Terms & Conditions

Effective Date: 2026-05-04
Jurisdiction: Republic of India

Welcome to Pawgloo! These Terms & Conditions ("Terms") and the User Agreement ("Agreement") govern your access to and use of the Pawgloo platform, including our website, mobile applications, and all related services (collectively, the "Platform"). This document is an electronic record in terms of the Information Technology Act, 2000. By using Pawgloo, you agree to be bound by these terms. We operate as an intermediary, connecting you with independent service providers, and we explicitly limit our liability for their services.

The Bottom Line Up Front (BLUF): This document combines our Terms & Conditions and User Agreement. It outlines what you can expect from Pawgloo as a user, what we expect from you, how we handle your data, and what happens if things don't go as planned. We're committed to building a safe and trusted platform for pet parents in India.

1. Legal Agreement and Applicability

This document is an electronic record in terms of the Information Technology Act, 2000 and rules made thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

By downloading, accessing, or utilizing the Pawgloo consumer application and its associated services (collectively, the "Platform"), you (the "User" or "Pet Parent") expressly agree to be bound by these Terms and Conditions and User Agreement ("Agreement"). If you do not agree to these terms, you must immediately cease use of the Platform.

2. Nature of the Platform (Intermediary Status)

A. Safe Harbor

Pawgloo operates exclusively as a digital technology intermediary and marketplace. Pursuant to Section 79 of the Information Technology Act, 2000, Pawgloo facilitates connections between Users and independent third-party service providers, including Veterinarians, Dog Walkers, and Groomers (collectively, "Partners"), as well as facilitating social "Playdates" between Users.

B. Principal-to-Principal Basis

Pawgloo is a technology provider, not a pet care agency, veterinary clinic, or employer of any Partner. All services booked through the Platform ("Partner Services") are executed on a principal-to-principal basis between the User and the Partner. Pawgloo does not direct, control, or supervise the Partners and explicitly disclaims any warranties regarding the quality, safety, or legality of the Partner Services.

3. Express Waivers and Limitation of Liability

By utilizing the Platform, the User acknowledges the inherent and unpredictable risks associated with animal behavior and executes the following irrevocable waivers:

A. Partner Services (Walking, Grooming, Boarding)

The User entrusts their pet to an independent Partner at their own risk. To the maximum extent permitted by Indian law, Pawgloo, its directors, and employees shall not be held liable for any direct, indirect, consequential, or incidental damages, including but not limited to loss, theft, escape, injury, illness, property damage, or death of a pet or third party sustained during a scheduled Partner Service. Any claims or disputes arising from Partner Services must be resolved exclusively against the respective Partner.

B. Social Playdates (User-to-User Interactions)

The Playdate matchmaking functionality relies entirely on User-generated data. Pawgloo explicitly disclaims any obligation to independently verify the temperament, behavioral history, health status, or vaccination records (e.g., Rabies, DHPPi) of any pet on the Platform. The User assumes 100% of the risk associated with physical injury, dog-to-dog aggression, or the transmission of communicable diseases (e.g., Parvovirus, Kennel Cough) resulting from a Platform-facilitated Playdate.

C. Tele-Veterinary Consultations

All digital consultations facilitated via Pawgloo’s communication infrastructure (e.g., GetStream) are strictly advisory and are governed by the Telemedicine Practice Guidelines, 2020 issued by the CCIM/NMC. Tele-vet services are strictly for non-emergency situations. They do not constitute a substitute for emergency, in-person veterinary medical care. Pawgloo bears no liability for misdiagnoses, adverse reactions to recommended treatments, or service disruptions caused by network latency or dropped connections.

4. Payments, Nodal Settlement, and Anti-Circumvention

A. Payment Routing

To secure a Partner Service, Users must remit 100% of the calculated fee upfront via our RBI-authorized payment aggregator (Cashfree). These funds are held securely in a compliant Nodal/Escrow Account and are only disbursed to the Partner upon the confirmed completion of the service, minus applicable platform fees and taxes.

B. Strict Anti-Circumvention

Users are strictly prohibited from soliciting, negotiating, or remitting direct payments (including cash or direct UPI) to a Partner to bypass the Platform's booking and fee ecosystem. Attempting to exchange contact information to route a discovered service off-platform constitutes a material breach of this Agreement, resulting in immediate account termination, forfeiture of wallet credits, and potential legal action, as detailed in our Acceptable Use & Anti-Circumvention Policy.

5. User Representations, Warranties, and Indemnification

The User hereby warrants that all data provided regarding their pet—including breed, vaccination status, and behavioral history—is 100% accurate and up to date.

