Acceptable Use & Anti-Circumvention Policy

• 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. Purpose and scope as a digital intermediary

Pawgloo invests substantial capital in proprietary technology (secure cloud infrastructure, our communication partner, our payment processor integrations), marketing, background verification (KYC), and customer support to create a secure, high-trust marketplace for pet care. We operate as an electronic commerce operator and digital intermediary.

To sustain this ecosystem and protect our intellectual property and operational investments, all financial transactions and service-related communications originating from or discovered through the Pawgloo platform must strictly remain on the Pawgloo platform.

This Policy should be read together with the Terms of Service, Privacy Policy, Community Guidelines, and Child Safety Standards.

2. The anti-circumvention mandate (zero tolerance)

By registering on either the Pawgloo or Pawgloo-Partners application, all users expressly agree to a strict, non-negotiable non-circumvention covenant.

Users are strictly prohibited from engaging in the following activities:

• Off-Platform Transactions: Offering, soliciting, accepting, or remitting payment outside of the Pawgloo secure payment gateway for any service where the initial connection, discovery, or lead generation occurred on the Pawgloo platform. This includes cash transactions, direct bank transfers, or direct UPI payments (e.g., Google Pay, PhonePe, Paytm).

• Information Exchange for the Purpose of Bypassing: Utilizing Pawgloo’s in-app chat, voice, or video consultation infrastructure to share, request, or obfuscate direct contact information (including but not limited to mobile numbers, WhatsApp handles, email addresses, or personal social media profiles) with the intent to move the commercial relationship off-platform.

• Fraudulent Cancellations (“Poaching”): Canceling a scheduled, confirmed booking within the Pawgloo application with the mutual intent to fulfill that exact or similar service in person for direct, off-platform remuneration.

• No Liability for Off-Platform Harm to Pets: If a Consumer or Partner initiates, facilitates, or participates in direct off-platform arrangements to obtain unmonitored advice, cheaper pricing, or unlogged services, Pawgloo disclaims all liability, accountability, or responsibility for any injury, illness, worsening condition, harm, or fatality to any pet or animal. All parties to off-platform interactions act entirely at their own risk and assume full personal, civil, and professional liability.

Acceptable-use conduct rules and staged response

In addition to the Anti-Circumvention Mandate, Consumers and Partners must not use Pawgloo to engage in, facilitate, promote, solicit, or distribute the following conduct:

• Illegality: Any activity that violates applicable law, including fraud, trafficking, illegal sales, unlawful gambling, money laundering, tampering, or attempts to use Pawgloo services to conceal unlawful activity.

• Threats and violence: Credible threats, incitement to violence, instructions intended to cause physical harm, celebration of violence, or disclosure of private information to expose a person to harm.

• Harassment and abuse: Targeted harassment, bullying, hate-based abuse, stalking, repeated unwanted contact, sexual harassment, doxxing, or coordinated attempts to intimidate any person.

• Animal abuse: Content or conduct that depicts, arranges, encourages, or facilitates animal cruelty, neglect, abandonment, sexual abuse, animal fighting, deliberate poisoning, or the intentional withholding of necessary veterinary care.

• Malware and intellectual property abuse: Uploading or transmitting malware, malicious code, phishing material, credential-harvesting links, or infringing copyrights, trademarks, publicity rights, or trade secrets.

• Impersonation and false data: Impersonating another person or organization, misrepresenting professional qualifications, submitting false KYC or booking information, creating deceptive profiles, or filing fabricated reports.

• Child sexual abuse and exploitation (“CSAE”): Any sexualization, grooming, exploitation, or abuse of a child, and any distribution of child sexual abuse material. This prohibition is absolute. Pawgloo preserves relevant records and reports matters to competent law enforcement authorities.

