Cancellation, Refund & Return Policy

1. About this policy

This policy explains how you can cancel an order, and how returns, replacements and refunds work for Tail-O products bought from tail-o.app or the Tail-O app: the Tail-O Pendant and the Tail-O Pendant + Collar. It is provided by Tail-O Petcare & Technologies LLP (“Tail-O”, “we”, “us”).

It should be read together with our Terms & Conditions and Privacy Policy. Nothing in this policy limits your rights under applicable Indian consumer protection law (see section 11).

2. Reservations

Where you reserve a product and nothing is charged at the time of reservation, you can cancel the reservation at any time before payment, free of charge, by writing to info@tail-o.app.

3. Cancelling before your order ships

Tail-O tags are shipped blank: no pet or Tail-O ID is linked to a tag until you activate it yourself, by scanning it with your phone camera and following the steps included with your order. Until your order has been shipped, you can ordinarily cancel it. Whether a particular order can still be cancelled depends on how far it has been processed, so please write to us as early as possible.

If your cancellation is accepted, we refund the full amount you paid, including any delivery charge, as described in section 9.

4. After your order ships, and activated tags

Once your order has been shipped, it can no longer be cancelled. If you change your mind after that, you can still return a tag that has not been activated, at your own cost, as explained in section 5. Once a tag has been activated and linked to a pet, it cannot be cancelled or returned because you have changed your mind.

This does not affect your right to a return, replacement or refund for any of the reasons in section 6, or any right you have under applicable law.

5. Change of mind: returning an unactivated tag

• Write to info@tail-o.app first, with your order details, before sending anything back. We will confirm where to send it.
• Return shipping is arranged and paid by you. If you prefer us to arrange a pickup, we will tell you its cost beforehand, and it will be deducted from your refund.
• When we receive the tag and confirm it has not been activated, we refund the price you paid for it, as described in section 9.
• A tag that has been activated and linked to a pet cannot be returned for a change of mind.

This section is only about changing your mind. If a tag does not scan, is defective, is the wrong size or is not what you ordered, section 6 applies and Tail-O pays the shipping.

6. When you can ask for a return or replacement

You can raise a return or replacement request if:

• The QR code does not scan: the tag fails to open your pet's Tail-O ID when scanned with an ordinary phone camera.
• There is a manufacturing defect: for example a faulty clasp, a cracked or peeling tag, or defective stitching or hardware.
• The wrong collar size was supplied: the collar you received is not the size you ordered.
• The product is materially incorrect or misdescribed: what you received is materially different from what you ordered or from how it was described.

7. Time limit for requests

Please raise your request within seven (7) calendar days of delivery, so that we can check and resolve it quickly. This time limit is subject to your rights under applicable law: if the law gives you a longer period or a further remedy (for example, for a defect that could not reasonably have been noticed within seven days), we will honour it.

8. How to raise a request

Email info@tail-o.app with the subject “Cancellation” or “Return / Replacement”, and include:

1. your name, and the email address or phone number used for the order;
2. your order or reservation details, and the date you received the product;
3. what is wrong, and whether you would prefer a replacement or a refund;
4. photos or a short video showing the issue. For a QR scanning failure, a short video of the scan attempt helps; for a sizing issue, a photo of the collar's size label; for a wrong or misdescribed product, a photo of what you received and its packaging.

We will acknowledge your request, review the information, and tell you the outcome and the next steps. Where it helps us to resolve the issue, we may ask for more detail or for the item to be sent back. If possible, please keep the item and its packaging until your request is resolved.

9. Replacements and refunds

If your return or replacement request is accepted, we will, as appropriate to the issue and your preference, send a replacement (for a size issue, the correct size) or refund you. If a suitable replacement is not available, we will refund you.

Refunds go to your original payment method within ten (10) working days of your cancellation or request being approved (for a change-of-mind return, once we have received the tag and confirmed it has not been activated). For a cancellation, or for any of the reasons in section 6, the refund includes any delivery charge you paid. For a change-of-mind return, the refund covers the price of the returned tag, less the cost of any pickup you asked us to arrange (see section 5). Your bank or payment provider may take a few additional days to show the refund in your account.

10. Shipping costs

For an accepted return or replacement under section 6, Tail-O pays the shipping both ways. We will either arrange a pickup or reimburse the reasonable cost of sending the item back to us on proof of postage, and any replacement is shipped to you free of charge.

For a change-of-mind return of an unactivated tag (section 5), you pay the cost of sending it back to us.

11. Your rights under consumer law

This policy is in addition to, and does not exclude or limit, any rights and remedies you have under applicable Indian law, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Where the law gives you a greater right or remedy than this policy, the law applies.

If you are not satisfied with how we have handled your request, please write to us at info@tail-o.app and we will review it. You can also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in.

12. Products bought from retail partners

If you bought your Tail-O product from a pharmacy, vet, groomer or other retail partner, you can contact that partner or write to us at info@tail-o.app. For a QR scanning failure or a manufacturing defect, we will help you whichever way you bought it.

13. Changes to this policy

We may update this policy from time to time. The version that applies to your order is the one published on this page when you placed it, and the date below shows when it was last updated.

14. Contact

For cancellations, returns, replacements and refunds, please contact: