Refund Policy

Last updated: 12 February 2025

This Refund Policy outlines the terms and conditions under which Ceronaa ("we", "our", "us") provides refunds, cancellations, and service credits. By booking our services, you agree to the terms described below.

1. Cancellation Policy

We understand that plans may change. Our cancellation terms are designed to be fair while ensuring operational stability.

  • Cancellations made 24 hours or more before the scheduled service: Full refund of the service fee.
  • Cancellations made less than 24 hours before the scheduled service: 50% of the service fee will be charged.
  • No-shows or failure to provide access to the property: 100% of the service fee will be charged.

Cancellation requests must be submitted via email or telephone confirmation. The time of cancellation will be determined based on when we receive your communication.

2. Early Termination of Ongoing Services

For recurring or extended care services, clients may terminate the agreement by providing at least 48 hours’ notice. Any services already performed will be charged in full. Prepaid unused services may be refunded at our discretion.

3. Service Issues and Complaints

Your satisfaction is important to us. If you are dissatisfied with any aspect of our service, you must notify us within 48 hours of the completed service.

Upon receiving your complaint, we will:

  • Review the details of the service provided
  • Consult the assigned staff member if necessary
  • Assess any supporting evidence provided

Where appropriate, we may offer:

  • A partial refund
  • A service credit for future bookings
  • A complimentary repeat visit (where suitable)

Refunds or credits are issued at our reasonable discretion after reviewing the circumstances.

4. Situations Where Refunds May Not Be Issued

Refunds will generally not be provided in the following situations:

  • Failure to provide accurate or complete pet care instructions
  • Undisclosed medical or behavioural issues
  • External events beyond our control (e.g., severe weather, emergencies)
  • Client dissatisfaction not related to service quality

5. Emergency Cancellations by Ceronaa

In rare circumstances, we may need to cancel a service due to staff illness, emergencies, or unforeseen events. In such cases, we will:

  • Provide as much notice as possible
  • Offer a rescheduled appointment where feasible
  • Issue a full refund if rescheduling is not possible

6. Processing Time for Refunds

Approved refunds are processed within 5–10 working days to the original payment method. Processing times may vary depending on your bank or payment provider.

7. Payment Disputes and Chargebacks

If you initiate a chargeback without contacting us first, we reserve the right to dispute the claim and provide evidence of service delivery. We encourage clients to contact us directly to resolve any issues promptly and fairly.

8. Consumer Rights

Nothing in this Refund Policy affects your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015.

9. Changes to This Refund Policy

We reserve the right to update this Refund Policy at any time. Updates will be posted on this page with a revised "Last updated" date.

10. Contact Information

If you have questions about cancellations or refunds, please contact us:

Ceronaa
148 Trongate, Glasgow G1 5EN, United Kingdom
Email: [email protected]
Phone: +44 078 2306 2057

We aim to handle all refund requests fairly, transparently, and in accordance with UK law.