# Deactivate or close your account (/docs/account/deactivate-or-close-account)
**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)
***
## Deactivate or close your account [#deactivate-or-close-your-account]
If you need a break from Pawgloo or want to start fresh, you have two options: deactivating your account temporarily or closing it permanently.
## Deactivating vs. Closing [#deactivating-vs-closing]
It's important to understand what happens to your pet's data in both scenarios.
| Feature | Deactivate (Temporary) | Close (Permanent) |
| :--------------------- | :------------------------- | :---------------------- |
| **Profile Visibility** | Hidden from the community. | Permanently removed. |
| **Your Data** | Saved for your return. | Deleted within 30 days. |
| **Pet Records** | Safely stored. | Irretrievably lost. |
| **Username** | Reserved for you. | Released for others. |
| **How to Restore** | Just log back in. | Cannot be undone. |
***
## Deactivate your account [#deactivate-your-account]
Deactivating is the best option if you just want to hide your pet's "Pawprints" and profile for a while. You can come back and pick up right where you left off at any time.
1. Open the **Pawgloo App**.
2. Tap on your **Profile** in the bottom right.
3. Tap the **Settings** (gear icon).
4. Select **Account Management**.
5. Tap **Deactivate Account**.
6. Confirm your choice.
When your account is deactivated, your profile and your pets' profiles will
not be visible to other pet parents. Your data remains safe on our secure
servers.
***
## Close your account [#close-your-account]
Closing your account is permanent. Once the process is complete, all your photos, medical logs, and friend history will be purged.
1. Follow steps 1-4 above to reach **Account Management**.
2. Tap **Close Account**.
3. Tell us why you're leaving (optional, but helps us improve!).
4. Tap **Permanently Close Account**.
5. You'll receive a confirmation email.
**Warning:** Closing your account is final. If you change your mind, you have
**14 days** to log back in and cancel the request. After that, your account is
closed and your personal data is permanently deleted within **30 days** (some
financial and KYC records are retained longer where the law requires — see our
[Privacy Policy](/docs/policy/user/privacy-policy)).
## Still need help? [#still-need-help]
If you're having trouble with your account, please [reach out to our support team](mailto:support@pawgloo.com) before taking these steps. We'd love to help you stay in the family!
# Managing your profile (/docs/account/profile)
# Managing your profile [#managing-your-profile]
Go to settings...
# How to Book a Dog Walker on Pawgloo (/docs/dog-walkers/how-to-book-a-dog-walker)
# How to Book a Dog Walker on Pawgloo [#how-to-book-a-dog-walker-on-pawgloo]
> **Coming soon.** Dog walker bookings are launching shortly. This guide explains how the feature will work once it's available.
## How it will work [#how-it-will-work]
### Step 1 — Open Dog Walkers [#step-1--open-dog-walkers]
Tap **Walkers** in the Pawgloo navigation to browse available walkers near your location.
### Step 2 — Filter by your needs [#step-2--filter-by-your-needs]
Filter walkers by:
* **Distance** — walkers within your preferred travel range
* **Availability** — your preferred schedule (morning, afternoon, evening)
* **Walk type** — solo walk (your dog only) or group walk
* **Experience with your breed**
### Step 3 — Review walker profiles [#step-3--review-walker-profiles]
Each walker profile shows:
* Identity verification status
* Previous walking experience and pet handling background
* Verified reviews from other Pawgloo users
* Photos and a bio
* GPS tracking availability
### Step 4 — Book and pay [#step-4--book-and-pay]
Confirm a one-time or recurring booking. Payment is processed in-app after each walk.
### Step 5 — Track your walk in real-time [#step-5--track-your-walk-in-real-time]
Once the walk starts, you'll see the walker's GPS route live in the app. You'll receive a summary with the route, duration, and a photo when they're done.
## What to expect from a Pawgloo walker [#what-to-expect-from-a-pawgloo-walker]
All walkers listed on Pawgloo are verified by the platform before their first booking. Verification includes identity check and background review.
## Can I set a regular walking schedule? [#can-i-set-a-regular-walking-schedule]
Yes — once launched, you'll be able to set up recurring daily or weekly walks with the same walker, and manage everything from the app.
## Get notified when it launches [#get-notified-when-it-launches]
Download Pawgloo now and you'll be notified the moment dog walker bookings go live in your city.
# How to Create Your Pawgloo Account (/docs/getting-started/create-your-account)
# How to Create Your Pawgloo Account [#how-to-create-your-pawgloo-account]
Creating a Pawgloo account takes under two minutes. Here's exactly what to do.
## Step 1 — Download the app [#step-1--download-the-app]
Download **Pawgloo** from the Google Play Store. iOS is coming soon.
## Step 2 — Sign up [#step-2--sign-up]
Open the app and tap **Get Started**. You can sign up with:
* Your mobile number (OTP verification)
* Google account
* Email address
## Step 3 — Verify your number [#step-3--verify-your-number]
If you signed up with a mobile number, enter the 6-digit OTP sent to your phone. The OTP is valid for 5 minutes.
## Step 4 — Add your details [#step-4--add-your-details]
Fill in your name and location. Pawgloo uses your location to surface nearby play dates, walkers, and hosts — it is never shared publicly.
## Step 5 — Add your pet [#step-5--add-your-pet]
Tap **Add Pet** and fill in:
* Pet name
* Species (dog or cat)
* Breed
* Age
* Weight
* Vaccination status
A complete pet profile helps the AI matching engine find the most compatible playmates for your dog or cat.
## What's next? [#whats-next]
Once your account is set up:
* [Set up your pet's full profile](/docs/getting-started/set-up-pet-profile)
* [Find your first play date](/docs/play-dates/how-to-find-a-play-date)
* [Book a tele-vet consultation](/docs/tele-vet/how-tele-vet-works)
# Setting Up Your Pet's Profile (/docs/getting-started/set-up-pet-profile)
# Setting Up Your Pet's Profile [#setting-up-your-pets-profile]
Your pet's profile is the centre of everything on Pawgloo. The more complete it is, the better your AI play date matches, the smoother your tele-vet consultations, and the more confident Petbnb hosts feel about accepting your pet.