Conduct responses are staged according to severity, repetition, available , legal obligations, and operational capability:

1. Stage one, notice and correction: Lower-severity, first-time, or remediable conduct may result in a warning, a request to correct false data, removal of submitted material, or instructions to stop the conduct.
2. Stage two, restriction and escalation: Repeated harassment, impersonation, intellectual-property abuse, non-imminent threats, malicious reporting, malware distribution, unlawful conduct, or suspected animal abuse may result in access restrictions, escalation through available support channels, preservation, or referral to the relevant rights holder or authority.
3. Stage three, urgent safety or legal response: CSAE, credible imminent threats, severe animal cruelty, serious illegal activity, active malware attacks, or conduct presenting an immediate risk may proceed directly to urgent restriction where operationally supported, preservation, and reporting to law enforcement, child-protection bodies, emergency services, or other competent authorities.

These stages describe Pawgloo’s policy response framework and do not represent a universal human-reviewed or server-enforced moderation system. The currently implemented abuse-report flow is described in Section 4.

3. Restrictive covenant (duration)

The mutual obligation to process payments exclusively through Pawgloo’s authorized gateway is intended to apply to all services rendered between a specific Consumer and a specific Partner for a continuous period of twelve (12) months from the date of their most recent booking or digital interaction on the platform. This twelve-month covenant is subject to legal approval, applicable law, and enforceability requirements, and will apply only to the extent legally valid.

Technical enforcement of this twelve-month period is not currently implemented and remains part of the planned experience described in Section 4.

4. Enforcement, telemetry, and monitoring

Where Pawgloo reviews a transaction, complaint, safety matter, or suspected violation through an available support or legal process, the review may use booking and transaction records, application and service logs, account records, payment records, and voluntarily provided by users, such as screenshots, messages, receipts, photographs, or recordings lawfully obtained by the reporting user.

Pawgloo has not implemented automated keyword monitoring of in-app chat, automated analysis or monitoring of audio or video sessions, or automated GPS-proximity monitoring for circumvention enforcement. The waiting-room interface’s AI-related claim calls a placeholder rather than a live detection service. The relevant placeholder references are app/app/(app)/waiting-room.js:433-437 and app/src/services/doctorService.js:284-287.

The currently implemented in-app abuse path applies a client-side auto-ban state after reports from five unique reporters. That flow does not send reports to a human-review queue and does not enforce the ban on the server. It therefore must not be understood as universal, reviewed, or server-enforced policy enforcement. The current implementation is documented at :46-56,69-96`.

Planned experience, not live

To ensure community safety, verify service fulfillment, and strictly enforce this Policy, Pawgloo plans to use automated platform telemetry in accordance with our Privacy Policy and applicable Indian data protection regulations. These monitoring capabilities are not currently implemented.

Before any such monitoring is launched, Pawgloo intends to provide appropriate notice and obtain any explicit, informed consent required for the following monitoring activities:

• Automated Communication Audits: Pawgloo’s communication infrastructure (powered by our communication partner) is planned to deploy automated, algorithmic keyword filters. These systems would be designed to detect the transmission of numerical strings resembling phone numbers, UPI IDs, or targeted lexicons indicative of off-platform solicitation (e.g., “GPay,” “Cash,” “WhatsApp me,” “pay directly”). This planned monitoring would apply to in-app chat, audio, and video sessions for both Consumers and Partners. - Geospatial & Behavioral Flagging: Pawgloo’s backend infrastructure is planned to monitor for suspicious behavioral anomalies. This would include algorithmic flagging of high-frequency Consumer-initiated cancellations that perfectly correlate with a Partner’s GPS telemetry indicating physical proximity to the Consumer’s registered location at the scheduled service time.

• Human review and server enforcement: A staffed human-review queue, documented reviewer decisions, and server-side suspension or ban enforcement are planned but are not currently live. - Structured reports and suppression checks: Structured user↔doctor reporting, report-status handling, and suppression checks intended to prevent restricted accounts, content, or interactions from resurfacing are planned but are not currently live. - Technical enforcement of the twelve-month covenant: Automated controls intended to detect or technically enforce the twelve-month Consumer-Partner covenant are planned but are not currently live. - Bounty Program: Pawgloo may, at its sole and absolute discretion, issue account credits, financial bonuses, or ledger bumps to users who provide verifiable, actionable proof (e.g., screenshots of off-platform solicitation) of circumvention attempts initiated by the counterparty. No bounty operation is currently live, and no report presently creates an entitlement to a reward.

