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Platform charges & payout policy

By Pawgloo Team•Updated May 04, 2026
On this page
1. Introduction and scope2. Consumer pricing & payment terms3. Partner remuneration & platform commission4. Taxation and statutory deductions5. Payout mechanics & settlement timelinesPlanned experience, not live6. Right to withhold, set-off, and forfeiture7. Grievance redressal
  • Effective date: 2026-05-04
  • 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)
  • 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 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 (our payment processor).
  • Nodal account settlement: Funds collected are securely routed and temporarily processed 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).

3. Partner remuneration & platform commission

Pawgloo operates on a revenue-sharing model, acting as a technology facilitator that provides lead generation, infrastructure (via secure cloud infrastructure and our communication partner), and payment processing (via our payment processor).

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 and the addition of any applicable GST amount, constitutes the Partner’s “Net Payable Earnings.”
  • Live video earnings floor: For completed live video consultations, the system enforces a minimum Partner earnings rate of ₹40 per billable minute. Gross Partner Earnings are therefore calculated as: Billable Minutes x the greater of the Partner’s configured live-video rate per minute or ₹40 per minute.
  • Net Payable Earnings formulation: Gross Partner Earnings - Platform Fee - applicable TDS + applicable GST addition = Net Payable Earnings, subject to authorized reversals, withholding, or set-off under this Policy.

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 (our communication partner).
  • Discrete minute calculation: Pawgloo employs a mathematical floor function for payout calculations. For a positive consultation duration, Billable Minutes are calculated as: minimum of the booked slot duration and the greater of one minute or floor(actual duration in seconds / 60). A zero-second duration results in zero billable minutes.
  • Billable time is rounded down to the nearest whole minute after applying the one-minute minimum for any positive duration and the cap at the booked slot duration. For example, a consultation lasting 6 minutes and 45 seconds will be recorded and compensated as exactly 6 billable minutes. A positive consultation lasting less than 60 seconds will be recorded as 1 billable minute, while a consultation that exceeds its booked slot cannot generate billable minutes beyond that slot. Fractional seconds do not add another billable minute.

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 prior to the disbursement of Partner payouts.

  • Tax Deducted at (TDS) under Section 194-O: The current ledger calculation defaults to a 10% TDS deduction when the TDS branch applies. This describes the platform’s operational ledger default; the final statutory treatment remains subject to the Partner’s valid tax profile and applicable law.
  • Goods and Services Tax (GST): The alternative default GST branch adds 18% GST to the applicable ledger tax basis and applies no TDS.
  • The default tax calculations are: TDS branch: Tax Basis - (Tax Basis x 10% TDS); GST branch: Tax Basis + (Tax Basis x 18% GST), with TDS equal to ₹0.
  • Any GST charged on Pawgloo’s Platform Fee will be separately identified, and 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, the applicable tax basis, statutory tax deductions or additions (GST & TDS), and Net Payable Earnings will be generated for every payout cycle.

5. Payout mechanics & settlement timelines

Pawgloo utilizes our payment processor 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.

The instant-request and batch payout services use an active Minimum Payout Threshold of ₹200. Accumulated eligible balances meeting or exceeding ₹200 are eligible for settlement disbursement directly to your registered bank account or UPI ID.

A. Standard settlement cycle

  • Audit & aggregation: Our automated accounting system reconciles the Partner ledger and the batch payout service aggregates eligible balances for settlement. A fixed bi-weekly schedule on the 1st and 15th is not currently live.
  • Eligibility: The current payout implementation does not apply a mandatory 48-hour age filter to completed-service funds.
  • Disbursement: If the accumulated eligible balance exceeds the configured Minimum Payout Threshold applicable to the batch payout service, a settlement batch may be initiated. Transfer timing depends on our payment processor processing, the receiving bank or UPI provider, and the final payout status; a 24–48 business-hour credit guarantee is not currently live.

B. On-demand / accelerated settlements (instant payouts)

  • Partners may request an “Instant Payout” for available funds directly through the Partner dashboard, subject to the configured Minimum Payout Threshold applicable to the instant-request service.
  • Processing levy: The current Instant Payout implementation does not deduct an instant or accelerated processing fee.
  • Availability: Pawgloo reserves the right to disable the Instant Payout feature during designated banking holidays, system maintenance, or upon suspicion of irregular account activity.
  • Immediate rejection: If our payment processor immediately rejects an Instant Payout request, the current request path writes a ledger reversal but does not restore the amount to the Partner’s wallet balance in that same path.
  • Asynchronous failure or reversal: If our payment processor subsequently reports a payout failure or reversal through its asynchronous webhook, the reversal is recorded and the amount is restored to the Partner’s wallet balance.

Planned experience, not live

The following details describe a planned experience and are not part of the current live behavior:

Invoicing & ledgers

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 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 our payment processor Penny Drop verification.

7. Grievance redressal

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, Partners who have concerns about payout calculations, deductions, or platform charges may raise a formal grievance.

  • Grievance Officer: Venu Gopal Singhal (Chief Executive Officer), NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo)
  • Email: support@pawgloo.com · help@nexelplatforms.com
  • Support (payout & billing queries): support@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 in accordance with applicable law.

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