Cancellation & Refund Policy
 Last Updated: May 31, 2025

This Cancellation & Refund Policy (“Policy”) applies to all transactions conducted on the Snoutiq website and mobile application (“Snoutiq” or “Platform”), operated by Thinktail Global Pvt. Ltd. (“Thinktail,” “we,” “us,” or “our”). By purchasing products or booking services through Snoutiq, you (“Buyer,” “User,” or “you”) agree to the terms of this Policy. Sellers and Providers (collectively, “Sellers”) must comply with this Policy when fulfilling orders or appointments.

1. Scope & Definitions

  1. “Buyer”: Any Guest User or Registered User who purchases products (pet food, toys, medicines, supplies) or books services (veterinary consultations, grooming, training, boarding, etc.) on Snoutiq.
  2. “Seller” / “Provider”: Any registered individual or entity (veterinarian, clinic, groomer, trainer, or retail vendor) that lists products or services on Snoutiq.
  3. “Order”: A confirmed purchase request placed by a Buyer for physical products (to be shipped) or services (consultations, grooming, etc.).
  4. “Cancellation”: The act of terminating an Order before it is fulfilled (for products, before shipping; for services, before the scheduled appointment).
  5. “Refund”: Reimbursement of the purchase price (or a portion thereof) to the Buyer, after an approved cancellation or valid claim under this Policy.
  6. “Escrow”: Funds collected from the Buyer at the time of Order, held by Thinktail, and released to the Seller only upon confirmed fulfillment.
  7. “Fulfillment Confirmation”: For products, confirmation that the item has been handed to a courier partner; for services, confirmation that the scheduled appointment was completed.

2. Overview

  1. Applicability
    • This Policy governs:
      • All physical product Orders (pet food, toys, medicines, supplies).
      • All service Orders (veterinary consultations—video or in-person, grooming, training, boarding, and other pet-related services).
    • By placing an Order, Buyers acknowledge and accept the terms herein. Sellers must adhere to these rules when processing cancellations and refunds.
  2. Escrow & Payment Holds
    • When a Buyer places an Order, payment is collected and held in escrow by Thinktail.
    • Funds remain in escrow until:
      • Products: Seller confirms pickup by the courier partner.
      • Services: Provider confirms completion of the appointment.
    • If an Order is canceled according to this Policy, funds (or applicable portion) are returned to the Buyer in accordance with the timelines below.

3. Cancellation by Buyer

3.1. Product Orders

  1. Pre-Dispatch Cancellation
    • A Buyer may cancel a product Order any time before the Seller hands over the item to a third-party courier (e.g., Blinkit, Porter).
    • Upon cancellation, the Buyer is entitled to a full refund of the item price plus any shipping charges paid during checkout.
    • Sellers must initiate the refund within 24 hours of receiving the cancellation notice. Thinktail will process and credit the refund to the original payment method within 7–10 business days.
  2. Post-Dispatch Cancellation & Returns
    • Once a product has been handed to the courier, cancellation is treated as a Return.
    • Return Conditions:
      1. The item must be unused, in original packaging, with tags, and in resalable condition.
      2. Buyers must notify the Seller via in-App messaging or email ([email protected]) within 24 hours of delivery if they intend to return.
      3. The return shipping cost is borne by the Buyer unless the product was defective, damaged, or not as described.
    • Return Process:
      1. Buyer arranges pickup with the same courier partner (Seller may furnish a prepaid return shipping label if at fault).
      2. Upon receiving and inspecting the returned item, the Seller must mark “Return Received” on Snoutiq within 48 hours.
      3. If the item meets return conditions, Seller issues a full refund (product price only) within 24 hours of inspection; Thinktail processes the refund within 7–10 business days.
      4. If the item fails inspection (e.g., used, damaged by Buyer), Seller must notify Buyer within 24 hours, providing photographic evidence. In that case, Seller may refuse the return or negotiate a partial refund.
  3. Defective, Damaged, or Incorrect Items
    • If the Buyer receives a defective, damaged, or wrong product, they must:
      1. Notify the Seller and Thinktail Customer Support within 24 hours of delivery, providing photos or other evidence.
      2. The Seller must respond within 24 hours and arrange for a replacement or full refund (including shipping costs).
      3. If the Seller does not respond within 24 hours, the Buyer can escalate to Thinktail ([email protected]) for a decision.

