1. Individual services
- Cancel 6+ hours before a scheduled visit: full refund or credit.
- Cancel within 6 hours: 50% refund; credit available at concierge discretion.
- Same-day cancellations: no refund, but we may issue a good-faith credit for extenuating circumstances.
2. Meet & Greets
Meet & Greet deposits are refundable up to 6 hours before the appointment. If we cannot match a suitable specialist within 14 days, the deposit is refunded in full.
3. PawPass memberships
- 7-day cooling-off refund from your first activation if no services have been consumed.
- Monthly plans: cancel anytime; you retain benefits through the current billing period.
- Annual plans: prorated refund of unused months, minus a $25 administration fee.
- Pauses are available for medical or travel reasons; contact BLU Concierge.
4. Service quality issues
If a visit does not meet our standard, contact BLU Concierge within 48 hours. We will investigate, offer a make-good visit, and — where warranted — issue a partial or full refund.
5. Chargebacks and disputes
We ask that you contact BLU Concierge before initiating a chargeback. Unresolved disputes may result in service suspension pending resolution.
6. How refunds are issued
Refunds are returned to the original payment method through Stripe. Bank processing times typically add 5–10 business days.
7. Contact
Refund requests: concierge@atlpetcarepartners.com.