Refund & Cancellation Policy

1. Overview

At Toco Pet, we strive to ensure that every pet transaction on our platform is smooth and satisfactory. This Refund & Cancellation Policy outlines the terms under which cancellations, refunds, and returns are processed.

Please read this policy carefully. By using Toco Pet, you agree to the terms described herein. Since pet transactions involve living animals, our policy is designed with the well-being of pets as the highest priority.

2. Cancellation Policy

Before Payment Processing

If you place an order but the payment has not yet been processed, you may cancel the order without any charges. Simply contact the seller or our support team to initiate the cancellation.

After Payment Processing (Before Pet Delivery)

If you wish to cancel an order after payment has been processed but before the pet has been delivered or picked up, please contact us immediately. Cancellation requests are handled on a case-by-case basis and may be subject to:

• A processing fee to cover transaction charges incurred through our payment gateway (Razorpay)
• Any fees incurred by the seller for holding the pet
• The seller's own cancellation policy, which will be communicated at the time of purchase

Cancellation by Seller

If a seller cancels an order after payment has been made, the buyer shall receive a full refund of all amounts paid. The seller's account may be subject to review and potential suspension for repeated cancellations.

3. Refund Policy

Eligibility for Refund

Refunds may be issued in the following circumstances:

• Misrepresentation: If the pet received significantly differs from the listing description (e.g., wrong breed, incorrect age, undisclosed health issues)
• Health Issues: If the pet is found to have a pre-existing health condition that was not disclosed by the seller within a reasonable timeframe (typically 7 days from delivery)
• Seller Cancellation: As described above, if the seller cancels the transaction
• Failed Delivery: If the pet cannot be delivered due to circumstances attributable to the seller

Non-Refundable Situations

Refunds will generally not be issued for:

• Change of mind after the pet has been delivered
• Issues arising from improper care after taking possession of the pet
• Allergies or other personal circumstances of the buyer
• Normal behavioral adjustments expected when a pet moves to a new home

Refund Process

If a refund is approved, the amount will be credited back to the original payment method within 7-14 business days. The exact timeline depends on your bank or payment provider. All refunds are processed through Razorpay in accordance with their policies.

4. Return Policy

Due to the nature of live animal transactions, returns are not generally accepted. However, in exceptional circumstances where the pet's welfare is at risk or there has been significant misrepresentation, we will work with both parties to find a resolution. This may include:

• Facilitating a return of the pet to the seller
• Arranging for veterinary care if a health issue is identified
• Mediating a mutually agreeable solution between buyer and seller

The welfare of the animal is our primary concern, and any return must prioritize the pet's safety and well-being.

5. Dispute Resolution

If you are unsatisfied with a transaction and believe a refund or cancellation is warranted, please follow these steps:

1. Contact the Seller: First, try to resolve the issue directly with the seller through our platform's communication tools.
2. Contact Us: If you cannot reach a resolution with the seller, contact Toco Pet support with details of the transaction and the issue.
3. Mediation: Our team will review the case and mediate a resolution. We may request documentation such as veterinary reports, photographs, or written communication.
4. Escalation: If mediation is unsuccessful, the dispute may be resolved through arbitration as described in our Terms of Service.

6. Chargeback Policy

If you believe a transaction was unauthorized or fraudulent, please contact us immediately. We encourage you to resolve any issues with us before initiating a chargeback with your bank, as chargebacks can result in additional fees and account suspension.

We reserve the right to dispute any chargeback that we believe was initiated in error or bad faith. Users who abuse the chargeback process may have their accounts permanently suspended.

7. Contact Us

If you have any questions about this Refund & Cancellation Policy, need to initiate a refund request, or require assistance with a dispute, please contact us:

• By email: contact@tocopet.com
• By visiting our Contact Page

We aim to respond to all refund and cancellation inquiries within 24-48 hours on business days.