How can I query a billing error?

If a charge doesn’t look right, we’ll help you get to the bottom of it. Most billing queries have a straightforward explanation, so it’s worth checking these first:

• All prices on the app are quoted “from”. If your pet needed longer on the table, the salon may have adjusted the final price. You can read more about price adjustments.
• Your booking confirmation email lists the salon, the service and the price at the time you booked. That’s the best place to compare against your statement.
• Bookings made through the app include a small booking fee. This is charged to you, not the salon, and it covers 24/7 booking and managing your own appointments.
• Waiting on a refund? Refunds take 3 to 5 working days to reach your account. If it hasn’t been that long, it’s probably still processing. More on refunds after cancelling.
• Deposits aren’t refunded if you cancelled with less than 48 hours’ notice. That’s the groomer’s call to make.

If your query is about the price of the groom itself, speak to the salon first. They know what happened in the appointment and most of these get sorted in a single message. You can reach them through in-app messaging or the contact details on their profile.

Still think there’s an error? Get in touch with our customer service team and we’ll investigate. We’ll need:

• Order reference
• The amount charged and the date it left your account
• A quick description of what you think has gone wrong
• We may also ask for proof (eg. a card statement)

Send these to support@tuftapp.com, quoting “Billing Error” in the subject line. We endeavour to respond to all enquiries within 48 hours.

One thing worth knowing: please come to us before raising a dispute with your bank. A chargeback freezes the payment while your bank investigates, which can drag on for weeks and often ends up costing the salon. We can usually resolve it a lot quicker.