Company Name: 0 LLC
DBA: Groomera
Website: www.Groomera.com
Mailing Address: PO BOX 208, Versailles, CT 06383
Email: Support@Groomera.com
PLEASE READ THIS REFUND POLICY CAREFULLY
This Refund Policy ("Refund Policy") explains the terms and conditions under which refunds are provided for Groomera platform subscriptions and marketplace product purchases. This policy should be read together with our Terms of Service, Privacy Policy, Cookie Policy, and Marketplace & Ecommerce Terms of Service.
By subscribing to Groomera services or purchasing products through the Groomera Marketplace, you acknowledge that you have read, understood, and agree to this Refund Policy.
IMPORTANT: Different refund rules apply to platform subscriptions versus marketplace product purchases. Please review the applicable section carefully.
1. Overview
1.1 Two Types of Transactions
Groomera processes two distinct types of transactions, each with different refund policies:
- Platform Subscriptions: Fees paid to Groomera for access to booking management, AI receptionist, SMS services, and other platform features (Section 2).
- Marketplace Products: Physical products sold by third-party Sellers through the Groomera Marketplace (Section 3).
1.2 Separation of Accounts
Important: Shop accounts (Business Users) and personal accounts (End Users/Buyers) are separate:
- Shop accounts are used to subscribe to Groomera platform services.
- Personal accounts are used to purchase products from the Marketplace.
You cannot subscribe to platform services and make marketplace purchases from the same account. Refund policies apply separately to each account type.
2. Platform Subscription Refunds
This section applies to subscriptions for Groomera's booking management platform, including monthly plans, annual plans, and any subscription-based services.
2.1 General Refund Policy for Subscriptions
Platform subscription fees are generally non-refundable, except as specifically outlined in this policy or as required by law.
Key Rules:
- Monthly Subscriptions: Subscription fees for the current billing month are non-refundable. If you cancel your subscription, you will retain access to the Services until the end of the current billing cycle, but no refund will be issued for the current month.
- Annual Subscriptions: Annual subscription fees are non-refundable once one (1) day has passed after the subscription begins or renews.
Example:
- You subscribe to an annual plan on May 1, 2026. On May 2, 2026 (one day later), you decide to cancel. The annual subscription fee is non-refundable.
- You subscribe to a monthly plan on May 1, 2026, and are charged $99. On May 15, 2026, you cancel. The $99 for May is non-refundable, but you will not be charged for June.
2.2 Free Trial Refunds
If you are charged after a free trial ends, the charge is non-refundable once one (1) day has passed.
Free Trial Policy:
- Free trials automatically convert to paid subscriptions (monthly or annual, depending on the plan you selected) unless you cancel before the trial period ends.
- If you are charged at the end of a free trial and one (1) day has passed since the charge, no refund will be issued.
- To avoid being charged, you must cancel your subscription before the free trial period ends.
Example:
- Your free trial ends on May 31, 2026, and you are automatically charged $99 for a monthly subscription on June 1, 2026.
- On June 2, 2026 (one day later), you request a refund. The $99 charge is non-refundable.
2.3 Pro-Rated Refunds
Groomera does not provide pro-rated refunds for early cancellations.
When you cancel your subscription:
- You will retain access to the Services until the end of your current billing cycle.
- You will not be charged for the next billing period.
- You will not receive a refund for any unused portion of the current billing period.
Example:
- You have a monthly subscription that renews on the 1st of each month. You paid $99 on May 1, 2026, and decide to cancel on May 15, 2026.
- You will retain access until May 31, 2026, but will not receive a refund for the unused 16 days in May.
2.4 Downgrade and Plan Changes
You cannot downgrade from an annual plan to a monthly plan until your annual subscription renews.
Plan Change Policy:
- Upgrades: You may upgrade from a monthly plan to an annual plan or to a higher-tier plan at any time. Any price difference will be charged immediately, and the new plan will take effect.
- Downgrades: Downgrades from annual to monthly plans or from higher-tier to lower-tier plans are not permitted until the current subscription period ends. When your subscription renews, you may select a different plan at that time.
