Effective: 29 May 2026 · Version: 2.0.0
_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 29 May 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
- Wallet credits are non-refundable to your original payment method,
but unused balance can be used for any future Pond Care service or pharmacy purchase, with no expiry.
- 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.