Grievance Redressal
How to raise a complaint, who handles it, and how long we may take.
If something has gone wrong, this page tells you who to contact, what to expect, and how long we may take.
We would rather hear a complaint than lose you quietly.
1. Grievance Officer
In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023:
| Grievance Officer | TBD_OFFICER_NAME |
| grievance@thepetoo.com | |
| Postal address | TBD_ADDRESS |
| Operated by | Nipun Sonkhla, trading as Petoo, a sole proprietorship |
2. What you can raise
- Content — something posted on Petoo that is unlawful, abusive, defamatory, or infringes your rights.
- Your data — access, correction, erasure, or a concern about how we have handled your personal data.
- A transaction — a booking, order, refund or payout that has gone wrong.
- A listing — a business listed in our directory that should be corrected or removed. You do not need an account to ask.
- Animal welfare — see §5; these are treated differently and more urgently.
- Conduct — a vendor, another user, or one of our own staff.
3. How to raise it
Write to grievance@thepetoo.com. Please include:
- your name and a contact address;
- what happened, and when;
- any reference number — booking, order, listing or case;
- what you would like us to do;
- anything supporting it — screenshots, photographs, correspondence.
You may write in English or Hindi.
If a complaint concerns a specific person at Petoo, say so, and it will be routed away from them.
4. What happens, and when
| Stage | Timeframe |
|---|---|
| We acknowledge your complaint | Within 24 hours |
| We resolve it | Within 15 days, and sooner where we can |
| Consumer complaints about a transaction | Acknowledged within 48 hours, resolved within one month |
| Requests to remove unlawful content | Acted on within 36 hours of a valid order or notice |
| Requests about your personal data | Within 30 days |
Where two timeframes could apply, the shorter one applies.
We will tell you the outcome and the reason for it. If we need longer — because evidence is outstanding, or a vet or moderator must review a welfare case — we will tell you that too, rather than let the clock run out silently.
5. Animal welfare — urgent
If an animal is in immediate danger, do not wait for us. Contact a veterinarian or a local animal-welfare organisation first.
Welfare reports made through Petoo are prioritised above every other category of complaint. Raising one freezes related bookings and pauses vendor payouts while it is examined, and the case stays open until a vet or moderator confirms on the evidence that it should close.
Reporting an animal in distress does not require a Petoo account, and is open to anyone of any age.
6. Escalation
If we have not acknowledged you in time, or you are dissatisfied with the outcome:
About personal data — you may complain to the Data Protection Board of India under the DPDP Act, 2023.
About a purchase — you may approach the National Consumer Helpline (1915), the e-Daakhil portal, or the appropriate consumer commission under the Consumer Protection Act, 2019.
About content or intermediary conduct — the grievance appellate mechanism under the IT Rules, 2021.
Using this page does not limit any right you have to go to a regulator, a consumer forum, or a court.
7. What we will not do
- We will not delete records to make a complaint disappear. Moderation, governance and payment records are append-only; an outcome supersedes an earlier one, it does not erase it.
- We will not resolve a complaint by paying a vendor whose case is unresolved.
- We will not close a welfare case without a vet or moderator confirming it on the evidence.