Your payment is always protected. Funds are held securely until your grooming appointment is complete.
This Refund and Cancellation Policy applies to all bookings made through the Groomr platform at groomr.co.za. By making a booking through our platform, you agree to the terms set out in this policy. Groomr is a marketplace platform that connects pet owners (Customers) with independent professional pet groomers (Groomers). All grooming services are provided by independent Groomers, not by Groomr.
2.1 Customers may cancel a booking at any time by contacting the Groomer directly through the in-app chat or by contacting Groomr support at hello@groomr.co.za. 2.2 Cancellation timeframes and refund eligibility: ā¢ Cancellation more than 24 hours before the scheduled appointment: Full refund of the booking amount. ā¢ Cancellation between 12 and 24 hours before the scheduled appointment: 50% refund of the booking amount. ā¢ Cancellation less than 12 hours before the scheduled appointment: No refund. The Groomer has reserved the time slot and may not be able to fill it on short notice. ā¢ No-show (Customer does not present for the appointment without cancellation): No refund.
3.1 If a Groomer cancels a confirmed booking, the Customer will receive a full refund of the booking amount within 3ā5 business days. 3.2 Groomers who repeatedly cancel confirmed bookings may have their accounts suspended or removed from the platform. 3.3 In the event of a Groomer cancellation, Groomr will assist the Customer in finding an alternative available Groomer where possible.
4.1 Approved refunds will be processed to the original payment method used at the time of booking. 4.2 Refund processing times: ā¢ Credit/debit card payments: 3ā5 business days ā¢ Instant EFT payments: 3ā5 business days 4.3 Groomr does not charge any administrative fees for processing refunds. 4.4 Refunds are processed in South African Rand (ZAR). Groomr is not responsible for any currency conversion differences or bank charges.
5.1 If a Customer is dissatisfied with a completed grooming service, they must notify Groomr within 24 hours of the appointment by emailing hello@groomr.co.za with details of the complaint and, where applicable, supporting photographs. 5.2 Groomr will investigate the complaint and may, at its discretion, offer a partial or full refund, a complimentary rebook with the same or a different Groomer, or other appropriate resolution. 5.3 Groomr acts as a mediator between Customers and Groomers. Final decisions regarding dispute resolution rest with Groomr.
6.1 All payments made through the Groomr platform are held securely until the grooming service has been completed. 6.2 Funds are released to the Groomer only after the service has been marked as complete. This protects Customers in the event of non-performance or disputes. 6.3 In the event of a dispute, funds will remain held until the dispute is resolved.
Neither Groomr nor the Groomer will be held liable for cancellations caused by circumstances beyond reasonable control, including but not limited to severe weather events, load shedding, natural disasters, or other events of force majeure. In such cases, Groomr will work with both parties to reschedule or provide a fair resolution.
To request a refund or report a service dispute, please contact us: Email: hello@groomr.co.za Website: groomr.co.za Response time: Within 1ā2 business days Please include your booking reference number, the date of the appointment, and a description of your request.
Groomr reserves the right to update this Refund and Cancellation Policy at any time. Material changes will be communicated to registered users via email. Continued use of the platform after notification constitutes acceptance of the updated policy.
This policy is governed by the laws of the Republic of South Africa. Any disputes arising from this policy shall be subject to the jurisdiction of the South Gauteng High Court, Johannesburg.