- Refunds for Downgrades: Downgrading does not entitle you to a refund of the difference in subscription fees.
Exceptions: In rare cases, downgrade requests may be manually processed by our support team. Such exceptions are granted at Groomera's sole discretion and require approval. Contact Support@Groomera.com to request an exception.
2.5 Billing Errors
If Groomera makes a billing error (e.g., double-charging, charging the wrong amount, or charging after cancellation), we will issue a refund for the erroneous charge.
How to Report Billing Errors:
- Contact Support@Groomera.com with your order number, account details, and a description of the error.
- We will investigate and process refunds for verified billing errors within 7-14 business days.
2.6 Account Termination by Groomera
If Groomera terminates your account:
Termination for Violations:
- If your account is suspended or terminated due to violations of our Terms of Service, Marketplace Terms, or other policies, no refund will be issued.
- You may request a refund by contacting Support@Groomera.com. Refund requests will be reviewed by our support team and approved only in exceptional circumstances.
Termination for Convenience:
- If Groomera terminates your account for reasons unrelated to your conduct (e.g., discontinuation of services, business reasons), you will receive a pro-rated refund for the unused portion of your subscription.
- If you do not receive a refund automatically, you may request one by contacting Support@Groomera.com.
2.7 Chargebacks and Payment Disputes
If you dispute a charge with your bank or credit card company instead of contacting Groomera first, the following policies apply:
Legitimate Chargebacks:
- If you have a legitimate reason for the chargeback (e.g., unauthorized charge, billing error, service not provided), we will work with you to resolve the issue and may issue a refund.
Illegitimate or Fraudulent Chargebacks:
- If the chargeback reason is invalid or if you intentionally filed a fraudulent chargeback after receiving services, Groomera will dispute the chargeback with the payment processor.
- Your account will be suspended or permanently banned if we determine the chargeback was filed in bad faith or to avoid payment.
- You may be held liable for any chargeback fees, administrative costs, and legal fees incurred by Groomera.
Best Practice: Before filing a chargeback, please contact Support@Groomera.com to resolve billing issues. Most issues can be resolved quickly and amicably without involving your bank.
2.8 Add-On Services and Features
Add-on services (e.g., extra SMS credits, premium AI receptionist features, additional storage) are non-refundable once used or once one (1) day has passed from the date of purchase.
Add-On Refund Policy:
- If you purchase an add-on and use it (even partially), no refund will be issued.
- If you purchase an add-on and one (1) day has passed since the purchase, no refund will be issued, regardless of whether you used it.
- Add-ons are tied to your subscription and are non-transferable.
Exceptions: Refund requests for add-ons may be submitted to Support@Groomera.com and will be reviewed on a case-by-case basis. Approval is at Groomera's sole discretion.
2.9 Promotional Discounts and Special Offers
If you received a promotional discount (e.g., 50% off your first month, annual plan discount), refunds (if applicable) will be based on the amount you actually paid, not the full price.
Example:
- You received 50% off your first month, paying $49.50 instead of $99.
- If a refund is issued (subject to the conditions in this policy), you will receive a refund of $49.50, not $99.
Promotional subscriptions are subject to the same refund rules as regular subscriptions. Once one (1) day has passed from the charge date, no refund will be issued.
2.10 Force Majeure and Service Outages
If Groomera services are unavailable due to force majeure events (e.g., natural disasters, pandemics, war, cyberattacks, government actions), refunds may be provided at Groomera's discretion.
Force Majeure Refund Policy:
- Refunds for force majeure events are not guaranteed and are subject to approval by our support team.
- To request a refund due to a force majeure event, contact Support@Groomera.com with details of how the event affected your ability to use the Services.
- Refunds, if approved, will be pro-rated based on the duration of the service outage.
Planned Maintenance: Scheduled maintenance and brief service interruptions do not qualify for refunds.
2.11 Exceptions and Special Circumstances
All refund decisions are subject to final approval by Groomera's support team.
