Refunds & Cancellations Policy

This Refunds & Cancellations Policy governs payments made through MyTailMail. At present, the only paid program available is the Founding Exchange. This policy applies to all purchases and donations made through the MyTailMail platform. By making a payment, you agree to these terms.

The Founding Exchange is a one-time enrollment program. A single fee of $5 is charged at checkout via Stripe to cover the cost of the matching service, curated gift fulfillment, and platform operations. Your payment is processed securely through Stripe. By completing checkout, you authorize MyTailMail to charge the $5 fee and participate in the Founding Exchange matching program.

If you cancel your Founding Exchange enrollment before you have been matched with a secret pal, you are eligible for a full refund. To request a refund, email hello@mytailmail.com with your account email and a brief explanation. Matching typically occurs shortly after enrollment. Once you have been matched, the cancellation window closes.

All sales are final once you have been matched with a secret pal or once a gift has been committed to fulfillment. Because gifts are curated and shipped directly to recipients, we cannot process refunds after matching. This includes situations where you change your mind, no longer wish to participate, or are unable to complete your pet's profile after matching.

Donations made through the Charitable Gifting option — including Shelter and Foster Pal gifts — are non-refundable. These donations support animal welfare partners and are treated as charitable contributions at the time of payment.

If you receive a defective, damaged, or incorrect gift, please contact us at hello@mytailmail.com within 14 days of delivery. We will arrange a replacement or refund at our discretion. If a gift has not arrived within the expected delivery window, please reach out and we will investigate with our fulfillment partners.

To request a refund, email hello@mytailmail.com with: • Your account email address • The date of your payment • A brief explanation of your reason for requesting a refund We will review your request and respond within 5 business days. Eligible refunds will be processed back to your original payment method.

We may update this Refunds & Cancellations Policy from time to time. We will notify you of significant changes by email or by posting a notice on our website. Continued use of MyTailMail after changes constitutes acceptance of the updated policy.

Questions about this policy? Contact us at: hello@mytailmail.com MyTailMail mytailmail.com