Refund policy

Last updated: 4 September 2026

At Eternal Canine, every consultation and diet plan involves reserved appointment time, professional expertise and, where applicable, personalised preparation for your dog. Please read this policy carefully before making a purchase.

No-Refund Policy

All purchases of consultations, personalised diet plans, follow-up support, digital resources and other consultation-related services are final and non-refundable.

A refund will not be provided if:

  • You change your mind after booking.
  • You decide not to attend or use the service.
  • You provide incomplete or incorrect information.
  • You do not follow the recommendations provided.
  • Your dog does not accept the recommended foods or supplements.
  • The consultation or plan does not produce the outcome you expected.
  • You fail to obtain veterinary approval where it is recommended or required.
  • You do not submit the requested forms, reports or medical information.
  • You become unavailable during the consultation or support period.

Because preparation may begin soon after payment, the no-refund policy applies from the time your booking is confirmed, even if the consultation has not yet taken place.

Rescheduling

You may request one rescheduling of your consultation by contacting us at least 24 hours before the scheduled appointment. Rescheduling is subject to availability.

Requests made less than 24 hours before the appointment may be treated as a cancellation. Additional rescheduling requests may require a new booking and payment.

Late Arrivals and Missed Appointments

If you arrive late, the consultation may still end at the originally scheduled time.

If you do not attend your appointment or cannot be contacted through the agreed consultation method, the appointment will be considered completed and the amount paid will be forfeited. A new appointment will require a new booking.

Personalised Diet Plans

Where your service includes a personalised diet plan, the preparation timeline begins only after we receive all requested information, forms, reports and clarifications.

Delays in providing this information may delay delivery of the plan and will not qualify for a refund. If information remains incomplete, Eternal Canine may pause the service until the required details are received.

Exceptional Circumstances

A refund may be issued only when:

  • The same payment was charged more than once;
  • Eternal Canine is unable to provide the purchased service and a suitable alternative or rescheduled appointment cannot be arranged; or
  • A refund is required under applicable law.

Approved refunds will be made to the original payment method. Processing times will depend on the payment provider and your bank.

Nothing in this policy limits any consumer right or remedy that cannot legally be excluded.

By completing your purchase, you confirm that you have read and accepted this Refund and Cancellation Policy.