Refund Policy

Voyhound's services involve real work from the moment your deposit clears — vet coordination, regulatory research, carrier negotiation, document preparation. Refunds reflect how far that work has progressed when you cancel.

1. Refunds Before Work Starts

If you cancel within 48 hours of paying your deposit and before any substantive case work has begun, you receive a full refund of the deposit, minus payment processing fees.

2. Refunds After Work Has Begun, Before Booking

Once we have begun document preparation, vet coordination, or route engineering, but before any travel has been booked, you receive a partial refund based on documented hours of work invested. The retained portion typically falls in the range of 20% to 50% of the deposit.

3. Refunds After Travel Is Booked

Once travel is booked with carriers, ground transport, or quarantine facilities, deposits paid to those providers are non-refundable to Voyhound and therefore cannot be returned to you. Voyhound's own service fee may be partially refundable depending on how much of the engagement remains undelivered.

4. Refunds After Delivery

Once your dog has arrived at the destination and post-arrival services have been delivered, all fees are earned in full. No refunds are issued at this point. If you believe a service was not delivered to the standard promised, write to us and we will discuss in good faith.

5. Cancellation by Voyhound

We may cancel an engagement and issue a full refund of unearned fees if:

• You materially misrepresented your dog or your case in the intake.
• The regulatory or carrier landscape changes such that we can no longer deliver the case to our standard.
• A condition arises that compromises the dog's safety in transit.

6. Force Majeure

Events outside our reasonable control — including pandemics, embargoes, carrier collapses, war, or natural disaster — may delay or prevent delivery. In such cases, we will work with you in good faith to reschedule when possible, and refund unearned fees when not.

7. How to Request a Refund

Send a written cancellation request to hello@voyhound.com with your case reference. We respond within two business days with an itemized refund calculation. Approved refunds are issued via the original payment method, typically within 5 to 10 business days after agreement.

8. Disputes

If you disagree with our refund calculation, we will discuss in good faith before either party escalates. Disputes that cannot be resolved are handled per the dispute resolution clause in our Terms of Service.