Refund & Cancellation Policy

We know animal-care plans can change quickly. This policy explains when refunds, cancellations, returns, and rescheduling are available for Barnaby consultations and marketplace orders. Barnaby does not require a subscription — consultations and marketplace orders are billed as one-time payments. Payments and eligible refunds are processed securely through Razorpay.

By Users (Pet Owners/Livestock Farmers):

• More than 24 hours before appointment: Full refund (100%)
• 12 to 24 hours before appointment: 75% refund
• 1 to 12 hours before appointment: 50% refund
• Less than 1 hour before appointment: No refund
• No-show (missed appointment): No refund

By Veterinarians:

• If a veterinarian cancels, you will receive a full refund
• You can reschedule with the same veterinarian or choose another available veterinarian
• We will let you know as soon as we can and help you find the next available option

Technical Issues:

• If a consultation cannot be completed due to technical issues on Barnaby, you will receive a full refund or free rescheduling
• Issues must be reported within 24 hours of the scheduled appointment
• Our support team will investigate and process eligible refunds

The following are usually non-refundable once delivered:

• Completed consultations: Once a consultation has been conducted, it cannot be refunded
• Digital prescriptions: Prescriptions issued by veterinarians are non-refundable
• In-progress consultations: If you disconnect during a consultation, our team will review the case before deciding refund eligibility

Before Shipping:

• Orders can be cancelled for a full refund before the seller ships the product
• Cancellation requests must be submitted through the app or by contacting support
• If the order has already been shipped, it cannot be cancelled (see returns policy below)

Order Timeout:

• If a seller does not confirm your order within 24 hours, it will be automatically cancelled
• Auto-cancelled orders receive a full refund

Eligible for Return (within 7 days of delivery):

• Damaged or defective products
• Wrong product received
• Product significantly different from description
• Expired products (food, medications)

Usually not eligible for return:

• Prescription medications (unless defective or wrong product)
• Perishable goods (fresh food, refrigerated items)
• Opened or used products
• Products with broken seals (unless defective)
• Customized or personalized items

Return Process:

• Submit a return request through the app within 7 days of delivery
• Provide photos/videos of the issue
• Our team will review and approve eligible returns within 48 hours
• Approved returns will be picked up or you may be asked to ship the item back
• Refund will be processed after the returned item is received and inspected

Processing Time:

• Refund requests are reviewed within 2-3 business days
• Approved refunds are initiated within 1-2 business days after approval
• Refunds typically appear in your account within 5-7 business days, depending on your bank or payment method

Refund Method:

• Refunds are credited to the original payment method used
• UPI payments: Refunded to the same UPI ID
• Credit/Debit cards: Refunded to the same card
• Net banking: Refunded to the same bank account
• Wallets: Refunded to the same wallet

Partial Refunds:

• In some cases, partial refunds may be issued based on the circumstances
• Partial refunds will be clearly communicated before processing

We want you to have a positive experience. If you are dissatisfied with a consultation:

• Contact our support team within 48 hours of the consultation
• Tell us what felt unclear or incomplete
• Our team will review the consultation and may offer:
  • A free follow-up consultation with a different veterinarian
  • Partial or full refund in exceptional circumstances
  • Platform credit for future use

Note: A difference of medical opinion by itself may not qualify for a refund, but we will still review concerns about professionalism, missed consults, technical failure, or incomplete service.

To request a refund, you can:

• In the App: Go to Order History or Consultation History, select the item, and tap "Request Refund"
• Email: Send details to hello@barnaby.in with your order/consultation ID

Please include the following information in your refund request:

• Your registered phone number or email
• Order ID or Consultation ID
• Reason for refund request
• Any supporting documentation (photos, screenshots)

If you notice any unauthorized or incorrect charges:

• Contact us immediately at hello@barnaby.in
• We will investigate all disputed transactions
• Legitimate disputes will be resolved within 7 business days
• You may also contact Razorpay directly for payment-related issues

We may update this Refund & Cancellation Policy from time to time. We will post changes on this page with an updated date. For major changes, we will also try to notify users in the app or by email.

For refund-related questions or to submit a refund request, contact us:

Email: hello@barnaby.in
Address: ESPR Creative Lab Private Limited,
India

Business Hours: Monday to Saturday, 9:00 AM - 6:00 PM IST