Refund Policy
THE SHORT VERSION
If PetAppro charged you for something you didn't want or use, email us and we'll make it right. We're not interested in keeping money we didn't earn.
1. TWO KINDS OF MONEY — ONLY ONE IS OURS
- Your PetAppro subscription — paid to Base509 LLC. This page covers that.
- A booking payment — a client paying a provider. That money goes directly to the provider's own Stripe account; we never touch it and take no cut. Refunds for a booking are the provider's decision under the provider's refund policy. Ask your provider. We can't refund money we never received.
2. SUBSCRIPTION REFUNDS
- Free trial: cancel before it ends and you're never charged — nothing to refund.
- Charged by mistake? Email us. If you were double-billed, charged after cancelling, or charged for a plan you didn't choose — we refund it in full. No argument.
- Forgot to cancel and just got billed? Email us within 30 days and we'll refund the term if you haven't meaningfully used it. We'd rather refund you than have you resent us.
- Cancelled mid-term: you keep access through the end of the term you paid for; we don't prorate a refund for the unused part by default.
- Annual plans: cancel an annual plan within the first 30 days and we'll refund the unused portion on request.
3. HOW TO ASK
Email support@base509.com with the account email and roughly what happened. We'll reply within 2 business days. Refunds go back to the original payment method; your bank takes 5–10 days after we send it.
4. CHARGEBACKS
If something's wrong, please just ask us first — it's faster than a chargeback and we'll almost certainly say yes.