Cancellation Policy

1. Order Cancellation Before Dispatch

Customers may request cancellation of an order before it has been packed or dispatched. To improve the likelihood of approval, cancellation requests should be sent as early as possible and preferably within 12 hours of placing the order.

If the order has not entered dispatch processing, Petnexo will confirm cancellation and arrange refund processing to the original payment method.

2. Orders Already Dispatched

Once an order has been dispatched to the courier partner, it cannot be cancelled as a pre-shipment cancellation. In such cases, the order may only be considered under the Refund Policy if the product is eligible for return after delivery.

3. Service and Registration Cancellation

• Pet microchip registration requests may be cancelled only before the registration has been processed or activated.
• GPS activation requests, digital provisioning, or service configuration requests may not be cancellable once initiated.
• Lost pet assistance, identification campaigns, or other operational services are non-cancellable once work has started, materials have been prepared, or outreach has commenced.

4. Cancellation Procedure

• Email support@infoston.com or call +91-8610756675 with the order number and cancellation request.
• Use the same email address or phone number used for placing the order wherever possible to speed up verification.
• Cancellation is not complete until confirmed by Petnexo.

5. Refunds Following Cancellation

If a cancellation request is approved before dispatch or before service activation, any applicable refund will be processed to the original payment method subject to payment gateway and banking timelines.

6. Replacement for Defective Products

Cancellation is not the correct process for defective, damaged, or wrongly supplied products received after delivery. In such cases, contact Petnexo within 48 hours of delivery. After verification, we may offer a replacement, repair support, or refund under the Refund Policy.