Refund & Returns Policy

3.1 Standard Return Window

Physical QR Tags may be returned for a full refund within fourteen (14) calendar days of the confirmed Delivery Date, provided that all of the following conditions are met:

• The QR Tag has not been activated (i.e., not linked to any pet profile within the Platform).
• The QR Tag is in its original, unused condition, free from physical damage, scratches, or signs of wear.
• The QR Tag is returned in its original packaging, including any inserts, documentation, or accessories included at the time of delivery.
• A valid proof of purchase (order confirmation number or receipt) is provided with the return.

Returns that do not meet all of the above conditions will not be accepted and will be returned to the sender at their own cost.

3.2 Non-Returnable Items

The following QR Tag products are not eligible for return or refund under any circumstances, except where required by applicable mandatory consumer protection law:

• QR Tags that have been activated and linked to a pet profile, regardless of whether the tag has been physically used.
• QR Tags that have been engraved, customized, or personalized beyond the standard digital profile linkage.
• QR Tags returned after the 14-day return window has expired.
• QR Tags that show evidence of physical damage, misuse, alteration, or tampering not attributable to a manufacturing defect or shipping damage.
• QR Tags purchased as part of a promotional bundle where the bundle terms expressly exclude returns.

3.3 Defective or Damaged Products

If you receive a QR Tag that is defective at the time of delivery, physically damaged during shipping, or materially different from the product described on the Platform, you are entitled to a full refund or replacement at your option, regardless of activation status, provided that you notify PawPass within thirty (30) calendar days of the Delivery Date. To report a defective or damaged product, you must:

• Contact us at office@pawpass.rs with the subject line "Defective Product - Order [Order Number]".
• Provide a clear description of the defect or damage.
• Attach photographic evidence of the defect or damage, including the product, packaging, and any visible shipping damage.
• Include your order number, Delivery Date, and preferred resolution (refund or replacement).

PawPass reserves the right to request additional evidence to assess the defect claim. We will communicate our assessment within five (5) Business Days of receiving all required documentation.

3.4 Return Shipping Costs

Return shipping costs are allocated as follows:

• Customer-initiated returns (change of mind): The customer is responsible for all return shipping costs. We recommend using a tracked shipping service, as PawPass is not responsible for items lost or damaged in transit during return shipment.
• Defective, damaged, or incorrect product returns: PawPass will provide a prepaid return shipping label or reimburse reasonable return shipping costs upon confirmation of the defect or error.

PawPass does not accept returns sent without prior written authorization. Unauthorized returns will not be processed and may not be returned to the sender. To initiate a return, you must first contact us at office@pawpass.rs to receive a Return Merchandise Authorization ("RMA") number. The RMA number must be clearly marked on the outside of the return packaging.

3.5 Return Processing and Refund Issuance

Upon receipt of the returned QR Tag and verification that the return conditions are met, PawPass will process the approved refund within five (5) Business Days. Refunds will be issued to the original payment method used at the time of purchase. PawPass does not issue refunds via alternative payment methods, gift cards, or store credits unless the original payment method is no longer valid. Please note that once a refund is processed by PawPass, the time for the funds to appear in your account depends on your bank, card issuer, or payment provider, and is typically within five (5) to ten (10) additional Business Days. PawPass has no control over processing times imposed by financial institutions.

3.6 EU/EEA and UK Consumer Withdrawal Rights

Consumers resident in the European Union, European Economic Area, or the United Kingdom have the right to withdraw from a distance contract for physical goods within fourteen (14) calendar days of receiving the goods, without providing any reason, pursuant to the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise the right of withdrawal, you must notify us of your decision by an unequivocal statement (e.g., by email to office@pawpass.rs) before the withdrawal period has expired. You may use the model withdrawal form set out in Annex A of this Policy, but use of this form is not mandatory. Upon valid exercise of the right of withdrawal, PawPass will reimburse all payments received from you, including standard delivery costs (but not supplementary costs arising from your choice of a delivery type other than the least expensive standard delivery offered by us), without undue delay and in any event within fourteen (14) calendar days of the day on which we receive your withdrawal notice. We may withhold reimbursement until we have received the goods back or you have supplied evidence of returning the goods, whichever is earlier. Please note that the right of withdrawal does not apply to QR Tags that have been activated and thereby rendered unsuitable for return due to personalization, pursuant to Article 16(c) of the Consumer Rights Directive.

