Evidence Based
Decisions are based on available transaction records, supporting evidence, and the circumstances of the case.
Tail Stocks Marketplace
Dispute Resolution Policy
Our process is designed to resolve transaction concerns fairly, efficiently, and based on reliable information while protecting both our customers and the Tail Stocks marketplace.
Effective May 30, 2026
Fair & Documented Resolution
Resolve the issue based on the facts.
Tail Stocks handles disputes through a documented review process that considers the transaction, available evidence, marketplace records, supplier information, logistics records, communications, and the rights and responsibilities of everyone involved.
Tail Stocks is operated by PET MASTERS INC.
Our Approach
Four principles guide every review
The goal is to understand what happened, determine responsibility, and reach an appropriate resolution without compromising legitimate customer rights or marketplace security.
Prompt Review
Customers should report concerns promptly so relevant records and circumstances can still be reasonably verified.
Proportionate Action
A dispute involving one part of an order should not unnecessarily affect unrelated and undisputed obligations.
Lawful Remedies
The process does not remove rights or remedies that cannot lawfully be waived under applicable Philippine law.
01
Scope of This Policy
This Dispute Resolution Policy applies to disputes and transaction concerns arising from the use of the Tail Stocks marketplace operated by PET MASTERS INC.
It may apply to concerns involving orders, quotations, product availability, payments, supplier sourcing, consolidation, deliveries, cargo forwarding, returns, refunds, credits, account adjustments, promotions, marketplace activity, and other matters connected with a Tail Stocks transaction.
This policy should be read together with the Tail Stocks Terms & Conditions, Return & Refund Policy, Privacy Policy, and other applicable marketplace policies.
02
Contact Tail Stocks First
Customers are encouraged to contact Tail Stocks directly when a concern arises so our team has a reasonable opportunity to review the issue and attempt a resolution.
Many transaction concerns can be resolved more efficiently by reviewing the order, payment, sourcing, warehouse, delivery, and communication records before further escalation.
Tell us what happened.
Provide the applicable order or invoice reference, the specific issue being disputed, the resolution being requested, and any available evidence that may help us understand and verify the concern.
03
Dispute Resolution Process
Tail Stocks generally follows a structured process so concerns can be reviewed consistently and with an appropriate record of what occurred.
01
Submit
Send the transaction details, concern, requested resolution, and available evidence.
02
Review
Tail Stocks examines relevant records and may request additional information.
03
Resolve
We determine an appropriate resolution based on the verified circumstances.
04
Escalate
Unresolved matters may proceed to management review or another appropriate remedy.
04
Information Needed for Review
A customer raising a dispute should provide enough information for Tail Stocks to reasonably identify and investigate the transaction.
05
Tail Stocks Review
Tail Stocks will review disputes in good faith using information reasonably available to the company.
Depending on the nature of the dispute, the review may include quotations, invoices, payment records, supplier confirmations, procurement records, warehouse records, product information, delivery records, cargo documents, photographs, customer communications, marketplace records, and other relevant information.
Tail Stocks may contact the customer, supplier, logistics provider, payment provider, or another relevant party where reasonably necessary to investigate the transaction.
06
Additional Information
Tail Stocks may request additional information or evidence where the information initially provided is insufficient to reasonably determine what occurred.
Customers are expected to reasonably cooperate with legitimate requests that are relevant to the dispute. Tail Stocks will not request information that is unnecessary to the review merely for the purpose of creating unreasonable barriers to a legitimate claim.
A resolution may be delayed where important information reasonably requested from the customer or another relevant party has not yet been provided.
07
Preserving Products & Evidence
Where the condition of a product, shipment, package, or other physical item is relevant to a dispute, the customer should reasonably preserve the affected item and available packaging while the claim is being reviewed.
Customers should avoid disposing of, consuming, altering, repacking, reselling, or otherwise materially changing disputed products where doing so would prevent reasonable verification.
This does not require a customer to retain a product where doing so would create a genuine health, safety, sanitation, or legal concern. In such cases, the customer should document the condition as thoroughly as reasonably possible before disposal.
