Grievance redressal
Whether you run a clinic or pet business, work at one, or are a pet owner whose records are kept in TailBridge, this page explains how to raise a complaint, how quickly we respond and where you can go next.
Who can complain
Anyone affected by TailBridge: businesses that use it and their staff, pet owners whose data a business keeps in it, people who receive our WhatsApp messages, and visitors to this website. You can complain about the service, billing, a message you did not want, or how your personal data is handled.
How to raise a complaint
- Problems with the app: WhatsApp or email support@tailbridge.in, Monday to Saturday, 9 am to 7 pm.
- Billing and refunds: billing@tailbridge.in.
- Your personal data, or anything else: write to the Grievance Officer at grievance@tailbridge.in.
- Unwanted WhatsApp messages: reply STOP to the message. That stops them within one working day; you do not need to complain as well.
Please include your name, a phone number or email we can reach you on, the clinic or business involved if there is one, and what happened. We may ask you to confirm who you are before we discuss personal data. Complaining is free.
Grievance Officer
Grievance Officer
[Name], TailBridge
[Legal entity name]
[Registered address], Hyderabad, Telangana
grievance@tailbridge.in
Monday to Saturday, 9 am to 7 pm
The Grievance Officer also acts as our contact for questions about personal data under the Digital Personal Data Protection Act, 2023.
How quickly we respond
| Step | When |
|---|---|
| We acknowledge your complaint, with a reference number | Within 24 hours |
| We resolve it, or explain what we are doing and when it will be done | Within 15 days |
| Requests to see, correct or erase your personal data | Within 30 days, and never later than the 90 days the DPDP Rules allow |
| A problem that stops a clinic working | A first reply within 2 business hours |
If you are not satisfied
- About your personal data: once you have used our process, you can complain to the Data Protection Board of India.
- As a consumer: pet owners can contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint with the consumer commission at e-daakhil.nic.in.
- As a business customer: disputes follow the steps in our terms of service: talking first, then the courts at Hyderabad.
- About a payment: you can also raise it with your bank or with Razorpay.
Complaints about a clinic
Each clinic, groomer or pet store decides what it records about you, what it charges and how it treats your pet. Questions about treatment, fees or a clinic’s own refunds are best raised with the business first. If it does not respond, tell us: we will pass your complaint on and, where it concerns your personal data, make sure it is answered.