Cancellation and refund policy
Before payment
You can edit or discard an unpaid preview without charge. No order is placed until Stripe confirms payment.
Cancelling after payment
Contact support@petrouteplanner.com promptly with your order reference and a clear statement that you want to cancel. You can use the model cancellation form below, but you do not have to use those exact words.
At checkout, you expressly ask PetRoutePlanner to begin the personalised service immediately after payment. You also consent, where applicable, to digital plan content being supplied immediately and acknowledge that your cancellation rights may be affected once work or digital supply begins.
Where a statutory cancellation period applies, beginning the service at your request may affect the amount refundable, and the cancellation right may end once the service has been fully performed. A cancellation right for digital content may end once supply begins after the required express consent and acknowledgement. We will explain whether a cancellation right remains. If we accept a cancellation through our current cancellation process, we issue a full refund to the original payment method.
Nothing in this policy removes a right that cannot lawfully be excluded.
Problems with the service
If the plan is not delivered by the promised deadline, is materially different from the purchased scope, or was not prepared with reasonable care and skill, contact support@petrouteplanner.com. Depending on the circumstances and your statutory rights, the appropriate remedy may be repeat performance, a price reduction or a refund.
Tell us what is wrong, include the order reference and explain the outcome you want. We may ask for information reasonably needed to investigate, but we will not make a statutory remedy conditional on unreasonable steps.
If PetRoutePlanner cancels
We may cancel only for a reasonable ground described in the Terms of service, including suspected pet sales, breeding or commercial animal movement, materially false information, legal or animal-welfare concerns, or an inability to provide the service safely and lawfully. We will tell you why, stop work and issue a full refund to the original payment method.
Promotion codes
A refund is based on the amount actually paid after any Stripe promotion, not the undiscounted list price. Promotion codes cannot be converted to cash, restored after use or applied retrospectively, except where the promotion's terms or applicable law require otherwise.
How refunds are paid
Approved refunds are sent to the original payment method through Stripe. We will confirm when the refund is requested. Stripe, the card network and your bank control processing and statement timing. If a refund fails or needs action, we will contact you using the order email address.
Model cancellation form
Complete and send this information only if you want to cancel the contract:
- To: Tadas Bute, trading as PetRoutePlanner, support@petrouteplanner.com
- I give notice that I cancel my contract for the PetRoutePlanner service described below.
- Order reference:
- Service ordered:
- Order date:
- Customer name:
- Customer address:
- Date:
If you send this electronically, no signature is needed. Keep a copy of what you send.
How to contact us
Email support@petrouteplanner.com with:
- your order reference;
- the email address used for the order;
- whether you are cancelling, requesting a refund or reporting a problem; and
- a short explanation of the outcome you want.
We aim to acknowledge requests within two business days and provide a substantive response within five business days.