08
Undisputed Amounts & Obligations
A dispute concerning one product, charge, shipment, or portion of a transaction does not automatically suspend obligations that are unrelated to the disputed matter.
Keep the dispute proportionate.
Amounts and obligations that are not genuinely disputed remain payable or performable according to the applicable transaction terms.
Tail Stocks may temporarily hold an action directly connected with the disputed portion while a legitimate investigation is underway where reasonably necessary to avoid an incorrect payment, refund, credit, replacement, or adjustment.
09
Available Resolutions
The appropriate resolution depends on the verified facts and the nature of the dispute.
Refund or Adjustment
An eligible amount may be refunded, credited, or adjusted against an outstanding balance where appropriate.
Replacement
An affected product may be replaced where replacement is an appropriate and reasonably available remedy.
Transaction Correction
Incorrect records, quantities, charges, or other transaction details may be corrected where the evidence supports the change.
No Adjustment
A claim may be denied where the available evidence does not establish an error or other basis for the requested remedy.
Tail Stocks may also propose another commercially reasonable resolution where appropriate and mutually acceptable.
10
Supplier Related Disputes
Tail Stocks sources products from partner suppliers, distributors, and other legitimate supply channels. Certain disputes may therefore require verification or coordination with the applicable supplier.
Supplier involvement does not automatically mean that Tail Stocks will dismiss the customer's concern. Tail Stocks will review the part of the transaction for which it is responsible and may coordinate with the supplier where information, replacement, verification, or another supplier level action is reasonably necessary.
Where a matter is properly subject to a manufacturer, distributor, or supplier claim procedure, Tail Stocks may reasonably assist the customer in coordinating the applicable process.
11
Courier & Cargo Forwarder Disputes
Where a dispute involves loss, delay, or damage during transportation, responsibility may depend on the delivery arrangement and when the relevant event occurred.
Tail Stocks Arranged Delivery
Tail Stocks will review responsibility where the relevant issue occurred while the shipment remained under its responsibility or an applicable delivery arrangement managed by Tail Stocks.
Customer Nominated Forwarder
Loss or damage occurring after proper handover to a cargo forwarder selected by the customer will generally be subject to that provider's applicable claims, insurance, and liability procedures.
Where appropriate, Tail Stocks may provide available shipment records or other reasonable assistance needed to support a legitimate third party logistics claim.
12
Payment & Card Disputes
Customers should contact Tail Stocks promptly if they believe a payment was processed incorrectly, duplicated, unauthorized, refunded incorrectly, or otherwise requires investigation.
Where the transaction was processed through a bank, card network, payment processor, or other payment provider, Tail Stocks may be required to follow the applicable provider's investigation, refund, evidence, security, or dispute procedures.
Credit card refunds approved by Tail Stocks will be processed through the applicable card payment channel in accordance with the Tail Stocks Return & Refund Policy and applicable payment provider procedures.
13
Chargebacks & Payment Reversals
A customer who believes a transaction is incorrect is encouraged to contact Tail Stocks promptly so the underlying issue can be investigated.
If a customer initiates a chargeback, payment reversal, or similar financial dispute, Tail Stocks may provide the applicable payment provider or financial institution with relevant transaction records and evidence necessary to respond to the dispute.
This may include order records, invoices, payment information, proof of fulfillment, delivery information, communications, applicable policies, and other information reasonably relevant to the payment dispute, subject to applicable privacy and data protection requirements.
14
Duplicate Recovery
A customer is not entitled to receive more than one recovery for the same verified loss.
If a customer has already received a refund, replacement, credit, payment reversal, insurance recovery, courier settlement, supplier settlement, or another form of compensation for the same loss, Tail Stocks may take that recovery into account when determining whether any further amount or remedy remains due.
Where duplicate reimbursement occurs, Tail Stocks may request repayment or take other reasonable and lawful steps to correct the duplicate recovery.
15
Fraudulent & Abusive Claims
Tail Stocks may take reasonable action where there is credible evidence that the dispute process is being deliberately misused.
Examples may include knowingly fabricated claims, altered or falsified evidence, deliberate concealment of material information, intentional duplicate recovery, unauthorized payment activity, coordinated fraud, or misuse of chargeback procedures.
