Refund Policy

1How payments are held

When you pay for a booking, the amount is captured by our payment partner and held in escrow. It is released to the provider after the service is delivered and the dispute window has passed (currently 48 hours after the booking is marked complete). Until then, eligible refunds can be returned to your original payment method.

2Customer cancellations

• Cancelled with reasonable notice (at or before the cut-off shown at the time of booking — typically at least 24 hours before the appointment, though individual providers may set their own window): full refund.
• Cancelled after the cut-off / late cancellation: a partial refund may apply, or no refund, depending on the provider's cancellation terms shown at booking.
• No-show: generally not refundable.

3Provider cancellations and no-shows

If a provider cancels a confirmed booking, fails to show up, or cannot deliver the service as agreed, you are entitled to a full refund. We may also help you find an alternative provider.

4Service not as described

If the service delivered was materially not as described or not delivered with reasonable care and skill, raise a dispute (see below). Where the dispute is upheld, we will issue a full or partial refund proportionate to the issue, at our reasonable discretion.

5Meet & greet and free bookings

Bookings with no payment taken (e.g. free meet & greet sessions) have nothing to refund; you can simply cancel them from your account.

6How to request a refund or raise a dispute

1. Open the booking in your account and cancel it (for eligible cancellations the refund is initiated automatically) or use the dispute option.
2. If you can't resolve it that way, contact us at info@tailstap.co.uk with your booking reference and details.
3. We aim to acknowledge refund and dispute requests within 2 business days and to reach a decision within 10 business days, depending on the information needed from you and the provider.

7How refunds are paid

Approved refunds are returned to the original payment method via our payment partner. It can take several business days for the funds to appear, depending on your bank or card issuer.

8Provider subscription fees

Provider plan subscription fees (billed by Direct Debit) are separate from booking payments and are generally non-refundable for the current billing period unless required by law or stated otherwise in your plan terms. You can cancel future renewals from your provider account.

9Chargebacks

If you have a concern about a payment, please contact us first so we can help — this is usually faster than a chargeback. We reserve the right to contest chargebacks we believe are unwarranted with supporting evidence.

10Contact

Refund queries: info@tailstap.co.uk or 0800 086 2252 — VenturesSky Ltd (trading as TailsTap). See our contact page for full company and registered-office details.