## Required fields [#required-fields]
| Field | Why it matters |
| ----------- | --------------------------------------------------- |
| Name | Shown to potential playmates and service providers |
| Species | Dog or cat |
| Breed | Used for AI compatibility scoring |
| Age | Matching algorithm accounts for energy level by age |
| Weight/size | Size compatibility is critical for safe play |
| Sex | Relevant for some compatibility preferences |
## Recommended fields [#recommended-fields]
| Field | Why it matters |
| ------------------ | -------------------------------------------- |
| Vaccination status | Required before attending play dates |
| Neutered / spayed | Part of compatibility scoring |
| Temperament | Helps the AI flag incompatible matches |
| Health notes | Shared with tele-vets and Petbnb hosts |
| Profile photo | Increases play date request acceptance by 3x |
## How to add vaccinations [#how-to-add-vaccinations]
Go to your pet's profile → **Health** → **Vaccinations**. Tap **Add Vaccine** and enter:
* Vaccine name (e.g. DHPP, Rabies, Bordetella)
* Date administered
* Next due date (optional)
Vaccination records are shared with your vet during tele-vet consultations and with Petbnb hosts when you book a stay.
## Adding a second pet [#adding-a-second-pet]
You can add multiple pets to one Pawgloo account. Tap the **+** icon on the Pets tab and repeat the setup.
## What's next? [#whats-next]
* [How to find a play date](/docs/play-dates/how-to-find-a-play-date)
* [How tele-vet works](/docs/tele-vet/how-tele-vet-works)
# Welcome to Pawgloo (/docs/getting-started/welcome)
# Welcome to Pawgloo [#welcome-to-pawgloo]
Welcome to the family!
# How to Book a Pet Grooming Session (/docs/grooming/how-to-book-grooming)
# How to Book a Pet Grooming Session [#how-to-book-a-pet-grooming-session]
> **Coming soon.** Pet stylist bookings are launching shortly. This guide explains how the feature will work.
## How it will work [#how-it-will-work]
### Step 1 — Open Grooming [#step-1--open-grooming]
Tap **Grooming** in the Pawgloo navigation to browse pet stylists and grooming salons near you.
### Step 2 — Filter by your pet's needs [#step-2--filter-by-your-pets-needs]
Filter by:
* **Service type** — bath and dry, full groom, breed-specific cut, nail trim only, ear cleaning
* **Pet type** — dog or cat
* **Breed experience** — some stylists specialise in specific coats (double-coated breeds, doodles, curly coats)
* **At-home vs. salon** — some stylists travel to you
### Step 3 — Review stylist profiles [#step-3--review-stylist-profiles]
Each profile shows:
* Verification status
* Photos of their previous work (with permission from pet parents)
* Breed specialisations
* Verified reviews
* Pricing by service type
### Step 4 — Book a slot [#step-4--book-a-slot]
Select your preferred date, time, and service. For first-time bookings, the stylist may ask about your pet's coat condition and temperament to prepare.
### Step 5 — Confirm and pay [#step-5--confirm-and-pay]
Payment is processed in-app after the session is completed.
## Tips for a smooth grooming session [#tips-for-a-smooth-grooming-session]
* Brush your pet 1–2 days before the appointment to remove large mats (heavily matted coats may require a dematting fee)
* Tell the stylist about any sensitive areas — some pets dislike nail trimming or ear cleaning
* For anxious pets, book a short introductory session (bath only) before a full groom
## What does a full groom include? [#what-does-a-full-groom-include]
A standard full groom typically covers:
* Bath with breed-appropriate shampoo
* Blow-dry and brush-out
* Breed-specific or scissor trim
* Ear cleaning
* Nail trimming
* Paw pad care
Inclusions vary by stylist — confirm before booking.
## Register as a pet stylist or salon [#register-as-a-pet-stylist-or-salon]
Service providers can list grooming services through the **Pawgloo Partners** app. See [Platform Charges](/docs/policy/partner/platform-charges) for commission details.
# How to Become a Petbnb Host (/docs/petbnb/become-a-petbnb-host)
# How to Become a Petbnb Host [#how-to-become-a-petbnb-host]
If you love pets and have space at home, you can register as a Petbnb host through the **Pawgloo Partners** app.
## Requirements [#requirements]
Before applying, make sure you meet the basics:
* You have a stable home environment where a pet can stay comfortably
* You can provide outdoor access (a garden, terrace, or easy access to a park) for dogs
* You are available for the duration of the stay — Petbnb is not intended for hosts who will leave pets unattended for extended periods
* You have no conditions in your rental agreement that prohibit pets
## How to register [#how-to-register]
### Step 1 — Download Pawgloo Partners [#step-1--download-pawgloo-partners]
Download the **Pawgloo Partners** app from the Google Play Store (iOS coming soon).
### Step 2 — Create a host profile [#step-2--create-a-host-profile]
Fill in:
* Your name and location
* A bio describing your experience with pets
* Photos of your home and outdoor space
* Pet types and sizes you're comfortable hosting
* Your availability calendar
### Step 3 — Complete verification [#step-3--complete-verification]
Pawgloo's team reviews your application, confirms your identity, and may request photos of the spaces where pets will sleep, eat, and play. This typically takes 3–5 business days.
### Step 4 — Go live [#step-4--go-live]
Once verified, your listing goes live in the Pawgloo app. Pet parents in your area can browse your profile and send booking requests.
## What Pawgloo provides [#what-pawgloo-provides]
* Booking and payment processing
* Access to pet health and vaccination records before each stay
* Verified reviews after each stay
* In-app messaging with pet parents
* Support from the Pawgloo team if anything goes wrong during a stay
## Platform charges [#platform-charges]
For information on Pawgloo's commission structure, see the [Platform Charges policy](/docs/policy/partner/platform-charges).
# How to Book a Petbnb Stay (/docs/petbnb/how-to-book-a-petbnb)
# How to Book a Petbnb Stay [#how-to-book-a-petbnb-stay]
Booking a Petbnb stay through Pawgloo takes a few minutes. Here's the complete process.
## Step 1 — Open Petbnb in the app [#step-1--open-petbnb-in-the-app]
Tap the **Petbnb** tab in the Pawgloo navigation. You'll see a list of available hosts near your location or near your destination city.