5. Material breach and remedial actions

Violating the Anti-Circumvention Mandate constitutes a material breach of the Pawgloo Terms of Service. Upon receiving of a violation, Pawgloo reserves the right to take the following remedial actions, subject to applicable law, available , operational capability, and any applicable appeal process. These remedies are not all automatic, and the existing five-unique-reporter client-side auto-ban does not provide universal human review or server enforcement.

For Consumers (Pet Parents):

• Temporary or permanent suspension of the primary Pawgloo account and associated pet profiles where such action is operationally supported and proportionate to the violation.
• Revocation, where applicable terms permit, of unused promotional credits or referral bonuses. Real-money Wallet balances are not automatically forfeited and remain subject to applicable payment, refund, withdrawal, and legal requirements.
• A direction not to create replacement accounts or use another account to evade a valid restriction or termination.

For Partners (Service Providers):

• Temporary or permanent deactivation of the Pawgloo-Partner profile and revocation of platform access where such action is operationally supported and proportionate to the violation.
• Funds and Claimed Damages: Unpaid earnings, real-money balances, and funds held in a Partner’s nodal/escrow ledger are not automatically forfeited to Pawgloo as liquidated damages. Any hold, reversal, set-off, refund, or disposition of funds must have a valid contractual or legal basis and comply with applicable payment terms and law. Subject to legal approval and Section 74 of the Indian Contract Act, 1872, Pawgloo may separately seek legally recoverable liquidated or actual damages arising from stolen platform commissions, wasted marketing acquisition costs, administrative overhead, or other proven loss.
• Civil Litigation: In instances involving organized poaching, systemic fraud, or the mass solicitation of Pawgloo clientele, the Company reserves the absolute right to pursue civil litigation for tortious interference with business relations, breach of contract, and recovery of actual damages.

Appeals: A Consumer or Partner may appeal an account restriction, deactivation, credit revocation, or other remedial decision by contacting support@pawgloo.com. The appeal should include the registered mobile number or email address, account identifier, relevant booking or transaction identifiers, the disputed action, the reason the decision is believed to be incorrect, and any supporting The automated five-unique-reporter client-side flow itself does not include human review; an appeal submitted through support is a separate request. Subject to applicable law and available support processes, Pawgloo may maintain, modify, or reverse the disputed action.

Remedies under this section should also be read with the Terms of Service, Refund and Cancellation Policy, and Grievance Redressal Policy.

6. The platform integrity (“whistleblower”) mechanism

Pawgloo relies on the integrity of its community to maintain a fair and secure marketplace.

• For Consumers: If a Partner solicits direct cash payment, requests you to cancel an active app booking, or attempts to route communications to WhatsApp, you are obligated to report this behavior immediately to support@pawgloo.com.
• For Partners: If a Consumer attempts to pressure you into accepting direct payments off-platform to avoid platform fees, you must report the user via the in-app support portal. Structured user↔doctor reporting is not currently live and remains part of the planned experience described in Section 4.
• Proof Examples: Verifiable, actionable proof may include screenshots of off-platform solicitation, booking identifiers, transaction receipts, dates and times, account or profile names, original messages, and recordings lawfully obtained by the reporting user. Users must not obtain through unauthorized access, impersonation, harassment, or other illegal conduct, and must never copy or redistribute CSAE material.
• Bounty Program: No bounty operation is currently live. Any future account credits, financial bonuses, or ledger bumps would remain entirely discretionary, would require verifiable and actionable proof, and would not create a contractual entitlement to payment or reward.

For immediate danger, credible threats, CSAE, or severe animal abuse, users should contact the appropriate emergency service or competent authority in addition to reporting the matter to Pawgloo. Related reporting and appeal information is available in the Community Guidelines, Child Safety Standards, and Grievance Redressal Policy.