This Payment & Refund Policy (“Policy”) explains how payments, cancellations, refunds, and disputes are handled on PawandTail.in (“Platform”, “We”, “Us”, “Our”). The Platform is a marketplace that facilitates bookings and payments between pet parents (“Users”) and independent pet care professionals (“Service Providers”).
1. Payments
- Users may pay for services or consultations through supported third-party payment gateways.
- We do not store card details; payment credentials are processed by the payment gateway.
- Prices, taxes (if applicable), and any platform fees (if applicable) will be shown before confirming payment.
2. Confirmation & Service Delivery
- Once payment is successful, you will receive a booking/consultation confirmation (on-screen and/or by email/SMS where enabled).
- Service delivery is the responsibility of the Service Provider.
- Paw & Tail does not provide the underlying pet care service and is not responsible for outcomes.
3. Cancellations
Cancellation eligibility depends on the service type, timing, and the Service Provider’s cancellation rules displayed on their profile or at the time of booking (where applicable).
- User cancellation: You may cancel before the scheduled time if cancellation is available for that booking type/provider.
- Provider cancellation: If the Service Provider cancels, you may be eligible for a full refund (subject to gateway processing).
- No-shows / late arrivals: May be treated as “completed” and may not be eligible for refunds, depending on provider rules.
4. Refunds
Refunds may be issued in the following scenarios (as applicable):
- Provider cancels a confirmed booking/consultation.
- Payment was deducted but booking was not confirmed (failed/duplicate transaction).
- Service could not be delivered due to verified technical issues on the Platform (case-by-case).
Important: Refund eligibility for dissatisfaction with service quality is handled primarily between the User and the Service Provider. Paw & Tail may assist with dispute communication, but does not guarantee outcomes.
5. Refund Processing Timelines
- Approved refunds are typically initiated within 3–7 business days.
- After initiation, banks/payment providers may take additional time to reflect the amount in your account (commonly 5–10 business days).
- Actual timelines vary by payment method, issuing bank, and payment gateway policies.
6. Failed, Pending, or Duplicate Transactions
- If your payment is failed but money is deducted, it is usually auto-reversed by the bank/gateway within their standard timeline.
- If a transaction is pending, please wait for the final status. If it remains unresolved, contact support with details.
- If you are charged twice for the same booking, we will verify and help initiate a refund for the duplicate charge.
7. Disputes & Chargebacks
- If you raise a chargeback with your bank, the booking may be paused/flagged during investigation.
- We may request additional documents or details to support investigation and resolution.
8. How to Request Support
Please email support with the following details to speed up resolution:
- Registered name and phone/email
- Booking ID / transaction reference
- Date/time of transaction
- Payment method used
- Issue description and screenshots (if available)
Support email: info@pawandtail.in
9. Changes to This Policy
We may update this Policy from time to time. Continued use of the Platform signifies your acceptance of the updated version.