Legal
Refund Policy
Last updated: 1 May 2025
We stand behind our platform. If something isn't right, here's how we handle refund and cancellation requests.
Overview
Canisvilla offers subscriptions for partner businesses (vets, groomers, trainers, and vendors). We want you to be satisfied with your subscription, and we aim to make our refund process straightforward and fair. This policy applies to all paid plans on the Canisvilla platform.
Refund Eligibility
| Scenario | Refund eligible |
|---|---|
| First-time subscription, cancelled within 7 days | |
| Annual subscription, cancelled within 14 days of renewal | |
| Monthly subscription mid-cycle cancellation | |
| Subscription cancelled after refund window | |
| Account suspended for Terms of Service violations | |
| Partial use of a billing period | |
| Technical error or duplicate charge |
Refund Windows
New subscriptions — 7-day money-back guarantee
If you subscribe to a Canisvilla professional plan for the first time and are not satisfied, you may request a full refund within 7 days of your initial payment. No questions asked.
Annual plan renewals — 14-day window
For annual plan renewals, you may request a refund within 14 days of the renewal charge if you no longer wish to continue. The refund will be prorated based on unused months.
Monthly subscriptions
Monthly subscriptions are non-refundable once the billing period begins. You can cancel at any time to prevent future charges; your access continues until the end of the current period.
Billing errors and duplicate charges
If you were charged in error — such as a duplicate payment or an incorrect amount — please contact us within 30 days and we will investigate and issue a full refund if the error is confirmed.
How to Request a Refund
- Email refunds@canisvilla.com with the subject line "Refund Request"
- Include your registered email address and the date of the charge
- Briefly describe the reason for your refund request
- Our team will respond within 2 business days to confirm receipt
- Approved refunds are processed within 5–10 business days to your original payment method
Processing & Timelines
Review
We aim to review all refund requests within 2 business days of receipt.
Approval
You will be notified by email once your refund request is approved or if we need additional information.
Credit timeline
Approved refunds are returned to your original payment method (card or mobile money) within 5–10 business days. Processing times may vary by bank or payment provider.
Non-Refundable Items
- Monthly subscription fees after the billing period has started
- Subscription fees for accounts suspended due to Terms of Service violations
- Any third-party fees or transaction charges applied by payment providers
- Promotional or discounted plan fees unless otherwise stated in the offer
- Services rendered by partner businesses listed on the platform
Cancellations
You can cancel your subscription at any time from your partner dashboard under Subscription Settings. Cancellation is effective at the end of the current billing period — you will not be charged again. Your partner listing and features remain active until the period ends. Cancelling does not automatically trigger a refund; please submit a refund request separately if you believe you are eligible.
Disputes
If you are not satisfied with our response to a refund request, please email legal@canisvilla.com and we will escalate your case for review. We are committed to resolving disputes fairly and promptly. As a last resort, disputes are subject to the laws and jurisdiction of Global as outlined in our Terms of Service.
Policy Changes
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. If you have an active subscription, we will notify you of material changes at least 14 days in advance.
Contact
For refund requests and billing questions, contact us at refunds@canisvilla.com.