The SkinVet (Dr Diu SkinVet Specialist LLP)

Effective Date: 25 June 2026

This Refund and Cancellation Policy should be read together with our Terms and Conditions and Privacy Policy, and applies to the online booking/confirmation deposit paid through our website, www.theskinvetco.in, to confirm a dermatology consultation appointment with Dr Diu SkinVet Specialist LLP (“The SkinVet“, “us”, “we”, or “our”).

1. What This Policy Covers

When you submit a “Book a Consultation” request on our Website, you are directed to a secure, independent, RBI-authorised third-party payment gateway to pay a refundable booking/confirmation deposit (“Booking Deposit“). The Booking Deposit secures your appointment slot and is adjusted against your final consultation/treatment fee at the clinic.

This Policy explains when the Booking Deposit is refundable, how refunds are processed, and how to request a cancellation or refund. It does not apply to consultation, diagnostic, medication, or other charges paid directly at the clinic, which are addressed separately in Section 5 below.

For online consultations, the consultation fee in its entirety will be collected in advance.

2. Cancellation or Rescheduling by You

24 hours’ notice or more: If you cancel or request to reschedule your appointment at least 24 hours before your scheduled appointment time, your Booking Deposit will be refunded in full to your original mode of payment.

Less than 24 hours’ notice, or no-show: If you cancel, reschedule, or fail to show up for your appointment with less than 24 hours’ notice, the Booking Deposit will not be refunded.

To cancel or reschedule, please contact us as early as possible at +91 98192 04621, quoting your name, phone number, and appointment date/time.

3. Cancellation or Rescheduling by Us

If we need to cancel or reschedule your appointment – for example, due to a treating veterinarian’s unavailability or an emergency –  we will contact you and offer you the choice of:

(a) a full refund of your Booking Deposit; or

(b) rebooking at the next available appointment slot, at no additional cost.

4. Refund Method and Timeline

Approved refunds are processed back to your original mode of payment (the card, UPI ID, or bank account used to make the payment). Refunds are typically initiated within 2–3 business days of approval and should reflect in your account within 7–10 business days, depending on your bank’s or payment provider’s own processing timelines, which are outside our control.

If a payment is debited from your account but your booking is not confirmed due to a technical error (for example, a failed or duplicate transaction), any such amount is typically auto-reversed by your bank or our payment gateway within a similar timeframe. If you do not see the reversal within 10 business days, please write to us at care.worli@theskinvetco.in with your transaction reference/UTR number, and we will help you follow up with the payment gateway.

5. Charges Paid at the Clinic

The Booking Deposit is separate from, and adjusted against, the balance of your consultation, diagnostic, medication, or other treatment charges, which are payable directly at the clinic in cash, by card, or via UPI. Once such a charge has been paid at the clinic, it is non-refundable, except where required by applicable law, as these charges relate to professional veterinary services and consumables already rendered or used. The SkinVet follows a “no-credit” policy; see our Terms and Conditions for full Settlement Terms.

6. Payment Gateway

All online payments are processed through an independent, secure third-party payment gateway. We do not store, and do not have access to, your full card, UPI, or net-banking credentials. We are not responsible for delays or issues caused by your bank, card network, or the payment gateway’s systems that are beyond our reasonable control, including failed authorisation, pre-set transaction limits, or technical outages.

7. How to Reach Us

For any cancellation, rescheduling, or refund-related query, please contact us at:

Dr Diu SkinVet Specialist LLP

Clinic: Shop 8, Ground Floor, Shubhada Towers, Upper Sir Pochkanwala Road, Worli, Mumbai – 400030

Email: care.worli@theskinvetco.in

Phone: +91-9819204621

We aim to acknowledge and resolve all refund and cancellation requests promptly, and in any case within 7–10 days.