Cancellation Policy
Detailed Cancellation Policy for Grooming Orders:

At One Pet Stop, we understand that plans can change. To provide you with clarity regarding our cancellation policy for grooming services, please take note of the following points:

There are 2 types of cancellation at OPS:
  1. Within 24 hours
  2. Minimum 24 hours prior

All users have 1 cancellation free of charge (without rescheduling) for their lifetime, if the cancellation is made minimum 24 hours prior to the scheduled appointment.

  1. If the cancellation is made minimum 24 hours prior to the scheduled appointment, the user can reschedule (once per booking) their appointment free of charge.
  2. If the user is unable to attend the rescheduled booking or is delayed more than ‘delayed time limit’ the entire amount of the grooming will be charged to the user.
  3.  If the cancellation request is made within 24 hours of the appointment time, no refunds or rescheduling will be provided.
  4. Cancellation requests can be made through our app or by contacting our customer support team.
  5. Please provide the booking details, including the appointment date, time, and pet's information.
  6. Cancellations made in accordance with the policy will be processed within a specific timeframe, and any applicable refunds will be initiated.
  7. Rescheduling requests must be made within a specified time frame prior to the original appointment time.
  8. Please remember that adhering to our cancellation policy ensures smooth operations and allows us to provide excellent service to all our valued customers. For any further questions or assistance, please reach out to our customer support team.

Time Delays:

We understand that our customers are busy, hence we have accounted for a grace period for the appointment timings. There will be 2 notifications that will go out to our customers (i) when the grooming van is 10 minutes away and (ii) when the grooming van has arrived at the location. Once the grooming van arrives at the location, the customer has a maximum grace time period of 15 minutes to bring (or ask us to collect) their fur babies to the grooming van. The customer will get a reminder if the grooming van has been waiting for 10 minutes. Any delay 5 minutes after the reminder, will be treated as a ‘no show’. The customer will not be able to reschedule or gain a refund.

Detailed Cancellation Policy for Shop:

At One Pet Stop, we strive to deliver a seamless shopping experience for all your pet's needs. To provide clarity on our cancellation policy for product orders, please take note of the following points:

  1. Once a product order is dispatched from our warehouse, it cannot be cancelled by the user.
  2. Important points regarding order cancellations for products
    • Cancellation requests can be made by contacting our customer support team.
    • Please provide the order details, including the order number and specific products to be cancelled.
    • Cancellations made before the dispatch of the order will be processed within a specified timeframe, and any applicable refunds will be initiated.
    • For orders that have already been dispatched, users can explore options for returns or exchanges as per our return policy.
    • We understand the need for flexibility, and our customer support team will assist you in finding the best solution within our policies. If you have any questions or need further assistance, please don't hesitate to contact our dedicated customer support team.