Order, Postponement, Cancellation & Refund Policy

This policy covers all TruTails orders delivered within Hyderabad. We cook every meal fresh to order, so the timing of a change decides what we can do.

1. Key terms

• Working hours: order confirmation Monday to Saturday, 10 am to 6 pm. Closed on Sundays, with no Sunday deliveries.
• Standard order: meals and extras ordered from the TruTails menu as listed.
• Customised order: any order prepared to your specific requirements. This includes custom diet plans, seasonal proteins (The Odd Bunch) and raw orders made to specification.
• Preparation starts: once payment is received and the 30-minute cancellation window has passed.
• Cut-off: 6 pm the day before delivery. For Monday deliveries, the cut-off is 6 pm on Saturday.
• How to contact us: all requests go to TruTails on WhatsApp at +91 77940 92871.

2. Cancellation

You can cancel any order within 30 minutes of placing it. After that, the following applies.

• Within 30 minutes of placing the order: cancel free of charge. If you have paid, we refund you in full.
• After 30 minutes (single orders): we start preparing your meals 30 minutes after payment, so the order can no longer be cancelled.
• Monthly prepaid plans: deliveries cannot be cancelled, but they can be postponed under the postponement policy below.
• Customised orders: cannot be cancelled or refunded once preparation has started. Food made to your specifications cannot be resold or given to another customer, so please check your order details carefully before you pay.
• After dispatch: orders cannot be cancelled once they have left our kitchen.
• Not available at delivery: won’t be home? Tell us who can receive your order, ideally someone with access to a freezer, such as your house help or a neighbour, so your meals go straight into the cold. Please avoid a return delivery, as the extra time in transit can affect food quality. If no one can receive it, we’ll bring it back and deliver it on the next delivery day, and delivery charges apply for both trips.
• If TruTails cancels: if we ever can’t deliver your order, we’ll tell you as early as we can and give you a full refund or free delivery on your next order, your choice.
• Exceptions: life happens. If your pet is unwell or something unexpected comes up, message us and we’ll work it out together.

3. Postponement

You can postpone a delivery free of charge until 6 pm the day before it is due. Each order can be postponed once.

After the cut-off. Your meals are already cooked and frozen. We deliver them within 7 days of the original date, with thawing instructions. This new date cannot be postponed again.

A second postponement of the same order. This is not available. The order is delivered on the agreed date, and if no one can receive it, it is treated as delivered.

Exceptions. We consider genuine emergencies case by case.

4. Returns, complaints and refunds

Report any problem on WhatsApp within 2 hours of delivery. For food-safety reasons, we cannot accept returns once food has been delivered.

Returns

• We do not accept returns on food after delivery.
• A pet not liking the food is not a reason for a return. Message us anyway, and we will work out something reasonable together.

Damaged, missing or spoiled items

• WhatsApp us at +91 77940 92871 within 2 hours of delivery, with your order number and photos of the product and packaging.
• Please keep the product and packaging until the complaint is resolved.
• If the food may be unsafe, don't feed it to your pet.
• We resolve complaints within 7 business days.

Late or missing delivery

• WhatsApp us with your order number and we will look into it.

Refunds

• Approved refunds go back to the original payment method within 10 working days.
• Where this policy offers credit instead, the credit can be used on any future order.

Contact

WhatsApp: +91 77940 92871 · Email: [email protected] · Monday–Saturday, 10 am–6 pm

Nothing in this policy limits your rights under Indian consumer law.