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Partner Terms & Conditions

By Pawgloo Team•Updated May 04, 2026
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Terms & conditions: Pawgloo-Partners (service application)1. Legal relationship: independent contractor status2. Financial stipulations, payout mechanics, and tax compliance3. Non-circumvention, acceptable use, and current telemetry limits4. Indemnification and professional liability5. Identity verification and KYC compliance6. Reviews, Ratings, and Reporting7. Grievance RedressalPlanned experience, not live

Terms & conditions: Pawgloo-Partners (service application)

  • Effective Date: 2026-05-04
  • Jurisdiction: Republic of India
  • Issued by: NEXEL PLATFORMS PRIVATE LIMITED, owner of the Pawgloo™ and Pawgloo-Partners brands (incorporated under the Companies Act, 2013; principal office: Plot 151, Sector 2, Kurukshetra, Haryana 136118)

Pawgloo and Pawgloo-Partners are brands owned and operated by NEXEL PLATFORMS PRIVATE LIMITED (“the Company”). References to “Pawgloo,” “the Company,” “we,” “us,” or “our” in this document refer to NEXEL PLATFORMS PRIVATE LIMITED.

By completing the registration process, completing Know Your Customer (KYC) verification, and utilizing the Pawgloo-Partners application (the “Application”), the registering party (the “Partner”) expressly acknowledges and agrees that their engagement with Pawgloo is strictly and exclusively that of an Independent Contractor operating on a principal-to-principal basis.

  • No employment relationship: The Partner is not, and shall under no circumstances be deemed to be, an employee, agent, joint venturer, legal representative, or franchisee of Pawgloo. The provisions of the Industrial Disputes Act, 1947, and related Indian labor legislations shall not apply.
  • Waiver of statutory benefits: The Partner operates at their own risk and expense and is not entitled to any employment benefits, including but not limited to Employees’ Provident Fund (EPF) contributions, Employees’ State Insurance (ESIC), gratuity, health insurance, paid leave, or workmen’s compensation.
  • Operational autonomy: The Partner retains complete, unfettered autonomy to accept, reject, or ignore service requests (“Slots”) broadcasted through the Application. Pawgloo exercises no control over the Partner’s working hours, which are dictated exclusively by the Partner’s dynamically managed availability settings within the Application.

2. Financial stipulations, payout mechanics, and tax compliance

Pawgloo facilitates payments via a double-entry financial ledger system and utilizes an RBI-authorized Payment Aggregator (our payment processor Payouts) to route the Partner’s earned compensation (“Earnings”) through a compliant Nodal Account.

  • Platform fees & commissions: In consideration for lead generation, use of the Application, digital infrastructure (secure cloud infrastructure, our communication partner), and payment processing, Pawgloo shall deduct a pre-determined Platform Fee/Commission from the gross value of every successfully completed and verified transaction. The applicable fee and commission basis is described in Platform Charges. - Statutory tax deductions (TDS & GST): Operating as an Electronic Commerce Operator (ECO) under Indian law, Pawgloo

    is statutorily mandated to comply with the Income Tax Act, 1961. - Current ledger treatment: Pawgloo’s implemented payout calculation applies 10% TDS for a Partner who is not treated as GST-registered. For a Partner treated as GST-registered, the calculation adds 18% GST and applies no TDS. - GST compliance: The Partner is solely responsible for determining their GST liabilities. If applicable, the Partner must upload a valid Goods and Services Tax Identification Number (GSTIN). The current ledger treatment describes the platform calculation and does not replace statutory tax advice or the Partner’s independent compliance obligations.

  • Payout schedule & limitations: Earnings are calculated automatically based on verified backend service data, including consultation session duration logs and booking completion records. Payouts are routed to the Partner’s verified bank account or UPI ID. - Stored payout details: For payout routing and verification, Pawgloo stores the Partner’s full bank account number and IFSC and, where UPI is used, the full Virtual Payment Address (VPA). These payout details are not stored only as masked values or tokens. Further information is provided in Data Collection. - Pawgloo expressly disclaims all liability for payout delays or failures resulting from:

  • Incorrect or mismatched Indian Financial System Code (IFSC) or account details. - Invalid or suspended Unified Payments Interface Virtual Payment Addresses (UPI VPAs). - Core banking system downtimes, mandated bank holidays, or third-party API failures.

