Getting a refund

You can get your money back for a plan, a membership or an add-on. Within 14 days of a payment you do it yourself, in a couple of clicks. After that, or in other special cases, you can ask us, and our team decides.

Two rules apply to every refund:

• What you used is paid for. Texts, WhatsApp messages, e-mails and AI credits you used since the payment are charged at the price of our smallest pack, for exactly what you used, and kept from the refund. You see each one, and what you get back, before you confirm.
• One refund per customer. You can get one refund, ever, whatever you bought. It counts for your account and all its profiles. After it, new purchases can’t be refunded, and the upgrade window tells you so before you buy.

Note

This page is about plans, memberships and add-ons. Things you bought from a seller, like products, bookings or deposits, are refunded differently. A gift you bought for someone has its own rule: see the gift’s page in your Dashboard. Plans you pay for through the App Store or Google Play are refunded by the store.

Where

Account → Billing → Subscriptions (/account/billing/subscriptions). On the subscription you want a refund for, open the ⋯ menu and select Get a refund. If the subscription has already ended, select Refund options on it instead.

Refund within 14 days

You can refund a payment yourself for 14 days after it was taken. That can be your first payment or a renewal.

1. Open Get a refund on the subscription.
2. The Refund window shows how much you’ll get back, for example Get $9.99 back on your card, and until when you can refund this payment yourself. If you used texts, WhatsApp messages, e-mails or AI credits since the payment, it lists them under Used since this payment, charged at our pack price, for example “150 texts and WhatsApp messages −$15.00”, with Back to you at the bottom.
3. If you like, tell us why under Reason (optional).
4. Select Refund $9.99 and cancel. To change your mind, select Keep subscription.

What you’ll see: Refund of $9.99 issued. It’s on its way to your card. The subscription ends right away, and its features stop. We also send you an e-mail and a notice in the app.

Caution

A refund cancels the subscription straight away. You lose its features now, not at the end of the period. If you only want to stop the next payment, cancel instead: you keep the plan until the end of the period you paid for.

The money goes back to the card you paid with. It can take 5 to 10 business days to show on your statement.

The fine print

• The refund is the payment minus what you used since it: texts and WhatsApp messages, e-mails and AI credits, each at the price of our smallest pack (for example, texts at $10 for 100 are 10¢ each; AI credits at $1 for each dollar used). If nothing was used, you get the full payment back, including any GST/HST you paid on it. A partial refund gives back the tax in the same proportion. See Taxes on United Pet Club fees.
• If what you used costs as much as the payment, there’s nothing to refund.
• Credit packs can be refunded only while none of the credits have been used.
• You get one refund, ever. After it, you can’t refund a payment yourself or ask us for one.

Ask for a refund

When you can’t refund a payment yourself, the Refund window tells you why. For example: “Refunds on your own are available for 14 days after a charge, and this one was on September 3, 2026. You can cancel at the end of your term, or ask us for a refund.” If you’ve already had your one refund, there’s no Ask for a refund button.

1. Select Ask for a refund.
2. Under What happened?, tell us why you’re asking. This is required.
3. Select Send request.

What you’ll see: Refund request sent. We’ll reply by email. Your subscription stays as it is while we look at it. Our team usually replies within 3 business days. You’ll get an e-mail when we receive your request, and another with our decision. The amount you ask for is the payment minus what you used since it, as above.

What we can decide

• Refund all of it, or part of it.
• Refund it to your card, or as credit on your United Pet Club balance. Credit pays your platform fees first, and anything left is paid out to you.
• End the subscription with the refund, or keep it running.

If we can’t refund it, our e-mail tells you why. You can still cancel your subscription at any time, and it stays active until the end of the period you paid for.

Change your mind

While your request is waiting for review, open Get a refund again and select Withdraw request. You’ll see Refund request withdrawn.

Follow your refund

Your subscription shows the latest refund, for example Refund of $9.99 issued September 23, 2026 or Refund request for $9.99 waiting for review. The Refund window lists all your refunds and requests for it under Refund history, with any message from our team.

If something went wrong

“We couldn’t check this subscription’s payments right now.” Close the window and try again in a moment.

“A renewal payment is being processed.” A payment for this subscription is going through right now. Try again in a few minutes.

“A refund for this subscription is already in progress.” You already have a refund or a request open. Wait for it to finish, or withdraw the request.

“This subscription is billed by the App Store or Google Play.” Ask the store for the refund.

“You’ve already had your one refund from us, so this payment can’t be refunded.” Each customer gets one refund. You can still cancel, so the subscription doesn’t renew.

“…cost more than what’s left of it, so there’s nothing to refund.” The texts, WhatsApp messages, e-mails and AI credits used since the payment are worth all of it at our pack price.

“We couldn’t check what was used since this payment right now.” Try again in a moment.

I got a “Refund delayed” e-mail. The payment provider didn’t accept the refund, for example because the card it should go back to was closed or replaced, so no money has moved yet. You don’t need to do anything: our team tries again or contacts you, usually within 3 business days. If the refund had already ended your subscription, it stays ended; your money is still owed to you and we will send it.

I got a refund, but I don’t see it on my card. Refunds can take 5 to 10 business days to show on your statement. If it’s been longer, use our contact form with the refund number from your e-mail (it starts with REF-).