By creating an account on PetBoard, accessing, or using the PetBoard mobile application or any associated services (collectively, the "Platform"), you ("User", "you") agree to be bound by these Terms and Conditions ("Terms"), our Privacy Policy, and all applicable laws and regulations of India.
If you do not agree with any part of these Terms, you must not use the Platform. Your continued use of the Platform constitutes ongoing acceptance of these Terms.
These Terms constitute a legally binding agreement between you and PetBoard ("we", "us", "our", "Company"), governed by the Indian Contract Act, 1872.
2. Platform Role & Description
PetBoard is a technology-enabled marketplace platform that connects pet owners ("Pet Owners") with independent pet care service providers ("Service Providers") across India. Our services include facilitating the discovery, booking, communication, and payment for pet boarding, sitting, walking, grooming, and related services.
Important: PetBoard is a marketplace intermediary. We do not ourselves provide pet care services. The contract for any pet care service is between the Pet Owner and the Service Provider directly. PetBoard facilitates this connection but is not a party to the service agreement between Users.
As required under the Consumer Protection (E-Commerce) Rules, 2020, PetBoard operates as a marketplace e-commerce entity that provides a digital platform for third-party service providers to offer their services to consumers.
3. User Eligibility & Registration
You must be at least 18 years of age to create an account and use the Platform.
You must be a resident of India or have a valid Indian address for receiving services.
You must provide accurate, current, and complete information during registration and keep your account information updated.
You may register as a Pet Owner, a Service Provider, or both.
Service Providers must complete identity verification (KYC) before their profile becomes visible to Pet Owners in search results.
By registering, you represent and warrant that you have the legal capacity to enter into a binding agreement.
4. Account Responsibilities
You are responsible for maintaining the confidentiality of your account credentials.
You are responsible for all activities that occur under your account.
You must notify us immediately of any unauthorised use of your account.
You may not transfer, assign, or share your account with any other person.
You may not create multiple accounts for the same individual.
PetBoard reserves the right to suspend or terminate accounts that violate these Terms.
5. Service Provider Status
Service Providers on PetBoard are independent contractors and not employees, agents, joint venturers, or representatives of PetBoard. PetBoard does not control the manner, method, means, or schedule by which Service Providers perform their services.
Nothing in these Terms creates an employment relationship, partnership, or agency between PetBoard and any Service Provider. Service Providers are solely responsible for their own tax obligations, insurance, licensing, and regulatory compliance.
6. Service Provider Obligations
By registering as a Service Provider, you agree to:
Comply with the Prevention of Cruelty to Animals Act, 1960 and all applicable animal welfare regulations, including the Pet Shop Rules, 2018, where applicable to boarding services.
Provide a safe, clean, and appropriate environment for all animals in your care.
Provide accurate descriptions of your facilities, services, experience, and capabilities.
Respond to booking requests within 24 hours (unresponded requests will be automatically expired).
Honour all confirmed bookings. Repeated cancellations of confirmed bookings may result in account penalties or suspension.
Maintain adequate provisions for pet emergencies, including access to veterinary services.
Immediately notify the Pet Owner and PetBoard of any incident involving a pet's health or safety.
Not solicit or encourage Users to transact outside the Platform to circumvent fees.
Complete identity verification (KYC) to appear in search results.
Maintain valid personal liability insurance for pet care services (recommended).
Animal Welfare: Any Service Provider found to have mistreated, neglected, or abused any animal will be immediately and permanently removed from the Platform. PetBoard will cooperate fully with animal welfare authorities and law enforcement in such cases.
7. Pet Owner Obligations
By registering as a Pet Owner, you agree to:
Provide accurate and complete information about your pet(s), including species, breed, size, age, temperament, medical conditions, vaccination history, allergies, and any behavioural issues.
Ensure your pet is up to date on vaccinations and free from contagious diseases before entrusting them to a Service Provider.
Disclose any aggressive tendencies, bite history, or special needs of your pet.
Provide necessary supplies (food, medication, leash, carrier) as agreed with the Service Provider.
Collect your pet at the agreed time. Late collection may incur additional charges.
Not hold the Service Provider or PetBoard liable for pre-existing medical conditions that manifest during care.
Pay all agreed fees promptly through the Platform.
