Refund Policy for APES Pet Care Clinic

Effective Date: 19/06/2025

At APES Pet Care Clinic (“we”, “us”, “our”), customer satisfaction and transparency are important to us. Please review our refund policy carefully. By purchasing products or services from us, you agree to the terms outlined below.

1. Booking Payments
   All bookings and service appointments require full payment at the time of booking. Once a booking is confirmed and payment is processed, it is strictly non-refundable. We do not offer refunds or credits for cancellations, no-shows (“DNA”), or late cancellations. This policy is in place because we allocate resources and reserve time specifically for each booking.

2. Product Purchases
   a. General Refunds: Refunds on products purchased from APES Pet Care Clinic are only available for unopened, unused items returned within 30 days of purchase, with a valid receipt, and in their original packaging.
   b. Non-Refundable Items: Certain products, such as prescription medications, health supplements, or tailored items, may be marked as non-refundable at the point of sale.
   c. Open or Used Products: We cannot provide refunds or exchanges for any animal health and wellbeing products that have been opened, used, or tampered with, due to safety and hygiene reasons.

3. Animal Health and Wellbeing Products
   All health-related products (e.g., medication, food, supplements) are non-refundable once opened or used. If a product is unopened and in its original packaging, a refund may be issued within 30 days of purchase, subject to the above conditions.

4. Services
   Payments for all services, including grooming, consultations, behavioural advice, or wellness checks, are non-refundable once booked and paid. If you need to reschedule or cancel, please refer to our Booking Policy for details, as no refunds are available.

5. Exceptions and Discretionary Refunds
   In exceptional circumstances, and at our sole discretion, we may issue a refund or credit if the product is defective or clearly not as described, and only if returned within the applicable time frame and in accordance with our return procedures.

6. Contact for Refund Inquiries
   For questions regarding refunds or to initiate a return, please contact us at:
   Email: privacy@apes.org.uk

7. Limitation of Liability
   While we strive to provide high-quality products and services, we shall not be liable for any damages, losses, or injuries resulting from the use of products or services, nor for any delays or difficulties in processing refunds.

8. Changes to this Refund Policy
   We reserve the right to modify or update this Refund Policy at any time. Changes will be posted on our website and are effective immediately upon posting. Continued purchases or use of our services after updates signifies your acceptance of the revised policy.

Thank you for choosing APES Pet Care Clinic. We appreciate your understanding and cooperation.