Refund & Cancellation Policy

We want you and your pet to have the best experience possible. This policy outlines the conditions under which you may cancel appointments or request refunds for services booked through TailsAI.

1. Appointment Cancellations

You may cancel or reschedule a veterinary or grooming appointment free of charge up to 4 hours before the scheduled appointment time. Cancellations made within 4 hours of the appointment time may be subject to a cancellation fee or may be non-refundable, depending on the individual provider's policy.

2. Missed Appointments (No-Shows)

If you fail to attend a scheduled appointment without prior cancellation, no refund will be issued, and you may be charged the full amount of the consultation or service fee.

3. Marketplace Purchases

For physical products purchased through our Marketplace, you may request a return or refund within 7 days of delivery, provided the item is unused and in its original packaging. Please note that certain items, such as opened pet food or customized products, are non-refundable.

4. TailCoins Refunds

When you apply TailCoins at checkout, the coins are temporarily locked. They are permanently deducted only upon payment success. If your payment fails, or if an eligible order is canceled and refunded, your TailCoins will be unlocked and returned to your pet's balance.

5. How to Request a Refund

To request a refund for a canceled appointment or returned product, please contact us at help@thetailtribe.com with your booking or order ID. Approved refunds will be processed to the original payment method within 5-7 business days.