PawValid Refund & Cancellation Policy

1. Scope of This Policy

This Refund & Cancellation Policy applies to all digital products, regulatory compliance passes, and concierge services purchased on pawvalid.online ("Platform"), operated by PawValid. Payments are processed securely via PCI-DSS Level 1 compliant payment gateways (Razorpay) in British Sterling Pounds (£ GBP).

2. Service Tiers Covered

• Complete Travel Plan / Certified Trip Pass (£19.00 GBP): Immediate digital access to route-specific departure checklists, digital verification pass with QR code, printable vet summary sheets, and deadline reminder notifications.
• Priority Expert Review / Concierge (£59.00 GBP): All Certified Pass features plus dedicated direct review of uploaded documents by a veterinary pet import specialist with a guaranteed 24-hour response SLA via WhatsApp liaison.

3. Eligibility for a Full Refund

You are entitled to a full (100%) refund of your purchase under any of the following conditions:

• Statutory or Algorithmic Inaccuracy: If our system checklist contains a demonstrable factual error or omitted mandatory requirement verified against the destination country's official veterinary authority rules in effect at the time of purchase, and this is brought to our attention before departure.
• Duplicate or Accidental Overpayment: If you were billed more than once for the same trip assessment due to a browser glitch or payment gateway retry, all redundant charges will be refunded immediately in full.
• Technical Delivery Failure: If technical platform faults prevent you from generating, downloading, or viewing your Certified Pass or Dossier, and our engineering team is unable to resolve the issue within 24 hours of notification.
• Concierge SLA Breach: If you purchased Priority Expert Review (£59.00) and our specialist team fails to initiate liaison or review your uploaded records within the guaranteed 24-hour SLA without prior mutual agreement.
• Cancellation Before Concierge Work Commences: If you request cancellation of Priority Expert Review before our specialist has begun auditing your uploaded files.

4. Non-Refundable Circumstances

To maintain the integrity of our verified specialist labor and digital dockets, refunds cannot be granted under the following circumstances:

• Completed Specialist Review: If our veterinary specialist has already conducted the audit, cross-checked your records against official requirements, and delivered personalized recommendations or WhatsApp liaison.
• Traveler or Veterinary Non-Compliance: Refusal of boarding or border entry caused by failure to take your pet to the vet within mandatory clinical windows (e.g. tapeworm treatment outside the 24–120 hour window, rabies vaccine administered after microchip or within the 21-day latency period).
• Third-Party Airline or Government Actions: Last-minute flight cancellations, airline brachycephalic heat-embargoes, geopolitical border closures, or customs strikes outside PawValid's control.
• Change of Mind After Exporting Documents: Requests made more than 14 days after purchase where the digital pass and dossier have already been downloaded and utilized without defect.

5. Cancellation Policy

You may cancel your pending order or request account removal at any time:

• Self-Service / Immediate: If you have not submitted documents for specialist review, email us with your Order ID to request an immediate order cancellation and refund.
• Automated Subscriptions: PawValid does not charge recurring or hidden subscription fees. Every pass purchase is a strictly one-time fee per pet travel itinerary. You will never be billed automatically.

6. How to Request a Refund

Submitting a refund claim is simple and straightforward:

1. Send an email to support@pawvalid.online with the subject line Refund Request - [Your Order ID or Email].
2. Provide your Registered Email Address, Pet Name, and Travel Corridor (e.g. UK to Germany).
3. Briefly describe the reason for your refund request.

Our support team reviews all refund requests within 24 to 48 hours on business days.

7. Processing & Payout Timelines

Once your refund is approved:

• The refund is immediately submitted through our payment processor, Razorpay.
• Funds are returned to your original payment instrument (credit card, debit card, UPI, or net banking).
• Depending on your card issuer or banking institution, the credit will typically reflect on your bank statement within 5 to 7 business days.
• You will receive an automated email confirmation from Razorpay and PawValid containing your refund transaction ARN / reference number.

8. Contact Us

If you have any questions about this Refund & Cancellation Policy or need assistance with an existing order, please get in touch with our billing team: