Terms of service

Terms & Conditions

1.1 About us and about these Terms

Tailord India Private Limited, a company incorporated under the Companies Act, 2013, CIN U14101TN2026PTC193950, GSTIN 33AANCT2249Q1ZP, having its principal place of business at 13/385, Main Road, Ambalavanapuram, Ambasamudram, Tirunelveli, Tamil Nadu 627425 ("Tail-Ord", "Company", "we", "us", "our") owns and operates the website www.tail-ord.com and any associated mobile applications (together, the "Platform").

Through the Platform we sell apparel, accessories and related products for companion animals ("Products"). We sell our own inventory and are an inventory e-commerce entity for the purposes of the Consumer Protection (E-Commerce) Rules, 2020.

These Terms & Conditions ("Terms") govern your access to and use of the Platform and every order you place on it. By accessing the Platform, creating an account or placing an order, you confirm that you have read, understood and agree to be bound by these Terms, together with our Privacy Policy, Cookie Policy, Product Safety, Fit & Use Policy, Shipping & Delivery Policy, Cancellation Policy and Return & Refund Policy, each of which is incorporated into these Terms by reference.

If you do not agree to these Terms, you must not use the Platform.

1.2 Eligibility

You may use the Platform and place orders only if you are (a) at least 18 years of age, (b) competent to contract under the Indian Contract Act, 1872, and (c) not barred from receiving goods or services under any applicable law. If you are under 18, you may use the Platform only under the supervision of a parent or legal guardian who agrees to these Terms on your behalf and accepts responsibility for your use of the Platform.

By placing an order you represent that you are acquiring the Product for the use of a companion animal lawfully in your care or in the care of the intended recipient.

1.3 Your account

You may be required to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You agree to provide accurate, current and complete information and to keep it updated. We may suspend or terminate an account where we have reasonable grounds to believe that the information provided is false, that the account is being used for fraudulent or abusive purposes, or that these Terms have been breached.

1.4 Products, descriptions and images

We take reasonable care to describe Products accurately, including composition, dimensions and care requirements. However:

Colours displayed depend on your device's screen and calibration and may differ from the physical Product.
Photographs may show a Product on a model animal of a particular size or breed and are indicative only. They do not represent how the Product will fit your animal.
Measurements stated in size charts are garment measurements or recommended animal measurements as indicated on the relevant page, and are subject to a manufacturing tolerance of [±X cm], which is not a defect.
Availability is not guaranteed and stock is subject to change without notice.

Where a Product is described as handmade, hand-finished or made from natural materials, minor variation in grain, weave, shade or finish between units is inherent to the Product and is not a defect.

1.5 Nature and intended use of our Products

Our Products are apparel and fashion accessories for companion animals. Unless a specific Product page expressly states otherwise and identifies the applicable standard and test report:

our Products are not medical, therapeutic, orthopaedic, post-surgical or veterinary devices;
our harnesses, collars and leads are walking and fashion accessories. They are not vehicle restraint systems, crash-tested car harnesses, escape-proof restraints, service-animal equipment, working or sporting harnesses, weight-bearing or lifting equipment, or flotation devices;
our Products are not substitutes for supervision, training, or veterinary care;
no Product is warranted to prevent escape, prevent pulling, or restrain any animal in any circumstance.

Your use of every Product is subject to the Product Safety, Fit & Use Policy at section 2 of this pack, which forms part of these Terms. You must read it before first use.

1.6 Pricing, taxes and payment

All prices are displayed in Indian Rupees and, unless expressly stated otherwise, are inclusive of applicable Goods and Services Tax. Shipping charges, where applicable, are displayed separately before you confirm your order and are added to the order total. We do not add any charge at the payment stage that was not disclosed on the cart or checkout page before payment.

We reserve the right to change prices at any time before an order is accepted. If a Product is listed at a manifestly incorrect price due to a technical or human error, we may cancel the affected order and refund any amount already paid in full; we will notify you before doing so.

Payment is accepted through the methods displayed at checkout, which may include UPI, credit and debit cards, net banking, wallets, and cash on delivery ("COD") where available. Payments are processed by third-party payment gateways. We do not store your full card or banking credentials. Your use of a payment method is additionally governed by that provider's terms.

We take payment only on your express and affirmative consent. We do not use pre-ticked boxes, and we do not automatically enrol you in any recurring charge, subscription or add-on. Any optional add-on must be selected by you.

We may decline, cancel or limit an order where we reasonably suspect fraud, an unauthorised transaction, resale in commercial quantities, or a pattern of returns abuse.

1.7 How a contract is formed

Product listings are an invitation to offer, not an offer. Your order is an offer to purchase. A binding contract arises only when we send you a dispatch confirmation for the Product concerned. An order confirmation or payment acknowledgement is not acceptance of your offer.

Where an order contains several Products, a contract arises separately for each Product on dispatch of that Product.

1.8 Delivery, cancellation, returns and refunds

Delivery is governed by our Shipping & Delivery Policy. Cancellation is governed by our Cancellation Policy. Returns and refunds are governed by our Return & Refund Policy. Each is available on the Platform and forms part of these Terms.

Nothing in those policies limits your statutory rights under the Consumer Protection Act, 2019 or the Sale of Goods Act, 1930.

1.9 Intellectual property

All content on the Platform — including the "Tail-Ord" name and logo, the tagline "style, unleashed!", product designs, artwork, photographs, illustrations, text, layout, and software — is owned by or licensed to the Company and is protected under the Trade Marks Act, 1999, the Copyright Act, 1957, the Designs Act, 2000, and other applicable law.

You may access and view the content for personal, non-commercial purposes only. You must not reproduce, distribute, modify, publicly display, scrape, data-mine, or create derivative works from any part of the Platform, or use any of our marks, without our prior written permission.

1.10 User content and reviews

If you post a review, photograph, video or other content on the Platform ("User Content"), you grant us a non-exclusive, royalty-free, worldwide, sub-licensable, perpetual and irrevocable licence to use, reproduce, adapt, publish and display that User Content in connection with the Platform and our marketing, in any media.

You confirm that you own or control all rights in your User Content, that it is accurate, that it relates to a Product you actually purchased, and that it does not infringe any third party's rights.

You must not post User Content that is unlawful, defamatory, obscene, misleading, infringing, or that depicts cruelty to an animal. We may remove User Content at our discretion. We do not publish, solicit or incentivise fake reviews, and we do not suppress genuine unfavourable reviews.

1.11 Prohibited conduct

You must not: use the Platform for any unlawful purpose; interfere with or disrupt the Platform or its security; attempt to gain unauthorised access to any system or account; use any robot, spider or automated means to access the Platform except for public search engine indexing; misrepresent yourself as a consumer when acting as a seller or competitor; place orders using stolen or unauthorised payment instruments; or abuse our return, refund, coupon or referral facilities.

1.12 Third-party links and services

The Platform may link to third-party websites, social media pages, logistics trackers or payment providers. We do not control and are not responsible for their content, practices or policies. Your dealings with them are at your own risk and subject to their terms.

1.13 Limitation of liability

Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited, including liability under Chapter VI of the Consumer Protection Act, 2019, liability for death or personal injury caused by our negligence, or liability for fraud or fraudulent misrepresentation. Your statutory rights as a consumer are unaffected.

Subject to that, and to the extent permitted by law, this section applies to all claims arising out of or in connection with these Terms or your use of a Product, whether such claims arise in contract, tort (including negligence), breach of statutory duty, or otherwise:

(a) We are liable for loss or damage that is a reasonably foreseeable result of our breach of these Terms or our negligence.

(b) We are not liable for loss or damage that was not reasonably foreseeable, or for loss of profit, loss of business, loss of opportunity, or loss of data.

(c) We are not liable for loss or damage caused by: your failure to follow the Product Safety, Fit & Use Policy or the care and warning instructions supplied with the Product; your selection of an incorrect size against our published size chart; alteration, modification, repair or customisation of a Product; use of a Product for a purpose it was not supplied for; continued use of a Product after a defect, damage or an adverse reaction became or ought to have become apparent; or normal wear and tear.

(d) Except in respect of liability which cannot lawfully be limited, our aggregate liability, and the aggregate liability of our officers, employees and agents, in respect of any order is limited to the amount paid by you for that order, plus documented direct veterinary expenses reasonably and necessarily incurred as a result of a Product defect confirmed under our safety-report assessment process (see Grievance Redressal & Product Safety Policy), up to ₹ 5000/- per incident at this price point subject to eligibility.

(e) This section does not limit your right to a refund, replacement or repair of a defective, damaged or wrongly shipped Product under our Returns, Refund and Cancellation Policy or under applicable law.

1.14 Indemnity

You agree to indemnify us, our officers, employees and agents against any claim, proceeding, loss, damage, cost or reasonable legal expense that we incur as a result of, or in connection with:

your breach of these Terms;
your User Content, including any claim that it infringes a third party's rights, or is defamatory, unlawful or in breach of our content guidelines;
your use of a Product in a manner contrary to the instructions and warnings supplied with it, or contrary to the Product Safety, Fit & Use Policy; or
any information you provide to us that is false, inaccurate or misleading.

This indemnity applies only to the extent the claim, loss, damage, cost or expense arises from your act, omission or default, and does not apply to the extent it is caused or contributed to by our breach of these Terms, our negligence, or a defect in a Product.

Before making a claim under this clause, we will notify you of the claim and give you a reasonable opportunity to respond.

1.15 Force majeure

We will not be liable for any delay in performing, or failure to perform, any of our obligations under these Terms to the extent that the delay or failure is caused by an event beyond our reasonable control (a "Force Majeure Event"), including: act of God, flood, fire, earthquake or other natural disaster; epidemic or pandemic; war, civil unrest, riot or terrorism; strike, lockout or industrial action (other than by our own workforce); action, restriction or regulation imposed by any government or public authority; failure of public infrastructure, telecommunications or the internet; failure or disruption of a courier, logistics or payment network; or a cyber-attack or similar malicious act directed at our systems.
On becoming aware of a Force Majeure Event, we will notify affected customers as soon as reasonably practicable and will use reasonable efforts to mitigate its effect and resume performance.
If a Force Majeure Event delays the delivery of your order, and continues for more than 30 days from the date it began, you may cancel the affected order by notifying us, and we will refund any amount you have paid for that order within the timelines set out in our Refund Policy. This clause does not affect your right to a refund for an order that cannot be fulfilled at all, regardless of the 30-day period.
This clause does not excuse a delay or failure caused by an event that a party could reasonably have avoided or mitigated through the exercise of due diligence, and does not affect any liability that cannot lawfully be excluded, including under Chapter VI of the Consumer Protection Act, 2019.

1.16 Suspension, termination and changes to these Terms

We may modify, suspend or discontinue any part of the Platform at any time. We may suspend or terminate your access where you breach these Terms.

We may amend these Terms at any time by posting the amended version on the Platform with an updated "Last updated" date. Amendments take effect prospectively. The Terms that apply to an order are those in force when the order was placed. Where an amendment is material, we will [notify registered users by email / display a notice on the Platform for X days].

1.17 Grievance redressal

Any complaint about your order, a Product, or these Terms may be raised with our Grievance Officer, whose name, designation and contact details appear at section 9. We will provide you a reference number for your complaint, acknowledge it within 48 hours of receipt, and endeavour to redress it within one month of receipt, in accordance with Rule 4(4) and (5) of the Consumer Protection (E-Commerce) Rules, 2020.

If your complaint relates specifically to how we handle your personal data, you may instead contact our Data Protection Contact at section 9.5.

1.18 Governing law and disputes

These Terms are governed by the laws of India. Subject to the paragraph below, the courts at Tirunelveli, Tamil Nadu (the Company's principal place of business) shall have jurisdiction.

Nothing in this section affects your right as a consumer to institute proceedings before the appropriate District, State or National Consumer Disputes Redressal Commission, including at the place where you ordinarily reside or personally work for gain, under section 34(2)(d) of the Consumer Protection Act, 2019.

1.19 Severability and entire agreement

If any provision of these Terms is held invalid or unenforceable, that provision shall be severed and the remainder shall continue in effect. These Terms, together with the policies incorporated by reference, constitute the entire agreement between you and us in respect of your use of the Platform.

1.20 International orders

These Terms apply to orders placed for delivery within India. Orders placed for delivery outside India, are governed by a separate set of terms and policies published on the relevant regional storefront.