Refund Policy
We charge one fixed fee for honest advice. Here's how refunds work, in plain English.
Before your assessment is delivered
If you've paid but we haven't yet delivered your recommendation, you can cancel for a full refund. Email vera@vera-pets.co and we'll process it, usually within 5–10 business days to your original payment method via Stripe.
After your assessment is delivered
Our fee pays for professional advisory work. Once your recommendation has been prepared and delivered, the service has been performed, so we don't generally offer refunds simply because you disagree with the recommendation, including a recommendation not to insure.
That said, we will refund you in full if:
- we made a material error in your assessment (for example, we assessed the wrong breed or overlooked information you clearly provided), or
- we failed to deliver the service as described.
If something's wrong, tell us first
If your recommendation contains an error or you believe something was missed, contact us within 14 days of delivery. We'll review it, and where appropriate, correct the assessment or refund your fee.
What this policy doesn't cover
- Insurer decisions. We can't refund our fee because an insurer declines your application, applies exclusions, or changes its premiums. Those decisions belong to the insurer.
- Premiums or payments made to insurers. Those are governed by the insurer's own terms.
Your statutory rights
Nothing in this policy limits your rights under Singapore law, including the Consumer Protection (Fair Trading) Act 2003.
How to request a refund
Email vera@vera-pets.co with your name, the email used at checkout, and a short description of the issue. We'll respond within 3 business days.