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Official Policy

Platform Charges & Payout Policy

This policy outlines the calculation of service fees, platform commissions, statutory tax deductions, and the mechanics of payout settlements for Pawgloo Partners.

Effective FromMay 04, 2026
StatusActive & Enforced

On this page

Effective Date: 2026-05-04
Applies To: Users of the Pawgloo Consumer Application ("Consumers") and the Pawgloo-Partners Service Application ("Partners").

1. Introduction and Scope

This Platform Charges & Payout Policy ("Policy") governs the financial relationship between Pawgloo ("Company", "we", "us", or "our"), the Consumers utilizing the platform to procure pet-care services, and the independent independent contractors ("Partners," encompassing Veterinarians, Walkers, Groomers, and Sitters) providing said services. This document outlines the calculation of service fees, platform commissions, statutory tax deductions, and the mechanics of payout settlements.

By using the Pawgloo or Pawgloo-Partners applications, you expressly agree to the terms stipulated in this Policy, which forms an integral part of our overarching Terms of Service.

2. Consumer Pricing & Payment Terms

A. Dynamic Pricing and Fee Structure Prices displayed on the Pawgloo platform are dynamic and subject to variation based on the Partner’s selected tier/expertise, the duration of the requested service, prevailing market demand, and baseline platform infrastructure costs.

  • Total Booking Price Formulation: The final consideration payable by the Consumer at checkout is formulated as follows: (Base Platform Charge per Minute + Partner's Rate per Minute) x Duration of Service = Total Booking Price (exclusive of applicable taxes).
  • Advance Payment & Authorization: To secure a booking or initiate a digital consultation, 100% of the calculated Total Booking Price must be remitted upfront via our integrated, RBI-authorized Payment Aggregator (Cashfree).
  • Nodal Account Settlement: Funds collected are securely routed and temporarily held in an authorized nodal/escrow account pending the successful fulfillment of the service, pursuant to applicable payment processing regulations in India.

B. Modality-Specific Billing Mechanics

  • Video/Audio Consultations: Billed strictly on a per-minute basis, dictated by the predefined time blocks reserved by the Consumer (e.g., 15-minute or 30-minute intervals).
  • Text/Chat Consultations: Billed in fixed time-validity blocks (e.g., 15-minute windows). The Consumer is purchasing access to a designated communication window with the Partner, irrespective of the volume of messages exchanged during that period.

3. Partner Remuneration & Platform Commission

Pawgloo operates on a revenue-sharing model, acting as a technology facilitator that provides lead generation, infrastructure (via AWS and GetStream), and payment processing (via Cashfree).

A. The Platform Fee

  • In consideration for the use of the Pawgloo-Partners application, the Company deducts a predefined Platform Fee (commission) from every successfully completed and verified transaction.
  • The residual amount, after the deduction of the Platform Fee and any applicable statutory taxes, constitutes the Partner's "Net Payable Earnings."

B. Billable Duration & Fractional Time (Floor Function)

  • For digital consultations (Tele-vet, training advice), the billable duration is definitively determined by the system logs generated by our communication infrastructure (GetStream).
  • Discrete Minute Calculation: Pawgloo employs a mathematical floor function for payout calculations. Billable time is rounded down to the nearest whole minute. For example, a consultation lasting 6 minutes and 45 seconds will be recorded and compensated as exactly 6 billable minutes. Fractional minutes are neither billed to the Consumer nor paid out to the Partner.

4. Taxation and Statutory Deductions

As an Electronic Commerce Operator (ECO) operating under Indian jurisdiction, Pawgloo is legally mandated to facilitate tax collection and deduction at source prior to the disbursement of Partner payouts.

  • Tax Deducted at Source (TDS) under Section 194-O: Pursuant to the Income Tax Act, 1961, Pawgloo is required to deduct TDS at the prevailing statutory rate (currently 1%) on the gross amount of sales/services provided by the Partner through the platform. Note: Failure to provide a valid PAN (Permanent Account Number) will result in a higher TDS deduction (currently 5%) as mandated by Section 206AA.
  • Goods and Services Tax (GST): * Pawgloo will levy an 18% GST on its Platform Fee, for which a tax invoice will be issued to the Partner.
    • If the Partner provides a valid GSTIN, they are solely responsible for calculating, reporting, and remitting the applicable GST on their underlying service to the Consumer.
  • Invoicing & Ledgers: A comprehensive digital statement outlining Gross Earnings, Platform Fees, and statutory tax deductions (GST & TDS) will be generated for every payout cycle. These records are permanently accessible via the 'Ledger' tab within the Pawgloo-Partners application.

5. Payout Mechanics & Settlement Timelines

Pawgloo utilizes Cashfree Payouts to disburse Net Payable Earnings directly to the Partner’s verified Bank Account or UPI ID. Partners must successfully complete a "Penny Drop" verification (matching the registered name with the bank account holder's name) to be eligible for payouts.

A. Standard Settlement Cycle (Bi-Weekly)

  • Audit & Aggregation: Our automated accounting system reconciles the Partner ledger on a bi-weekly basis (typically the 1st and 15th of the calendar month).
  • Clearance Buffer: Only funds from completed services that have cleared the mandatory 48-hour dispute/resolution buffer are eligible for payout.
  • Disbursement: If the accumulated cleared balance exceeds the Minimum Payout Threshold (e.g., ₹100), a settlement batch is initiated and funds are credited to the Partner's verified account within 24-48 business hours.

B. On-Demand / Accelerated Settlements (Instant Payouts)

  • Partners may request an "Instant Payout" for cleared, available funds directly through the Partner dashboard.
  • Processing Levy: Accelerated settlements incur a nominal, non-refundable processing fee (deducted directly from the transfer amount) to offset the premium banking network charges levied by our payment aggregator.
  • Availability: Pawgloo reserves the right to disable the Instant Payout feature during designated banking holidays, system maintenance, or upon suspicion of irregular account activity.

6. Right to Withhold, Set-Off, and Forfeiture

To maintain platform integrity and protect Consumers, Pawgloo expressly reserves the right to temporarily suspend, delay, or permanently forfeit a Partner’s payout under the following circumstances:

  1. Breach of Anti-Circumvention Terms: Concrete evidence that a Partner has attempted to solicit a Pawgloo Consumer to process payments off-platform or bypass the platform's booking ecosystem.
  2. Consumer Disputes & Chargebacks: A high frequency of validated Consumer complaints, including but not limited to documented no-shows, severe professional negligence, or fraudulent fulfillment claims. In the event of a banking chargeback initiated by a Consumer, Pawgloo reserves the Right of Set-Off to deduct the disputed amount from the Partner's future earnings pending investigation.
  3. Compliance Failure: Failure to maintain updated KYC documentation, loss of veterinary/professional licensing, or failure to pass the mandated Cashfree Penny Drop verification.

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