Refund and Cancellation Policy

Last updated: June 22, 2026

CoverVet Inc. (“CoverVet”) operates a marketplace for veterinary relief shifts. This Policy describes when refunds are available, the amounts due, and the procedures for hospital cancellations, practitioner cancellations, and post-shift disputes. This Policy is incorporated by reference into our Terms of Service.

1. Hospital cancellations of a confirmed shift

Hospitals may cancel a confirmed shift through the platform at any time before shift start. The refund amount returned to the hospital depends on how much advance notice the cancellation provides:

The platform fee (15% of the practitioner’s rate) is included in the refund proportionally; the non-refunded portion compensates the practitioner for the canceled commitment. Refunds are issued to the original payment method through Stripe and typically appear within five to ten business days.

2. Extreme weather and other extraordinary circumstances

Cancellations driven by extreme weather, declared emergencies, or other extraordinary circumstances beyond the parties’ control are handled by CoverVet support on a case-by-case basis. To request case-by-case treatment, contact hello@cover.vet with documentation. Standard refund tiers above otherwise apply.

3. Practitioner cancellations of a confirmed shift

When a practitioner cancels a confirmed shift, the hospital receives a full refund of the shift price including the platform fee. The practitioner is asked to provide a reason category (medical emergency, extreme weather, or other) for record-keeping. Cancellations attributed to non-extraordinary reasons may count toward CoverVet’s reliability metrics, which can result in temporary practitioner account pauses to maintain hospital confidence.

4. Post-shift disputes

Either party may submit a dispute regarding a completed shift within twenty-four (24) hours of the marked completion time. Disputes are reviewed by CoverVet support and may result in adjustments to the practitioner payout, the hospital charge, or both. CoverVet’s resolution decisions are final for purposes of the marketplace; nothing in this Policy limits a party’s independent legal rights.

5. Payment processing failures

If a hospital’s scheduled payment fails, CoverVet will retry and notify the hospital. If payment cannot be successfully completed before the shift, the shift may be canceled at no further cost to either party. The practitioner is not paid for a shift that did not occur because of payment failure outside their control; CoverVet may compensate the practitioner at our discretion for documented preparation time.

6. Platform fees on refunded transactions

When a refund is issued to a hospital, the platform fee is refunded proportionally as set forth above. CoverVet does not retain platform fees on transactions that are fully refunded under this Policy.

7. Practitioner payouts

Practitioner payouts are issued via Stripe Connect approximately one to two business days after a shift is marked complete by both parties (or, if the hospital does not mark it complete within forty-eight (48) hours of shift end, automatically at that deadline barring an open dispute).

8. How to request a refund or open a dispute

Hospital cancellations and refunds can be initiated directly from the shift detail page within the platform. Practitioner cancellations are likewise self-service. To open a post-shift dispute or escalate a refund question, contact hello@cover.vet or use the in-app Support channel.

9. Changes to this Policy

We may update this Policy from time to time. Material changes are communicated by email and in-app notice no fewer than thirty (30) days before they take effect.

10. Contact

Questions can be directed to hello@cover.vet.