Refund and Cancellation Policy

Tails to Serenity LLC

Long Beach, California

Effective date: August 7, 2026

Last updated: August 7, 2026

We would rather have an honest conversation than enforce a rule. If your circumstances have changed, contact us — especially if you are in crisis. What follows is the framework, not a wall.

Part One — Boarding, Daycare, and Grooming

1. Deposits

A deposit may be required to hold a reservation and is applied to your final balance.

2. Cancelling a boarding reservation

Holiday and peak periods. Reservations covering Thanksgiving, Christmas, New Year, Independence Day, and Memorial and Labor Day weekends require cancellation 14 days in advance for a full refund. Inside 14 days, 50% of the booked stay is charged.

3. Early collection

If you collect your pet before the end of a booked stay, we refund unused nights at the daily rate, less any applicable cancellation charge.

Weekly and monthly packages are discounted for the full period. If a stay ends early, the completed portion is recalculated at the standard nightly rate and the balance refunded. Where an early collection is due to a medical emergency, a change in your treatment program, or a safety situation, we waive this recalculation.

4. Daycare

Daycare packages are valid for 12 months from purchase, are non-refundable once used in part, and are transferable to another pet in the same household. Unused packages may be refunded in full within 30 days of purchase.

5. Grooming

Cancellations with at least 24 hours’ notice carry no charge. Inside 24 hours, 50% of the booked service. A no-show is charged in full.

If you are unhappy with a groom, tell us within 48 hours. We will re-groom at no charge. Where a re-groom is not appropriate, we will refund the service. We cannot refund a groom on the basis of a coat condition or temperament we disclosed to you at drop-off.

6. If we cancel

If we cancel or cannot provide a booked service — including where we must decline an animal on health or safety grounds after arrival — you receive a full refund of the unused portion, with no cancellation charge. Where we decline an animal at drop-off for a disclosure you did not make, standard cancellation charges apply.

7. Crisis, sliding-scale, and scholarship placements

These are not charged on the schedule above.

• No cancellation charge ever applies to a crisis placement. Program start dates move, beds open unexpectedly, and safety situations change without warning. None of that is your fault and none of it will cost you money.

• If a placement ends early, you are charged only for the nights used at your agreed rate.

• If your circumstances change mid-stay and you can no longer pay, tell us. We will not remove your pet over money. We will work out an arrangement or move the placement to our Crisis Care Fund.

• Deposits, where taken at all, are refundable in full.

8. Extensions

Contact us as early as you can and we will extend where space allows. Extensions are charged at your existing rate. Please see the abandonment notice in our Terms and Conditions, Section 4 — it is a legal requirement and we would much rather grant an extension than ever rely on it.

Part Two — Products

9. Tails to Serenity branded items

Returns within 30 days of delivery, unworn, unwashed, and in original condition.

• Faulty, damaged, or wrong item: full refund or replacement, and we pay return shipping. Send a photograph and we will usually resolve it without asking for the item back.

• Change of mind: refund of the item price. Original and return shipping are not refunded.

• Print-on-demand items are made individually for you, so we cannot accept change-of-mind returns on custom or personalized goods. Faulty and misprinted items are always covered.

Slight variation in color, print placement, and sizing is normal in print-on-demand production and is not a defect.

10. Stickers and small items

Faulty or missing items are replaced at no charge. Given the cost of return postage, we generally will not ask you to send a low-value item back.

11. How to start a return

Email info@tailstoserenity.com with your order number, the item, and a photograph if it is damaged. We respond within 2 business days. Approved refunds are issued to the original payment method within 5 to 10 business days of us receiving the return or approving the claim.

12. Amazon purchases — important

Many products in our Serenity Shop are Amazon affiliate links. When you click through and buy, Amazon is the seller, not us.

We cannot refund, replace, or process a return for anything purchased on Amazon. Those orders are covered by Amazon’s own returns policy, through your Amazon account.

As an Amazon Associate we earn from qualifying purchases, at no additional cost to you.

If you are unsure whether an item came from us or from Amazon, check the order confirmation email, or contact us and we will tell you.

Part Three — General

13. Payment plans

Where you paid using Affirm, we refund to Affirm. Your obligation to Affirm is governed by your agreement with them, and any interest or fees already charged are a matter between you and Affirm. Contact Affirm directly with questions about your payment plan.

14. Chargebacks

If something is wrong, please contact us before disputing a charge with your bank. We would rather fix it directly, and a dispute is slower for you than a refund from us.

15. Questions

Tails to Serenity LLC

Long Beach, California

949-439-3382 · info@tailstoserenity.com

Nothing in this policy limits any right you have under California consumer protection law.