Plans change — you can cancel a consultation from the app and get your money back, as long as you do it more than 2 hours before a confirmed call starts. Here's how it works.
Before you start: the 2-hour rule
Important: a Confirmed consultation cannot be cancelled within 2 hours of its scheduled start. Inside that window the Cancel button is disabled with the note "Cancellation closed 2 hours before your consult."
Step-by-step
- Open the Consults tab → Telehealth.
- Tap the consultation.
- Tap Cancel. For a confirmed consultation you'll see: "Cancel consult — Cancel your consult with {vet name}? You'll receive a full refund of {price}. This cannot be undone."
- Tap Cancel & refund to go ahead, or Keep consult to leave the booking alone.
For a booking that hasn't been confirmed yet, the dialog is simply "Cancel this appointment?" with a Cancel appointment button.
You'll see the confirmation "The appointment has been cancelled successfully."
What you get back
| Booking status | What you get back |
|---|---|
| Confirmed or Awaiting vet (you've paid) | A full refund, issued automatically to the card you paid with. |
| Pending (you never finished checkout) | Nothing was charged, so there's nothing to refund — cancelling just releases the slot. |
You'll get a notification and an email when the refund is issued: "Your refund has been issued / The refund for your appointment with {vet name} is on the way."
Please note: the app's own wording says a refund typically lands within 5–10 business days, but how quickly it appears on your statement is up to your bank or card issuer — that part is outside our control. [CONFIRM: the official refund timing wording the team wants published.]
What else happens when you cancel
- The Google Meet link stops working and is removed from the appointment.
- Your 2-hour and 30-minute reminders are cancelled.
- The slot is released, so another owner can book it.
When Cancel isn't offered
Cancel only appears for bookings that are still pending, awaiting a vet or confirmed. It's not shown for consultations that are already completed, cancelled or expired.
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