Return Policy
Subscriptions
Subscription Plans and Fees.
As explained further above, to secure the right to access and use certain subscription-only pages, features, or functions of the Site and the App, and to maintain your User Account in good standing, you must purchase a subscription to Company’s services from the Site and/or the App (a “Subscription”) for one of the Subscription periods detailed below (a “Subscription Period”), it being understood that Company reserves the right to modify or change the offered Subscription Periods in its sole discretion. Accordingly, you understand and acknowledge that, with the exception of any free trial periods, Company will charge you, upon your confirmation of purchase, a recurring Subscription fee in exchange for your right to access and use the Subscription-only pages and features of the Site and the App in accordance with this Agreement, the amount of which is provided on the Subscription webpage or tab of the Site and/or the App, respectively, and which may be modified from time-to-time by Company in its sole discretion (the “Subscription Fee(s)”). Accordingly, you understand, acknowledge, and agree that at the start of each Subscription Period, the payment transaction for the applicable Subscription Fee will be charged to the payment method on file with your User Account.
Subscription Periods.
You may purchase a Subscription for a quarterly, bi-annual or an annual Subscription Period. A quarterly Subscription Period shall constitute six (3) calendar months, a bi-annual Subscription Period shall constitute six (6) calendar months, and an annual Subscription Period shall constitute twelve (12) calendar months. For the avoidance of doubt, you acknowledge and agree that your Subscription shall automatically renew at the end of each Subscription Period for the same period of time as the immediately preceding Subscription Period, unless you cancel your Subscription pursuant to the terms below.
Quarterly Subscription. A quarterly Subscription is paid in a single, lump-sum payment. For each quarterly period that your quarterly Subscription is active, you acknowledge and agree that Company is authorized to charge the same payment method that is currently on file or otherwise presently associated with your User Account. The quarterly Subscription Fees that accrue under your User Account (including, without limitation, any Subscription Fees incurred due to the automatic renewal of your quarterly Subscription) will continue to be billed to the payment method Company has on file for your User Account until you cancel your Subscription pursuant to the terms below. As noted below, you must cancel your quarterly Subscription before it renews in order to avoid the billing of the next quarterly Subscription Fee.
Bi-Annual Subscription. A bi-annual Subscription is paid in a single, lump-sum payment. For each bi-annual period that your bi-annual Subscription is active, you acknowledge and agree that Company is authorized to charge the same payment method that is currently on file or otherwise presently associated with your User Account. The bi-annual Subscription Fees that accrue under your User Account (including, without limitation, any Subscription Fees incurred due to the automatic renewal of your bi-annual Subscription) will continue to be billed to the payment method Company has on file for your User Account until you cancel your Subscription pursuant to the terms below. As noted below, you must cancel your bi-annual Subscription before it renews in order to avoid the billing of the next bi-annual Subscription Fee.
Yearly Subscription. A yearly Subscription is paid in a single, lump-sum payment. For each year that your annual Subscription is active, you acknowledge and agree that Company is authorized to charge the same payment method that is currently on file or otherwise presently associated with your User Account. The annual Subscription Fees that accrue under your User Account (including, without limitation, any Subscription Fees incurred due to the automatic renewal of your annual Subscription) will continue to be billed to the payment method Company has on file for your User Account until you cancel your Subscription pursuant to the terms below. As noted below, you must cancel your annual Subscription before it renews in order to avoid the billing of the next year’s Subscription Fee.
Cancellations; Automatic Renewal.
You may manage or cancel your Subscription at any time through your User Account. Cancellation is effective at the end of the applicable Subscription Period, whether it is quarterly, bi-annual, or annual. If you do not cancel your Subscription before the end of the then-existing Subscription Period, then your Subscription will automatically renew for the same duration as the prior Subscription Period, and you will be billed for, and you must pay for, the subsequent Subscription Period. If you cancel your Subscription prior to the end of the then-existing Subscription Period, your right to access and use the Subscription-only pages and features of the Site and the App will continue through the end of the then-existing Subscription Period. You acknowledge and agree that you will not be entitled to any refunds of your Subscription Fee in the event that you cancel your Subscription during any Subscription Period.
Subscription Fee Amounts.
To the extent permitted by law, the Subscription Fee amounts are subject to change by Company as determined in its sole discretion. Additional information about Company’s current Subscription Fee rate amounts is available at www.mypetspan.com. By accepting the terms and conditions of this Agreement, you understand and acknowledge that Company reserves the right, but not the obligation, to increase its Subscription Fee rate amounts at any time and as Company sees fit in its sole discretion.
Free Trials and Discounts.
Company reserves the right, but not the obligation, to afford you a promotional free trial period(s) or discounted Subscription Fee amount(s) for accessing and using any or certain subscription-only pages and features of the Site and/or the App. Company will not charge you a Subscription Fee for any such promotional free trial period. In the event that you elect to purchase a subscription during your promotional free trial period, then any unused portion of time remaining on your promotional free trial period shall be forfeited.
You further understand, acknowledge, and agree that in the event you have been offered a discounted Subscription Fee amount, you will be charged the normal Subscription Fee amount that applies to your Subscription Period upon the termination of the then-existing Subscription Period, and you will automatically be charged such amount unless you cancel your Subscription in your User Account settings.
Payments.