## Step 2 — Filter by your needs [#step-2--filter-by-your-needs]
Use filters to narrow results:
* **Pet type** — dogs, cats, or both
* **Size accepted** — small, medium, large
* **Availability** — enter your travel dates
* **Distance** — sorted by proximity by default
## Step 3 — Review host profiles [#step-3--review-host-profiles]
Tap a host card to see:
* Profile bio and their own pets
* Photos of their home and outdoor space
* Accepted pet types and size limits
* Verified reviews from previous guests
* Response time indicator
Read the reviews carefully. Look for mentions of pets similar to yours.
## Step 4 — Chat with the host [#step-4--chat-with-the-host]
Before booking, tap **Message** to introduce your pet, share your travel dates, and ask any questions you have — their daily routine, other guests during your stay, experience with your breed.
Most hosts respond within a few hours.
## Step 5 — Confirm and pay [#step-5--confirm-and-pay]
Once you're comfortable, tap **Request Booking**. Enter:
* Your travel dates (check-in and check-out)
* Which pet(s) are staying
* Any special instructions (feeding schedule, medications, walking preferences)
Payment is processed securely in-app after the host accepts.
## Step 6 — Your pet's profile is shared [#step-6--your-pets-profile-is-shared]
When the host accepts, they receive your pet's:
* Vaccination status
* Health notes
* Emergency contact details
* Feeding and routine information
## What to bring on drop-off day [#what-to-bring-on-drop-off-day]
* Your pet's food (enough for the full stay plus extra)
* A familiar blanket or toy to reduce settling-in anxiety
* Written emergency vet contact details
* Any medications with clear dosage instructions
## Cancellation and changes [#cancellation-and-changes]
See the [refund and cancellation policy](/docs/policy/user/refund-cancellation-policy) for details on cancellation windows and refund eligibility.
# What is Petbnb? (/docs/petbnb/what-is-petbnb)
# What is Petbnb? [#what-is-petbnb]
**Petbnb** is Pawgloo's home-boarding feature. It connects pet parents who need care for their pets while travelling with verified local hosts who open their homes to pets.
Instead of a kennel — where pets are housed in cages in a commercial facility — a Petbnb host looks after your pet in their own home, giving your dog or cat a real home environment with personal attention.
## How Petbnb works [#how-petbnb-works]
**For pet parents:**
1. Browse verified host profiles in the Pawgloo app
2. Check reviews, photos, and host experience with your pet type
3. Chat with the host before booking
4. Confirm dates and payment in-app
5. Your pet's vaccination records and health notes are shared with the host automatically
**For hosts:**
1. Register through the Pawgloo Partners app
2. Complete Pawgloo's verification process (identity check + home review)
3. List your availability and accepted pet types
4. Receive booking requests from pet parents
## Who are Petbnb hosts? [#who-are-petbnb-hosts]
Petbnb hosts are pet lovers — often pet owners themselves — who have space, time, and the desire to care for other people's pets while they travel. Every host must pass Pawgloo's verification process before their listing goes live.
## What Petbnb is not [#what-petbnb-is-not]
Petbnb is not a kennel, a pet hotel, or a day care facility. It is a home-boarding arrangement between verified individuals. Pawgloo provides the platform, verification, payments, and reviews — but the care itself happens in a private home.
## Is Petbnb available near me? [#is-petbnb-available-near-me]
Petbnb is in early launch phase and expanding city by city. Open the Pawgloo app and search for hosts to see current availability in your area.
## What's next? [#whats-next]
* [How to book a Petbnb stay](/docs/petbnb/how-to-book-a-petbnb)
* [Become a Petbnb host](/docs/petbnb/become-a-petbnb-host)
# How AI Play Date Matching Works (/docs/play-dates/how-ai-matching-works)
# How AI Play Date Matching Works [#how-ai-play-date-matching-works]
Pawgloo's AI compatibility engine scores every potential pet pairing before surfacing it as a match. Here's what goes into that score.
## What the AI evaluates [#what-the-ai-evaluates]
### Breed compatibility [#breed-compatibility]
Certain breed combinations are statistically more prone to conflict — large guarding breeds with small prey-driven dogs, for example. The AI accounts for these tendencies without excluding any breed outright.
### Size and weight [#size-and-weight]
A 5 kg Shih Tzu and a 40 kg Labrador can play together safely under supervision, but the AI factors in the risk difference and scores accordingly. Similar-sized matches score higher by default.
### Temperament [#temperament]
Owners describe their pet's temperament during profile setup — playful, calm, shy, dominant, nervous. The AI avoids pairing pets with strongly conflicting temperament profiles.
### Vaccination status [#vaccination-status]
Only pets with current core vaccinations appear in match results by default. Vaccination status is self-reported and flagged visually on each card.
### Play energy level [#play-energy-level]
Age is a strong proxy for play energy. A 2-year-old Beagle and a 10-year-old Labrador may not be ideal playmates. The AI weights energy compatibility.
### Distance [#distance]
Matches are sorted by proximity first, then by score. A 95-score match 20 km away may rank below an 88-score match 1 km away.
## What the score means [#what-the-score-means]
| Score range | Meaning |
| ----------- | --------------------------------------------------------- |
| 85–100 | Excellent match — highly compatible on all dimensions |
| 70–84 | Good match — minor differences that owners can manage |
| 55–69 | Moderate match — some incompatibility; extra care advised |
| Below 55 | Not shown — too high a risk of mismatch |
## What AI matching does not replace [#what-ai-matching-does-not-replace]
The AI score helps you make a better-informed decision. It does not guarantee that two pets will get along. Always:
* Read the other pet's full profile and temperament notes
* Start with a neutral-territory meetup
* Keep both pets on lead for the first 5–10 minutes
* End the session if either pet shows persistent stress signals
See [play date safety tips](/docs/play-dates/play-date-safety-tips) for a full guide on introductions.
# How to Find a Play Date for Your Pet (/docs/play-dates/how-to-find-a-play-date)
# How to Find a Play Date for Your Pet [#how-to-find-a-play-date-for-your-pet]
Pawgloo's AI matching engine surfaces the most compatible pets near you based on breed, size, temperament, vaccination status, and play style. Here's how to use it.
## Before you start [#before-you-start]
Make sure your pet's profile is complete — especially breed, size, temperament, and vaccination status. The AI uses all of these fields to calculate compatibility scores. An incomplete profile will show fewer, less accurate matches.
