Refund & Cancellation Policy

Mojoes Technologies Pvt Ltd

Effective Date: 21 November 2025

Last Updated: 21 November 2025

1. Introduction

This Refund & Cancellation Policy (“Policy”) applies to all Pet Parents (Users) and Caregiver / Service Provider (Partner) using:

  • The Tails (Main User App for Pet Parents)
  • The Tails Caregiver ( Partner App for Caregivers/Service providers)
  • The Tails Website

By using the Platform, you agree to this Policy.

2. The Tails(Main User App for Pet Parents)

2.1 Booking Cancellations by Pet Parents

Pet Parents may cancel appointments at any time; however:

  • Refunds are not provided for cancellations made by the Pet Parents.
  • Caregivers/Service Providers may have their own cancellation rules.
  • If a Caregiver/Service Provider agrees to refund due to special cases, the refund is processed to the original payment method.
2.2 Partner Cancellations / Service Not Provided

Pet Parents (Users) may receive a refund when:

  • The Caregiver/Service Provider cancels the booking
  • The Caregiver/Service Provider does not show up
  • The Service is incomplete and the Caregiver/Service Provider agrees
  • The payment was charged but the booking did not confirm

In these cases, the full booking amount will be refunded.

2.3 Duplicate / Incorrect Payments

If a Pet Parents (Users) is charged twice or faces a billing error:

  • The duplicate payment is fully refunded
  • Refund is initiated after verification
2.4 Mode of Refunds

Refunds will be processed to:

  • Original payment method (Card, UPI, Netbanking)
  • Or wallet reversal (if used)

Refund timelines depend on banks and payment gateways and may take 3–7 working days.

3. Caregiver App (Service Providers)

3.1 Subscription Fees
  • All subscription plans (Starter, Growth, Elite) are non-refundable.
  • Once a subscription is purchased, the Company does not issue refunds for:
  • Change of mind
  • Partial use
  • Non-use
  • Incorrect selection of plan
  • Auto-renewal already processed

Refunds may be considered only for:

  • Billing errors
  • Duplicate charges
  • Payment gateway mistakes

These are processed after verification.

3.2 Cancellation of Subscription

Caregivers / Service Providers may cancel their subscription at any time through the app.

  • Cancellation does not refund the current active subscription period
  • Cancellation only stops the next billing cycle
  • The Partner continues to have access until the existing plan expires
3.3 Payout / Wallet Issues

Refunds or adjustments may be made only when:

  • A payout fails due to system error
  • Earnings are incorrectly withheld
  • Duplicate payout occurred

The Company is not responsible for:

  • Incorrect bank details provided by the Partner
  • Bank delays
  • Partner mistakes in payout setup

4. Technical Errors

Refunds will be issued when:

  • Payment is deducted but booking does not complete
  • Subscription payment succeeds but plan not activated
  • App system error causes incorrect charges

Pet Parents (Users) / Caregivers / Service Providers (Partners) must report such issues within 48 hours for faster resolution.

4.1 Payment Gateway Handling (Razorpay)

All online payments made through the Platform are processed securely by Razorpay, our authorized payment gateway provider.

Razorpay collects, processes, and stores payment information such as card details, UPI data, and bank information as per their own Privacy Policy.

Mojoes Technologies Pvt Ltd does not collect, store, or have access to sensitive payment details. Refund timelines and settlement delays are subject to Razorpay’s internal processes and bank policies.

5. Non-Refundable Situations

No refunds will be issued for:

  • Change of mind
  • Pet behavior problems
  • Miscommunication between Pet Parents (Users) and Partner
  • Poor service experience
  • Late arrival of Pet Parents (Users) or Partner
  • Disputes related to pet handling
  • Personal dissatisfaction without valid service failure
  • Incorrect selections made by Pet Parents (Users) or Caregivers / Service Providers
  • Services fulfilled completely
  • Expired promotional discounts

All service quality issues must be resolved directly between Pet Parents (Users) and Partner.

6. Refund Timelines

Once approved:

  • Online payments : 3–7 working days
  • Wallet : Immediate
  • Bank payout corrections : 3–5 working days

Timelines may vary depending on:

  • Banks
  • Payment gateways
  • Partner account details

7. Liability of the Company

Mojoes Technologies Pvt Ltd is a technology platform only. We do not provide pet services and are not responsible for:

  • Pet injury, illness, loss, or death
  • Partner misconduct or negligence
  • Service quality
  • Pricing disputes
  • Caregiver/Service Provider behavior
  • Pet Parent behavior
  • Any service outcomes

Refunds apply only to platform-related billing issues, not service results.

Our liability is limited strictly to Platform-related billing issues and does not extend to service outcomes, pet-related incidents, or actions of third-party service providers or users.

8. Contact for Refunds

For support:
support@thetails.in

For billing or refund queries:
contact@thetails.in