Last updated: 04 Jul 2026
If you cancel a Palai subscription before it starts, you are eligible for a full refund of any amount paid. Once a subscription is active and services have begun, refunds for the remaining period are considered on a case-by-case basis, minus the value of services already delivered (as reflected in the Service Visit log for that subscription).
Animal purchases are generally final once payment is confirmed and the animal has changed ownership. If an animal is found to have a pre-existing health issue that was not disclosed and is confirmed by a veterinarian within 3 days of purchase, please contact us immediately — we will review the case and may offer a replacement or partial refund at our discretion.
If you accidentally pay more than the amount due on a subscription, the excess will be credited toward your next payment or refunded upon request.
To request a refund, please open a support ticket from your account (Support → New Ticket) or contact us via the Contact page, including your subscription or transaction reference. We aim to respond to all refund requests within 3-5 business days.
Approved refunds are issued via the same payment method used originally (bank transfer, JazzCash, or Easypaisa), unless otherwise agreed.