## Step 1 — Open Play Dates [#step-1--open-play-dates]
Tap the **Play Dates** tab in the bottom navigation.
## Step 2 — Browse your matches [#step-2--browse-your-matches]
The app shows a list of nearby pets ranked by compatibility score. Each card shows:
* Pet name, breed, and age
* Distance from your location
* Compatibility score (out of 100)
* Whether vaccinations are up to date
## Step 3 — View a pet's profile [#step-3--view-a-pets-profile]
Tap any card to see the full profile — temperament notes, health info, and photos. You can also see the owner's response rate.
## Step 4 — Send a request [#step-4--send-a-request]
Tap **Request Play Date** and choose:
* Proposed date and time
* Location (your place, their place, or a neutral spot like a park)
* A short note (optional but increases acceptance rate)
## Step 5 — Wait for acceptance [#step-5--wait-for-acceptance]
The other pet parent receives a notification and can accept, decline, or propose a different time. You'll be notified as soon as they respond.
## Tips for better matches [#tips-for-better-matches]
* Set your pet's availability in their profile to only see active matches
* Add a photo — profiles with photos get accepted 3x more often
* Keep your pet's vaccination records current; outdated vaccinations reduce your match score
## What's next? [#whats-next]
* [Play date safety tips](/docs/play-dates/play-date-safety-tips)
* [How AI matching works](/docs/play-dates/how-ai-matching-works)
# Play Date Safety Tips (/docs/play-dates/play-date-safety-tips)
# Play Date Safety Tips [#play-date-safety-tips]
Even high-scoring AI matches can have a rocky first meeting if the introduction isn't managed well. Follow these steps for a safe, positive experience.
## Before the play date [#before-the-play-date]
* **Confirm vaccinations** — Both pets should be current on core vaccines. Check the other pet's profile before confirming the meetup.
* **Choose neutral ground** — A park or open outdoor space is better than either pet's home for a first meeting. Neither pet will feel territorial.
* **Agree on a time limit** — 30–45 minutes is enough for a first meetup. Overstimulation causes incidents.
* **Bring water and waste bags** — Basic courtesy and safety.
## The first 5 minutes [#the-first-5-minutes]
The initial introduction sets the tone for the entire session.
1. Keep both dogs on lead and approach each other from a slight angle — not head-on.
2. Allow them to sniff briefly (5–10 seconds), then walk parallel.
3. Watch for relaxed body language: loose posture, wagging tail, soft eyes.
4. Watch for tension signals: stiff body, raised hackles, hard stare, low growl.
If you see tension, calmly increase distance. Do not panic or yank the lead sharply — this escalates stress.
## Green lights — safe to proceed [#green-lights--safe-to-proceed]
* Loose, wiggly body posture
* Play bow (front legs down, rear up)
* Taking turns chasing
* Brief sniffing followed by disengagement
## Red flags — intervene or end the session [#red-flags--intervene-or-end-the-session]
* Hard staring with a stiff body
* Mounting with a tense posture
* Repeated pinning or body-blocking
* Persistent growling or snapping
* Either pet trying to leave repeatedly
Do not wait to see if it resolves. Calmly separate, give both pets a rest, and if tension persists, end the session.
## After the play date [#after-the-play-date]
* Rate the experience in the Pawgloo app — this improves future matches for you and other users.
* If the play date went well, you can save the other pet as a **Favourite** for easier re-booking.
* If there was conflict, report it through the app so the matching system can account for the incompatibility.
## Cats specifically [#cats-specifically]
Cat-to-cat meetings should always start through a barrier (a door or baby gate) and progress slowly over 2–3 meetings before allowing direct contact. Cats show stress more subtly — flattened ears, tucked tail, and dilated pupils are signs to end the session.
# How Tele-Vet Works on Pawgloo (/docs/tele-vet/how-tele-vet-works)
# How Tele-Vet Works on Pawgloo [#how-tele-vet-works-on-pawgloo]
Pawgloo's tele-vet feature connects you with qualified veterinarians via video or chat — without a waiting room, without driving across town, and without the stress of clinic visits for your pet.
## How to start a tele-vet consultation [#how-to-start-a-tele-vet-consultation]
### Step 1 — Open Tele-Vet [#step-1--open-tele-vet]
Tap the **Tele-Vet** tab in the bottom navigation.
### Step 2 — Select your pet [#step-2--select-your-pet]
Choose which pet the consultation is for. The vet can see your pet's profile — breed, age, weight, vaccination records, and any health notes you've added.
### Step 3 — Choose a vet [#step-3--choose-a-vet]
Browse available vets by specialty, language, and rating. Tap a vet to see their qualifications and availability.
### Step 4 — Start the consultation [#step-4--start-the-consultation]
Tap **Start Consultation** to connect immediately (if the vet is available) or schedule a time slot.
Consultations happen via:
* **Video call** — recommended for visible symptoms, injuries, and behavioural questions
* **Chat** — for quick questions, prescription follow-ups, and general advice
### Step 5 — Share your concern [#step-5--share-your-concern]
Describe what you're observing. You can share:
* Photos or short videos (taken within the app or uploaded from your gallery)
* A description of onset, frequency, and any recent changes in diet or environment
### Step 6 — Get advice or a referral [#step-6--get-advice-or-a-referral]
The vet will assess the situation and provide:
* Immediate advice and home care instructions
* A prescription (where applicable under Indian telemedicine regulations)
* A referral to an in-clinic vet if the situation requires physical examination or diagnostics
## What tele-vet can and cannot do [#what-tele-vet-can-and-cannot-do]
**Can do:**
* Assess non-emergency symptoms (skin, digestion, behaviour, minor injuries)
* Answer medication and dosage questions
* Review test results and explain diagnoses from a previous in-clinic visit
* Provide second opinions
* Issue prescriptions for certain conditions (subject to vet's assessment)
**Cannot do:**
* Physically examine your pet
* Order lab tests or imaging directly
* Handle emergencies — if your pet is in distress, go to the nearest emergency clinic immediately
## Consultation fees [#consultation-fees]
Fees vary by vet and consultation type. You'll see the rate before confirming. Payment is processed securely in-app after the consultation.
