Pawgloo Terms & Conditions

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

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 constitutes an electronic record per the Information Technology Act, 2000. By accessing Pawgloo's platform (website, mobile apps, and services), users expressly agree to be bound by these terms. Non-acceptance requires immediate cessation of platform use.

Pawgloo and Pawgloo-Partners are brands owned and operated by NEXEL PLATFORMS PRIVATE LIMITED ("the Company"), incorporated under the Companies Act, 2013, with its principal place of business at Plot 151, Sector 2, Kurukshetra, Haryana 136118. References to "Pawgloo," "the Company," "we," "us," or "our" in this document refer to NEXEL PLATFORMS PRIVATE LIMITED.

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 as a "digital technology intermediary and marketplace" under Section 79 of the Information Technology Act, 2000. The platform connects users with independent third-party service providers including veterinarians, dog walkers, and groomers, plus facilitates social playdates between users.

B. Principal-to-Principal Basis

Pawgloo functions as a technology provider, not a pet care agency, veterinary clinic, or employer. All services execute on a principal-to-principal basis between user and partner. The platform does not direct, control, or supervise a partner's day-to-day performance of services and does not guarantee service quality, safety, or outcomes.

C. Partner Verification

Before a partner is listed on the platform, Pawgloo performs baseline verification consisting of identity verification and, where the service category requires it by law (e.g., veterinary consultations), confirmation that the partner holds a valid, current registration with the applicable regulatory body (e.g., the Veterinary Council of India or relevant State Veterinary Council). This confirms the partner's credentials at onboarding; it is not continuous supervision of the partner's conduct.

3. Risk Acknowledgment and Waivers

Users acknowledge inherent risks associated with animal behavior and pet-related interactions that cannot be fully eliminated by any verification process. This section describes those risks; Pawgloo's liability position for them is set out exclusively in Section 12.

A. Partner Services (Walking, Grooming, Boarding)

Users entrust pets to independent partners. Claims relating to the performance of the service itself should be directed at the partner in the first instance, without prejudice to a user's rights against Pawgloo under Section 12.

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

Playdate matching relies on user-generated data, including self-certified vaccination and temperament information. Pawgloo does not independently verify pet temperament, behavioral history, health status, or vaccination records for playdate matching, and users are encouraged to exchange proof of vaccination and meet initially in public, neutral locations.

C. Tele-Veterinary Consultations

Digital consultations follow Veterinary Council of India Telemedicine Practice Guidelines and apply strictly to non-emergency situations. These consultations are advisory and don't substitute for emergency in-person veterinary care. If a pet is in a medical emergency, users must contact the nearest physical veterinary clinic immediately rather than relying on the platform.

4. Payments, Nodal Settlement, and Anti-Circumvention

A. Payment Routing

Users must remit 100% of calculated service fees upfront via RBI-authorized payment aggregator Cashfree. Funds are held in a compliant nodal/escrow account, disbursed to partners only upon confirmed service completion, minus platform fees and taxes. Disputes relating to a payment transaction may also be raised through Cashfree's Online Dispute Resolution (ODR) mechanism in addition to Pawgloo support.

B. Strict Anti-Circumvention

Users are strictly prohibited from soliciting, negotiating, or remitting direct payments to bypass the platform's booking ecosystem. Exchanging contact information to route services off-platform constitutes material agreement breach, resulting in account suspension or termination per the Acceptable Use & Anti-Circumvention Policy and potential legal action.

Any penalty for breach of this clause is limited to reasonable, pre-estimated compensation for the administrative and revenue loss caused, and will never exceed money a user has actually loaded into their Pawgloo wallet as non-promotional balance. Real-money wallet balance remains refundable to the user on request or account closure, consistent with RBI's Prepaid Payment Instrument directions; only unused promotional or bonus credit issued by Pawgloo may be forfeited for a proven breach of this clause.

5. User Representations, Warranties, and Indemnification

Users warrant that all pet data—including breed, vaccination status, and behavioral history—is accurate and up to date.