4.1 Subscription Billing Cycle

Subscription plans are billed on a recurring basis, either monthly or annually, as selected by you at the time of purchase. The first billing cycle commences on the Transaction Date. Subscriptions automatically renew at the end of each billing period at the then-current subscription rate, unless cancelled by you prior to the renewal date in accordance with Section 4.3.

4.2 Subscription Refund Policy

Subscription fees are non-refundable as a general rule once a billing cycle has commenced. This reflects the nature of subscription services, where access to features and benefits is provided immediately upon the start of each billing period. Notwithstanding the foregoing, PawPass will issue a full refund of the most recent subscription charge in the following limited circumstances:

• Technical platform failure: Where a documented technical failure attributable to PawPass resulted in the complete inability to access subscribed features for a continuous period of five (5) or more calendar days within the applicable billing period, and the failure was not caused by your actions, third-party service outages, or circumstances beyond PawPass's control.
• Duplicate billing: Where you were charged more than once for the same billing period due to a PawPass system error.
• Unauthorized charge: Where a subscription was activated without your authorization and you notify PawPass within seven (7) calendar days of the charge appearing on your payment statement.

Requests for subscription refunds under the above exceptions must be submitted to office@pawpass.rs within fifteen (15) calendar days of the disputed Transaction Date, with the subject line "Subscription Refund Request - Account [Account Email]". Requests submitted after this period will not be eligible for refund consideration, except where required by applicable law.

4.3 Cancellation Procedure

You may cancel your subscription at any time by:

• Using the subscription management tools available within your Platform account settings, under "Subscription" or "Billing".
• Submitting a written cancellation request to office@pawpass.rs with the subject line "Subscription Cancellation - Account [Account Email]".

Cancellation takes effect at the end of the current billing cycle. You will retain access to subscription benefits until the end of the paid period for which you have already been charged. Cancellation does not entitle you to a pro-rated refund of any unused portion of the current billing period, except as described in Section 4.2 or as required by applicable consumer protection law. Cancellation requests submitted by email will be confirmed within two (2) Business Days. If you do not receive a confirmation, please follow up at office@pawpass.rs to ensure your cancellation was received. PawPass is not responsible for cancellation requests that are not received due to email delivery failures.

4.4 Annual Subscription Cancellation

If you purchase an annual subscription, you may cancel at any time, but the following rules apply to refund eligibility:

• Cancellation within 14 days of annual subscription purchase: A full refund will be issued, provided you have not materially used the subscription features (i.e., made three or more service bookings, redeemed two or more partner discounts, or accessed the full e-booklet feature suite) during that period.
• Cancellation after 14 days: No refund will be issued for the remaining subscription period. Access will continue until the end of the annual period already paid.

EU/EEA and UK consumers have the right to withdraw from an annual subscription within 14 days of purchase even if they have begun using the service, subject to a proportionate deduction for the portion of the service already provided.

4.5 Free Trial Conversion

Where PawPass offers a free trial period, you will be notified prior to the trial end date that your subscription will auto-convert to a paid plan unless cancelled. Cancellation during the free trial period will not result in any charge. If you do not cancel before the trial period ends, you will be charged the applicable subscription fee for the first billing cycle. Refund requests for charges incurred due to failure to cancel before the trial end date will be reviewed on a case-by-case basis.

4.6 Price Changes

PawPass reserves the right to modify subscription pricing. Existing subscribers will be notified of any price increase at least thirty (30) days prior to the change taking effect, via email to the address registered on the account. If you do not wish to continue your subscription at the new price, you must cancel before the new price takes effect. Continued use of the subscription after the effective date of a price change constitutes acceptance of the new pricing.

5.1 Partner-Determined Cancellation Policies

Service bookings made through the Platform are subject to the individual cancellation and refund policies of the Partner service provider. Each Partner's cancellation policy is displayed on their Platform listing and is presented to you at the time of booking confirmation. You are responsible for reviewing the applicable cancellation policy before confirming a booking. PawPass facilitates the booking transaction but does not set, control, or guarantee the cancellation terms applied by Partners. PawPass is not a party to the service contract between you and the Partner.

5.2 Standard Cancellation Categories

While individual Partner policies vary, common cancellation structures on the Platform include:

• Flexible: Full refund if cancelled more than 24 hours before the scheduled service start time.
• Moderate: Full refund if cancelled more than 48 hours before the scheduled service start time; 50% refund for cancellations within 48 hours.
• Strict: 50% refund if cancelled more than 72 hours before the scheduled service start time; no refund for cancellations within 72 hours.
• Non-refundable: No refund under any circumstances once the booking is confirmed. Clearly marked on the booking page.

