Effective: 17 October 2026 · Version: 2.3.0
_This document is a template prepared by Pond Care's product team. For binding clauses please consult your counsel. We will publish a counsel-reviewed version no later than 90 days after 17 October 2026._
1. Subscriptions
- Within 7 days of a fresh purchase: 100% refund minus payment
gateway charges (typically 2%).
- After 7 days but within 30 days: pro-rata refund of the unused
period.
- After 30 days: no refund, but you can stop auto-renewal from
Profile → Subscriptions.
2. Pond Pharmacy orders
- Wrong / damaged / expired product: full refund or replacement
within 48 hours of delivery (raise via in-app Order → Report).
- Buyer remorse / not-needed: refundable if unopened, within **24
hours** of delivery; return shipping is the buyer's responsibility.
- COD orders: cash refund handled by the Delivery Agent on pickup,
or bank transfer within 7 working days.
3. Lab tests + FC visits + Pond Manager services
- Service not delivered (clinic/FC/PM didn't show up): 100% refund.
- Service delivered but report is delayed beyond the stated TAT by
more than 48 hours: 25% refund credit.
- Service delivered and report submitted: no refund (you are paying
for the diagnostic work, not a particular outcome).
4. Wallet top-ups (closed-loop prepaid balance)
- The wallet is a closed-loop prepaid balance with no cash-out.
Top-ups are non-refundable to your original payment method and cannot be withdrawn to a bank account. Unused balance can be used for any future Pond Care service (FC visit, Pond Clinic, lab, vet review, subscriptions, training) or held as your COD deposit, with no expiry. It cannot be used for Pond Pharmacy products, hatchery seed or trade-credit repayment.
- Account closure only: if you close your Pond Care account, any
remaining wallet balance (excluding amounts locked against open COD orders) is refunded within 7 working days to a verified Indian bank account in your name, on request to refund@pondcarevet.com.
- Harvest Marketplace proceeds are never credited to the wallet.
They are paid by NEFT to your registered bank account after buyer QC sign-off; the UTR is shown in the app and sent by SMS.
- If our backend fails to credit a wallet after a successful Razorpay
capture, the Super Admin manual rescue endpoint will credit it within 24 hours of being notified. Email akbar@pondcarevet.com with the Razorpay payment_id.
5. How to request
- In-app: Profile → Billing → tap an invoice → Request Refund.
- Email: refund@pondcarevet.com with the invoice number.
- WhatsApp: +91 90009 48599 with the invoice number.
6. Processing time
- Razorpay refunds: 5–7 working days to your original payment
method.
- Bank transfer refunds: 7 working days to a verified Indian bank
account.
7. Disputes
Unresolved refund disputes escalate to Pond Care's Grievance Cell (grievance@pondcarevet.com) within 30 days. After that, jurisdiction is the courts of Nellore, Andhra Pradesh.