In exceptional circumstances, refunds may be granted outside the terms of this policy. Such exceptions are rare and are granted at Groomera's sole discretion. To request an exception:
- Contact Support@Groomera.com with a detailed explanation of your situation.
- Provide any supporting documentation (e.g., proof of billing error, evidence of service issues).
- Our support team will review your request and respond within 2-7 business days.
Groomera's decision on refund requests is final and binding.
3. Marketplace Product Refunds
This section applies to physical products purchased from third-party Sellers through the Groomera Marketplace.
3.1 Seller Responsibility for Refunds
Sellers, not Groomera, are responsible for processing product refunds.
Groomera is a marketplace platform that facilitates transactions between Buyers and Sellers. Groomera does not sell products directly and is not responsible for product quality, safety, or refunds.
To request a product refund:
- Contact the Seller directly through the Groomera Marketplace messaging system or the contact information provided in the product listing.
- Provide your order number, reason for the refund request, and any supporting documentation (e.g., photos of damaged products).
3.2 Standard Return and Refund Policy
Buyers have 30 days from the date of delivery to return a product for a refund or exchange, unless the product is marked as non-refundable or the Seller has a more generous return policy.
Important:
- Sellers cannot set a shorter return window than 30 days. All products are eligible for return within 30 days unless explicitly marked as non-refundable due to health, safety, or hygiene reasons (see Section 3.3).
- Sellers may offer longer return windows (e.g., 60 days, 90 days) at their discretion.
Eligibility for Returns:
- Products must be returned in their original condition, unused, and in original packaging (unless the product is defective or damaged).
- Buyers must contact the Seller within the 30-day return window to initiate a return.
3.3 Non-Refundable Products
Certain products are non-refundable due to health, safety, or hygiene reasons. Sellers must clearly indicate if a product is non-refundable in the product listing.
Common Non-Refundable Products Include:
- Personal care items: Opened cosmetics, skincare products, grooming tools that have contacted skin or hair.
- Perishable goods: Food, flowers, or other items with a short shelf life.
- Custom or personalized products: Items made to order or customized for the Buyer.
- Final sale items: Products explicitly marked as "final sale" or "no returns" in the listing.
Even for non-refundable products, Buyers are entitled to a refund if the product is:
- Defective or damaged upon arrival.
- Materially different from the product description (e.g., wrong item shipped, incorrect size/color).
- Never received (lost or stolen shipment).
3.4 Refund Processing Time
Sellers must process refunds within 7 days of receiving the returned product.
Refund Timeline:
- Buyer initiates return: Buyer contacts Seller and requests return authorization.
- Buyer ships product: Buyer ships the product back to the Seller (using the method agreed upon with the Seller).
- Seller receives product: Seller inspects the returned product to verify its condition.
- Refund issued: Seller issues the refund within 7 days of receiving the returned product.
If a Seller does not issue a refund within 7 days, Buyers may escalate the issue to Groomera (see Section 3.8).
3.5 Refund Method
All refunds are issued to the original payment method used at checkout.
Sellers may not offer:
- Store credit in lieu of a refund (unless the Buyer agrees).
- Gift cards or vouchers as a substitute for a refund.
- Partial refunds for reasons other than those permitted in Section 3.6.
Refunds must be processed through the payment processor (Stripe) and will appear on the Buyer's credit card or bank statement within 5-10 business days, depending on the Buyer's financial institution.
3.6 Partial Refunds
Sellers may issue partial refunds in the following situations:
- Product returned in used, damaged, or incomplete condition (not caused by the Seller or shipping damage).
- Product returned without original packaging or accessories (when required for resale).
Sellers must clearly communicate the reason for a partial refund to the Buyer and provide photographic evidence if requested.
Restocking Fees Are Prohibited: Sellers may NOT charge restocking fees under any circumstances. If a product is eligible for return, the Buyer is entitled to a full refund (or partial refund if the conditions above apply).
3.7 Shipping Costs and Return Shipping
Original Shipping Costs:
- Shipping charges are non-refundable, even if the product is returned for a full refund.
