Refund & cancellation policy

Last updated 13 October 2026

Groomies charges dog parents no booking or convenience fee. This policy covers grooms paid online through Groomies and orders from the Fetch It store. Grooms paid at the salon are settled directly with the salon.

Grooms paid online — full refund, automatically, when:

• The salon declines your request, or doesn’t reply before it expires.
• The salon cancels a confirmed booking.
• You cancel before the salon’s cancellation cutoff (shown on your booking — usually 4 hours before the slot).
• The slot was taken by someone else while you were paying.

No refund when:

• You cancel inside the salon’s cutoff (please call the salon instead).
• You don’t show up for a confirmed booking.
• The groom took place as booked. If you’re unhappy with a groom, contact us — we’ll work it out with the salon.

Rescheduling

Moving a booking to a new time keeps your payment attached to the new request. If the salon then declines the new time, you’re refunded in full.

Fetch It store orders

• Cancel any time before the order ships for a full refund; points and vouchers used are restored.
• Damaged, leaking or wrong items: tell us within 48 hours of delivery with a photo and we’ll replace or refund them.
• Opened grooming products can’t be returned for hygiene reasons.

Timelines

Refunds go back to the original payment method and usually arrive in 5–7 working days, depending on your bank. You’ll get a notification when it’s sent. Questions: support@groomiesbyfetchit.com or Help in the app.