Users hold an affirmative obligation to disclose any aggression, biting, or severe anxiety history. Where non-disclosure directly causes injury, loss, or damage to Pawgloo, a partner, or an affected third party, the non-disclosing user is liable to indemnify the affected party for the resulting direct losses. This indemnity does not extend to losses caused by Pawgloo's own negligence, gross negligence, fraud, or willful misconduct.

6. Your Rights as a User

Users possess rights to:

• Access and use platform features as documented
• Privacy and data protection per Privacy Policy and Digital Personal Data Protection Act (DPDP), India (2023), including the rights listed in Section 10
• Fair treatment from service providers and other users
• Transparent pricing, with all fees disclosed before a booking or payment is confirmed
• Data portability upon request
• Permanent account and data deletion, subject to legal retention requirements
• Escalate a grievance to the Grievance Officer named in Section 17 and receive acknowledgment within 24 hours and resolution within 15 days

7. Your Obligations

A. Account Integrity

• Maintain single personal account
• Secure login credentials
• Prohibit account sharing
• Report unauthorized access promptly

B. Pet Information Accuracy

• Provide truthful, accurate pet information
• Maintain current vaccination and health records
• Disclose behavioral issues and special needs
• Update profiles when circumstances change

C. Platform Usage

Use the platform for its intended purposes only, respect community guidelines, and avoid circumventing the platform for direct off-platform transactions. Users must not post, upload, or transmit content that:

• is grossly harmful, defamatory, obscene, invasive of another's privacy, hateful, or racially or ethnically objectionable
• infringes any patent, trademark, copyright, or other proprietary right
• violates any applicable law
• impersonates another person
• threatens the unity, integrity, defence, security, or sovereignty of India, or public order
• contains software viruses or other harmful code
• is patently false or misleading but presented as fact
• constitutes Child Sexual Abuse and Exploitation (CSAE) content of any kind

Violations involving CSAE trigger immediate account termination and reporting to the appropriate law enforcement authority. Other violations may result in content removal, warning, suspension, or termination depending on severity. Users should report safety concerns and policy violations to safety@pawgloo.com.

8. Service Provider Interactions

A. Bookings and Appointments

All bookings must proceed through Pawgloo. Users agree to honor confirmed bookings or cancel within specified windows. No-shows may incur charges per cancellation policy.

B. Reviews and Ratings

Provide honest, fair provider reviews. Defamatory, false, or misleading reviews are prohibited. Pawgloo reserves removal rights for guideline-violating reviews.

C. Disputes

Attempt direct resolution with service providers first. Unresolved disputes proceed to Pawgloo support for mediation. Pawgloo's mediation is offered in good faith to help resolve the dispute but does not replace a user's right to pursue the matter before a consumer forum, court, or other competent authority.

9. Financial Terms

A. Payments

All payments process through secure, PCI-compliant gateways. Users authorize Pawgloo to charge selected payment methods for confirmed bookings. Transaction receipts appear in account history.

B. Refunds

Refund eligibility depends on service type and cancellation timing. Approved refunds process within 5-7 business days and credit to original payment methods.

10. Data and Privacy

Collection and processing follows the Privacy Policy description and the DPDP Act, 2023. Users consent to usage data collection for platform improvement. Pawgloo doesn't sell your personal data to third parties.

Users have the right to: obtain a summary of the personal data Pawgloo holds and how it is processed; request correction, completion, or erasure of that data; nominate another individual to exercise these rights in the event of the user's death or incapacity; withdraw consent for processing at any time (which may limit access to certain features); and lodge a grievance with the Grievance Officer (Section 17) and, if unresolved, with the Data Protection Board of India. Pawgloo retains personal data only as long as necessary for the purpose collected, or as required by law, and will notify affected users and the appropriate authority in the event of a personal data breach, as required by the DPDP Act.

11. Intellectual Property

A. Pawgloo's IP

All platform content, features, and functionality—including text, graphics, logos, icons, and software—are exclusive property of NEXEL PLATFORMS PRIVATE LIMITED.

