Aluna Vet, Inc. is committed to providing clear, fair, and transparent refund practices. This Refund Policy outlines how refunds are issued for payments made through our websites, mobile applications, and in-person services, including appointments at our veterinary mobile units, clinics, and hospitals (collectively, the “Services”).

Unless otherwise stated in a written agreement specific to you, this Refund Policy applies to all clients of Aluna Vet, Inc.

Core Refund Rule

For eligible cases, Aluna issues a refund of all service charges minus the non-refundable booking fee and minus any non-recoverable payment processor fees (e.g., Stripe fees).

Booking Fee

The booking fee helps cover the costs of:

• Securing dedicated appointment time
• Administrative preparation and record review
• Travel planning and routing for mobile service areas
• Staff and equipment readiness

This booking fee is charged at the time of scheduling and is non-refundable under all circumstances, unless Aluna cancels the appointment and elects to refund it as described below.

Refund Deductions

When a refund is approved, Aluna issues a refund of eligible service charges minus:

• The non-refundable booking fee
• Non-recoverable third-party payment processing fees (including but not limited to Stripe fees)

Payment processors such as Stripe do not return processing fees to Aluna when a refund is issued; therefore, these fees cannot be refunded to the client.

Refund Eligibility

You may be eligible for a refund of service charges (minus the booking fee and processor fees) in the following situations:

• You cancel within the permitted cancellation timeframe.
• A duplicate payment was submitted for the same appointment or service.
• An appointment was booked in error and promptly corrected.
• Aluna determines that a service could not reasonably be provided as described.

Non-Refundable Items and Services

The following items and charges are non-refundable once incurred:

• Booking fees
• Medications or prescriptions once dispensed or released to you
• Diagnostic tests and laboratory services once samples are collected or submitted
• Consumable medical supplies used during your appointment
• Emergency/after-hours call-out fees once the mobile team has been dispatched
• Travel surcharges where applicable and already incurred

Cancellations and No-Shows

• If you cancel within the permitted timeframe indicated on your booking confirmation, you may receive a refund of service charges (minus booking and processor fees).
• Cancellations made outside the permitted timeframe, or failure to attend your appointment, may result in forfeiture of the full amount paid.

Specific cancellation windows and conditions are described in your appointment confirmation or on the scheduling page.

If Aluna Cancels an Appointment

If Aluna must cancel your appointment due to schedule changes, provider availability, equipment or vehicle issues, safety concerns, or severe weather, you may choose between:

• A full refund of all fees paid, including the booking fee and processor fees, or
• A credit for the full amount paid to apply toward a future appointment.

Form of Refund and Processing Time

Approved refunds are:

• Returned to the original payment method whenever possible.
• Processed within approximately 3–7 business days, depending on your bank or card issuer.

Aluna is not responsible for delays caused by payment processors or financial institutions.

Credits Instead of Refunds

Aluna may offer an account credit instead of a cash refund in some situations. Credits:

• May be applied toward future Aluna services.
• Are non-transferable unless otherwise approved in writing.
• May have an expiration date, which will be communicated when issued.

Disputes and Chargebacks

If you believe a charge was made in error, please contact Aluna before initiating a chargeback. Working with us directly may result in a faster and clearer resolution.

How to Request a Refund

For refund questions or requests, contact:

• Email: [email protected]
• Phone: 888-99-ALUNA

Please include your name, pet’s name, appointment date, and a brief description of your request.