The applicable cancellation category for each booking is confirmed in your booking confirmation email and in your Platform account booking history.

5.3 PawPass Booking Fee

Where PawPass charges a platform booking fee in addition to the Partner's service fee, the booking fee is non-refundable regardless of the reason for cancellation, except in cases of documented Partner failure to provide the booked service (see Section 5.5).

5.4 How to Cancel a Booking

To cancel a service booking, log in to your PawPass account, navigate to "My Bookings", locate the relevant booking, and select "Cancel Booking". The cancellation confirmation and any applicable refund amount will be communicated to you via email within two (2) Business Days of the cancellation. Cancellations requested by email or phone outside of the in-Platform cancellation system are not guaranteed to be processed in time to avoid cancellation fees. PawPass recommends using the in-Platform cancellation tool for all booking cancellations.

5.5 Partner No-Show or Failure to Perform

If a Partner fails to appear for a confirmed booking or fails to provide the booked service without prior notice to you, you may be entitled to a full refund of the service fee, including any PawPass booking fee. To initiate a claim under this provision:

• Contact PawPass at office@pawpass.rs within 48 hours of the scheduled service time with the subject line "Partner No-Show - Booking [Booking Reference Number]".
• Provide your booking reference number, the scheduled service date and time, and a description of what occurred.
• Include any supporting evidence, such as messages sent to the Partner, screenshots, or other documentation.

PawPass will investigate the claim and communicate an outcome within five (5) Business Days. Refunds approved under this provision will be processed within five (5) Business Days of the determination.

5.6 Service Quality Disputes

Disputes relating to the quality of a service performed by a Partner are between you and the Partner. PawPass does not guarantee service quality and is not liable for the acts, omissions, or professional conduct of Partners. However, PawPass maintains a dispute mediation process to assist in resolving service quality complaints. To initiate a service quality dispute through PawPass's mediation process, contact office@pawpass.rs within seven (7) calendar days of the service date, with a detailed description of the complaint and any supporting evidence. PawPass will attempt to facilitate a resolution between you and the Partner but cannot compel a particular outcome. Decisions in the mediation process are non-binding.

7.1 Internal Dispute Resolution First

Before initiating a chargeback with your bank, card issuer, or payment network, you are required to contact PawPass at office@pawpass.rs and allow us the opportunity to resolve your concern through our internal dispute resolution process. PawPass is committed to resolving all legitimate billing disputes fairly and efficiently. To initiate an internal dispute, contact office@pawpass.rs with the subject line "Billing Dispute - Order [Order Number or Transaction Reference]". Include your account email, the Transaction Date, the amount in dispute, and a clear description of the reason for the dispute. PawPass will acknowledge receipt within two (2) Business Days and will provide a substantive response within seven (7) Business Days.

7.2 Chargeback Consequences

Filing a chargeback or payment dispute with your bank without first attempting resolution through PawPass's internal process constitutes a breach of these Terms and this Policy. In the event of an unwarranted or fraudulent chargeback, PawPass reserves the right to:

• Immediately suspend or permanently terminate your PawPass account.
• Recover the disputed amount plus any chargeback fees, processing costs, and administrative expenses incurred by PawPass as a result of the chargeback.
• Report the fraudulent activity to payment networks, credit reporting agencies, or law enforcement authorities.
• Pursue civil remedies, including collection proceedings, to recover losses sustained.
• Restrict your ability to create new accounts or transact on the Platform in the future.

7.3 Legitimate Chargebacks

PawPass acknowledges that in certain circumstances, a chargeback may be the appropriate and legally available remedy for a consumer. Where a chargeback is filed on a legitimate basis, PawPass will cooperate fully with the investigation process conducted by the payment processor or card network. PawPass maintains complete transaction records, delivery confirmations, communication logs, and service documentation to support the dispute resolution process.

7.4 Chargeback Prevention Measures

PawPass implements the following measures to prevent chargebacks and protect customers:

• Clear and accurate product and service descriptions on all purchase pages.
• Transparent pricing, with no hidden fees or undisclosed charges.
• Prominent display of cancellation and refund policies at the point of purchase.
• Transaction confirmation emails sent immediately upon payment processing.
• Accessible customer support at office@pawpass.rs for billing inquiries.
• Proactive notification of subscription renewals at least seven (7) days before the renewal charge is processed.