Legitimate complaints are protected.
Making a good faith complaint, disputing a genuine error, requesting a lawful remedy, or exercising a legitimate legal right will not by itself be treated as fraud or marketplace abuse.
16
Account Restrictions During a Dispute
Tail Stocks will not ordinarily restrict an account merely because a customer raises a legitimate complaint.
However, temporary or permanent account restrictions may be applied where reasonably necessary to address suspected fraud, unauthorized access, payment security concerns, repeated abusive conduct, material marketplace misuse, legal requirements, or another legitimate security or risk issue.
Any restriction should be proportionate to the circumstances and may remain in place while a relevant security or fraud investigation is ongoing.
17
Management Escalation
If a dispute cannot be resolved through the initial review, the customer may request that the matter be escalated for further internal review.
Management may review the available evidence, prior communications, applicable marketplace policies, commercial circumstances, and the resolution previously proposed.
Management may uphold, modify, or replace the proposed resolution where the facts and applicable obligations reasonably support doing so.
18
Good Faith Resolution
Tail Stocks encourages customers and the company to make reasonable good faith efforts to resolve disputes directly whenever practical.
A good faith resolution may involve clarification, correction, replacement, refund, account adjustment, additional verification, coordination with a third party, or another mutually acceptable outcome.
Nothing requires either party to accept a proposed settlement that they do not agree to, unless the obligation otherwise arises under applicable law, a binding agreement, or a lawful decision by a competent authority.
19
Voluntary Alternative Dispute Resolution
If direct efforts do not resolve a dispute, the parties may mutually agree to pursue mediation, conciliation, arbitration, or another appropriate form of alternative dispute resolution where suitable.
Participation in a particular private alternative dispute resolution process will be based on the parties' agreement or another lawful basis. This policy does not by itself require every customer dispute to proceed to mandatory private arbitration.
Alternative resolution can remain voluntary.
Where both parties believe it is appropriate, an agreed alternative dispute resolution process may provide a practical way to resolve a matter without immediately proceeding to formal litigation.
20
Privacy Related Complaints
A dispute involving the collection, use, disclosure, security, access, correction, deletion, or other processing of personal information may also be governed by the Tail Stocks Privacy Policy and applicable Philippine data protection law.
Customers are encouraged to first provide Tail Stocks with written notice of a privacy concern so PET MASTERS INC. has an opportunity to investigate and respond through the appropriate privacy process.
Nothing in this policy prevents a data subject from exercising applicable rights or filing a complaint with the National Privacy Commission in accordance with the Data Privacy Act of 2012 and the Commission's applicable rules and procedures.
21
Government & Regulatory Complaints
Nothing in this policy is intended to prevent a customer or PET MASTERS INC. from contacting, cooperating with, responding to, or filing a matter before a government agency, regulator, law enforcement authority, court, or other competent authority where permitted or required by applicable law.
Tail Stocks may respond to lawful requests, orders, subpoenas, investigations, regulatory processes, or other legally valid requirements in accordance with applicable law.
22
Urgent Legal Relief
Nothing in this policy requires either party to delay seeking urgent or protective legal relief where immediate action is reasonably necessary to protect legal rights, prevent fraud, preserve evidence, protect personal information, address a security incident, prevent irreparable harm, or comply with law.
The availability of internal review or voluntary dispute resolution does not eliminate lawful remedies that require immediate action.
23
Confidentiality & Personal Information
Information submitted in connection with a dispute may be used and disclosed to the extent reasonably necessary to investigate, document, respond to, resolve, defend, or comply with legal obligations relating to the dispute.
This may require appropriate sharing with authorized personnel, suppliers, logistics providers, payment providers, professional advisers, insurers, regulators, courts, or other relevant parties where there is a legitimate and lawful reason to do so.
Personal information will continue to be handled in accordance with the Tail Stocks Privacy Policy and applicable data protection requirements.
24
Dispute Records
PET MASTERS INC. may retain records relating to disputes, claims, investigations, resolutions, payments, refunds, deliveries, communications, and supporting evidence where reasonably necessary for transaction administration, accounting, fraud prevention, legal compliance, defense of claims, marketplace security, or other legitimate purposes.
Retention of personal information remains subject to the Tail Stocks Privacy Policy and applicable data protection requirements.
25
Business to Business Transactions
Tail Stocks primarily operates as a business to business wholesale marketplace for pet shops, veterinary clinics, resellers, online sellers, and other businesses purchasing products for resale or commercial use.
This dispute process is therefore designed around commercial sourcing, supplier commitments, wholesale quantities, consolidated procurement, payment processing, and business deliveries.
Nothing in this policy is intended to exclude, restrict, or waive a right or remedy that cannot lawfully be excluded, restricted, or waived under applicable Philippine law.
26
Applicable Law
This policy and disputes relating to Tail Stocks transactions are governed by the applicable laws of the Republic of the Philippines, without limiting rights or remedies that must apply under mandatory law.
Any formal legal proceeding will be subject to applicable Philippine laws and procedural rules, together with any valid and enforceable contractual provisions governing the applicable transaction.
27
No Waiver of Mandatory Rights
Nothing in this Dispute Resolution Policy is intended to prevent either party from exercising a right, remedy, defense, regulatory process, or legal recourse that cannot lawfully be waived.
If a provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will apply to the extent of the conflict.
28
Policy Updates
PET MASTERS INC. may update this Dispute Resolution Policy from time to time to reflect changes in Tail Stocks operations, payment methods, marketplace processes, supplier arrangements, logistics procedures, security requirements, or applicable legal and regulatory requirements.
The latest version will be published on the Tail Stocks website with the applicable effective or updated date.
Related Information
Other Tail Stocks policies
These policies work together to explain marketplace transactions, customer information, returns, refunds, and company information.
Customer Support
Have a transaction concern?
Send us the order details, explain the issue clearly, and include any relevant evidence. Our team will review the concern and work toward an appropriate resolution.
PET MASTERS INC.
2F JCQ Bldg., Talamban, Cebu City, Cebu, Philippines 6000
2F JCQ Bldg., Talamban, Cebu City, Cebu, Philippines 6000
Tail Stocks Marketplace
Dispute Resolution Policy
Our process is designed to resolve transaction concerns fairly, efficiently, and based on reliable information while protecting both our customers and the Tail Stocks marketplace.
Effective May 30, 2026
Fair & Documented Resolution
Resolve the issue based on the facts.
Tail Stocks handles disputes through a documented review process that considers the transaction, available evidence, marketplace records, supplier information, logistics records, communications, and the rights and responsibilities of everyone involved.
Tail Stocks is operated by PET MASTERS INC.
Our Approach
Four principles guide every review
The goal is to understand what happened, determine responsibility, and reach an appropriate resolution without compromising legitimate customer rights or marketplace security.
Evidence Based
Decisions are based on available transaction records, supporting evidence, and the circumstances of the case.
Prompt Review
Customers should report concerns promptly so relevant records and circumstances can still be reasonably verified.
Proportionate Action
A dispute involving one part of an order should not unnecessarily affect unrelated and undisputed obligations.
Lawful Remedies
The process does not remove rights or remedies that cannot lawfully be waived under applicable Philippine law.
01
Scope of This Policy
This Dispute Resolution Policy applies to disputes and transaction concerns arising from the use of the Tail Stocks marketplace operated by PET MASTERS INC.
It may apply to concerns involving orders, quotations, product availability, payments, supplier sourcing, consolidation, deliveries, cargo forwarding, returns, refunds, credits, account adjustments, promotions, marketplace activity, and other matters connected with a Tail Stocks transaction.
This policy should be read together with the Tail Stocks Terms & Conditions, Return & Refund Policy, Privacy Policy, and other applicable marketplace policies.
02
Contact Tail Stocks First
Customers are encouraged to contact Tail Stocks directly when a concern arises so our team has a reasonable opportunity to review the issue and attempt a resolution.
Many transaction concerns can be resolved more efficiently by reviewing the order, payment, sourcing, warehouse, delivery, and communication records before further escalation.
Tell us what happened.
Provide the applicable order or invoice reference, the specific issue being disputed, the resolution being requested, and any available evidence that may help us understand and verify the concern.
03
Dispute Resolution Process
Tail Stocks generally follows a structured process so concerns can be reviewed consistently and with an appropriate record of what occurred.
01
Submit
Send the transaction details, concern, requested resolution, and available evidence.
02
Review
Tail Stocks examines relevant records and may request additional information.
03
Resolve
We determine an appropriate resolution based on the verified circumstances.
04
Escalate
Unresolved matters may proceed to management review or another appropriate remedy.
04
Information Needed for Review
A customer raising a dispute should provide enough information for Tail Stocks to reasonably identify and investigate the transaction.
05
Tail Stocks Review
Tail Stocks will review disputes in good faith using information reasonably available to the company.
Depending on the nature of the dispute, the review may include quotations, invoices, payment records, supplier confirmations, procurement records, warehouse records, product information, delivery records, cargo documents, photographs, customer communications, marketplace records, and other relevant information.
Tail Stocks may contact the customer, supplier, logistics provider, payment provider, or another relevant party where reasonably necessary to investigate the transaction.
06
Additional Information
Tail Stocks may request additional information or evidence where the information initially provided is insufficient to reasonably determine what occurred.
Customers are expected to reasonably cooperate with legitimate requests that are relevant to the dispute. Tail Stocks will not request information that is unnecessary to the review merely for the purpose of creating unreasonable barriers to a legitimate claim.
A resolution may be delayed where important information reasonably requested from the customer or another relevant party has not yet been provided.
07
Preserving Products & Evidence
Where the condition of a product, shipment, package, or other physical item is relevant to a dispute, the customer should reasonably preserve the affected item and available packaging while the claim is being reviewed.
Customers should avoid disposing of, consuming, altering, repacking, reselling, or otherwise materially changing disputed products where doing so would prevent reasonable verification.
This does not require a customer to retain a product where doing so would create a genuine health, safety, sanitation, or legal concern. In such cases, the customer should document the condition as thoroughly as reasonably possible before disposal.
08
Undisputed Amounts & Obligations
A dispute concerning one product, charge, shipment, or portion of a transaction does not automatically suspend obligations that are unrelated to the disputed matter.
Keep the dispute proportionate.
Amounts and obligations that are not genuinely disputed remain payable or performable according to the applicable transaction terms.
Tail Stocks may temporarily hold an action directly connected with the disputed portion while a legitimate investigation is underway where reasonably necessary to avoid an incorrect payment, refund, credit, replacement, or adjustment.
09
Available Resolutions
The appropriate resolution depends on the verified facts and the nature of the dispute.
Refund or Adjustment
An eligible amount may be refunded, credited, or adjusted against an outstanding balance where appropriate.
Replacement
An affected product may be replaced where replacement is an appropriate and reasonably available remedy.
Transaction Correction
Incorrect records, quantities, charges, or other transaction details may be corrected where the evidence supports the change.
No Adjustment
A claim may be denied where the available evidence does not establish an error or other basis for the requested remedy.
Tail Stocks may also propose another commercially reasonable resolution where appropriate and mutually acceptable.
10
Supplier Related Disputes
Tail Stocks sources products from partner suppliers, distributors, and other legitimate supply channels. Certain disputes may therefore require verification or coordination with the applicable supplier.
Supplier involvement does not automatically mean that Tail Stocks will dismiss the customer's concern. Tail Stocks will review the part of the transaction for which it is responsible and may coordinate with the supplier where information, replacement, verification, or another supplier level action is reasonably necessary.
Where a matter is properly subject to a manufacturer, distributor, or supplier claim procedure, Tail Stocks may reasonably assist the customer in coordinating the applicable process.
11
Courier & Cargo Forwarder Disputes
Where a dispute involves loss, delay, or damage during transportation, responsibility may depend on the delivery arrangement and when the relevant event occurred.
Tail Stocks Arranged Delivery
Tail Stocks will review responsibility where the relevant issue occurred while the shipment remained under its responsibility or an applicable delivery arrangement managed by Tail Stocks.
Customer Nominated Forwarder
Loss or damage occurring after proper handover to a cargo forwarder selected by the customer will generally be subject to that provider's applicable claims, insurance, and liability procedures.
Where appropriate, Tail Stocks may provide available shipment records or other reasonable assistance needed to support a legitimate third party logistics claim.
12
Payment & Card Disputes
Customers should contact Tail Stocks promptly if they believe a payment was processed incorrectly, duplicated, unauthorized, refunded incorrectly, or otherwise requires investigation.
Where the transaction was processed through a bank, card network, payment processor, or other payment provider, Tail Stocks may be required to follow the applicable provider's investigation, refund, evidence, security, or dispute procedures.
Credit card refunds approved by Tail Stocks will be processed through the applicable card payment channel in accordance with the Tail Stocks Return & Refund Policy and applicable payment provider procedures.
13
Chargebacks & Payment Reversals
A customer who believes a transaction is incorrect is encouraged to contact Tail Stocks promptly so the underlying issue can be investigated.
If a customer initiates a chargeback, payment reversal, or similar financial dispute, Tail Stocks may provide the applicable payment provider or financial institution with relevant transaction records and evidence necessary to respond to the dispute.
This may include order records, invoices, payment information, proof of fulfillment, delivery information, communications, applicable policies, and other information reasonably relevant to the payment dispute, subject to applicable privacy and data protection requirements.
14
Duplicate Recovery
A customer is not entitled to receive more than one recovery for the same verified loss.
If a customer has already received a refund, replacement, credit, payment reversal, insurance recovery, courier settlement, supplier settlement, or another form of compensation for the same loss, Tail Stocks may take that recovery into account when determining whether any further amount or remedy remains due.
Where duplicate reimbursement occurs, Tail Stocks may request repayment or take other reasonable and lawful steps to correct the duplicate recovery.
15
Fraudulent & Abusive Claims
Tail Stocks may take reasonable action where there is credible evidence that the dispute process is being deliberately misused.
Examples may include knowingly fabricated claims, altered or falsified evidence, deliberate concealment of material information, intentional duplicate recovery, unauthorized payment activity, coordinated fraud, or misuse of chargeback procedures.
Legitimate complaints are protected.
Making a good faith complaint, disputing a genuine error, requesting a lawful remedy, or exercising a legitimate legal right will not by itself be treated as fraud or marketplace abuse.
16
Account Restrictions During a Dispute
Tail Stocks will not ordinarily restrict an account merely because a customer raises a legitimate complaint.
However, temporary or permanent account restrictions may be applied where reasonably necessary to address suspected fraud, unauthorized access, payment security concerns, repeated abusive conduct, material marketplace misuse, legal requirements, or another legitimate security or risk issue.
Any restriction should be proportionate to the circumstances and may remain in place while a relevant security or fraud investigation is ongoing.
17
Management Escalation
If a dispute cannot be resolved through the initial review, the customer may request that the matter be escalated for further internal review.
Management may review the available evidence, prior communications, applicable marketplace policies, commercial circumstances, and the resolution previously proposed.
Management may uphold, modify, or replace the proposed resolution where the facts and applicable obligations reasonably support doing so.
18
Good Faith Resolution
Tail Stocks encourages customers and the company to make reasonable good faith efforts to resolve disputes directly whenever practical.
A good faith resolution may involve clarification, correction, replacement, refund, account adjustment, additional verification, coordination with a third party, or another mutually acceptable outcome.
Nothing requires either party to accept a proposed settlement that they do not agree to, unless the obligation otherwise arises under applicable law, a binding agreement, or a lawful decision by a competent authority.
19
Voluntary Alternative Dispute Resolution
If direct efforts do not resolve a dispute, the parties may mutually agree to pursue mediation, conciliation, arbitration, or another appropriate form of alternative dispute resolution where suitable.
Participation in a particular private alternative dispute resolution process will be based on the parties' agreement or another lawful basis. This policy does not by itself require every customer dispute to proceed to mandatory private arbitration.
Alternative resolution can remain voluntary.
Where both parties believe it is appropriate, an agreed alternative dispute resolution process may provide a practical way to resolve a matter without immediately proceeding to formal litigation.
