Terms of use

1. Definitions

"FluffyPet", "we", "us", "our" mean FLUFFYPET CARE PRIVATE LIMITED, CIN U96092JH2023PTC021537, with registered office at 4C-RAM, Sitakunj Apartment, Ranchi University, Ranchi 834008, Jharkhand, India. "Platform" means our websites, mobile applications, APIs and any service we make available under the FluffyPet brand. "User", "you" means any person who accesses the Platform. "Provider" means a veterinarian, clinic, hostel, groomer, walker, trainer, breeder, lab, NGO or seller offering services through the Platform. "Owner" means a person registering or managing a pet record.

2. Acceptance & eligibility

By accessing the Platform you agree to these Terms, our Privacy Policy and any role-specific addenda. You must be at least 18 years old and competent to contract under the Indian Contract Act 1872. You must be a resident of India or a lawful visitor while using the Platform within India. If you accept on behalf of an entity (clinic, NGO, business) you represent that you are authorised to bind that entity.

3. Account & verification

You are responsible for keeping your credentials confidential and for all activity under your account. Provide accurate information at signup and keep it current. Provider accounts (vets, clinics, breeders, hostels, labs) must complete KYC and submit valid council registration, GSTIN/PAN and premises proof where applicable. We may suspend any account pending verification or where information appears false.

4. Acceptable use

You will not, and will not permit any third party to:

• harm, neglect, abuse or endanger any animal, or use the Platform to facilitate animal cruelty, illegal trade in wildlife or unlicensed breeding;
• impersonate another person, post fake reviews, manipulate ratings or coordinate fraudulent bookings;
• upload malware, attempt to breach access controls, scrape the Platform or reverse-engineer non-public APIs;
• infringe intellectual property, defame providers or post unlawful, obscene or hateful content;
• use the Platform to send unsolicited commercial communications outside the channels we provide.

5. Veterinary & provider services disclaimer

FluffyPet is a coordination and record-keeping platform. We are not a veterinary or medical service provider. All clinical decisions, prescriptions, surgeries, diagnostics, grooming, boarding, training, breeding and rescue services are rendered by independent third-party Providers responsible for their own professional conduct under applicable law (including the Indian Veterinary Council Act 1984 and state veterinary council rules). FluffyPet does not warrant the outcome of any service booked through the Platform. In a genuine emergency, contact a local veterinarian directly.

6. Marketplace, payments & refunds

Where you book a service or buy a product, the contract is between you and the Provider; FluffyPet acts as a facilitator and may collect payment on the Provider's behalf. Prices, availability and inventory are set by Providers. Refunds, cancellations and rescheduling follow the policy disclosed at booking. Where FluffyPet operates an escrow window for service quality, funds release to the Provider after the cancellation window unless a dispute is raised. Payment processing is handled by regulated Indian payment aggregators; you authorise charges to the instrument you select.

7. Provider obligations

Providers warrant that they hold all licences, registrations and permissions required by law (including state veterinary council registration, FSSAI for pet food sale, GST registration where turnover thresholds apply, animal-handling permits and municipal trade licences). Providers are responsible for taxes on their earnings, for safe storage of medical and personal data they receive, and for honouring bookings accepted through the Platform.

8. Content & intellectual property

The FluffyPet name, logo, software, designs and content are owned by FLUFFYPET CARE PRIVATE LIMITED. By posting content (pet photos, reviews, listings) you grant us a worldwide, non-exclusive, royalty-free licence to host, display and adapt the content for the purpose of operating and promoting the Platform. You retain ownership of your content. We respect copyright; takedown requests may be sent to legal@fluffypet.in.

9. Community & moderation

We may remove content, downgrade rankings or restrict accounts that violate these Terms or applicable law. Moderation decisions can be appealed to the Grievance Officer (§16). Reviews must reflect a genuine experience.

10. Animal welfare reporting (SOS / NGO workflow)

Reports of injured, stray or distressed animals are routed to participating NGOs and volunteers based on geolocation. We do not guarantee response time and we are not the rescuer. For severe emergencies contact local authorities directly.

11. Suspension & termination

We may suspend or terminate access for breach of these Terms, fraud, risk to animals or users, or if required by law. You may close your account from settings; closure does not extinguish obligations accrued before closure (unpaid invoices, ongoing service commitments).

12. Disclaimer of warranties

The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by law we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, accuracy, uninterrupted operation and non-infringement.

13. Limitation of liability

To the maximum extent permitted by law, FluffyPet's aggregate liability arising out of or relating to the Platform is limited to the greater of (a) the fees you paid to FluffyPet (excluding amounts collected on behalf of Providers) in the twelve months preceding the event giving rise to the claim, or (b) ₹10,000. We are not liable for indirect, incidental, special, consequential, exemplary or punitive damages, loss of profit, data, goodwill or reputation, or for the acts or omissions of independent Providers. Nothing in these Terms limits liability that cannot be limited under applicable Indian consumer protection law.

14. Indemnity

You will defend, indemnify and hold harmless FluffyPet and its officers, employees and agents from any third-party claim arising out of (a) your breach of these Terms, (b) your content or conduct on the Platform, or (c) your violation of any law or third-party right.

15. Force majeure

Neither party is liable for delay or failure caused by events beyond reasonable control, including acts of God, war, civil unrest, pandemic, government order, telecommunications or power failure, or denial-of-service attack.

16. Grievance Officer (IT Rules 2021)

In compliance with Rule 3(2) of the IT (Intermediary Guidelines & Digital Media Ethics Code) Rules 2021:

Officer

Grievance Officer, FLUFFYPET CARE PRIVATE LIMITED

Email

grievance@fluffypet.in

Address

4C-RAM, Sitakunj Apartment, Ranchi University, Ranchi 834008, Jharkhand, India

Acknowledgement

Within 72 hours

Resolution

Within 15 days

17. Governing law & dispute resolution

These Terms are governed by the laws of India. The parties will first attempt good-faith resolution within 30 days of written notice. Unresolved disputes will be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act 1996, seated at Ranchi, Jharkhand, conducted in English. Subject to arbitration, the courts at Ranchi, Jharkhand have exclusive jurisdiction.

18. Changes & notice

We may amend these Terms; material changes will be notified at least 14 days in advance via email or in-app banner and posted here with an updated effective date. Continued use after the effective date constitutes acceptance.

19. Investor pages

Investor-facing pages on this site are informational only and do not constitute an offer to sell or a solicitation to buy any securities. See /legal/disclosures.