3. Non-circumvention, acceptable use, and current telemetry limits

Pawgloo expends substantial capital on Customer Acquisition Cost (CAC) and platform security. Consequently, the Anti-Circumvention policy is enforced through -based and proportionate review.

  • Prohibited poaching: The Partner is strictly prohibited from soliciting Pawgloo Users to book services “off-platform,” or from accepting direct cash, direct UPI, or alternative private remuneration for services initially discovered, arranged, or brokered via the platform. - Prohibited sham cancellations: The Partner must not ask or induce a Pawgloo User to cancel a booking, and must not falsely mark a booking as cancelled, unsuccessful, incomplete, or a no-show, for the purpose of providing the same or a related service directly in exchange for cash, UPI, or alternative private remuneration. - Current telemetry limits: Pawgloo does not currently implement keyword monitoring or algorithmic monitoring of in-app audio or video communications, and it does not currently implement automated GPS correlation for anti-circumvention enforcement. The the moderation module function is a placeholder and does not initialize keyword, audio, or video monitoring. Applicable operational data practices are described in Data Collection.

  • -based and proportionate enforcement: Reports or suspected violations will be assessed using available, relevant Depending on the nature, severity, repetition, and substantiation of the conduct, Pawgloo may issue a warning, request clarification, temporarily restrict access, place a proportionate hold on affected payouts, or terminate access for a serious or repeated material breach. - Funds are not automatically forfeited solely because a violation is alleged or confirmed. - Application access is not automatically and permanently closed solely because a violation is alleged. Any permanent termination must be a proportionate outcome of the reviewed circumstances. - Pawgloo reserves the right to initiate civil litigation for tortious interference and breach of contract where supported by applicable law.

4. Indemnification and professional liability

The Partner hereby agrees to indemnify, defend, and hold harmless Pawgloo, its directors, officers, agents, and cloud infrastructure providers from any claims, damages, liabilities, or legal actions (including legal fees) arising from the Partner’s provision of services.

The liability examples below distinguish currently supported veterinary services from pet-care categories identified under Planned experience, not live.

  • For veterinarians (Tele-Vets): The Partner assumes full, exclusive medical and legal liability for:
  • Any professional malpractice, misdiagnosis, or negligent provision of veterinary advice.
  • Strict adherence to the Telemedicine Practice Guidelines as issued by the Veterinary Council of India (VCI) or other prevailing statutory medical bodies.
  • Off-platform disclaimer & complete Partner liability: If the Partner bypasses or circumvents the Application to provide medical advice, consultations, diagnoses, or care services directly to a User off-platform—whether to evade platform fees or offer private pricing—Pawgloo assumes zero legal accountability, liability, or responsibility for any subsequent harm, injury, medical complication, adverse outcome, or fatality to any pet animal. The Partner assumes 100% sole, personal, professional, and civil liability for all off-platform engagements and agrees to fully indemnify and defend Pawgloo against any related third-party claims or regulatory actions.

5. Identity verification and KYC compliance

The Partner’s access to the Application is strictly contingent upon the successful completion of Know Your Customer (KYC) protocols, aligning with anti-fraud and anti-money laundering (AML) best practices.

  • Document processing: The Partner explicitly consents to Pawgloo securely processing, personal and professional identification, including Aadhaar, PAN, professional licences, and Veterinary Council Registration Certificates, and verifying those details via authorized third-party APIs (e.g., our payment processor Verification, DigiLocker). Full bank account, IFSC, and VPA details used for payouts are stored as described in Data Collection.
  • Right of suspension: Pawgloo may freeze affected payouts or suspend the Partner’s account where relevant supports one or more of the following triggers and the action is proportionate to the identified risk:
  • Uploaded professional licenses or credentials expire or are revoked by the issuing authority.
  • The Partner’s bank account fails the mandatory “Penny Drop” name-matching verification.
  • A manual review or other available indicates fraudulent information, identity mismatch, or unauthorized account sharing.
  • Where urgent action is reasonably necessary to address fraud, security, payment, user-safety, or legal risk, Pawgloo may apply a temporary precautionary restriction while conducting a review. Such a restriction does not constitute automatic forfeiture or an automatic permanent account closure.

