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Thank you Shantal for following through with this - unfortunately I have not been able to resolve this and with both of us being disabled this is becoming quite stressful.
We had to take her to the vet yesterday as her vagina is inflamed and swollen. Now on antibiotics and pain relief. If there's no change then she'll need a urine sample taken and possibly a scan. I came on to your site which was recommended to me with the hopes of getting a response last week so we could avoid this turning into a serious situation.
Please advise how to go about getting a refund as it's been a week now without a response. Being disabled it's not easy for either of us to travel to the vets so I was hoping an online service would have been of some help. Thank you anyway for following through I look forward to receiving your response as to how to go about getting a refund.