8. Pet Care Risk Acknowledgment
You acknowledge and agree that:
Pet care services inherently involve risks, including but not limited to: pet illness, injury, escape, behavioural issues, allergic reactions, disease transmission, property damage, and in rare cases, death.
While PetBoard verifies Service Provider identities and facilitates reviews, PetBoard does not guarantee the quality, safety, or outcome of any pet care service.
PetBoard's verification process (KYC, reviews, ratings) reduces but does not eliminate risk. Users are encouraged to conduct their own due diligence, including visiting Service Provider facilities and discussing care expectations before booking.
You use the Platform and its services at your own risk, subject to the protections afforded by applicable Indian law.
This is not an absolute waiver of claims. Your rights under the Consumer Protection Act, 2019, and other applicable Indian laws are not affected by this acknowledgment. This section serves to inform you of inherent risks associated with pet care services, not to extinguish your legal rights.
9. Bookings & Service Agreements
A booking is a direct agreement between the Pet Owner and the Service Provider. PetBoard facilitates the booking process but is not a party to this agreement.
Bookings are confirmed only after the Service Provider accepts the request.
Pending bookings that are not accepted by the Service Provider within 24 hours are automatically expired, and the Pet Owner is notified.
Both parties are expected to communicate through the Platform's in-app messaging to discuss care details, special instructions, and pickup/drop-off arrangements.
Service Providers may set their own prices, availability, accepted pet sizes, and species through the Platform.
PetBoard reserves the right to cancel bookings that violate these Terms or involve suspected fraud.
10. Payments, Fees & Taxes
Platform Fees
PetBoard charges a platform commission of 10% on each completed booking, deducted from the Service Provider's payout. The Pet Owner pays the listed price; the Service Provider receives the listed price minus the platform fee.
Price Display
As required by the Consumer Protection (E-Commerce) Rules, 2020, all prices displayed on the Platform include a breakdown of:
Base service price (set by the Service Provider)
Platform fee (where applicable)
Applicable taxes (GST)
Total amount payable
Payment Processing
All payments are processed through Razorpay, a third-party payment gateway regulated by the Reserve Bank of India. PetBoard does not store credit/debit card details. Payment processing is subject to Razorpay's Terms of Use.
Taxes
Service Providers are independently responsible for their tax obligations, including GST registration and compliance. Important: Under the CGST Act, sellers supplying goods or services through an e-commerce platform do not benefit from the standard GST registration threshold exemption. If you are required by law to obtain GST registration as an e-commerce marketplace seller, you must do so and maintain valid registration for the duration of your activity on the Platform.
Statutory Deductions (TCS & TDS)
As an e-commerce operator under Indian tax law, PetBoard is required to make the following statutory deductions from Service Provider payouts:
TCS (Tax Collected at Source) — 0.5% (0.25% CGST + 0.25% SGST) on the net value of taxable supplies, collected under Section 52 of the CGST Act, 2017. TCS is deposited with the government and reflected in the Service Provider's GST portal for claiming as credit.
TDS (Tax Deducted at Source) — 0.1% on gross amounts paid to Service Providers whose aggregate payouts exceed INR 5,00,000 in a financial year, deducted under Section 194O of the Income Tax Act, 1961. If a Service Provider has not furnished their PAN, the TDS rate increases to 5%. TDS certificates (Form 16A) will be issued quarterly.
Service Provider payouts will reflect these deductions. PetBoard will provide transaction statements and tax certificates to assist with filing.
11. Cancellation & Refund Policy
Pet Owner Cancellations
Cancellation Timing
Refund
72+ hours before service start
Full refund
24–72 hours before service start
50% refund
Less than 24 hours before service start
No refund
Service Provider Cancellations
If a Service Provider cancels a confirmed booking:
The Pet Owner receives a full refund regardless of timing.
Repeated provider cancellations may result in reduced search visibility, account warnings, or suspension.
Refund Process
Refunds are processed through the original payment method via Razorpay. Refunds typically take 5–7 business days to reflect in your account, depending on your bank or payment provider.
Disputes
If you believe a refund is owed but was not provided, you may raise a dispute through the in-app support system or contact our Grievance Officer (see Section 21).
12. Limitation of Liability
Platform Liability
To the maximum extent permitted by applicable Indian law:
PetBoard's maximum aggregate liability for any claim arising from or related to the Platform shall not exceed the total fees paid by you to PetBoard in the twelve (12) months preceding the event giving rise to the claim, or INR 50,000, whichever is lower.