6. Reviews, Ratings, and Reporting

  • Consumer Reviews: Pawgloo Users may leave a rating and written review for the Partner following a completed, verified consultation or service booking. Reviews are tied to a specific completed booking and may not be submitted without one, as a safeguard against fraudulent or retaliatory reviews unconnected to any real interaction.
  • Disputing a Review: If the Partner believes a review is false, defamatory, or violates these Terms, the Partner may report it to safety@pawgloo.com, providing the relevant booking reference. Pawgloo will review the report and may remove the review at its discretion; the Partner’s aggregate rating is recalculated accordingly if a review is removed.
  • Reporting a User: The Partner may report a User for misconduct (including harassment, non-payment disputes, fraudulent bookings, or abuse during a consultation) via the in-app reporting function, tied to the relevant booking. Reports are reviewed manually; Pawgloo does not guarantee any specific outcome or timeline beyond the grievance redressal commitments in Section 7.
  • Retention on Account Deletion: If the Partner’s account is deleted, reviews and ratings already submitted about the Partner are retained as a historical record (attributed to an “Inactive Partner” placeholder) rather than erased, consistent with Section 5 (“Data Retention and Deletion”) of our Privacy Policy. Similarly, if a User who left a review or filed a report deletes their account, the review or report is retained but their identity is anonymized.

7. Grievance Redressal

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023, NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo) has designated a Grievance Officer to address complaints from Partners regarding the Platform and handling of personal data.

  • Grievance Officer / Data Protection Officer: Venu Gopal Singhal (Chief Executive Officer), NEXEL PLATFORMS PRIVATE LIMITED
  • Email: support@pawgloo.com · help@nexelplatforms.com · privacy@pawgloo.com
  • Address: NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo), Plot 151, Sector 2, Kurukshetra, Haryana 136118

We will acknowledge your complaint within 24 hours and endeavour to resolve it within 15 days of receipt. For payout or financial disputes, contact support@pawgloo.com. For data-protection grievances, write to privacy@pawgloo.com.

Planned experience, not live

The capabilities and service categories in this section are contemplated experiences only. They are not currently implemented, operational, or enforced, and they do not modify the current -based and proportionate controls stated above.

  • For pet walkers, sitters, and groomers: The Partner assumes full and exclusive personal liability for any loss, theft, escape, physical injury, or fatality of a pet that occurs while the pet is under the Partner’s direct or indirect care (Bailment). This term applies only if and when Pawgloo launches and makes the relevant non-veterinary service category available. - Explicit consent to telemetry & monitoring: To enforce platform integrity and user safety, the Partner hereby provides explicit, informed consent for Pawgloo to log, record, and algorithmically monitor all in-app communications (chat, audio, and video) routed through our communication partner infrastructure, as well as necessary geospatial (GPS) data during active service slots. This automated monitoring and GPS-correlation experience

    is planned and is not live. - Breach & liquidated damages: Any confirmed violation of this clause was contemplated as a material breach of contract resulting in:

  • Immediate and permanent deactivation of the Partner’s Application access. - Forfeiture of funds: Pursuant to Section 74 of the Indian Contract Act, 1872, the Partner would agree that any unpaid funds held in their virtual ledger at the time of the breach would be permanently forfeited to Pawgloo as reasonable, pre-determined liquidated damages to offset stolen platform fees and breach of trust. - The reservation of Pawgloo’s right to initiate civil litigation for tortious interference and breach of contract. - The automatic deactivation and fund-forfeiture consequences described immediately above are not live.

Current enforcement remains -based and proportionate, funds are not automatically forfeited, and permanent closure is not an automatic consequence. - Continuous credential audit: The Partner’s access to the Application was contemplated as being strictly contingent upon the successful, ongoing completion of Know Your Customer (KYC) protocols, including continuous automated or manual credential audits. - Uploaded professional licenses or credentials would be checked for expiry or revocation by the issuing authority. - The Partner’s bank account would be checked through recurring mandatory “Penny Drop” name-matching verification. - Any automated or manual audit indicating fraudulent information, identity mismatch, or unauthorized account sharing would trigger review. - Continuous automated credential auditing is planned and is not currently implemented. Current suspension decisions are based on available the proportionate review process described in Section 5.

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