20
Privacy Related Complaints
A dispute involving the collection, use, disclosure, security, access, correction, deletion, or other processing of personal information may also be governed by the Tail Stocks Privacy Policy and applicable Philippine data protection law.
Customers are encouraged to first provide Tail Stocks with written notice of a privacy concern so PET MASTERS INC. has an opportunity to investigate and respond through the appropriate privacy process.
Nothing in this policy prevents a data subject from exercising applicable rights or filing a complaint with the National Privacy Commission in accordance with the Data Privacy Act of 2012 and the Commission's applicable rules and procedures.
21
Government & Regulatory Complaints
Nothing in this policy is intended to prevent a customer or PET MASTERS INC. from contacting, cooperating with, responding to, or filing a matter before a government agency, regulator, law enforcement authority, court, or other competent authority where permitted or required by applicable law.
Tail Stocks may respond to lawful requests, orders, subpoenas, investigations, regulatory processes, or other legally valid requirements in accordance with applicable law.
22
Urgent Legal Relief
Nothing in this policy requires either party to delay seeking urgent or protective legal relief where immediate action is reasonably necessary to protect legal rights, prevent fraud, preserve evidence, protect personal information, address a security incident, prevent irreparable harm, or comply with law.
The availability of internal review or voluntary dispute resolution does not eliminate lawful remedies that require immediate action.
23
Confidentiality & Personal Information
Information submitted in connection with a dispute may be used and disclosed to the extent reasonably necessary to investigate, document, respond to, resolve, defend, or comply with legal obligations relating to the dispute.
This may require appropriate sharing with authorized personnel, suppliers, logistics providers, payment providers, professional advisers, insurers, regulators, courts, or other relevant parties where there is a legitimate and lawful reason to do so.
Personal information will continue to be handled in accordance with the Tail Stocks Privacy Policy and applicable data protection requirements.
24
Dispute Records
PET MASTERS INC. may retain records relating to disputes, claims, investigations, resolutions, payments, refunds, deliveries, communications, and supporting evidence where reasonably necessary for transaction administration, accounting, fraud prevention, legal compliance, defense of claims, marketplace security, or other legitimate purposes.
Retention of personal information remains subject to the Tail Stocks Privacy Policy and applicable data protection requirements.
25
Business to Business Transactions
Tail Stocks primarily operates as a business to business wholesale marketplace for pet shops, veterinary clinics, resellers, online sellers, and other businesses purchasing products for resale or commercial use.
This dispute process is therefore designed around commercial sourcing, supplier commitments, wholesale quantities, consolidated procurement, payment processing, and business deliveries.
Nothing in this policy is intended to exclude, restrict, or waive a right or remedy that cannot lawfully be excluded, restricted, or waived under applicable Philippine law.
26
Applicable Law
This policy and disputes relating to Tail Stocks transactions are governed by the applicable laws of the Republic of the Philippines, without limiting rights or remedies that must apply under mandatory law.
Any formal legal proceeding will be subject to applicable Philippine laws and procedural rules, together with any valid and enforceable contractual provisions governing the applicable transaction.
27
No Waiver of Mandatory Rights
Nothing in this Dispute Resolution Policy is intended to prevent either party from exercising a right, remedy, defense, regulatory process, or legal recourse that cannot lawfully be waived.
If a provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will apply to the extent of the conflict.
28
Policy Updates
PET MASTERS INC. may update this Dispute Resolution Policy from time to time to reflect changes in Tail Stocks operations, payment methods, marketplace processes, supplier arrangements, logistics procedures, security requirements, or applicable legal and regulatory requirements.
The latest version will be published on the Tail Stocks website with the applicable effective or updated date.
Related Information
Other Tail Stocks policies
These policies work together to explain marketplace transactions, customer information, returns, refunds, and company information.
Customer Support
Have a transaction concern?
Send us the order details, explain the issue clearly, and include any relevant evidence. Our team will review the concern and work toward an appropriate resolution.
PET MASTERS INC.
2F JCQ Bldg., Talamban, Cebu City, Cebu, Philippines 6000
2F JCQ Bldg., Talamban, Cebu City, Cebu, Philippines 6000