## What's next? [#whats-next]
* [When to use tele-vet vs. visiting a clinic](/docs/tele-vet/tele-vet-vs-clinic)
* [How to prepare for a tele-vet consultation](/docs/tele-vet/preparing-for-tele-vet)
# How to Prepare for a Tele-Vet Consultation (/docs/tele-vet/preparing-for-tele-vet)
# How to Prepare for a Tele-Vet Consultation [#how-to-prepare-for-a-tele-vet-consultation]
A well-prepared tele-vet consultation gives the vet enough information to make a proper assessment — and gets you actionable advice faster.
## Before you connect [#before-you-connect]
### Update your pet's profile [#update-your-pets-profile]
Make sure the following are current in your pet's profile:
* Weight (vets use this for dosage calculations)
* Vaccination records
* Any existing conditions or ongoing medications
### Write down your observations [#write-down-your-observations]
Vets rely on your observations when they can't physically examine your pet. Before the call, note:
* **When did it start?** (hours ago, days ago, this morning)
* **Is it getting worse, better, or staying the same?**
* **Frequency** — is the symptom constant or intermittent?
* **Any recent changes?** — new food, new environment, outdoor exposure, contact with another animal
* **What you've tried** — any home remedies or medications already given
### Prepare short videos or photos [#prepare-short-videos-or-photos]
For skin conditions, unusual postures, limping, or behavioural symptoms, a short 20–30 second video is far more useful than a verbal description. Record it in good lighting before the call.
### Have the following ready [#have-the-following-ready]
* Your pet's vaccination card or records (if the vet asks)
* Any existing prescription labels (if this is a follow-up on medication)
* The name of any food your pet has recently eaten
## During the consultation [#during-the-consultation]
* **Use video call** where possible — vets can observe your pet's movement, breathing, and posture
* **Hold your pet calmly** — if they're in your lap or on a surface the vet can see clearly, the assessment is better
* **Ask your question directly and early** — "My dog has been limping on her left front leg since yesterday morning" is better than a long preamble
* Take notes on the vet's advice or ask for a written summary via chat
## After the consultation [#after-the-consultation]
* Follow the vet's advice for the specified duration before deciding the treatment isn't working
* If the vet prescribed a clinic visit and the symptom worsens before your appointment, seek emergency care
* Rate your vet after the consultation — this helps other pet parents find the right vet
# Tele-Vet vs. Clinic Visit — When to Use Which (/docs/tele-vet/tele-vet-vs-clinic)
# Tele-Vet vs. Clinic Visit — When to Use Which [#tele-vet-vs-clinic-visit--when-to-use-which]
Not every pet concern needs a clinic visit. Tele-vet is the right call for many common situations — and knowing which to choose saves time and reduces stress for both you and your pet.
## Use tele-vet when [#use-tele-vet-when]
* Your pet has a minor skin issue, rash, or irritation you'd like assessed before a clinic visit
* You have a follow-up question after a recent in-clinic diagnosis
* Your pet's eating habits, sleep, or behaviour have changed but there's no obvious pain
* You need clarification on a medication dosage
* You want a second opinion on a diagnosis
* Your pet is anxious about clinic environments (white coat syndrome is real in dogs and cats)
* It's outside clinic hours and the concern is non-urgent
## Go to a clinic immediately when [#go-to-a-clinic-immediately-when]
* Your pet is struggling to breathe
* Your pet has collapsed, is unresponsive, or is having seizures
* Your pet has been in an accident or has visible trauma/injury
* Your pet cannot urinate (especially male cats — this is a life-threatening emergency)
* Your pet has ingested a known toxin (human medications, certain plants, rat poison)
* Your pet is bleeding severely and cannot be controlled with pressure
* Your pet is in clear, persistent pain — crying out, unable to stand, or trembling
**When in doubt, err towards the clinic.** A tele-vet can help you decide in under 5 minutes if you're unsure.
## Decision table [#decision-table]
| Situation | Tele-Vet | Clinic |
| ---------------------------------- | :------: | :----: |
| Minor skin rash, licking a spot | ✅ | |
| Follow-up on existing diagnosis | ✅ | |
| Mild digestive upset (1-2 days) | ✅ | |
| Vaccination question | ✅ | |
| Behaviour change (past 1-2 weeks) | ✅ | |
| Moderate digestive upset (3+ days) | | ✅ |
| Breathing difficulty | | ✅ |
| Collapse / seizure | | ✅ |
| Trauma or injury | | ✅ |
| Unable to urinate | | ✅ |
| Known toxin ingestion | | ✅ |
| Severe pain | | ✅ |
## What's next? [#whats-next]
* [How to start a tele-vet consultation](/docs/tele-vet/how-tele-vet-works)
* [How to prepare for your consultation](/docs/tele-vet/preparing-for-tele-vet)
# Partner Terms & Conditions (/docs/policy/partner/partner-terms)
## **Terms & Conditions: Pawgloo-Partners (Service Application)** [#terms--conditions-pawgloo-partners-service-application]
**Effective Date:** 2026-05-04\
**Jurisdiction:** Republic of India\
**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)
**Pawgloo** and **Pawgloo-Partners** are brands owned and operated by **NEXEL PLATFORMS PRIVATE LIMITED** ("the Company"). References to "Pawgloo," "the Company," "we," "us," or "our" in this document refer to NEXEL PLATFORMS PRIVATE LIMITED.
### **1. Legal Relationship: Independent Contractor Status** [#1-legal-relationship-independent-contractor-status]
By completing the registration process, completing Know Your Customer (KYC) verification, and utilizing the Pawgloo-Partners application (the "Application"), the registering party (the "Partner") expressly acknowledges and agrees that their engagement with Pawgloo is strictly and exclusively that of an Independent Contractor operating on a principal-to-principal basis.
* **No Employment Relationship:** The Partner is not, and shall under no circumstances be deemed to be, an employee, agent, joint venturer, legal representative, or franchisee of Pawgloo. The provisions of the Industrial Disputes Act, 1947, and related Indian labor legislations shall not apply.
* **Waiver of Statutory Benefits:** The Partner operates at their own risk and expense and is not entitled to any employment benefits, including but not limited to Employees' Provident Fund (EPF) contributions, Employees' State Insurance (ESIC), gratuity, health insurance, paid leave, or workmen’s compensation.
