Refund & Cancellation Policy

1. Immediate Service Delivery

When you purchase a consultation through Sidekick Vet, you are requesting immediate access to a veterinary professional. The service begins as soon as you are connected with a veterinarian or veterinary triage specialist. By initiating a consultation, you acknowledge and agree that:

• The service is delivered immediately upon connection
• You are requesting that service delivery begin right away, without a waiting or cooling-off period
• You understand that this immediate delivery means refunds are not available once the consultation has started

2. No Refunds

All consultation fees are non-refundable once the consultation has begun. This applies regardless of:

• The length of the consultation
• The outcome or advice provided
• Whether you chose to end the consultation early
• Whether the veterinarian recommended in-person follow-up care

The non-refundable nature of the service reflects that a veterinary professional's time and expertise have been provided to you, and the service cannot be "returned."

3. When We May Issue a Refund

You may be eligible for a refund only in the following limited circumstances:

• Technical failure on our end. If a consultation could not take place due to a platform outage, system error, or other technical issue attributable to Sidekick Vet (not your internet connection or device).
• Veterinary professional no-show. If you were charged but a veterinary professional did not join your consultation within 15 minutes.
• Duplicate charge. If you were charged more than once for the same consultation due to a billing error.

Approved refunds are issued through Stripe to the original payment method. Refund processing may take up to 180 days, depending on your financial institution.

4. How to Request a Refund

If you believe you qualify for a refund under the circumstances described above, you must contact us within 2 calendar days of the consultation date:

• Email: support@puppilot.co with [Sidekick Vet] in the subject line
• Include your account email, the date and time of the consultation, and a brief description of the issue

Requests submitted after 2 calendar days will not be considered. We will review your request and respond within 5 business days.

5. No Cancellations

Because Sidekick Vet consultations are delivered immediately after payment, there is no cancellation period and no refund associated with canceling. You pay at the time of service and are connected with a veterinary professional promptly. There is no "cooling off" or cancellation window.

6. Chargebacks

If you initiate a chargeback with your credit card company or bank for a consultation that was delivered, we reserve the right to suspend your Sidekick Vet account until the dispute is resolved. We maintain records of your consent to immediate service delivery and our no-refund policy to respond to chargeback inquiries.

7. Disputes About Veterinary Care Quality

Concerns about the quality of veterinary advice or care received during a consultation should be directed to us at support@puppilot.co with [Sidekick Vet] in the subject line. We take all quality concerns seriously and will review them with Pet Vet Connection, LLC, which delivers the veterinary services.

Please note that disagreement with veterinary guidance — such as a recommendation to seek in-person care, or a determination that your concern requires an in-person examination — does not constitute a basis for a refund or credit.

8. Contact

Sidekick Vet
Operated by PupPilot Corp
Email: support@puppilot.co (subject line: [Sidekick Vet])
Website: https://www.sidekick.vet