PetBoard shall not be liable for indirect, incidental, special, or consequential damages, including lost profits, loss of data, or loss of goodwill, except where such exclusion is prohibited by mandatory Indian law.
Fallback Liability
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, PetBoard acknowledges its fallback liability as a marketplace entity where a Service Provider registered on the Platform fails to deliver services due to negligent conduct, omission, or commission of any act. In such cases, PetBoard will facilitate resolution and may provide compensation as determined on a case-by-case basis.
No Absolute Waiver
Nothing in these Terms shall be construed to exclude or limit PetBoard's liability for: (a) fraud or willful misconduct; (b) death or personal injury caused by PetBoard's negligence; (c) any liability that cannot be lawfully excluded under the Consumer Protection Act, 2019, Indian Contract Act, 1872, or other mandatory Indian law.
13. Indemnification
You agree to indemnify, defend, and hold PetBoard, its directors, officers, employees, and agents harmless from and against any claims, damages, losses, liabilities, costs, or expenses (including reasonable legal fees) arising from:
Your breach of these Terms
Your violation of any applicable law or regulation
Your interactions with other Users on or off the Platform
Any pet care services you provide or receive through the Platform
Any content you post, upload, or transmit through the Platform
Your negligence or willful misconduct
This indemnification obligation survives the termination of your account and these Terms.
14. Identity Verification (KYC)
Service Providers must complete identity verification by uploading a valid government-issued photo ID (PAN card, driving licence, or passport) and a selfie photograph.
Aadhaar cards are not accepted in compliance with the Aadhaar (Targeted Delivery of Financial and Other Subsidies, Benefits and Services) Act, 2016, Sections 29 and 37.
Explicit consent is required before submitting verification documents, in compliance with the Digital Personal Data Protection Act, 2023.
Verification documents are automatically deleted from storage after review. Only the verification status is retained.
Verification does not constitute an endorsement, guarantee, or certification of any Service Provider's qualifications, character, or competence.
PetBoard reserves the right to revoke verified status at any time if information is found to be false or misleading.
15. User Content & Communication
Users may communicate through the Platform's in-app messaging system.
You are solely responsible for the content of your messages, profile information, and any other content you post on the Platform.
You agree not to use the messaging system to: share personal contact details to circumvent the Platform; send spam, harassment, or abusive content; share illegal, obscene, or defamatory material; solicit transactions outside the Platform.
PetBoard may automatically scan messages for phone numbers and external contact details to maintain platform safety. Flagged content may be reviewed by our moderation team.
PetBoard reserves the right to remove content that violates these Terms without prior notice.
16. Reviews & Ratings
Pet Owners may leave reviews and ratings after a completed booking.
Reviews must be honest, fair, and based on actual service experience.
PetBoard uses a blind reveal system — neither party can see the other's review until both have submitted or the review window has closed, preventing retaliatory reviews.
PetBoard reserves the right to remove reviews that contain: false or misleading information; hate speech, discrimination, or harassment; personal contact details; content unrelated to the service received.
Service Providers may not offer incentives for positive reviews or threaten retaliation for negative reviews.
17. Intellectual Property
The PetBoard name, logo, app design, software, and all associated intellectual property are owned by PetBoard and protected under Indian copyright and trademark law.
You may not copy, modify, distribute, sell, or lease any part of the Platform or its content without our express written consent.
By posting content on the Platform (reviews, photos, messages), you grant PetBoard a non-exclusive, worldwide, royalty-free licence to use, display, and distribute that content in connection with operating the Platform.
You retain ownership of your original content.
18. Account Suspension & Termination
You may delete your account at any time through the in-app settings or by contacting us.
PetBoard may suspend or terminate your account with reasonable notice if you: violate these Terms; engage in fraudulent or deceptive activity; receive consistent low ratings or complaints; mistreat or endanger animals; engage in illegal activity through the Platform.
In cases of immediate risk to safety (animal abuse, fraud, illegal activity), PetBoard may suspend your account without prior notice.
Upon termination, your right to use the Platform ceases immediately. Sections relating to indemnification, limitation of liability, dispute resolution, and intellectual property survive termination.
In accordance with the Information Technology Act, 2000 (Section 79) and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, PetBoard maintains the following content moderation process:
Reporting: Users may report illegal, harmful, or policy-violating content (including listings, messages, reviews, and profile information) through the in-app support system or by emailing grievance@petboard.in.