* **Operational Autonomy:** The Partner retains complete, unfettered autonomy to accept, reject, or ignore service requests ("Slots") broadcasted through the Application. Pawgloo exercises no control over the Partner's working hours, which are dictated exclusively by the Partner’s dynamically managed availability settings within the Application.
### **2. Financial Stipulations, Payout Mechanics, and Tax Compliance** [#2-financial-stipulations-payout-mechanics-and-tax-compliance]
Pawgloo facilitates payments via a double-entry financial ledger system and utilizes an RBI-authorized Payment Aggregator (Cashfree Payouts) to route the Partner's earned compensation ("Earnings") through a compliant Nodal Account.
* **Platform Fees & Commissions:** In consideration for lead generation, use of the Application, digital infrastructure (AWS, GetStream), and payment processing, Pawgloo shall deduct a pre-determined Platform Fee/Commission from the gross value of every successfully completed and verified transaction.
* **Statutory Tax Deductions (TDS & GST):** Operating as an Electronic Commerce Operator (ECO) under Indian law, Pawgloo is statutorily mandated to comply with the Income Tax Act, 1961.
* **TDS (Section 194-O):** Pawgloo will deduct Tax Deducted at Source (TDS) at the applicable rate (currently 1% with a valid PAN, or 5% without) prior to the disbursement of any Earnings.
* **GST Compliance:** The Partner is solely responsible for determining their GST liabilities. If applicable, the Partner must upload a valid Goods and Services Tax Identification Number (GSTIN).
* **Payout Schedule & Limitations:** Earnings are calculated automatically based on verified backend service data, including consultation session duration logs and booking completion records. Payouts are routed to the Partner’s verified bank account or UPI ID. Pawgloo expressly disclaims all liability for payout delays or failures resulting from:
* Incorrect or mismatched Indian Financial System Code (IFSC) or account details.
* Invalid or suspended Unified Payments Interface Virtual Payment Addresses (UPI VPAs).
* Core banking system downtimes, mandated bank holidays, or third-party API failures.
### **3. Non-Circumvention, Acceptable Use, and Telemetry Consent** [#3-non-circumvention-acceptable-use-and-telemetry-consent]
Pawgloo expends substantial capital on Customer Acquisition Cost (CAC) and platform security. Consequently, a strict, zero-tolerance Anti-Circumvention policy is enforced.
* **Zero-Tolerance Poaching:** The Partner is strictly prohibited from soliciting Pawgloo Users to book services "off-platform," or from accepting direct cash, direct UPI, or alternative private remuneration for services initially discovered, arranged, or brokered via the platform.
* **Explicit Consent to Telemetry & Monitoring:** To enforce platform integrity and user safety, the Partner hereby provides explicit, informed consent for Pawgloo to log, record, and algorithmically monitor all in-app communications (chat, audio, and video) routed through our GetStream infrastructure, as well as necessary geospatial (GPS) data during active service slots.
* **Breach & Liquidated Damages:** Any confirmed violation of this clause constitutes a material breach of contract, resulting in:
* Immediate and permanent deactivation of the Partner's Application access.
* **Forfeiture of Funds:** Pursuant to Section 74 of the Indian Contract Act, 1872, the Partner agrees that any unpaid funds held in their virtual ledger at the time of the breach shall be permanently forfeited to Pawgloo as reasonable, pre-determined liquidated damages to offset stolen platform fees and breach of trust.
* The reservation of Pawgloo's right to initiate civil litigation for tortious interference and breach of contract.
### **4. Indemnification and Professional Liability** [#4-indemnification-and-professional-liability]
The Partner hereby agrees to indemnify, defend, and hold harmless Pawgloo, its directors, officers, agents, and cloud infrastructure providers from any claims, damages, liabilities, or legal actions (including legal fees) arising from the Partner's provision of services.
* **For Pet Walkers, Sitters, and Groomers:** The Partner assumes full and exclusive personal liability for any loss, theft, escape, physical injury, or fatality of a pet that occurs while the pet is under the Partner's direct or indirect care (Bailment).
* **For Veterinarians (Tele-Vets):** The Partner assumes full, exclusive medical and legal liability for:
* Any professional malpractice, misdiagnosis, or negligent provision of veterinary advice.
* Strict adherence to the **Telemedicine Practice Guidelines** as issued by the Veterinary Council of India (VCI) or other prevailing statutory medical bodies.
### **5. Identity Verification and KYC Compliance** [#5-identity-verification-and-kyc-compliance]
The Partner's access to the Application is strictly contingent upon the successful, ongoing completion of Know Your Customer (KYC) protocols, aligning with anti-fraud and anti-money laundering (AML) best practices.
* **Document Processing:** The Partner explicitly consents to Pawgloo securely processing, tokenizing, and verifying personal and professional identification (e.g., Aadhaar, PAN, Veterinary Council Registration Certificates) via authorized third-party APIs (e.g., Cashfree Verification, DigiLocker).
* **Right of Suspension:** Pawgloo reserves the unilateral right to instantly freeze payouts and suspend the Partner's account if:
* Uploaded professional licenses or credentials expire or are revoked by the issuing authority.
* The Partner's bank account fails the mandatory "Penny Drop" name-matching verification.
* Any automated or manual audit indicates fraudulent information, identity mismatch, or unauthorized account sharing.
***
### **6. Grievance Redressal** [#6-grievance-redressal]
In accordance with the **Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021** and the **Digital Personal Data Protection Act, 2023**, NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo) has designated a Grievance Officer to address complaints from Partners regarding the Platform and handling of personal data.
* **Grievance Officer / Data Protection Officer:** Venu Gopal Singhal (Chief Executive Officer), NEXEL PLATFORMS PRIVATE LIMITED
* **Email:** [support@pawgloo.com](mailto:support@pawgloo.com) · [help@nexelplatforms.com](mailto:help@nexelplatforms.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. For payout or financial disputes, contact **[support@pawgloo.com](mailto:support@pawgloo.com)**. For data-protection grievances, write to **[privacy@pawgloo.com](mailto:privacy@pawgloo.com)**.
# Platform Charges & Payout Policy (/docs/policy/partner/platform-charges)
**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** [#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** [#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** [#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** [#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** [#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 of **₹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 non-refundable processing fee (deducted directly from the transfer amount) to offset the premium banking network charges levied by our payment aggregator. The applicable fee is disclosed within the Partner dashboard at the time of the Instant Payout request.
