from the address registered on the account, with:

• The email address on the account
• The date you were charged (or the invoice / receipt number from the payment provider)
• A short note about why you're asking — this is not used to gate the refund inside the 14-day window, but it helps us improve

We'll acknowledge within 2 business days and process eligible refunds promptly.

10 When you'll get paid back

Approved refunds are issued to the original payment method via our payment provider. Typical timing:

• Credit / debit card — 3 to 10 business days, depending on your bank
• PayPal — usually within 1 business day
• Bank transfer / local methods — up to 14 business days

You will receive a confirmation email from the payment provider when the refund is issued.

11 Disputes & chargebacks

If you believe a charge is wrong, please email us first — almost every billing question is resolved faster by writing to support than by filing a chargeback. A chargeback raised before you've contacted us will result in the account being suspended pending resolution.

12 Contact us

Need a refund or have a billing question? We'd rather hear from you than have you wonder.