Terms of Service

These terms are the agreement between you and Petoo. By creating an account, booking a service, or placing an order, you accept them.

1. Who you are contracting with

Petoo is operated by Nipun Sonkhla, trading as Petoo, a sole proprietorship, at:

TBD_ADDRESS

"We", "us" and "Petoo" mean that business. "You" means the person using the platform.

2. Eligibility

You must be 18 or over to hold an account, make a booking, or pay for anything on Petoo.

Reporting an animal in distress is open to everyone, including under-18s, and does not require an account.

You are responsible for what happens under your account. Keep your password to yourself and tell us promptly if you think someone else has access.

3. What Petoo is — and what it is not

Petoo is a marketplace, not a shop.

Independent vendors — vets, groomers, walkers, sitters, trainers, boarding providers, pet shops and pharmacies — offer their own services and their own stock through Petoo. When you book or buy:

• the vendor owns the stock and sets the price;
• the vendor performs the service or supplies the goods;
• the vendor, not Petoo, is the seller and provider of record.

Petoo introduces you to them, handles payment safely, and holds both sides to the standards in these terms. Petoo never owns inventory and is never the seller of record.

This matters when something goes wrong: the vendor is responsible for the service they performed or the goods they supplied. Our role is set out in §9 and §10 — we hold the money, we run the dispute process, and we can withhold a vendor's payout.

4. Your account

Register with accurate details. Do not impersonate anyone, hold more than one account to evade a restriction, or transfer your account to someone else.

You may close your account at any time from your settings. Closure is a soft delete: your account is deactivated immediately, you have 30 days to restore it, and after that it is erased subject to the retention rules in our Privacy Policy — some records, such as payment history, we are legally required to keep.

5. Bookings

1. You choose a service and a provider.
2. The provider is assigned and confirms.
3. You pay. A booking cannot be paid for until a valid provider is assigned.
4. The service is performed and marked complete.

Cancellation and refund terms are in the Refunds & Cancellation Policy.

If a provider fails to turn up or performs the service negligently, tell us. That is a dispute under §10.

6. Orders and delivery

1. You choose products.
2. We show you vendors near you who have them.
3. You confirm a vendor. Stock is reserved.
4. You pay; the order is confirmed. If payment fails or expires, the reservation is released.

An order may be split across vendors, but each item is always fulfilled by one identified vendor. The vendor is responsible for stock accuracy, packing, and getting the order to you. Where a delivery partner is used, it is engaged separately and does not transfer responsibility away from the vendor.

7. Prices, fees and taxes

The vendor sets the price of the service or product. Petoo may add a platform service fee, shown to you before you pay. Taxes are applied on top as required by law.

Prices are calculated by us, on our servers. A price presented by your browser is never accepted as authoritative — if a displayed price is wrong, the correct price applies and you may cancel without charge.

8. Your content

You keep ownership of what you post — photographs, reviews, posts, pet records, welfare reports.

You grant Petoo a non-exclusive, worldwide, royalty-free licence to host, store, reproduce and display that content for the purpose of operating and promoting Petoo. You confirm you have the right to post it.

Two consequences worth stating plainly:

• Shareable cards and public spotlights. Petoo can generate images of your profile or a pet for sharing. Once you have shared such an image, we cannot recall copies already distributed elsewhere, even if you later delete the underlying content.
• Reviews. Deleting your account does not automatically delete reviews you left; they may remain, disassociated from your identity, because other users relied on them.

We may remove content that breaks §11, and we log every removal.

9. Payments and escrow

All payments run through our payment processor. Petoo never sees or stores your card details.

Money you pay is held in escrow — it is not passed to the vendor immediately. It is released after fulfilment plus a short grace period: after a service is completed, after a delivery is confirmed, or after a digital service is delivered. The grace period exists so that disputes, welfare concerns and delivery failures can be dealt with while the money is still recoverable.

Payment records are append-only. We never silently alter or delete them.

Vendors are financially responsible for service failures, negligence, fraud and harm caused to animals in their care. We may withhold a payout, or set a refund against future payouts. A vendor is never paid out while a dispute about that transaction is unresolved.

10. Disputes

A dispute exists when a booking fails, an order is not delivered, an animal is harmed, a refund is requested, or fraud is suspected.

When one is opened: the escrow is frozen, the vendor's payout is paused, and a case is created. Either side may submit evidence — photographs, chat logs, vet reports, delivery proofs. Submitted evidence cannot be edited or withdrawn, so that neither side can revise the record after the fact.

Outcomes: refund, partial refund, release to the vendor, or a restriction on an account. Every outcome is logged. Moderators may request more evidence and may decide the case; they may not delete its history.

11. What you must not do

• Break the law, or use Petoo to arrange anything illegal.
• Harm an animal, or arrange for one to be harmed.
• Harass, threaten, abuse or impersonate anyone.
• Post false reviews, or manipulate reputation or votes.
• Attempt fraud, chargeback abuse, or evade fees by taking payment off-platform.
• Scrape, probe, overload or reverse-engineer the platform.
• Misuse welfare reporting — false reports divert help from animals that need it.

12. Community governance

Parts of Petoo are governed by its community. Packs are local groups; missions are community actions; reputation is earned by completing them and by good conduct.

By using Petoo you accept that community processes may affect your account. Certain decisions — suspensions, abuse findings, validation of welfare claims, approval of high-value refunds — are taken by reputation-weighted vote of a Pack, subject to quorum, rather than by us alone.

In exchange, these protections apply:

• Every governance action creates an audit log entry and a visible record. There are no silent bans.
• Reputation, mission and moderation records are never deleted, only superseded — including when they favour you.
• Administrators may override community decisions only where there is immediate risk to an animal or legal exposure, and every override is logged and visible to moderators.

13. Animal welfare comes first

If a welfare flag is raised — injury, illness, neglect, abuse, or a missing animal — then related bookings are frozen and payouts are paused while it is examined. This can happen even where no dispute has been raised and no party is at fault.

Welfare flags are not cleared automatically. A case closes when a vet or a moderator confirms it should, on the evidence.

Animal safety takes precedence over payments, vendor reputation and convenience, including yours. If you are not willing to accept that, please do not use Petoo.

14. Suspension and termination

We may suspend or terminate an account that breaches these terms, presents a risk to people or animals, or is being used fraudulently. Where a community process applies (§12), we follow it, except in the emergencies described there.

You may leave at any time (§4). Sections that by their nature should survive — §8 licence terms, §9 payment records, §10 disputes, §15 liability — survive termination.

15. Liability

Petoo provides the platform. Vendors provide the services and goods, and are responsible for them.

Nothing here excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

Subject to that:

• Petto is not veterinary advice. It is an assistant, it can be wrong, and it must never be relied on in a medical emergency. Contact a qualified vet.
• Directory listings are compiled from public sources and may be out of date. We do not warrant that a listed business is open, licensed, or suitable.
• We do not warrant uninterrupted or error-free service.
• We are not liable for indirect or consequential loss.
• Where we are found liable, our aggregate liability is limited to the greater of the amount you paid through Petoo in the twelve months before the claim, or ₹10,000.

You agree to indemnify us against claims arising from your breach of these terms or your content.

16. Changes

We version these terms; the version and effective date are shown at the top. For material changes we will notify you and ask you to accept the new version. Continuing to use Petoo after that means you accept it.

17. Governing law

These terms are governed by the laws of India. The courts at Chandigarh have exclusive jurisdiction, without prejudice to any right you have to bring proceedings, or to use a consumer forum, where the law entitles you to.

18. Contact

support@thepetoo.com · Grievance Redressal · Privacy Policy · Refunds & Cancellation