Refund & Cancellation Policy

1. 14-Day Money-Back Guarantee

At Oreo, we want you to be completely satisfied with our kennel management platform. If you subscribe to any paid plan (Monthly or Annual) and determine that the software does not meet your business requirements, you may request a 100% full refund within 14 calendar days of your initial purchase date.

2. How to Request a Refund

To initiate a refund under our 14-day money-back guarantee:

1. Send an email to oreo@bbaconsult.com with the subject line "Refund Request - [Your Business Name]".
2. Include your account email address and Paddle invoice or transaction number.
3. Our team will process the request with Paddle within 24 business hours. Refunds are credited back to your original payment method (Card or UPI) within 5 to 10 business days depending on your financial institution.

3. Subscription Cancellation

You may cancel your recurring subscription at any time with no penalties or cancellation fees:

• Self-Service: Navigate to Settings > Billing & Subscriptions inside the Oreo application and click Cancel Subscription.
• Assisted Cancellation: Alternatively, contact our support team at oreo@bbaconsult.com and we will cancel the recurring billing cycle on your behalf.
• Service Access Post-Cancellation: When you cancel, your account remains active with full functionality until the conclusion of your current paid billing cycle. You will not be charged again.

4. Seasonal Pause (Offseason Protection)

Because kennel and pet boarding volumes can fluctuate seasonally, Oreo offers a Seasonal Pause option:

• You can pause your active subscription for up to 3 consecutive months per calendar year.
• During a pause, your client database, pet vaccination vault, and historical invoice records are safely preserved at a subsidized data retention rate.
• You can unpause and resume full operational capacity at any time without data loss or setup fees.

5. Merchant of Record Processing

All transactions, chargebacks, and refund settlements are processed by our online reseller and Merchant of Record, Paddle.com Market Ltd. For billing disputes or payment transaction inquiries, you may also reach out directly to Paddle support via paddle.net.

6. Contact Support