Refund and cancellation policy

This policy explains when you can cancel a Wandertails plan, when we refund a payment, and how to ask. It forms part of our terms and conditions.

Paid plans are not on sale yet. This policy applies to every purchase from the day we start taking payments. Nothing on the site can be bought before then, so there is nothing to refund today.

1. What we sell

All prices are in Singapore dollars (SGD). We are not registered for GST, so no GST is added to what you pay and a refund returns the full amount you were charged.

• Explorer is free. There is nothing to cancel and nothing to refund.
• Companion is a subscription, billed monthly or yearly, that renews until you cancel it.
• Navigator is bought once for a single trip. It is a service we carry out for you, and it includes 12 months of Companion access.

2. Cancelling Companion

You can cancel at any time from your account. Cancelling stops the next payment. It does not end the period you have already paid for: your plan keeps working until that period ends, and then your account returns to Explorer.

We do not charge a cancellation fee, and you do not need to tell us why.

Nothing is deleted when you go back to Explorer. Your checklists stay, and you can keep opening, ticking off and sharing them. Explorer covers one upcoming trip, so while you have more than one you will not be able to start another until the others have travelled or you delete one yourself.

3. Refunds on Companion

Your first payment

If Companion is not what you expected, tell us within 3 days of your first payment and we will refund it in full, monthly or yearly, and you do not need to give a reason.

This refund is not available once you have had your complimentary consultation.

Renewals

Renewals are not refundable. You can cancel at any time to stop the next one. We send a reminder before a yearly plan renews.

Cancelling partway through a period

We do not refund the unused part of a period, because your plan keeps working until that period ends. If you cancel a yearly plan in month three, you keep Companion for the remaining nine months.

4. Refunds on Navigator

A refund depends on how far the work has got. Each stage below starts with something you receive, and we record it on your purchase at the same time.

The three milestones that matter

• Your consultation. The 30 minute call where we go through your route with you.
• We begin your applications. A message from us, by email or WhatsApp, confirming that we have every document we need and are starting to prepare your applications.
• Your applications are submitted. A message from us telling you what was sent to the authority or airline.

Delays do not reduce your refund, whether they are ours or yours. Only the three milestones above change the amount. If we are slow to start, or we are still waiting on a document from you, what you would get back stays the same. Once your applications are submitted the service has been delivered, which is why nothing comes back after that. See section 5.

The 12 months of Companion access that comes with Navigator ends when we refund the purchase, whatever the percentage. You can subscribe to Companion separately if you want to keep it. If you have already used the access for another trip, tell us and we will agree the amount with you first.

After we submit: if something is wrong, we put it right

Once your applications are submitted there is no refund. If something we sent is wrong or missing, we correct it and resubmit at our own cost, and we pay any resubmission fee.

If your trip falls through

If your move is cancelled or postponed, we will move your order to the new trip at no cost, and the percentages above do not apply. There is no deadline on this, and you do not need to know the new dates yet.

If your pet dies, or something else makes the trip impossible, tell us. We will do what is fair, which may be more than the table above gives you, and we will not ask for proof.

If we cannot get your documents from you

When your order starts we send you a written list of everything we need from you. If we hear nothing, we send a reminder every fortnight naming what is still missing. If 60 days pass from that first list and items are still outstanding, we may close your order and refund you at the stage you had reached, which is 75% if we had not begun your applications. We always tell you before we close an order, so you have a chance to send what is missing or tell us you need more time.

If we cannot carry out the service

If we cannot do what you paid for, for example because a route is closed or an authority will not accept an application we told you we would file, we refund you in full, whatever stage we had reached.

5. What is never refundable

We cannot refund an outcome at a border. We prepare paperwork and tell you what the published rules require. We do not decide whether an animal is admitted, and a refusal, a delay or a quarantine is not a refund event. Clause 4 of the terms sets this out in full.

We also do not refund:

• money you paid to anyone else, such as vets, airlines, government fees, agents or couriers;
• a plan cancelled because you did not use it, outside the 3 day window in section 3;
• a second Companion first payment for the same person, including one made from a different account;
• a request that misuses refunds, such as paying, using the paid features and asking for the money back again and again, and any later request from someone who has done this;
• an account we close for a serious breach of the acceptable use section of the terms.

We review every refund request before agreeing to it.

6. How to ask for a refund

Email support@wandertails.app from the address on your account and tell us what you bought and when. You do not need a form or a reference number.

We reply within 3 business days and, where a refund is due, send it within 10 business days of agreeing it. It goes back to the card or account you paid from, in Singapore dollars. Your bank may take a few days more to show it.

If you think a decision is wrong, reply and tell us. We would rather resolve it directly than through a chargeback.

7. If we change this policy

We may update this policy. The version that applies to a purchase is the one published on the day you paid, and the date at the foot of this page tells you which that is.

8. Contact

Wandertails Pte Ltd (UEN 202621642D), Singapore. support@wandertails.app.