Refund Policy

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

This policy explains when All Tails issues refunds, how they're processed, and what happens to the personal data attached to a refunded booking. Read together with our Cancellation Policy and Privacy Policy.

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You may be eligible for a full or partial refund if:

• You cancel a prepaid booking before the cancellation cut-off (see Cancellation Policy)
• All Tails is unable to deliver the confirmed service (no team available, area outside coverage, etc.)
• The service was materially defective and we cannot make it right
• A duplicate or erroneous charge occurred

You will generally not be eligible for a refund if:

• You cancel after the cancellation cut-off (a cancellation fee applies — see Cancellation Policy)
• The service was delivered as booked and a stylistic preference is in dispute
• You're a no-show

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Contact our team within 7 days of the booking date:

• WhatsApp: +91 97178 78052
• Email: hello@alltails.in

When you raise a refund request, you must share supporting evidence so we can review it fairly and quickly. Depending on the reason for the request, evidence may include:

• Clear photos or short videos showing the issue with the grooming outcome (e.g., uneven cut, missed areas, visible irritation that wasn't there before the service)
• A description of what went wrong, ideally with the date, time, and groomer name
• Screenshots of the payment, order confirmation, or any messages relevant to the dispute (for duplicate-charge or failed-payment cases)
• Any communication you've already had with our customer-care team about the issue

We may ask follow-up questions, request additional photos, or arrange a quick call before we decide. Refund requests without supporting evidence may be delayed or refused.

We will acknowledge your request within 2 working days and decide within 7 working days of receiving complete evidence.

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If approved:

• Razorpay payments (UPI, card, wallet, net-banking): refunded to the original payment source via Razorpay. Processing time is typically 5–7 business days, dictated by your bank or card issuer.
• Cash payments made on-site to the groomer: since the original payment did not flow through Razorpay, the refund cannot be reversed automatically. Instead, our customer-care team will request your bank account details or UPI ID over a verified channel (WhatsApp from your registered phone number or email from your registered email) and initiate a manual transfer to that account. Please share these details only on the channels we ask you to use, and double-check the bank/UPI handle before sending — we are not responsible for refunds sent to incorrect details that you provided.

We'll send you a confirmation when the refund is initiated. For Razorpay refunds, you will also receive a separate confirmation from Razorpay when the refund is credited to your account. For manual cash-refund transfers, we will share the UTR / reference number once the transfer is initiated from our end.

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We may offer a partial refund or service credit when:

• Part of the service was completed before an interruption
• A reasonable mid-service adjustment was made
• The dispute is genuine but doesn't warrant a full refund

You can choose between a partial refund and a full-value service credit (where credit is offered); credit is valid for 6 months from issue.

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If your payment was attempted but failed and your bank still shows the amount as debited, don't worry — this is usually a hold that auto-reverses within 5–7 business days. If it doesn't reverse, send us the transaction reference and we'll work with Razorpay to release it.

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When a booking is refunded:

• The booking record itself is kept for our accounting and tax obligations (typically 7 years under Indian law).
• Customer-identifying fields linked to that booking remain associated for as long as the standard retention period applies (see Privacy Policy §7).
• Uploaded photos and operational media follow their normal 90-day retention.
• If you also withdraw consent and ask for erasure, we will anonymise the customer link on the booking row while preserving the financial record (mandatory under tax law).

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We may refuse a refund if we have a reasonable basis to believe the request is fraudulent or in bad faith. If we refuse, we will give you the reason in writing and tell you how to escalate to our Grievance Officer.

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If you're not satisfied with our refund decision, contact our Grievance Officer (see Privacy Policy §11). Final escalation: consumer forum or Data Protection Board (for data-related concerns).

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