B. User-Generated Content

Users retain ownership of created content (reviews, photos, pet profiles). By posting, users grant Pawgloo a non-exclusive, worldwide, royalty-free, sublicensable license to use, display, and distribute content on the platform and in Pawgloo's own marketing and promotional materials (e.g., app store listings, social media, advertising). This license ends when the user deletes the content or their account, except for copies already incorporated into materials published before deletion. Users bear responsibility for ensuring content doesn't infringe third-party rights.

12. Limitation of Liability

Pawgloo functions as a technology platform facilitating connections between pet owners and service providers.

A. General Cap. Subject to paragraph B, Pawgloo's total liability arising out of or related to these Terms or a user's use of the platform — whether in contract, tort, or otherwise, including for a service provider's actions, omissions, or negligence described in Section 3 — is limited to the fees paid by that user to Pawgloo in the preceding 12 months. Pawgloo doesn't guarantee specific service outcomes.

B. Carve-Outs. Nothing in these Terms limits or excludes liability for: (i) death or personal injury caused by Pawgloo's own negligence; (ii) Pawgloo's fraud or fraudulent misrepresentation; or (iii) any liability that cannot be excluded or limited under Indian law, including the Consumer Protection Act, 2019.

13. Indemnification

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

• Agreement violations
• Service use
• Interactions with other users or service providers
• User-posted platform content

This indemnity does not extend to claims arising from Pawgloo's own negligence, gross negligence, fraud, or willful misconduct.

14. Termination

A. By You

Users may terminate anytime by deleting accounts through app settings.

B. By Pawgloo

Pawgloo may suspend or terminate accounts for:

• Agreement or community guideline violations
• Fraudulent or illegal activity engagement
• Risks posed to other users, pets, or service providers

For violations other than fraud, illegal activity, or a safety risk, Pawgloo will give notice and a reasonable opportunity to correct the issue before termination.

C. Effect of Termination

Upon termination, platform access revokes, outstanding payments remain due, and surviving provisions continue applying.

15. Governing Law and Jurisdiction

This Agreement operates under Indian law. Subject to the paragraph below, disputes fall under exclusive jurisdiction of Kurukshetra, Haryana courts.

Nothing in this section limits a user's statutory right, as a consumer, to file a complaint before a District, State, or National Consumer Disputes Redressal Commission having jurisdiction under the Consumer Protection Act, 2019, including a commission local to the user's place of residence.

Neither party is liable for a delay or failure to perform caused by events beyond its reasonable control, including natural disasters, pandemics, internet or telecom outages, or government action, for as long as that event continues.

16. Amendments

Pawgloo reserves modification rights to this Agreement. Material changes receive notice via app or email at least 15 days before they take effect. Continued platform use following that notice period constitutes acceptance of the modifications.

17. Grievance Redressal

Per Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Digital Personal Data Protection Act, 2023, Pawgloo designated a Grievance Officer for complaints regarding the platform and personal data handling.

Officer Details:

• Name: Venu Gopal Singhal (CEO)
• Organization: NEXEL PLATFORMS PRIVATE LIMITED
• General Email: support@pawgloo.com
• Alternative Email: help@nexelplatforms.com
• Data Protection Email: privacy@pawgloo.com
• Safety Concerns Email: safety@pawgloo.com
• Address: Plot 151, Sector 2, Kurukshetra, Haryana 136118

Complaint acknowledgment occurs within 24 hours; resolution targets 15 days of receipt, per applicable law.

18. General Provisions

If any provision of this Agreement is held invalid or unenforceable, the remaining provisions continue in full force, and the invalid provision will be replaced with one that most closely achieves its intent within the bounds of law.

This Agreement, together with the Privacy Policy, Cancellation & Refund Policy, and Acceptable Use & Anti-Circumvention Policy, is the entire agreement between a user and Pawgloo regarding the platform.

Pawgloo may assign this Agreement in connection with a merger, acquisition, or sale of assets; users may not assign their rights under this Agreement without Pawgloo's consent.

Contact Us

Legal Inquiries:

• Email: legal@pawgloo.com
• Address: NEXEL PLATFORMS PRIVATE LIMITED, Plot 151, Sector 2, Kurukshetra, Haryana 136118