Trading Name: Vet Doctor AI
Website: https://www.aivetdoctor.com/
Operated by: AI Veterinary Solutions Limited

Vet Doctor AI is committed to clear, transparent pricing and fair billing practices. This Refund & Cancellation Policy explains the refund eligibility, credit calculation rules, payment processing, and cancellation terms applicable to paid services purchased through https://www.aivetdoctor.com/.

By purchasing or using our paid services, you acknowledge and agree to the terms outlined in this Policy.

1. Prepaid Credit System

Vet Doctor AI operates strictly on a prepaid credit system. Customers purchase credit packages through one-time payments to access eligible premium AI features on the platform.

Official Prepaid Credit Packages:

• Trial Package: USD $5.00 (One-time payment) — 2 AI Diagnostic Credits (1 Premium Feature Use)
• Starter Package: USD $10.00 (One-time payment) — 6 AI Diagnostic Credits (Up to 6 Premium Uses)
• Standard Package: USD $20.00 (One-time payment) — 16 AI Diagnostic Credits (Up to 16 Premium Uses)
• Professional Package: USD $29.00 (One-time payment) — 50 AI Diagnostic Credits (Up to 50 Premium Uses)
• Premium Package: USD $50.00 (One-time payment) — 100 AI Diagnostic Credits (Up to 100 Premium Uses)

All credit purchases are one-time payments. There are no automatic renewals, recurring charges, or subscription commitments.

2. What Is a Credit?

A credit is a prepaid unit used to access eligible premium AI tools across Vet Doctor AI (e.g., symptom assessments, photo and image analysis). One credit generally corresponds to one eligible premium feature execution, subject to specific tool requirements displayed on the website. Available credit balances are displayed within your user account dashboard.

3. Credit Purchases

When you purchase a credit package:

• Your payment is securely processed through our authorized payment processor.
• Upon successful payment authorization, purchased credits are added instantly to your account wallet.
• Credits are deducted as you execute eligible premium AI features.
• The exact price and credit amount are explicitly presented before payment confirmation.

4. Refund Eligibility & Pro-Rata Calculation

Customers may request a refund for a prepaid credit package at any time by contacting customer support.

How Refunds Are Calculated:

Eligible refunds are calculated pro-rata based on the percentage of unused credits remaining in your account at the time of the request.

Formula:

Refund Amount = (Unused Credits ÷ Total Purchased Credits) × Original Package Price

Example: If you purchase 100 credits for $50.00 and have consumed 20 credits, 80 credits remain. You are eligible for an 80% refund ($40.00), minus any non-refundable payment processing fees or taxes required by law.

Credits already consumed for AI feature processing are non-refundable as they represent delivered server computing resources.

5. How to Request a Refund

To request a refund, please send an email to support@aivetdoctor.com including:

• Registered account email address
• Date of purchase and Transaction/Order ID
• Credit package purchased
• A brief description of your refund request

6. Refund Processing Time

• Review & Approval: Refund requests are reviewed and initiated within 3 to 7 business days of receiving your request.
• Settlement: Refunds are issued back to the original payment method used at checkout. Depending on your financial institution, card issuer, or bank, funds typically appear on your statement within an additional 3 to 5 business days.

7. AI Output & Technical Issues

• AI Output Disclaimers: Purchasing credits does not guarantee a specific diagnostic outcome. Refunds are not automatically granted solely because an AI result is inconclusive, differs from an opinion, or recommends physical veterinary care.
• Technical Errors: If credits are deducted due to a platform outage or system error, contact support@aivetdoctor.com. Confirmed technical errors will result in credit restoration or a full refund for the affected transaction.

8. Cancellations (No Subscriptions)

Because Vet Doctor AI uses a one-time prepaid credit system:

• There are no recurring monthly or annual subscriptions to cancel.
• Customers will never be billed automatically.
• To stop using the service, simply stop purchasing credit packages.

9. Account Deletion & Unused Credits

Deleting an account is separate from requesting a refund. Upon account deletion, any unused credits associated with the account are forfeited unless a refund has been requested and approved prior to deletion under this Policy.

10. Official Merchant Credentials

For all billing, payment, or refund inquiries, please contact:

• Legal Entity Name: AI Veterinary Solutions Limited
• Trading Name: Vet Doctor AI
• Business Registration Number (BRN): 81127380-000-08-26-3
• Registered Address: Unit 903, 9/F., Cameron Comm Centre, 458–468 Hennessy Road, Causeway Bay, Hong Kong
• Support Email: support@aivetdoctor.com
• Official Website: https://www.aivetdoctor.com/