Vetobase AI · Legal

Complaints Policy

Last updated: 10 October 2026

We want every customer to be happy with Vetobase AI. If something is not right, about the service, your account or a payment, this page explains how to tell us and how quickly we will resolve it. Vetobase AI is provided by Vetobase (SMC-Private) Limited.

1. How to make a complaint

Email: support@vetobase.com with the subject "Complaint".
Phone or WhatsApp: +92 312 4012324.
Contact form: the form in the Contact section of our website.

Please include the email address on your account or your workspace name, what happened and when, and any payment reference or invoice number if the complaint is about a charge.

2. What happens next, and how long it takes

Acknowledgement: we confirm that we have received your complaint within 1 business day.
Investigation: we look into it and reply with our findings, or a clear plan, within 3 business days.
Resolution: we aim to resolve every complaint within 7 business days of receiving it. If a complaint needs longer, for example because a third-party platform is involved, we tell you why and keep you updated.
Refunds: if a complaint results in a refund, it is processed under our Cancellation, Return & Refund Policy and reaches your original payment method within 5–10 business days, depending on your bank.

Business days are Monday to Friday, excluding public holidays in Pakistan.

3. Escalation

If you are not satisfied with our answer, reply and ask for your complaint to be escalated. It will be reviewed by our Chief Executive, who will send you a final written response within 5 business days.

4. Payment disputes

If you believe you were charged incorrectly, please contact us first so we can correct it quickly. This does not affect your right to raise a dispute with your bank or card issuer.

5. Contact us

Vetobase (SMC-Private) Limited
1032 Ravi Block, Allama Iqbal Town, Lahore 54000, Punjab, Pakistan
Email: support@vetobase.com
Phone & WhatsApp: +92 312 4012324