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
Subscription refunds are governed by the money-back guarantee in our Terms — that section is the single source of truth. In short:
- Annual plans: a 14-day money-back guarantee — cancel within 14 days of purchase for a full refund. After 14 days, annual plans are non-refundable.
- Monthly plans: non-refundable — cancel anytime and you keep access through the current paid month, with no proration.
- Plan changes take effect at renewal.
- 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.
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.