Last Updated: 26-Oct-2025

At Happiwag Group (“we”, “our”, “us”), customer satisfaction is our top priority. This Refund Policy outlines the conditions under which refunds are applicable for services and products purchased through the Happiwag platform. By using our mobile, tablet, or desktop application (the “App”), you agree to this Refund Policy in conjunction with our Terms and Conditions.

1. Scope of This Policy

• This policy applies to all bookings and purchases made through the Happiwag App or website, including pet grooming, veterinary, training, walking, and other pet-related services.
• It also covers Happiwag-branded merchandise and third-party pet products sold through the platform.

2. Service Completion and Verification

• To ensure fairness and transparency, Happiwag uses a secure QR-based verification process to confirm service completion.
• Upon successful completion of a booked service, the customer will provide a QR code that must be scanned by the vendor through the Happiwag app.
• This scan acts as official confirmation that the service has been provided in full.

3. Refund Eligibility

• If a confirmed service is not provided or the vendor fails to scan the customer’s QR code to verify completion, the booking will be marked as incomplete.
• In such cases, a full refund will be issued automatically to the customer by the next working day.
• Refunds will be processed to the original payment method used at the time of booking.
• If the customer has redeemed any promotional credits or coupons, those will be reinstated in the user’s Happiwag account, where applicable.

4. Non-Refundable Situations

• If the vendor has successfully scanned the customer’s QR code, the service will be deemed as completed and non-refundable.
• Refunds will not be issued for dissatisfaction due to subjective service quality once the service is confirmed as completed.
• Cancellations made after the vendor has arrived at the service location or begun service are not eligible for refund unless otherwise approved by Happiwag.

5. Refund Timeline and Method

• All eligible refunds will be processed within one (1) working day from the date the service is verified as unfulfilled.
• Refunds will be credited back to the original payment source.
• Depending on the bank or payment gateway, it may take 3–5 business days for the amount to reflect in your account.

6. Product Purchases

• Refunds for Happiwag-branded or third-party merchandise will be provided only for defective, damaged, or wrongly delivered products.
• Returned products must be unused, with all original tags and packaging intact, and reported within 7 days of delivery.

7. Dispute Resolution

• If you believe a refund has not been correctly processed, you may raise a support ticket within the Happiwag app or email support@happiwag.com.
• Our customer support team will review and resolve disputes within 5 working days.

8. Policy Updates

• Happiwag reserves the right to modify or update this Refund Policy at any time to reflect changes in our operations or legal requirements.
• The latest version will always be available on our app and website, and the ‘Last Updated’ date will indicate the most recent revision.

9. Contact Information

• Happiwag Group
• Email: support@happiwag.com
• Phone: [Insert Number]
• Address: [Insert Address]

10. Disclaimer

• Happiwag reserves the right to decline refund requests in cases of misuse, fraudulent behavior, or abuse of the refund system.
• Refunds may also be denied if evidence suggests the service was completed but the vendor failed to scan the QR code due to user refusal or error.
• Happiwag’s decision regarding refund eligibility shall be final and binding.