3.2. Service Orders (Consultations, Grooming, Training, Boarding, etc.)

  1. Veterinary Consultations
    • Instant Video Consultations:
      • If the Buyer cancels before connecting to the Veterinarian (i.e., before the consultation begins), a full refund is issued.
      • If the Buyer disconnects or abandons the consultation after it has started, no refund is provided (considered as “Service Rendered”).
    • Scheduled Video/In-Person Consultations:
      • Cancellation > 2 hours before Appointment: Full refund.
      • Cancellation between 2 hours and Appointment Start Time: 50% refund.
      • No-Show or Cancellation within 30 minutes of Appointment: No refund.
  2. Grooming, Training, Boarding, and Other Pet Services
    • Cancellation timelines and penalties vary by Provider, but must adhere to these minimum standards:
      • Cancellation > 24 hours before Appointment: Full refund.
      • Cancellation between 2 and 24 hours before Appointment: 50% refund.
      • Cancellation within 2 hours or No-Show: No refund.
    • Providers must clearly display their cancellation windows and any additional fees at booking.
  3. Rescheduling
    • Buyers wishing to reschedule a service appointment must do so at least 2 hours before the scheduled time (for consultations) or 24 hours before (for grooming, boarding, or training) to avoid penalties.
    • Rescheduling within the penalty window (e.g., rescheduling a vet consultation 1 hour before) is treated as a Cancellation and incurs the same refund terms.
    • Providers must confirm rescheduling requests within 2 hours; failure to confirm entitles Buyer to a full refund.

4. Cancellation by Seller / Provider

  1. Seller-Initiated Cancellations
    • Products:
      • If a Seller cannot fulfill a product Order (e.g., out-of-stock, expired, legal restriction), the Seller must cancel the Order within 5 hours of confirmation (i.e., before shipping deadline).
      • Seller must notify the Buyer and Thinktail immediately.
      • Buyer receives a full refund (item price + shipping) within 7–10 business days.
    • Services:
      • If a Provider must cancel a scheduled appointment (e.g., emergency, technical issues), they must notify the Buyer at least 2 hours before the scheduled consultation time (for vet consults) or 24 hours before (for grooming, boarding, etc.).
      • Provider must offer the Buyer the choice of:
        • Rescheduling to a mutually convenient time (no additional charge).
        • Full refund of service fees.
  2. Late Cancellations by Provider
    • Veterinary Consultations: If a Provider cancels within 2 hours of a scheduled appointment without offering an immediate reschedule, the Buyer is entitled to a full refund.
    • Grooming, Training, Boarding: If a Provider cancels within 24 hours of the appointment without immediate alternatives, Buyer is entitled to a full refund.
    • If cancellation is due to Buyer fault (e.g., inappropriate information, breach of policy), Provider may report to Thinktail for dispute resolution; no automatic refund unless Thinktail directs otherwise.

5. Refund Processing

  1. Initiation & Timeline
    • Once a cancellation is approved (by Buyer, Seller, or Thinktail), the Seller marks the Order as “Cancelled” or “Return Accepted” in Snoutiq.
    • Thinktail processes the refund to the Buyer’s original payment method within 7–10 business days. The exact timeline may vary based on the Buyer’s bank or payment service provider.
  2. Partial Refunds
    • In cases where partial refunds are warranted (e.g., Buyer returns only one of several items, partial service rendered), the Seller must calculate and initiate the partial refund in Snoutiq.
    • Thinktail disburses the partial refund amount to the Buyer; any remaining funds (less commissions and fees) are released to the Seller.
  3. Refund Adjustments for Charges & Commissions
    • If a cancellation or return incurs any non-refundable charges (e.g., transaction fees, restocking charges), Sellers must absorb such costs unless otherwise agreed.
    • Thinktail does not refund its commission on transactions that are canceled after completion (e.g., Buyer cancels a subscription after the month has begun).
  4. Disputes Over Refund Amounts
    • If a Buyer or Seller contends the refund amount (e.g., disputes whether an item meets return condition), they must first attempt to resolve the issue through Snoutiq’s in-App messaging within 3 days of refund issuance.
    • If unresolved, either party may escalate to Thinktail Customer Support ([email protected]). Thinktail will investigate (requesting photos, evidence, or statements) and issue a final decision within 10 business days.

