Plans change and pets have off days. This page sets out exactly what you get back when a booking is cancelled, so there are no surprises either way. These are the rules the app actually applies — not an aspiration.
If you cancel
- More than 24 hours before the appointment — full refund. Everything you paid, including tax and any travel fee.
- Within 24 hours of the appointment — 50% refund. By this point the provider has set aside the slot and turned other work away, and in most cases is already planning their route.
- After the appointment time has passed — no refund.
If you have not paid yet, cancelling costs you nothing at any point — there is simply nothing to refund.
If we or the provider cancel
You get everything back, always. If a groomer falls ill, a vet is held up, or we cancel for any reason of our own, you receive a full refund regardless of timing. You are never out of pocket for a booking you did not cancel.
If something goes wrong during the service
Tell us within 48 hours at support@mugoo.in with the booking reference and, where it helps, a photo. We will look into it with the provider and decide a full refund, a partial refund or a free repeat visit depending on what happened. We would rather fix it than argue about it.
Recurring plans
A weekly or monthly plan is a standing arrangement, not a prepaid package. You pay for each visit as it happens, nothing is charged automatically, and no card is stored.
- You can skip a week, pause, or stop the plan at any time
- Stopping a plan cancels the visits still to come and costs nothing
- Visits already completed are not refunded
- An individual visit on a plan follows the ordinary rules above
Vet consultations
A home-visit vet bills after the consultation, based on what was actually done. There is no advance payment to refund. If the doctor cannot attend, nothing is charged.
How to cancel
- Open the booking in the Mugoo app and tap Cancel booking
- The app tells you what you will get back before you confirm
- If you cannot reach the app, email support@mugoo.in — the time we receive your email is the time we use
How long a refund takes
We start the refund as soon as the cancellation is confirmed. The money reaches you in 5 to 7 working days, depending on your bank or card issuer — that part is outside our control. Refunds go back to the method you paid with. We cannot redirect a refund to a different card or account.
If a refund has not arrived after 7 working days, email support@mugoo.in with your booking reference and we will chase it.
Questions
Email support@mugoo.in. Muvelan Ventures Private Limited, Coimbatore, Tamil Nadu, India.