* **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** [#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.
***
### **7. Grievance Redressal** [#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](mailto:support@pawgloo.com) · [help@nexelplatforms.com](mailto:help@nexelplatforms.com)
* **Support (payout & billing queries):** [support@pawgloo.com](mailto: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.
# Privacy Policy (/docs/policy/partner/privacy-policy)
**Effective Date:** 2026-05-04
**Applies To:** Users of the Pawgloo-Partners Service Application ("Partners" or "Service Providers").
**The Bottom Line Up Front (BLUF):** At Pawgloo, we take your privacy seriously. We are compliant with the Digital Personal Data Protection (DPDP) Act, 2023. This policy explains what data we collect (professional profile, KYC, location), how we store it securely using enterprise-grade cloud providers, and your rights regarding your data, including details on sensitive data handling and retention.
***
## 1. Introduction and DPDP Act Compliance [#1-introduction-and-dpdp-act-compliance]
NEXEL PLATFORMS PRIVATE LIMITED, which operates the Pawgloo platform ("Company," "we," "us," or "our"), acts as a Data Fiduciary under the Digital Personal Data Protection (DPDP) Act, 2023. This policy comprehensively outlines the methodology by which we collect, store, process, and securely transfer your personal and professional data across our cloud infrastructure. By utilizing the Pawgloo-Partners application, you provide explicit, informed consent for the processing of your data as defined within this policy.
***
## 2. Data Collection and Flow Architecture [#2-data-collection-and-flow-architecture]
We operate a strictly segmented data architecture to ensure data minimization and purpose limitation. Data is routed and isolated securely:
* **Professional Profiles:** Your specialty, biography, and scheduling data are stored in a dedicated service-provider database to connect you with pet parents.
* **Verification Documents (KYC):** Sensitive identity documents (e.g., Aadhaar, PAN, Veterinary Licenses) are uploaded directly to encrypted, private cloud object storage. Access is restricted via strict Identity and Access Management (IAM) policies to authorized compliance personnel only.
* **Service Telemetry:** We record transactional metadata, including appointment timestamps and the duration of audio/video calls, to ensure auditable, accurate payout calculations.
* **Geospatial Data:** To connect you with geographically proximate service requests, we process your device's location. This data is utilized dynamically for matching and tracking active bookings (e.g., dog walks) but is expressly not archived to track historical movements outside of service slots.
***
## 3. Third-Party Data Processors (Sub-Processors) [#3-third-party-data-processors-sub-processors]
To operate the platform efficiently, we securely transmit limited data subsets to the following categories of enterprise-grade infrastructure partners:
* **Cloud Hosting & Infrastructure Providers:** Our primary backend databases and object storage are hosted on secure, localized cloud servers to ensure strict adherence to Indian data localization mandates.
* **Real-Time Communication Platforms:** For in-app chat and video consultations, we securely pass temporary tokens to our communication providers. We expressly do not record, store, or archive raw video streams of your consultations on our servers.
* **Notification & Messaging Services:** For transactional communications (e.g., booking confirmations, OTPs), your contact details and device tokens are transmitted securely to our notification infrastructure partners.
* **Regulated Payment Aggregators:** All financial transactions and payouts are processed via RBI-authorized payment gateways. We do not store your bank account numbers or UPI PINs on our primary databases.
***
## 4. Temporary Caching and System State Management [#4-temporary-caching-and-system-state-management]
To maintain application performance and prevent concurrent booking conflicts, we employ an in-memory caching layer.
* **Idempotency & Concurrency Locks:** When a booking is initiated or modified, a temporary reservation lock is generated in the cache. This lock contains minimal identifier data and automatically self-destructs after a short period.
* **Non-Persistence:** Our caching infrastructure is strictly utilized for transient state management and is never used for the persistent archiving of personally identifiable information (PII).
***
## 5. Data Retention and Deletion (The Right to be Forgotten) [#5-data-retention-and-deletion-the-right-to-be-forgotten]
We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy or as required by applicable Indian law.
* **Account Deletion:** Partners may request complete account deletion via the application settings. Upon verification, profile data in our primary databases and associated media in cloud storage will be permanently soft-deleted and subsequently hard-deleted within 30 days.
* **Regulatory Retention:** To comply with the Income Tax Act, 1961, and the Prevention of Money Laundering Act (PMLA), 2002, transactional records, ledger entries, and Partner KYC metadata may be securely archived in a restricted state for up to eight (8) years following account termination.
***
## 6. Data Security and Internal Access Controls [#6-data-security-and-internal-access-controls]
* **Encryption:** All data transmitted between your device and our backend APIs is secured using modern TLS/SSL protocols. Data at rest within our databases and cloud storage is encrypted utilizing industry-standard key management services.
* **Role-Based Access Control (RBAC):** We enforce the principle of least privilege. Customer support personnel can only view booking statuses and cannot access private chat histories or financial ledgers. Raw database access is restricted to authorized engineering personnel via secure, audited jump hosts.
***
## 7. User Rights and Grievance Redressal [#7-user-rights-and-grievance-redressal]
Under the DPDP Act, 2023, you possess the right to:
* **Access & Nominate:** Request a summary of your personal data and nominate an individual to exercise your rights in the event of incapacity.
* **Correction:** Rectify inaccurate or incomplete profile information directly within the application.
* **Grievance Redressal:** If you have concerns regarding our data practices, please contact our designated Data Protection Officer (DPO) at **[privacy@pawgloo.com](mailto:privacy@pawgloo.com)**. We are committed to resolving grievances promptly in accordance with statutory timelines.
***
## Sensitive User Data & Financial Privacy Policy [#sensitive-user-data--financial-privacy-policy]
This section details the handling of sensitive personal data and financial information.
### 1. Scope of Sensitive Personal Data or Information (SPDI) [#1-scope-of-sensitive-personal-data-or-information-spdi]
This policy strictly governs the collection, transmission, tokenization, and processing of "Sensitive Personal Data or Information" (SPDI), as defined under the **Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011**, read alongside the **Digital Personal Data Protection (DPDP) Act, 2023**.
Within the context of the Pawgloo-Partners ecosystem, SPDI specifically encompasses:
* **Financial Account Instruments:** Bank Account Numbers and associated IFSC Codes.
