Refund and Cancellation Policy
Last updated: October 21, 2026
1. What this policy covers
This policy covers payments for a Ninetail business-platform subscription. PT NINE TAIL SOLUTION is the contracting entity identified in the website Terms and is located in Tangerang, Indonesia. Ninetail does not collect appointment or service payments. A charge for grooming, veterinary care, a deposit, or another service is between the customer and the business that received the payment.
2. Web subscriptions
New web subscription checkout and billing use Paddle as Merchant of Record; existing Polar subscriptions remain with Polar. The current Ninetail web pricing lists one Pro subscription at USD 99 per month, starting with a 30-day free trial. Review checkout for the price, trial length, billing interval, taxes, renewal date, and provider terms that apply to your purchase.
3. The 30-day free trial
A new web subscription starts with a 30-day free trial on the Pro plan. No charge is made during the trial. A payment method is required to start the trial so the subscription can begin on its own when the trial ends, and cancelling before the trial ends prevents the first charge. If the trial is not cancelled, the USD 99 monthly subscription begins when the trial ends and Paddle charges the payment method on file. The trial length, the trial end date, and the renewal amount for your subscription are shown in Paddle's checkout.
4. iOS and Android subscriptions
A subscription bought in the iOS or Android app is billed by Apple or Google and validated and synchronized through RevenueCat. Manage cancellation through the store account used for purchase and submit a store purchase refund request through Apple or Google. The store shows the price and purchase terms that apply.
5. Cancelling a web subscription
Use the Cancel control in the business account's Billing page before the next renewal. For Paddle subscriptions, Ninetail requests cancellation at the end of the current billing period and confirms the provider's schedule before showing it locally. Cancelling during the 30-day trial ends the subscription when the trial ends, before the first charge. For existing Polar subscriptions, cancellation is requested from Polar and provider confirmation may not be available in Ninetail; check Polar's subscription status after cancelling. If you still see an upcoming renewal or do not receive confirmation, email [email protected] promptly with the business name and cancellation details.
6. Refund requests
For a web subscription charge, email [email protected] with the account email, business name, charge date, and provider receipt or transaction identifier. Do not include a card number or password. We review the request under the purchase terms, provider records, and applicable law. This policy does not promise a refund or a processing deadline. A charge made after the trial ends is a provider charge: Paddle handles refunds for the web subscription under the purchase terms and applicable law, and this policy does not promise a direct reversal of that charge. For an iOS or Android purchase, use the applicable store's refund process.
7. Appointment or service charges
Contact the business that received an appointment or service payment about its cancellation, refund, or billing terms. Ninetail cannot issue a refund for money it did not collect.