- Exception: If the product is defective, damaged, or not as described, the Seller must refund both the product price and the original shipping cost.
Return Shipping Costs:
For Defective, Damaged, or Incorrect Products:
- The Seller is responsible for return shipping costs.
- The Seller must provide a prepaid return shipping label or reimburse the Buyer for return shipping expenses.
For Buyer's Remorse or Change of Mind:
- The Buyer is responsible for return shipping costs.
- Exception: If the Seller offers "free returns" as part of their return policy, the Seller may elect to cover return shipping costs for buyer's remorse returns.
Return Shipping Method:
- Buyers should use a trackable shipping method and retain proof of shipment (tracking number, receipt).
- Buyers are responsible for ensuring the product is securely packaged to prevent damage during return shipment.
3.8 Groomera's 0-Z Guarantee and Buyer Protection
If a Seller refuses to provide a refund, fails to respond, or does not resolve an issue within a reasonable timeframe, Buyers may escalate the dispute to Groomera under our "0-Z Guarantee."
Eligible Issues for 0-Z Guarantee:
- Product not received: The Buyer did not receive the product, and the Seller has not resolved the issue.
- Product not as described: The product received is significantly different from the listing.
- Defective or damaged product: The product is defective or damaged, and the Seller refuses to provide a refund or replacement.
- Seller unresponsive: The Seller does not respond to refund requests within 5 business days.
How the 0-Z Guarantee Works:
- Buyer contacts Seller first: Buyers must attempt to resolve the issue directly with the Seller before involving Groomera.
- Escalation to Groomera: If the Seller does not respond within 5 business days or refuses to resolve the issue, the Buyer may escalate the dispute to Groomera by contacting Support@Groomera.com.
- Groomera Investigation: Groomera reviews the dispute, including the product listing, communication between Buyer and Seller, tracking information, and any evidence provided.
- Groomera's Decision: Groomera will determine the appropriate resolution, which may include:
- Requiring the Seller to issue a refund or replacement.
- Refunding the Buyer directly and deducting the amount from the Seller's account balance or future payouts.
- Determining that the Buyer is responsible for certain costs (e.g., return shipping for buyer's remorse).
- Taking disciplinary action against the Seller (e.g., account suspension, termination).
Groomera's decision is final and binding. Both Buyers and Sellers agree to accept Groomera's resolution of disputes under the 0-Z Guarantee.
3.9 Groomera-Initiated Refunds
In certain cases, Groomera may issue a refund directly to the Buyer and recover the amount from the Seller.
When Groomera May Issue Direct Refunds:
- The Seller fails to respond to a refund request within 5 business days.
- The Seller refuses to issue a legitimate refund (e.g., for defective products, products not as described).
- Groomera determines that the Buyer is entitled to a refund under the 0-Z Guarantee.
Recovery from Seller:
If Groomera issues a refund to the Buyer, Groomera will recover the refund amount from the Seller by:
- Deducting the amount from the Seller's next payout.
- Charging the Seller's connected payment method (if insufficient balance exists in the Seller's account).
- Holding the amount from the Seller's account balance (if funds are pending).
Sellers are solely responsible for refunds and may not dispute Groomera's decision to refund a Buyer under the 0-Z Guarantee.
3.10 Marketplace Fee Refunds
If a product is refunded (either by the Seller or by Groomera under the 0-Z Guarantee), the marketplace fee paid by the Seller will be refunded.
Marketplace Fee Refund Policy:
- The marketplace fee ($0.99 or 9% of the product price, whichever is greater) will be credited back to the Seller's account.
- This refund applies only if the entire product purchase is refunded to the Buyer.
- Partial refunds do not qualify for marketplace fee refunds.
Example:
- A Seller sold a product for $50. Groomera charged a marketplace fee of $4.50 (9% of $50).
- The Buyer returned the product for a full refund. The Seller refunded $50 to the Buyer.
- Groomera refunds the $4.50 marketplace fee to the Seller's account.
