Refund & Cancellation Policy
Version 1.0 — Effective August 26, 2026
This Refund and Cancellation Policy applies to subscription fees that Providers pay Base509 LLC for PetAppro. It does not govern payments that an End Client makes to a pet-care Provider.
Capitalized terms have the meanings in the PetAppro Provider Terms and incorporated Shared Platform Terms.
1. Two separate payment relationships
Provider subscriptions
Base509 charges Providers for PetAppro subscriptions. This Policy governs those charges.
Booking payments
Booking payments are paid to the applicable Provider through the Provider’s own Stripe Connect Standard account or through an offline method selected by the Provider. Base509 does not hold booking funds and cannot issue a refund from Base509 funds for a Provider’s pet-care service. The Provider’s booking, cancellation, and refund terms govern those payments.
2. How to cancel a PetAppro subscription
A Provider may cancel future renewal at any time:
- Sign in to the PetAppro web portal.
- Open Billing.
- Select Cancel Subscription and confirm.
The cancellation control is available online without a required phone call, chat, retention conversation, or additional obstructive step. A Provider that cannot authenticate online may email support@base509.com. Base509 may verify identity and account authority before processing an offline request.
Base509 sends a retainable confirmation stating the cancellation date and the date paid access ends.
3. Effect of cancellation
Cancellation stops automatic renewal. It does not immediately delete the Provider’s account or data.
- A canceled monthly subscription remains active through the current paid month.
- A canceled annual subscription remains active through the current paid annual term unless the Provider receives a refund under the 14-day money-back guarantee.
- No prorated credit or refund is issued for unused time except under Section 4 or when required by law.
- When paid access ends, the account moves to the applicable free or restricted state under the Terms and current plan limits.
Closing a Provider business is a separate process. Immediate business closure stops future subscription renewal at once, but does not create a subscription refund beyond this Policy or applicable law.
4. Subscription refunds
Subscription refunds are governed authoritatively by the Money-Back Guarantee in the Provider Terms. If this Policy conflicts with that section, the Provider Terms control.
Annual plans
An annual plan includes a 14-day money-back guarantee. If the Provider cancels within 14 calendar days after purchase of the annual plan, Base509 will issue a full refund of that annual-plan purchase.
After the 14-day period, annual-plan charges are non-refundable. The Provider may cancel future renewal and retain access through the paid annual term.
Monthly plans
Monthly-plan charges are non-refundable. The Provider may cancel at any time and retain access through the current paid month. Base509 does not prorate a monthly-plan charge.
Incorrect or unauthorized subscription charges
Contact support@base509.com promptly about a duplicate charge, charge after an effective cancellation, unauthorized charge, incorrect plan charge, or other billing error. Base509 will investigate and issue any refund required by the Terms or applicable law. Reporting an error to Base509 does not waive a non-waivable right concerning unauthorized electronic payments.
5. Upgrades and downgrades
An upgrade takes effect immediately. Base509 charges the prorated upgrade amount when the Provider confirms the upgrade, based on the remaining portion of the current paid billing term, and immediately applies the upgraded entitlements.
A downgrade takes effect at the next renewal. The current plan and entitlements remain active through the end of the paid term. A downgrade does not create a prorated credit or refund.
6. Price changes and renewal notices
Subscription price changes take effect at renewal. Base509 provides a retainable notice of a fee change, including the new fee and cancellation instructions, at least seven days and no more than 30 days before it takes effect.
For annual subscriptions, Base509 sends a renewal reminder at least 15 days and no more than 45 days before renewal. Each notice identifies the subscription, renewal frequency, amount, and online cancellation method.
7. Refund method
Approved subscription refunds are returned to the original payment method unless the payment processor or applicable law requires another method. Base509 initiates the refund promptly after approval. The payment processor, card network, and financial institution control when the credit appears.
Refunds do not include interest, foreign-exchange differences, bank fees, or third-party fees that Base509 did not receive, except where applicable law requires otherwise.
8. Payment disputes and chargebacks
Providers should contact support@base509.com before initiating a chargeback so Base509 can investigate the charge and account history. Base509 may contest a chargeback and provide the processor or bank with subscription, consent, usage, cancellation, communication, and transaction records.
An unwarranted or abusive chargeback may result in account suspension or termination and recovery of the disputed amount, chargeback fees, collection costs, and reasonable enforcement expenses to the extent permitted by law. Submitting a billing inquiry or chargeback does not guarantee a refund or other outcome.
Chargebacks concerning a booking payment are between the End Client, the Provider as merchant of record, Stripe or the applicable payment service, and the issuing bank. Base509 may preserve and provide transaction records where lawfully appropriate, but Base509 does not decide or fund the booking dispute.
9. Contact
Base509 LLC, 1875 Mission Street, Suite 103 #660, San Francisco, California 94103, United States
support@base509.com