Strict Liability for Non-Disclosure: The User has an affirmative legal obligation to disclose any history of aggression, biting, or severe anxiety their pet exhibits. Failure to disclose such history renders the User solely and exclusively liable to indemnify Pawgloo, the Partner, and any affected third parties against all resulting medical, legal, or property damages incurred during a Platform-facilitated interaction.

6. Your Rights as a User

As a Pawgloo user, you have the right to:

• Access and use the platform's features as described in our service documentation
• Privacy and data protection in accordance with our Privacy Policy and the Digital Personal Data Protection Act (DPDP), India (2023)
• Fair treatment from service providers and other users on the platform
• Transparent pricing with no hidden fees or charges
• Data portability - request a copy of your data at any time
• Account deletion - permanently delete your account and associated data

7. Your Obligations

As a user, you agree to:

A. Account Integrity

• Maintain only one personal account
• Keep your login credentials secure
• Not share your account with others
• Promptly report any unauthorized access

B. Pet Information Accuracy

• Provide truthful and accurate information about your pets
• Keep vaccination records and health information up to date
• Disclose any behavioral issues or special needs
• Update your pet's profile when circumstances change

C. Platform Usage

• Use the platform only for its intended purposes
• Respect the community guidelines
• Not attempt to circumvent the platform for direct transactions
• Zero Tolerance for Illegal Content: You must not upload, share, or transmit any content that violates our Child Safety Standards. Any involvement in Child Sexual Abuse and Exploitation (CSAE) will result in immediate account termination and reporting to legal authorities.
• Report any safety concerns or policy violations

8. Service Provider Interactions

A. Bookings and Appointments

• All bookings must be made through the Pawgloo platform
• You agree to honor confirmed bookings or cancel within the specified cancellation window
• No-shows may result in charges as outlined in the cancellation policy

B. Reviews and Ratings

• Provide honest and fair reviews of service providers
• Do not post defamatory, false, or misleading reviews
• Pawgloo reserves the right to remove reviews that violate our guidelines

C. Disputes

• Attempt to resolve disputes directly with service providers first
• If unresolved, contact Pawgloo support for mediation
• Pawgloo's decision in dispute resolution is final

9. Financial Terms

A. Payments

• All payments are processed through secure, PCI-compliant payment gateways
• You authorize Pawgloo to charge your selected payment method for confirmed bookings
• Receipts are available in your account transaction history

B. Refunds

• Refund eligibility depends on the service type and cancellation timing
• Approved refunds are processed within 7-10 business days
• Refunds are credited to the original payment method

10. Data and Privacy

• We collect and process your data as described in our Privacy Policy
• You consent to the collection of usage data for platform improvement
• We do not sell your personal data to third parties
• You may request data deletion at any time, subject to legal retention requirements

11. Intellectual Property

A. Pawgloo's IP

All content, features, and functionality of the Pawgloo platform (including but not limited to text, graphics, logos, icons, and software) are the exclusive property of Pawgloo Technologies Private Limited.

B. User-Generated Content

• You retain ownership of content you create (reviews, photos, pet profiles)
• By posting content, you grant Pawgloo a non-exclusive, worldwide license to use, display, and distribute it on the platform
• You are responsible for ensuring your content does not infringe on third-party rights

12. Limitation of Liability

• Pawgloo is a technology platform that facilitates connections between pet owners and service providers
• We are not liable for the actions, omissions, or negligence of service providers
• Our maximum liability is limited to the fees paid by you in the 12 months preceding the claim
• We do not guarantee specific outcomes from any service booked through the platform

13. Indemnification

You agree to indemnify and hold harmless Pawgloo, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from:

• Your violation of this Agreement
• Your use of the Services
• Your interactions with other users or service providers
• Any content you post on the platform

14. Termination

A. By You

You may terminate this Agreement at any time by deleting your account through the app settings.

B. By Pawgloo

We may suspend or terminate your account if you:

• Violate this Agreement or our community guidelines
• Engage in fraudulent or illegal activities
• Pose a risk to other users, pets, or service providers

C. Effect of Termination

Upon termination:

• Your access to the platform will be revoked
• Outstanding payments remain due
• Provisions that by their nature should survive will continue to apply

15. Governing Law and Jurisdiction

This Agreement is governed by the laws of India. Any disputes arising under this Agreement shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.

16. Amendments

Pawgloo reserves the right to modify this Agreement at any time. We will provide notice of material changes through the app or via email. Your continued use of the Services after such notice constitutes acceptance of the modified Agreement.

Contact Us

If you have any questions about these Terms, please contact us at:

Email: legal@pawgloo.com
Address: Pawgloo Technologies Private Limited, Bengaluru, India.