Refund & Cancellation Policy

1. Subscription Cancellation

You may cancel your Petside Premium subscription at any time. When you cancel:

Access continues until the end of your billing period. Your premium features will remain active until your current subscription period expires.
No partial refunds are issued for unused time remaining in a billing period.
Your account and data are preserved. Cancelling your subscription does not delete your account. You can continue using Petside with free-tier features.

2. How to Cancel Your Subscription

You can cancel your subscription at any time by following these steps:

Go to Settings in your Petside account.
Navigate to the Subscription tab.
Click "Manage Subscription" to open the billing portal.
Click "Cancel Subscription" and confirm your cancellation.

You will receive a confirmation that your subscription has been cancelled. Your premium access will continue until the end of your current billing period.

3. Early Access and Free Trials

Petside is in an early-access period: every feature is available at no cost and we don't collect payment details. Before paid plans begin, we'll tell you by email at least 30 days in advance. Here's what to know:

No card needed. Nothing is charged during early access or a free trial, and neither asks for payment details.
Nothing turns into a subscription by itself. A free trial ends on its own. You're only charged if you choose a paid plan.
When paid plans begin, premium features will need a plan you choose. Your community, profile and memory book stay free.

4. Refund Eligibility

We may issue refunds in the following circumstances:

Technical issues: If a verified technical problem on our end prevented you from accessing premium features for a significant portion of your billing period.
Billing errors: If you were charged incorrectly (e.g., duplicate charges, charged after cancellation).
First-time subscribers: If you are a first-time subscriber and request a refund within 48 hours of your initial paid charge, we will consider a full refund on a case-by-case basis.

Refunds are generally not available for:

Partial months of service
Dissatisfaction with the service after extended use
Failure to cancel before a renewal date
Price changes that were communicated 30 days in advance

5. How to Request a Refund

To request a refund:

Email us at support@pet-side.com with the subject line "Refund Request."
Include your account email address, the date of the charge, and the reason for your request.
Our team will review your request and respond within 5 business days.

6. Payment Failure & Grace Period

If your payment fails (e.g., expired card, insufficient funds), we will notify you via email and provide a grace period to update your payment information:

Grace period: You have up to 14 days to update your payment method while retaining access to premium features.
Automatic retries: We will attempt to process your payment up to 4 times during the grace period.
After the grace period, your subscription will be suspended and you will be downgraded to the free tier.

You can update your payment method at any time in Settings > Subscription > Manage Subscription.

7. Price Changes

We reserve the right to change our subscription pricing. If we do, we will provide at least 30 days' notice before the new price takes effect. You may cancel your subscription before the price change takes effect to avoid being charged the new rate.

8. Disputes

If you believe a charge is incorrect or unauthorized, please contact us at support@pet-side.com before filing a dispute with your bank. We are committed to resolving billing issues quickly and fairly.

Filing a chargeback without contacting us first may result in your account being suspended pending investigation.

9. Contact Us

For billing questions, refund requests, or cancellation help, contact our support team:

Petside is operated by Ascend Leads, LLC, Philadelphia, PA.

Email: support@pet-side.com
In-app: Contact Form

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