Cancellation and refund policy

How the service is delivered

TailBridge is software used online. Nothing is shipped. Access starts when we set up your account, usually within one working day of your order, and our team installs it on your devices during the setup visit. Invoices and receipts arrive by email and stay in the admin screen.

The pilot

Clinics in the Hyderabad pilot pay nothing for two months. We do not ask for card details, and nothing is charged automatically when the pilot ends. If you choose to continue, we agree a monthly fee with you in writing first.

Cancelling a subscription

• Fees are paid monthly in advance, plus GST, as set out in your order form.
• Cancel at any time from the admin screen or by writing to billing@tailbridge.in. Any standing instruction with our payment partner stops at the same time.
• The service runs to the end of the month you have paid for, and you are not charged again. We do not refund part of a month you have started.
• Your records stay available to export for 90 days after the service ends.

When we refund

• Charged twice, or charged the wrong amount: we refund the extra in full.
• Charged after you cancelled: we refund that charge in full.
• Money left your account but the payment failed: your bank or Razorpay normally reverses it automatically within 5 to 7 working days. If it has not arrived after that, tell us and we will chase it.
• We end the service for reasons that are not your fault: we refund the unused part of any month you have paid for.

Ask for a refund within 90 days of the charge. GST on a refunded amount is reversed with a credit note.

How refunds are paid

We confirm a refund within 2 working days of your request and pay it to the method you used: UPI, card or bank account. After we send it, banks usually take 5 to 7 working days to show it on your statement. We email you the refund reference so your bank can trace it.

Payments to clinics

When a pet owner pays a clinic, groomer or pet store through a TailBridge bill or payment link, the money goes to that business’s own account through Razorpay. TailBridge does not sell those services or products and never holds the money.

So the business decides refunds under its own policy. If you are a pet owner and want money back, ask the clinic or store first. When it agrees, it issues the refund from TailBridge and Razorpay returns it to the way you paid, usually within 5 to 7 working days. If a business does not respond, use our grievance process and we will help you reach it.

Questions and disputes