Acknowledgment: PetBoard will acknowledge all content reports within 24 hours of receipt.
Action: If the reported content is found to violate applicable law or these Terms, PetBoard will remove or disable access to such content within 72 hours of confirmation.
Data preservation: In compliance with applicable law, user information and content associated with removed material will be preserved for a minimum of 180 days after account deletion or content removal, for the purpose of cooperating with law enforcement or regulatory authorities.
Counter-notice: If your content is removed and you believe the removal was in error, you may submit a counter-notice to grievance@petboard.in within 14 days. We will review and respond within 15 days.
Safe Harbor: PetBoard operates as an intermediary under Section 2(1)(w) of the IT Act, 2000. By maintaining this takedown process and acting on valid complaints, PetBoard avails the safe harbor protections under Section 79 of the IT Act.
20. Data Protection & Privacy
Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, use, store, and protect your personal data in compliance with the Digital Personal Data Protection Act, 2023, and applicable Indian data protection laws.
By using the Platform, you consent to the collection and processing of your data as described in the Privacy Policy.
21. Grievance Redressal
In compliance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, PetBoard has appointed the following officers:
Submit your complaint via in-app support, email, or phone.
You will receive an acknowledgment with a ticket number within 48 hours.
We will investigate and resolve your complaint within 30 days.
If you are not satisfied with the resolution, you may escalate to the appropriate Consumer Disputes Redressal Commission (District, State, or National level) under the Consumer Protection Act, 2019.
22. Dispute Resolution & Governing Law
Governing Law
These Terms are governed by and construed in accordance with the laws of India.
Dispute Resolution Process
Direct Resolution: Users are encouraged to resolve disputes directly through in-app messaging.
PetBoard Mediation: If direct resolution fails, either party may request PetBoard to facilitate mediation. PetBoard may, at its discretion, review evidence and suggest a resolution. PetBoard's mediation is voluntary and non-binding.
Arbitration: If mediation does not resolve the dispute within 30 days, either party may refer the dispute to binding arbitration under the Arbitration and Conciliation Act, 1996 (as amended). The arbitration shall be conducted as follows:
A sole arbitrator shall be mutually appointed by both parties. If the parties cannot agree on an arbitrator within 15 days, the arbitrator shall be appointed in accordance with the provisions of the Arbitration and Conciliation Act, 1996.
The seat and venue of arbitration shall be Bangalore, Karnataka, India.
The language of arbitration shall be English.
The arbitrator's award shall be final and binding on both parties.
Each party shall bear its own costs unless the arbitrator directs otherwise.
The arbitration proceedings and any award shall be kept confidential by both parties.
Courts: If a dispute is not subject to or not resolved through arbitration, either party may pursue formal remedies through the courts of India.
Jurisdiction
Subject to the arbitration clause above, any disputes arising under these Terms shall be subject to the exclusive jurisdiction of courts in Bangalore, Karnataka, India.
Consumer Forum Rights Preserved: Nothing in these Terms — including the arbitration clause — restricts your right to approach Consumer Disputes Redressal Commissions under the Consumer Protection Act, 2019. Your statutory rights are fully preserved regardless of any arbitration or jurisdiction clause in these Terms.
23. Force Majeure
PetBoard shall not be liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to: natural disasters, pandemics, government actions, war, terrorism, riots, internet or telecommunications failures, power outages, or third-party service provider failures.
24. Modifications to Terms
PetBoard reserves the right to modify these Terms at any time.
We will provide at least 15 days' notice of material changes via in-app notification and/or email.
The updated Terms will indicate the new effective date and version number.
If you do not agree with the modified Terms, you may discontinue use of the Platform and delete your account before the new Terms take effect.
Continued use of the Platform after the new effective date constitutes acceptance of the modified Terms.
25. General Provisions
Severability: If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.
Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and PetBoard regarding use of the Platform.
No Waiver: PetBoard's failure to enforce any provision of these Terms shall not constitute a waiver of that provision or the right to enforce it subsequently.
Assignment: PetBoard may assign or transfer its rights and obligations under these Terms to an affiliate or successor entity. You may not assign your rights or obligations without our prior written consent.
Language: These Terms are drafted in English. In the event of any conflict between the English version and any translation, the English version shall prevail.