Vetobase AI · Legal

Cancellation, Return & Refund Policy

Last updated: 10 October 2026

This policy explains how Vetobase AI is delivered, how to cancel, and how returns and refunds work for subscriptions provided by Vetobase (SMC-Private) Limited ("Vetobase AI", "we", "us").

1. What you are buying

Vetobase AI is a software service (SaaS), sold as a monthly subscription: currently PKR 27,000 per month per workspace (US$100 per month when billed in US dollars), as shown on our pricing section.
Your subscription renews automatically at the start of each billing period until you cancel.
Card payments are processed securely by our payment gateway partner. We never see or store your full card details.
If you subscribe through the Shopify App Store, the plan is billed on your Shopify invoice and the same refund terms apply.

2. Service delivery (no shipping)

Vetobase AI is delivered online. Nothing physical is shipped, either within Pakistan or internationally, and there are no shipping or delivery charges.
After your payment is confirmed, we set up your workspace and email your login details within 1 business day. You then use the service at app.vetobase.com from anywhere.
Connecting your own channels (for example your WhatsApp Business number, Instagram or Shopify store) is done inside the app. We help you with it, usually within 1–2 business days, subject to approval by those platforms.

3. Cancelling before your workspace is delivered

If you cancel before your workspace has been set up and your login sent, we refund your payment in full.

4. Cancelling a subscription

You can cancel at any time from your account or by emailing us.
Cancellation stops future charges. You keep full access until the end of the billing period you have already paid for.
We do not provide partial refunds for unused days in a billing period, except under section 6 or where required by law.

5. Returns and exchanges

Because Vetobase AI is a digital service, there is nothing to return or exchange. If the service does not meet your expectations, you are covered by the 14-day refund in section 6. When you cancel, you can export your data first, and we delete it as described in our Privacy Policy.

6. 14-day refund on your first payment

If you are not satisfied with the service, you may request a full refund of your first subscription payment within 14 days of that payment. We refund the full amount to your original payment method, no questions asked.

7. Renewals

Renewal payments (the second month onward) are non‑refundable, except where required by law.
If you were charged for a renewal you did not intend, contact us within 7 days of the charge and we will review the request in good faith.

8. Service problems

If the service is materially unavailable for an extended period because of a fault on our side, contact us and we will offer a pro‑rated credit or refund for the affected period.

9. Third‑party charges

Charges from third parties are not covered by this policy. Examples are WhatsApp conversation fees billed by Meta directly to your WhatsApp Business account, and fees for your Shopify plan.

10. How to request a refund, and how long it takes

Email support@vetobase.com with the subject "Refund Request". Include the email address on your account and the payment receipt or invoice number.

We reply to every refund request within 2 business days.
Approved refunds are issued to your original payment method and reach it within 5–10 business days, depending on your bank.

If you are unhappy with how a refund request was handled, see our Complaints Policy.

11. 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