Cancellation Policy

Effective: 30 May 2026 (temporary version pending counsel review) Version: 2.0.0

This policy describes when and how you can cancel a booking with All Tails. Read together with our Refund Policy.

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Free cancellation — anytime up to 24 hours before your slot start time. No fee. Full refund of any prepayment.

Late cancellation (less than 24 hours before slot start) — a ₹250 cancellation fee applies, deducted from any prepaid amount. This covers driver dispatch, slot blocking, and the missed opportunity for another customer.

No-show (no cancellation, team arrives, no one available) — the full booking amount is charged. We will document with a timestamped photo of the location and a call attempt log.

Mid-session cancellation (you ask us to stop the service after the team has started work) — you are liable for the full booking amount of the service tier booked. Where the team has clearly completed only a part of the service (for example, only the bath but not the haircut), our customer-care team may, at its discretion, agree a fair pro-rated charge in writing; otherwise the default is the full amount.

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We may cancel a booking, or stop a session that has already begun, if:

• Bad weather makes the visit unsafe
• A groomer is unavailable due to illness or emergency
• The pet's profile or location turns out to be incompatible with our service (we'll explain and refund in full)
• We have a reasonable concern about safety at the address
• The pet poses a safety risk to our team — for example, sustained aggression, biting, or behaviour that cannot be safely managed even after we attempt our standard calming protocol
• The customer, or another person at the service location, behaves abusively toward our team (verbally or physically), or asks our team to do something that is unsafe or outside the booked service

These last two grounds — pet aggression and abusive behaviour at the address — mirror the Acceptable Use rules in our Terms & Conditions §5. In such cases:

• If we cancel before the team has set up at the address, no fee is charged and any prepayment is refunded in full.
• If we stop after the team has set up or started work, we may charge a reasonable fee covering the trip and the time spent — typically the ₹250 late-cancellation fee plus any pro-rated amount for work actually completed. We will explain the charge in writing.

If we cancel for any other reason (weather, illness, area incompatibility, safety concern at the address that is not the customer's behaviour), you receive a full refund within 5–7 business days and we will offer reasonable alternative slots if you want to rebook.

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You can reschedule a booking instead of cancelling. The same time-window rules apply:

• More than 24 hours before slot — free reschedule
• Within 24 hours — same as a late cancellation; rescheduling counts as a new booking and the ₹250 fee applies

We will move the booking to the next available slot you choose, subject to capacity.

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Once the team is at your location, you can upgrade services subject to time and capacity (e.g., add a nail trim, tick treatment). Additional charges will be discussed and confirmed before the upgrade.

You can also downgrade at the team's discretion — for example, if the pet is too stressed for a full session. We'll bill only for the work completed.

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For bookings covering multiple pets, cancellation of any one pet's service follows the rules above for the portion being cancelled. We do not pro-rate the cancellation fee.

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Concerns about a cancellation decision — contact our Grievance Officer (see Privacy Policy §11).

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Last reviewed by counsel: Pending — temporary version published 30 May 2026 Document version: 2.0.0