6. Special Categories: Pet Medicines, Temperature-Sensitive Items

  1. Pet Medicines & Supplements
    • Due to regulatory and health concerns, Orders for pet medicines, prescription drugs, and temperature-sensitive pharmaceuticals are non-cancellable and non-returnable, except in cases of incorrect or defective shipments.
    • If a Buyer receives an expired, damaged, or incorrect medication, they must notify the Seller and Thinktail within 24 hours with photographic evidence. Seller must then refund or replace at Seller’s cost.
    • Buyers should verify prescriptions and dosage with the Veterinarian before placing Orders.
  2. Temperature-Sensitive or Perishable Items
    • Items requiring cold-chain (e.g., certain vaccines, refrigerated supplements) must be shipped with appropriate packaging. Sellers must clearly disclose these requirements.
    • Buyers cannot cancel or return temperature-sensitive items once shipped, unless:
      • Product was damaged in transit (e.g., cold-package failure), evidenced by timestamped photos.
      • Incorrect product shipped.
    • In qualifying cases, Seller arranges return pickup; once received and inspected, Buyer receives a full refund (item price + shipping).

7. Dispute Resolution Process

  1. Informal Resolution
    • When a dispute arises (e.g., cancellation denial, partial refund disagreement), Buyer and Seller should first use Snoutiq’s in-App messaging to attempt resolution.
    • If the dispute cannot be resolved in 3 business days, either party may escalate to Thinktail Customer Support by emailing [email protected].
  2. Thinktail Mediation
    • Thinktail’s Customer Support team will review all documentation, correspondence, and evidence from both parties (e.g., photos of damaged goods, delivery proof, chat logs).
    • Within 10 business days of receiving escalation, Thinktail will provide a written decision. Decisions are final and binding on both Buyer and Seller, except where overridden by a court or arbitration.
  3. Escalation to Arbitration or Court
    • If either party is dissatisfied with Thinktail’s mediation outcome, they may pursue formal dispute resolution under the Terms & Conditions (see “Dispute Resolution” in Snoutiq’s Terms & Conditions).
    • All disputes under this Policy are subject to arbitration or court proceedings in New Delhi, India, as per the governing law.

8. Subscription & Membership Cancellations

  1. Premium Provider Plan (₹5,999/month)
    • Subscribers (Veterinarians, Clinics, Groomers, etc.) may cancel their monthly membership at any time via their account dashboard or by emailing [email protected].
    • Notice Period: Cancellations must be requested at least seven (7) days before the next billing cycle to avoid being charged for the following month.
    • Refunds: Membership fees are non-refundable once the billing cycle has started. If you cancel partway through a month, your Premium features remain active until the end of that billing period; no prorated refunds are issued.
  2. Recurring Service Subscriptions (if any)
    • If Sellers offer subscription-based services (e.g., monthly pet food delivery, wellness check plans), they must clearly disclose cancellation and refund terms at subscription sign-up, which must comply with these minimum standards:
      • Free Trial Period: If a trial is offered, cancellation within the trial yields no charges. After trial ends, subscription renews automatically.
      • Cancellation Outside Trial: Subscribers must provide notice at least 48 hours before next billing date. Failure to provide notice results in a full charge for the next period; no prorated refund.
      • Refund Exceptions: Any billing disputes or unauthorized charges may be escalated to Thinktail for mediation.

9. Fraudulent Transactions & Chargebacks

  1. Buyer Liability
    • Initiating a chargeback or payment dispute without attempting to follow the cancellation/refund process in this Policy may result in account suspension or penalties.
    • Thinktail reserves the right to withhold funds or reverse refunds if it identifies evidence of fraud, misuse, or policy violations.
  2. Seller Liability
    • Sellers abusing the cancellation process (e.g., refusing legitimate returns, failing to refund within specified timelines) may incur penalties, including:
      • Temporary or permanent suspension from Snoutiq.
      • Withholding of future payouts.
      • Chargeback of platform commissions.
    • Repeat offenders may be permanently banned.

10. Amendments to this Policy

We may update this Cancellation & Refund Policy from time to time to reflect changes in our operations, legal requirements, or service offerings. When we make material changes:

  1. We will post the updated Policy on Snoutiq with an updated “Last Updated” date.
  2. We will send an email notification to all Registered Users at least seven (7) days before changes take effect.

Your continued use of Snoutiq after the effective date constitutes acceptance of the updated Policy.

11. Contact Information

If you have questions or concerns regarding this Cancellation & Refund Policy, please contact:

Customer Support  

Thinktail Global Pvt. Ltd. (Snoutiq)  
Plot No. 20, Block H-1/A, Sector-63  
Noida-201301, Uttar Pradesh, India  
Email: [email protected]  

By placing an Order on Snoutiq, you acknowledge that you have read, understood, and agree to follow this Cancellation & Refund Policy.