3.11 Damaged or Defective Products
If a product arrives damaged or defective, the Seller must provide a refund or replacement.
Seller's Obligations for Damaged/Defective Products:
- Refund or Replacement: The Seller must offer the Buyer the choice of a full refund or a replacement product at no additional cost.
- Return Requirements: Whether the Buyer must return the damaged/defective product depends on the Seller's preference. Some Sellers may allow the Buyer to keep the product and still receive a refund.
- Return Shipping Costs: The Seller must pay for return shipping (if a return is required).
Buyer's Responsibilities:
- Report Damage Within 7 Days: Buyers must report damaged or defective products within 7 days of delivery.
- Provide Evidence: Buyers should provide photographs or videos showing the damage or defect.
If the Seller refuses to provide a refund or replacement for a damaged/defective product, the Buyer may escalate the issue to Groomera under the 0-Z Guarantee.
3.12 Lost or Undelivered Shipments
If a product is never delivered, the Seller is responsible for issuing a refund or sending a replacement.
Lost Shipment Policy:
Tracking Shows "Delivered," But Buyer Did Not Receive Product:
- The Buyer should first contact the shipping carrier and check with neighbors, building management, or household members.
- If the product is confirmed lost or stolen, the Buyer should contact the Seller.
- The Seller must investigate with the shipping carrier and either issue a refund or send a replacement product.
Tracking Shows "In Transit" or "Delayed" Beyond Expected Delivery:
- The Buyer should wait a reasonable amount of time (typically 7-10 additional days) for the package to arrive.
- If the product does not arrive, the Buyer should contact the Seller, who must work with the shipping carrier to locate the package or issue a refund.
If the Seller refuses to refund or replace a lost shipment, the Buyer may escalate the issue to Groomera under the 0-Z Guarantee.
3.13 Wrong Item Shipped
If the Seller ships the wrong item, the Seller must:
- Refund the Buyer immediately OR provide the correct item at no additional cost.
- Pay for return shipping of the incorrect item.
- Request the return of the incorrect item (at the Seller's expense).
- Send the correct item at no additional cost to the Buyer (if the Buyer chooses a replacement instead of a refund).
Buyers are not responsible for return shipping costs when the Seller ships the wrong item.
3.14 Buyer Fraud and Abuse
Groomera takes buyer fraud and refund abuse seriously.
Examples of Buyer Fraud:
- Claiming a product was not received when tracking shows delivery to the correct address.
- Returning a different item than what was originally purchased (e.g., returning a damaged or counterfeit item instead of the original).
- Filing false claims of damage or defects to obtain free products.
- Repeatedly ordering and returning products without legitimate reasons (serial returners).
Actions Groomera May Take:
If Groomera or a Seller identifies buyer fraud or refund abuse, Groomera reserves the right to:
- Deny the refund request and require the Buyer to keep the product.
- Ban the Buyer's account from making future purchases on the Marketplace.
- Charge the Buyer for the product (if evidence of fraud is clear).
- Report the fraudulent activity to payment processors and law enforcement (if applicable).
Sellers may refuse refunds if they have clear evidence of buyer fraud (e.g., photos showing the returned item is not the original product, tracking showing delivery but Buyer claims non-receipt). Sellers should report suspected fraud to Groomera at Support@Groomera.com.
3.15 Disputed Refunds
If a Buyer and Seller disagree on whether a refund should be issued, Groomera will make the final determination.
Common Disputes:
- Seller claims the returned product is damaged by the Buyer; Buyer claims it was not.
- Seller claims the product was received; Buyer claims it was not.
- Seller claims the product matches the listing; Buyer claims it does not.
Dispute Resolution Process:
- Buyer and Seller attempt to resolve the dispute directly.
- Either party escalates the dispute to Groomera by contacting Support@Groomera.com.
- Groomera reviews evidence from both parties, including product listings, photos, tracking information, and communication history.
- Groomera makes a final decision on whether a refund is warranted and who is responsible for costs.