Third-Party Payment Processing Vendor
All credit card, debit card and other monetary transactions on or through the Site and/or the App occur through an online payment processing application that is provided by a third-party vendor and that is accessible through the Site and/or the App. Company’s relationship with its third-party payment processing vendor(s), if any, is merely contractual in nature, as it is nothing more than a third-party vendor and is in no way subject to Company’s direction or control; thus, their relationship is not, and should not be construed as, one of fiduciaries, franchisors-franchisees, agents-principals, employers-employees, partners, joint venturers, contractors or the like.
Refusal of Products and Services.
Company has the right to refuse its products and services (including, without limitation, the Site, the App, and any products and services offered by Company) if it suspects that you are in any way involved in fraudulent or illegal activity, including, but not limited to, the use of stolen credit cards or prescription medication fraud. Company may contact your payment method issuer, law enforcement, or others and share information relating to your payments if Company believes doing so will prevent a violation of the law or financial loss.
Payment Authorization.
If you provide Company with your payment information, then you authorize Company to do the following as Company deems necessary, although Company has no obligation to do so: (a) share your payment information with the third-party payment processing vendor(s); and (b) obtain your updated payment information from your payment issuer, the third-party payment processing vendor(s) and/or applicable third-party providers.
Payment Obligations.
You agree that you are responsible for all amounts that accrue under your account(s) with Company, the third-party payment processing vendor(s) and/or other third parties on or through the Site and/or the App. You also agree to be responsible for all payments, bank charges, fines, penalties and other liabilities incurred by any such person or entity that arises out of or relates to payments that you authorize or accept on or through the Site and/or the App, including, without limitation, all fees, penalties, taxes and duties; and to be responsible for all expenses (including costs and reasonable outside attorney fees) and interest incurred by any such person or entity to collect any overdue amounts.
Waiver of Claims; Unauthorized Payments.
To the fullest extent permitted by applicable law, you agree to waive all claims against Company related to any unauthorized payments made on or through your account(s) with Company, Company’s third-party payment processing vendor(s), or any other third parties and/or any other person or entity, regardless of whether they are authorized or unauthorized. However, you may submit a claim of the unauthorized payment to Company, and Company will undertake a reasonable investigation as it sees fit under the circumstances of and, if Company deems appropriate, assist in correcting the alleged unauthorized payment, provided that such claim (“Unauthorized Payment Claim”) is received by Company within fifteen (15) days of the subject charge or payment. Each Unauthorized Payment Claim must be submitted to any one of the following:
By mail: Zenpatient, Inc., 730 Arizona Ave, Suite 245, Santa Monica, CA 90401, with a subject line of “Claim Concerning Unauthorized Petspan Payment.”
By e-mail: support@mypetspan.com, with a subject line of “Claim Concerning Unauthorized Petspan Payment.”
For each Unauthorized Payment Claim, please state “Claim Concerning Unauthorized Petspan Payment.” in the e-mail or letter subject line, and clearly state the following in the body:
i. The date and approximate time of the subject transaction;
ii. The services tendered or to be tendered under the subject transaction;
iii. The total monetary amount of the subject transaction;
iv. Whether the subject transaction was made on or though the Site;
v. Whether the subject transaction was made on or though the App and, if so, the version of the App;
vi. The parties to the subject transaction, including the buyer and seller;
vii. A detailed explanation for why you believe the charge or payment made under the subject transaction is unauthorized;
viii. The monetary amount of the subject transaction you believe is subject to a refund;
ix. Your name, street address, city, state, zip code and e-mail address; and
x. Whether you prefer to receive a response to your request by mail or e-mail.
If you send an Unauthorized Payment Claim by mail, then please do so by U.S. Certified Mail, Return Receipt Requested to allow for confirmation of mailing, delivery, and tracking. Company will not accept an Unauthorized Payment Claim via telephone or facsimile. Company is not responsible for any Unauthorized Payment Claim that is incomplete, incorrectly labeled, incorrectly sent or untimely.
Accurate Payment Information.
You represent and warrant to Company that any payment information you provide on or through the Site and/or the App is current, complete and accurate, and that you will promptly notify Company if your payment information has changed (such as a change in address or expiration date), if your payment method has been cancelled, or if you become aware of a breach of security.
Orders and Obligations.
You acknowledge and agree that Company’s obligation to provide any services, products, or Subscription benefits to you in connection with any of your purchases or orders (collectively, “Orders”) will only go into effect after Company has taken receipt of your Order, has processed the payment of your Order, and has sent you a purchase and Order confirmation via the email address associated with your User Account. If you have any subsequent questions in connection with your Order, please reference the Order number provided in the email confirmation for your Order.
Currency and Pricing Amounts.
Pricing for any services, products, and/or Subscriptions listed in United States Dollars denominations or currencies that are listed on the Site and/or the App are inclusive of any local taxes.
Final Sale.
All sales and payments made on, through or regarding the Site, the App and/or your User Account are final, and not subject to or eligible for a refund, except (A) as otherwise agreed to in this Agreement, or (B) as otherwise agreed to in writing by Company. We cannot accept returns of prescription products for reuse or resale, and all sales are final. However, if you believe we have made an error in the filling of your prescription, please message us through your account.
Refunds for Other Reasons:
In case you have booked a single Consultation, you are not entitled to a refund of the amount already paid for drop-in Consultation or a scheduled Consultation that is cancelled later than 30 minutes before the Consultation. You are also not entitled to a refund for a single Consultation that had to be cancelled by the Provider due to the absence of your pet, or for a single Consultation where the Provider was unable to prescribe a prescription medicine for your pet.
Last Modified. This Agreement was last modified on July 14, 2024.