Refund & Cancellation Policy – Atoof Pets

1. Introduction

At Atoof Pets, we are committed to providing a fair and transparent process for refunds and cancellations to protect the rights of all parties.

2. Booking or Order Cancellation

2.1. Cancellation of Service Bookings (Veterinary, Boarding, Transport, etc.)

Bookings may be canceled free of charge if canceled at least 24 hours before the scheduled service.

Cancellations made less than 24 hours before the appointment may incur an administrative fee of up to 30% of the service cost.

No-shows without prior notice are non-refundable.

2.2. Cancellation of Online Store Orders

Orders may be canceled before processing or shipment without any charges.

Once shipped, cancellations are subject to the return policy below.

3. Return & Exchange Policy

3.1. Eligible Products for Return

Unused, unopened items in their original packaging may be returned within 7 days of receipt.

Products must be in original condition without use or tampering.

3.2. Non-Returnable Products

Opened or used food products.

Medical or veterinary drugs after delivery.

Customized or special-order products.

Damaged products due to customer misuse.

3.3. Refund Process

Refunds will be processed after deducting any applicable shipping or administrative fees.

Refunds will be issued to the original payment method within 7-14 business days after receiving and inspecting the returned item.

4. Service Fee Refunds

In cases where services are canceled by the provider or cannot be delivered, full refunds will be issued within the same refund timeframe.

Each case is handled individually in coordination with service providers.

5. Request Submission Process

Refund and cancellation requests may be submitted via:

User account within the platform.

Customer service via email or phone.

Supporting documents or photos may be required for product condition verification.

6. General Provisions

Atoof Pets reserves the right to amend this policy in accordance with the applicable laws and regulations in Saudi Arabia.

All financial transactions and refunds are subject to the rules of the Saudi Central Bank and the E-Commerce Law of Saudi Arabia.