Groomera's decision is final and binding on both parties.
4. Refund Request Process
4.1 How to Request a Refund
For Platform Subscriptions:
- Email Support@Groomera.com with your account details, order number, and reason for the refund request.
- Include any supporting documentation (e.g., proof of billing error, evidence of service issues).
For Marketplace Products:
- Step 1: Contact the Seller directly through the Groomera Marketplace messaging system.
- Step 2: If the Seller does not respond within 5 business days or refuses to issue a refund, escalate the issue to Groomera by emailing Support@Groomera.com.
4.2 Required Information for Refund Requests
To request a refund, you must provide the following information:
For Subscriptions:
- Account email address.
- Order number or transaction ID.
- Reason for the refund request.
- Any supporting documentation (if applicable).
For Products:
- Order number.
- Product name and SKU (if available).
- Reason for the refund or return (e.g., defective, damaged, not as described, buyer's remorse).
- Photos or videos showing any damage or defects (if applicable).
- Tracking information for the return shipment (if you have already shipped the product back).
4.3 Response Time
Groomera will respond to refund requests within 2-7 business days.
Refund Processing Time:
- Platform Subscriptions: Approved refunds will be processed within 7-14 business days and will appear on your credit card or bank statement within 5-10 business days, depending on your financial institution.
- Marketplace Products: Sellers must issue refunds within 7 days of receiving the returned product. If the Seller does not comply, Groomera may issue the refund directly and recover the amount from the Seller.
4.4 Appeal Process
If your refund request is denied, you may appeal the decision.
How to Appeal:
- Email Support@Groomera.com with the subject line "Refund Appeal" and include:
- Your original refund request details.
- Reason for the appeal.
- Any additional evidence or information that supports your case.
Appeals will be reviewed by a member of Groomera's support team, and you will receive a response within 5-7 business days.
Groomera's decision on refund appeals is final and binding.
5. Legal Rights and Consumer Protection
5.1 Legal Refund Rights
Certain jurisdictions provide consumers with statutory rights to refunds, returns, or cooling-off periods that may supersede this Refund Policy.
Examples:
- European Union: EU consumers have a 14-day "right of withdrawal" for online purchases under the Consumer Rights Directive.
- California (USA): California consumers may have additional refund rights under California consumer protection laws.
- Other Jurisdictions: Consumers in other jurisdictions may have similar rights under local laws.
If local laws provide you with greater refund rights than those outlined in this Refund Policy, those legal rights will apply.
To exercise your legal refund rights, contact Support@Groomera.com and specify the legal basis for your refund request.
5.2 Dispute Resolution
Refund disputes are subject to the dispute resolution provisions outlined in the Groomera Terms of Service and Marketplace Terms, including:
- Informal dispute resolution (contacting Groomera support first).
- Binding arbitration on an individual basis (not class actions).
- Governing law (Connecticut, United States).
For full details on dispute resolution, please refer to Section 19 of the Groomera Terms of Service.
6. Changes to This Refund Policy
Groomera reserves the right to modify this Refund Policy at any time. When we make material changes, we will:
- Update the "Effective Date" at the top of this policy.
- Notify users via email, in-app notification, SMS, or a prominent notice on our website.
- Post the revised Refund Policy on our website.
It is your responsibility to review this Refund Policy periodically before each use of our Services or Marketplace. Your continued use of Groomera services or purchases after any changes become effective constitutes your acceptance of the updated Refund Policy.
7. Contact Information
For questions, concerns, or refund requests, please contact:
0 LLC (DBA Groomera)
- Email: Support@Groomera.com
- Mailing Address: PO BOX 208, Versailles, CT 06383
Refund Requests:
- Platform Subscriptions: Support@Groomera.com
- Marketplace Products: Contact the Seller directly first, then escalate to Support@Groomera.com if needed.
Response Time: We respond to refund requests within 2-7 business days.
BY USING GROOMERA'S SERVICES OR PURCHASING PRODUCTS THROUGH THE MARKETPLACE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS REFUND POLICY.