Legal
Communication Policy
What messages we send you, on which channels, and how you can opt out of each.
Effective date: 2026-05-30
Overview
Effective: 30 May 2026 (temporary version pending counsel review) Version: 1.0.0
This policy describes the messages All Tails sends you and your control over them. Read together with our Privacy Policy.
1. Categories of communication
We split everything we send you into four categories, with different rules for each:
A. Transactional (always on while you have an active booking)
These are messages directly tied to a service you booked. We cannot deliver the service without sending these.
- Booking confirmation
- Slot confirmation / rescheduling
- Payment confirmation, payment retry reminders
- "Team on the way" updates
- Delay updates (if the team is running late)
- Post-service care guidance
- Cancellation confirmations
- Refund confirmations
You cannot opt out of transactional messages for an active booking — they're part of the service. If you don't want to receive them, the alternative is not to book.
B. Service follow-ups (opt-out, on by default)
Light-touch reminders directly tied to your past service:
- Review request after a completed session
- Rebooking reminder (around the time your pet may need the next grooming)
- Periodic pet care tips relevant to your pet's breed and last service
Opt-out: reply STOP to any such message, or toggle off "Service follow-ups" on your Privacy & Data Rights page.
C. Marketing (opt-in, off by default)
Promotional messages — new services, seasonal offers, partnerships.
Opt-in: at the time of booking (the "Send me personalised offers and reminders" checkbox), or any time later via your Privacy & Data Rights page.
Opt-out: same page, or reply STOP.
D. Operational (between you and us, not automated)
Replies our team sends to messages you've sent us, customer-care follow-ups, problem resolution. These happen in the conversation you started.
2. Channels we use
| Channel | Transactional | Service follow-up | Marketing |
|---|---|---|---|
| Primary | Primary | With your opt-in | |
| SMS | Fallback | Rarely | With your opt-in |
| Phone call | Only when urgent | Rarely | Never |
| Rarely | Rarely | Never (today) |
WhatsApp messages are sent through Meta's WhatsApp Cloud API or Combirds, our backup gateway. SMS is sent through licensed Indian operators.
3. How to opt out
Three ways:
- Privacy & Data Rights page — per-channel and per-category toggles at /account/privacy.
- Reply STOP — to any of our messages. We'll opt you out of the corresponding category within 24 hours.
- Contact us — hello@alltails.in or +91 97178 78052 for case-by-case help.
Opt-outs apply to future messages. We won't be able to recall messages already in flight.
4. Frequency
We try not to overcommunicate.
- Transactional: as needed for your booking — typically 3–6 messages per booking
- Service follow-up: at most one per category (review, rebooking, care tip) per service cycle
- Marketing: capped at 2 per month
We monitor opt-out rates and dial back if we're being annoying.
5. What we won't do
- Sell or share your phone number with third-party marketers
- Send promotional messages without your opt-in
- Use auto-dial / robocall systems
- Send messages outside reasonable hours (8 AM – 9 PM IST) unless it's a same-day delay update on an active booking
6. Grievance
If you're getting messages you didn't sign up for, or our opt-out isn't working, contact our Grievance Officer (see Privacy Policy §11). We will respond within 30 days.
Document version: 1.0.0
Pranay Panwar
Grievance Officer / DPO · All Tails
Email: hello@alltails.in
Phone: +91 97178 78052
Response window: within 30 days
If your concern is not resolved within 30 days, you may escalate to the Data Protection Board of India.
Need help with a booking?
For booking, payment, cancellation, or refund questions, contact hello@alltails.in or WhatsApp +91 97178 78052.