Refund & Cancellation Policy

1. Summary

• You cancel 24 hours or more before your appointment → 100% refund • You cancel between 12 and 24 hours before → 50% refund • You cancel less than 12 hours before, or don't show up → no refund • The Groomer cancels or doesn't arrive → 100% refund • Load shedding, severe weather or similar events stop the appointment → 100% refund or a free reschedule Refunds are paid by EFT within 7 business days. We never charge a fee to process a refund. Why these rules: when you book, the Groomer reserves that time for you and turns other customers away. A late cancellation usually means they lose that income. The part of a late cancellation that isn't refunded goes mostly to the Groomer (85%) to cover that lost time.

2. How to cancel

Not paid yet: tap Cancel on the booking in the app or on groomr.co.za/bookings. Nothing is charged. Already paid: WhatsApp us on 082 717 1448 or email hello@groomr.co.za with your booking reference (it starts with GR-). The time your message reaches us is the time of cancellation, even if we process it later — you won't lose out because we were slow to reply. Messaging the Groomer directly does not cancel a booking; please always contact Groomr.

3. When you cancel

The refund depends on how long before the booked start time we receive your cancellation: • 24 hours or more: 100% of the booking price. • 12 to 24 hours: 50% of the booking price. The Groomer receives 85% of the other half as a cancellation fee. • Less than 12 hours: no refund. The Groomer receives 85% of the booking price as a cancellation fee. Rescheduling: if you'd like a different time, contact us before cancelling. If the Groomer can move your booking, there's no charge. If they can't, the rules above apply based on when you first asked.

4. No-shows and appointments that can't go ahead

The appointment is treated as a cancellation by you with less than 12 hours' notice (no refund) if, when the Groomer arrives on time: • nobody is there to let them in and you can't be reached for 20 minutes; • they can't safely get to the address or to a suitable place to work; or • your pet can't be groomed safely because of aggression, a health condition or a coat condition that wasn't mentioned in the booking notes. The Groomer must tell Groomr at the time and give their reasons, and where possible a photo or message as evidence. If you disagree, contact us within 24 hours and we will look at both sides before the Groomer is paid. This is why it matters to describe your pet honestly in your booking notes — including any biting, anxiety, matting, skin conditions or recent surgery.

5. When the Groomer cancels or doesn't arrive

If the Groomer cancels, or doesn't arrive within 30 minutes of the booked time without letting you know, you get a 100% refund. If you prefer, we'll help you find another Groomer instead. Groomers who cancel repeatedly may be suspended or removed from Groomr.

6. Load shedding, weather and events outside anyone's control

If load shedding, severe weather, a road closure, unrest or a similar event outside your and the Groomer's control means the appointment can't safely go ahead, either of you can cancel without penalty. You'll get a 100% refund, or we'll reschedule at no charge if you prefer.

7. If you're unhappy with a completed groom

Tell us within 24 hours of the appointment by WhatsApp or email. Include your booking reference, what went wrong, and photos. We will hear from both you and the Groomer, and may then: • ask the Groomer to fix the problem at no charge; • give you a partial or full refund, where the service clearly wasn't delivered as booked; or • decide that no refund is due. Refunds aren't given for matters of personal style preference where the service was carried out as booked, or where a Groomer had to clip short because of matting for your pet's welfare and explained this at the time. If your pet is injured, contact us straight away and take your pet to a vet. The Groomer is responsible for the care of your pet during the groom. We will share the Groomer's details and help you resolve the matter.

8. How refunds are paid

Payments made through Ozow can't be reversed automatically, so we refund by EFT into your bank account. We'll ask you for the account details to pay into. Once a refund is approved, we pay it within 7 business days. Refunds are the full amount due in South African Rand. We don't deduct any processing or admin fees.

9. How your payment is held

When you pay, Groomr holds the payment and does not pay the Groomer until they have marked the groom as complete. That's what makes the refunds above possible. For cancellations, the refund comes from the payment we are holding.

10. Your rights under the law

Nothing in this policy takes away rights you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. If this policy and those laws conflict, the law applies. If we can't resolve a complaint together, you can contact the Consumer Goods and Services Ombud (www.cgso.org.za) or the National Consumer Commission (www.thencc.gov.za).

11. Changes to this policy

We may update this policy. Changes never apply to bookings that were already paid for before the change. We'll email registered users about any change that matters.

Business details

Owner

Mongezi Jele

Legal status

Sole proprietor

Trading as

InsightArc, Groomr

Email

hello@groomr.co.za

Phone / WhatsApp

082 717 1448

Website

groomr.co.za

Information Officer

Mongezi Jele — hello@groomr.co.za