We Are Here to Help You

Email: support@chescafe.com — our primary support channel for all account, technical, and billing queries. Include your registered email and a brief description of the issue for the fastest response.

In-app help: Use the "Get In Touch" button available within the platform to raise a support ticket directly from your active session.

Community: Post questions in the Chescafe Community to get answers from other pet owners and our moderation team for general platform guidance.

Our support team operates Monday through Saturday, 9:00 AM to 6:00 PM IST.

Requests received outside these hours will be acknowledged on the next available business day.

Emergency veterinary consultations are handled directly through the platform's on-call vet feature and are separate from the support team's scope.

General queries and account issues: first response within 24 business hours.

Billing and payment disputes: first response within 48 business hours.

Technical issues affecting platform access or consultation availability: prioritised response within 4 business hours during support hours.

We aim to fully resolve most issues within 3 to 5 business days. Complex or technical issues may take longer, and we will keep you updated throughout.

Account setup, login and authentication issues, and profile management.

Membership plan enquiries, billing questions, payment failures, and refund requests.

Technical issues with the platform including app behaviour, booking failures, and connectivity issues during consultations.

Questions about available services, features, and their availability in your region.

Feedback, suggestions, and reports of inappropriate content or behaviour on the platform.

Medical advice: our support team cannot provide veterinary diagnoses, treatment recommendations, or medical opinions of any kind. Please use the consultation booking feature to speak directly with a licensed veterinarian.

Third-party product support: queries about products purchased from third-party brands through the Chescafe Store should be directed to those brands directly.

Issues arising from user hardware, internet connectivity, or device software that are outside Chescafe's control.

If you are not satisfied with the initial support response, you may request escalation to a senior support lead by replying to your existing ticket with the subject prefix "ESCALATE:".

Escalated tickets are reviewed within 2 business days by a senior member of the support team.

For unresolved disputes or formal complaints, email support@chescafe.com with the subject line "FORMAL COMPLAINT" to initiate our formal complaints procedure. We will acknowledge receipt within 2 business days and provide a substantive response within 10 business days.

In the event of planned maintenance, we will provide advance notice via our official website and registered email addresses wherever possible.

For unexpected outages, we will communicate status updates through the same channels and work to restore service as quickly as possible.

Chescafe is not liable for service interruptions caused by third-party infrastructure providers, internet service outages, or force majeure events beyond our reasonable control.