Return and Refund Policy

1. What this policy covers

This policy applies to anything you buy directly from Meta Animals Technologies Corporation through the IAGD website or app: registry and certificate fees, pet identification cards, facility and directory listing fees, online veterinary consultations, training and other services, SDN dog food orders and prepaid food plans, and other physical products such as pet supplies.

It does not apply to an item sold by another member or another business through our marketplace. For those, the seller's own terms apply. If a marketplace seller will not deal with you fairly, report it to us at support@iagd.pet and we will act on the listing.

Nothing here removes a right you have under the Consumer Act of the Philippines (Republic Act No. 7394) or any other law that cannot be set aside by agreement.

2. Cancelling before we start work

You can cancel and get a full refund at any time before we start producing or delivering what you bought. In practice that means:

• A certificate or pet identification card that has not yet been generated or printed.
• A physical order that has not yet been dispatched.
• A consultation or appointment cancelled at least 24 hours before the scheduled time.
• A listing fee where the listing has not yet been published.

Email support@iagd.pet with your invoice or order number to cancel.

3. Physical products

When you can return an item

You may return a physical product within 7 calendar days of delivery if it is:

• Damaged in transit.
• Not the item, size, flavour, or quantity you ordered.
• Incomplete, with part of the order missing.
• Defective.

Check your order on delivery and report a problem within that window. Photographs of the item and of the packaging help us resolve it faster, and are required for a damage claim.

What we cannot accept back

• Opened pet food, treats, supplements, shampoos, and other consumables, unless the item is defective, spoiled, or was the wrong item. This is a food-safety limit, not a preference.
• Items damaged after delivery by mishandling, incorrect storage, or pest exposure.
• Items returned without their original packaging where the packaging affects resale.
• Items returned after the 7 day window has closed.
• Products made or personalised to your specification, unless they are faulty.

Who pays return shipping

• If the fault is ours, we pay. We will arrange collection or reimburse the shipping cost you paid, on presentation of the receipt.
• If you changed your mind and we agree to accept the return, you pay the return shipping.

Replacement or refund

For an accepted return you may choose a replacement, a store credit, or a refund of the amount paid for that item. Where the whole order was wrong or undelivered, the delivery charge is refunded too.

4. SDN dog food orders and deliveries

SDN orders are delivered by our own team on the route day for your area, not by a courier, so the terms below apply to them instead of the general shipping terms in section 3.

Before the order is packed

• Cancel or change an order at no charge any time before it is packed for your route day. Email support@iagd.pet with the order number.
• Once the order is on the vehicle we cannot change it. You can still refuse it at the door, and a refused order that has not been opened is refunded in full.

Delivery attempts

• We deliver on the route day for your area. We contact you beforehand with the day, and you do not need to be home for a whole window.
• If nobody can receive the order, we attempt it once more on the next route day for your area at no charge.
• If the second attempt also fails, we hold the order for collection by arrangement. A further attempt, or a delivery outside our route for your area, may carry a fee, which we quote before we go and never add after the fact.
• If we cannot deliver at all, for example your address is outside the areas we serve, the order is refunded in full including any delivery charge.

Food that arrives in poor condition

• Report torn packaging, wet or mouldy food, an off smell, or a date problem on the day of delivery or by the end of the next business day, with photographs.
• We replace the affected bags on the next route day at no charge, or refund them, whichever you prefer. We do not ask you to return spoiled food.
• Food stored in the sun, in a damp place, or left open after delivery is not covered. Store it sealed, cool, and dry.

Wrong pack size for your dog

The order page sizes the order from the weight you enter. If the weight was wrong and the pack does not suit your dog, tell us and we will correct the size once at no charge on your next delivery, as long as the bags are unopened. You pay the difference if the correct size costs more, and we refund the difference if it costs less. Opened bags cannot be exchanged.

Cash on delivery

A cash-on-delivery order is not paid until the delivery happens, so there is nothing to refund if you cancel or refuse it. Repeated refusals of cash-on-delivery orders may mean we ask for online payment in advance next time.

5. Registry records, certificates, and identification cards

A registry or certificate fee pays for the checking, issuing, and record-keeping work. Once that work is done it cannot be returned to us, which is why the window closes at issuance.

6. Veterinary consultations and other appointments

• Cancelled more than 24 hours before the scheduled time: full refund.
• Cancelled less than 24 hours before: rescheduled once at no charge, or 50 percent refunded.
• You do not attend and do not tell us: no refund.
• The veterinarian does not attend, or we cancel: full refund, or a rescheduled appointment if you prefer.
• The session could not proceed because of a technical fault on our side: rescheduled at no charge, or refunded.

A completed consultation is not refundable on the ground that you disagree with the advice given. If you believe the care fell below a professional standard, raise it under our Dispute Resolution Policy and we will review it.

7. Listings and prepaid plans

Listing fees

A listing fee is refundable in full until the listing is published. After publication it is not refundable, because the placement has been provided.

Prepaid food plans

A prepaid plan pays in advance for a set number of monthly deliveries. If you stop it partway:

• Deliveries you have not received are refunded. We work out what you paid, deduct the deliveries already made at the price of the shorter plan you effectively took, and refund the rest. A discount that came with a longer commitment is recalculated, so you keep the value of the food you have not had.
• A delivery already made is not refundable except under the food terms in section 4.
• Pausing costs nothing. Tell us before your route day and we move the delivery instead of cancelling the plan.
• If we stop being able to supply your recipe or serve your area, we refund every undelivered delivery in full and tell you before the next one is due.
• If your dog's requirement changes and the plan needs resizing, we adjust the remaining deliveries and settle the difference either way. We do not make you cancel and start again.

Prices are fixed for the deliveries you have already paid for. A price change only affects a plan you buy after it takes effect.

8. Duplicate, incorrect, and unauthorised charges

• Charged twice for the same order: we refund the duplicate in full as soon as we confirm it, without requiring a return.
• Charged an amount that does not match the checkout total: we refund the difference.
• Charged for something you never ordered: tell us immediately. We refund in full and, if a card was used without your permission, we will help you report it to your bank.
• Payment deducted but the order did not appear: send us the reference number. If the payment cleared to us we will release the order or refund it.

9. How to ask for a refund

Email support@iagd.pet with:

• Your name and the email address on the account.
• The invoice number, order number, or the reference from your payment receipt.
• What went wrong, in one or two sentences.
• Photographs, for a damaged, spoiled, or wrong physical item.
• The sales invoice or official receipt, if one was issued to you.

You can also raise it from the support section of the IAGD app, which reaches the same queue.

10. How long it takes

Refunds go back to the payment method you used. If that method can no longer receive a refund, for example a closed card, we will arrange a bank transfer to an account in your name.

A refund covers the full amount you paid for the refunded item, including the value-added tax charged on it.

The last leg of the timing is with your bank or wallet provider, not with us. We will give you the refund reference so you can follow it up with them.

11. Talk to us before filing a chargeback

If something is wrong with an order, contact us first. We can usually resolve it faster than a chargeback, and a chargeback filed while we are already refunding can result in the amount being held twice and taking longer to reach you. Our escalation route, if you are not satisfied with our answer, is set out in the Dispute Resolution Policy.

This does not remove your right to dispute a charge with your card issuer or bank.

12. Contact

Meta Animals Technologies Corporation
1016A 10th Street, San Martin, San Isidro, Angono, Rizal 1930, Philippines
support@iagd.pet

Monday to Friday, 9:00 AM to 6:00 PM (Philippine Standard Time), excluding Philippine public holidays.