7.5 Friendly Fraud

Friendly fraud refers to the filing of a chargeback for a transaction that was in fact authorized and fulfilled in accordance with the applicable terms. PawPass actively monitors for and responds to friendly fraud. Where a chargeback is determined to constitute friendly fraud, PawPass will pursue all available legal remedies to recover the disputed funds and associated costs.

8.1 Refund Method

All approved refunds are issued exclusively to the original payment method used at the time of purchase. PawPass does not issue refunds by cash, check, wire transfer to an alternative account, or store credit, except in the following circumstances:

• The original payment method is no longer valid (e.g., expired card, closed account), in which case PawPass will contact you to arrange an alternative refund method.
• Where applicable law requires refunds to be made in a specific manner.

8.2 Processing Timelines

Refund processing timelines are as follows:

• PawPass processing time: Approved refunds are processed by PawPass within five (5) Business Days of approval.
• Payment processor processing time: After PawPass initiates the refund, Stripe, Inc. (our payment processor) typically processes the refund within three (3) to five (5) Business Days.
• Bank or card issuer processing time: After Stripe processes the refund, your bank or card issuer may require an additional three (3) to ten (10) Business Days to reflect the credit on your statement.

Total refund timelines may therefore range from approximately five (5) to twenty (20) Business Days from the date of refund approval. PawPass has no control over processing times applied by Stripe, banks, or card networks. If you have not received a refund within twenty (20) Business Days of receiving a refund confirmation from PawPass, please contact your bank before contacting us.

8.3 Currency and Exchange Rate

Refunds are processed in the original transaction currency. Where exchange rate fluctuations between the Transaction Date and the refund processing date result in a difference in the refund amount in your local currency, PawPass is not responsible for any currency conversion losses. The refund will reflect the original transaction amount in the original transaction currency.

8.4 Partial Refunds

Partial refunds may be issued in the following circumstances:

• Where a return involves only a portion of a multi-item order.
• Where a deduction is applied for return shipping costs paid by PawPass on your behalf.
• Where a subscription refund is pro-rated due to partial use of a feature or service.
• Where a service booking refund is partial due to the applicable Partner cancellation policy.

The amount of any partial refund will be communicated to you in writing before the refund is processed.

9.1 Force Majeure Events

Where PawPass is unable to fulfill an order or provide subscribed services due to a force majeure event (including natural disasters, pandemic, governmental action, or significant infrastructure failure), affected customers will be offered either a full refund or a credit for the unfulfilled period, at their election. PawPass will communicate with affected customers as soon as reasonably practicable.

9.2 Platform Discontinuation

In the event that PawPass discontinues the Platform or materially reduces its core service offering, affected subscribers will be entitled to a pro-rated refund for any prepaid subscription period remaining at the time of discontinuation. PawPass will provide no less than thirty (30) days' advance notice of any such discontinuation.

9.3 Account Termination by PawPass

If PawPass terminates your account for a breach of the Terms of Service attributable to your conduct, no refund will be issued for any remaining subscription period or unshipped orders that have already been prepared for dispatch. Where PawPass terminates your account without cause, a pro-rated refund for the remaining subscription period will be issued.

9.4 Promotional and Discounted Purchases

Products or subscriptions purchased at a promotional discount are subject to the same refund terms as full-price purchases, unless the promotional terms expressly state otherwise. Bundle promotions may have specific return conditions that supersede the standard terms in this Policy, which will be disclosed at the time of purchase.

9.5 Gift Purchases

QR Tags purchased as gifts are eligible for return under the same conditions as standard purchases, provided the return is initiated within the 14-day return window from the Delivery Date. The refund will be issued to the original purchaser's payment method.

9.6 Lost or Undelivered Shipments

If your QR Tag order is confirmed as lost in transit by the shipping carrier, PawPass will, at your election, either re-ship the product at no additional cost or issue a full refund including original shipping fees. Claims for lost shipments must be submitted to office@pawpass.rs within thirty (30) calendar days of the estimated delivery date. PawPass will initiate a carrier investigation before processing a reshipment or refund. Investigation timelines vary by carrier and are outside PawPass's control.

9.7 Incorrect Items Received

If you receive a product that does not match your order (wrong item, wrong color, wrong specification), you are entitled to a full refund or free replacement at your option. Contact office@pawpass.rs within fourteen (14) calendar days of delivery with your order number and photographic evidence of the incorrect item. PawPass will provide a prepaid return label and process the resolution within five (5) Business Days of receiving the returned item.