* **Payment Identifiers:** Unified Payments Interface (UPI) IDs (Virtual Payment Addresses / VPAs).
* **Government-Issued Identifiers (KYC):** Unique identification documents, including Aadhaar, Permanent Account Numbers (PAN), and statutory Veterinary/Professional Licenses.
### 2. Strict Non-Storage Policy (The "Air-Gap" Architecture) [#2-strict-non-storage-policy-the-air-gap-architecture]
Pawgloo operates on a foundational principle of financial data air-gapping and zero-knowledge architecture. We explicitly **do not** store, record, archive, or otherwise maintain raw, unencrypted sensitive financial data on any of our proprietary cloud servers, databases, or object storage environments.
To guarantee maximum security and ensure absolute compliance with regulations issued by the **Reserve Bank of India (RBI)**, data is transmitted dynamically via secure, end-to-end encrypted API tunnels directly to our RBI-authorized Payment Aggregator and Identity Verification partners.
### 3. Partner Application: Pay-Outs and Statutory KYC [#3-partner-application-pay-outs-and-statutory-kyc]
To facilitate the lawful disbursement of professional earnings and comply with the **Prevention of Money Laundering Act (PMLA), 2002**, Pawgloo is statutorily obligated to verify the Partner's identity and banking credentials.
**A. Beneficiary Creation & Mandatory Verification** When a Partner inputs their Bank Account or UPI ID, our Partner-backend acts solely as a secure conduit, transmitting the SPDI instantly to our Payment Aggregator to instantiate a "Beneficiary" profile. We utilize secure identity verification suites to execute a Penny Drop verification (remitting a nominal ₹1). The payment partner returns the verified bank name status, which our algorithms compare against the Partner's registered profile to substantiate ownership and mitigate financial fraud.
**B. Post-Verification Data Scrubbing** Upon the successful confirmation of verification, Pawgloo executes an automated routine to immediately and permanently scrub the raw account number and IFSC code from its memory caches. We retain only non-sensitive, operational routing identifiers:
* A system-generated, encrypted beneficiary reference issued by our payment aggregator.
* The binary verification status (verified / failed).
* Masked display strings (e.g., last 4 digits of the account number, partial IFSC) strictly for your recognition within the app dashboard.
**C. Archival of Government Identifiers** Government-issued identifiers (Aadhaar/PAN) required for statutory KYC and Section 194-O TDS compliance are subjected to advanced encryption protocols and stored in an isolated, access-restricted cloud storage environment. Access is governed by strict Identity and Access Management (IAM) policies, limited exclusively to the designated Grievance/Compliance Officer for the sole purposes of statutory auditing, tax reporting, and dispute resolution.
### 4. Third-Party Compliance and Explicit Consent [#4-third-party-compliance-and-explicit-consent]
Because our Payment Aggregator partners execute all sensitive financial processing, nodal account settlement, and identity validation on behalf of Pawgloo, their operations are governed by independent, RBI-audited security protocols.
* **Explicit Consent:** By submitting payout credentials through the Pawgloo-Partners application, you hereby acknowledge and provide explicit, affirmative consent for the secure transmission of your SPDI to our regulated payment partners.
* **Review of Partner Protocols:** Users are strongly advised to review the official security architecture and privacy practices of our regulated payment aggregators as linked during the onboarding process.
### 5. Security Incident Response Protocol (CERT-In Mandate) [#5-security-incident-response-protocol-cert-in-mandate]
While Pawgloo does not retain raw financial data, we maintain rigorous, tamper-evident logging of all API requests. In the unlikely event of a cybersecurity incident, unauthorized access, or data breach affecting our retained operational routing data, Pawgloo is bound by the following mandatory response protocol:
* **Reporting Mandate:** We will notify affected users and report the incident to the **Indian Computer Emergency Response Team (CERT-In)** within **six (6) hours** of identifying the anomaly, in strict adherence to the directives issued under subsection (6) of section 70B of the Information Technology Act, 2000.
***
## Data Retention & Deletion Policy [#data-retention--deletion-policy]
This section outlines Pawgloo’s data lifecycle management practices, including retention schedules and the right to data erasure.
### 1. Purpose and Statutory Alignment [#1-purpose-and-statutory-alignment]
This policy articulates the data lifecycle management practices of NEXEL PLATFORMS PRIVATE LIMITED. It defines the specific durations for which varying categories of personal and operational data are retained, our automated purging cycles, and the mechanisms through which users may exercise their right to data erasure (the "Right to be Forgotten") pursuant to the **Digital Personal Data Protection (DPDP) Act, 2023**.
### 2. Dynamic Data Retention Schedules [#2-dynamic-data-retention-schedules]
We adhere to the principle of data minimization. Data is retained strictly for the duration necessary to fulfill its operational purpose or to comply with statutory mandates:
* **Active Account Data:** Profile information, professional dossiers, and scheduling preferences are retained in our primary databases for the continuous duration of your active account status.
* **Media and Object Storage:** Profile pictures and uploaded chat attachments are retained while the account is active.
* **Ephemeral State Data (In-Memory Cache):** Transient operational data is strictly ephemeral and is permanently flushed from our caching layer within **10 minutes to 7 days**.
* **Customer Support & Grievance Logs:** Communications directed to our support or Trust & Safety teams are retained for a period of **two (2) years**.
### 3. Mandatory Legal Retention (The Immutable Ledger) [#3-mandatory-legal-retention-the-immutable-ledger]
To comply with stringent Indian financial and taxation frameworks, Pawgloo is legally prohibited from expunging data integral to financial reconciliation.
* **Financial Ledgers & Transactional Invoices:** All data recorded within our double-entry accounting architecture (including transaction records, ledger entries, and payout batches) must be retained for a mandatory minimum period of **eight (8) years**.
* **Cryptographic Anonymization:** Upon the successful execution of an account deletion request, the user's profile is "soft-deleted." However, the financial metadata linked to historical bookings, automated payouts, and TDS deductions remains preserved.
* **Partner KYC Archival:** Statutorily mandated identity verification logs (Aadhaar/PAN) and corresponding tax deduction histories are archived in an isolated, encrypted, and access-restricted vault for **eight (8) years** post-account termination.
### 4. Data Erasure Protocol (The Right to be Forgotten) [#4-data-erasure-protocol-the-right-to-be-forgotten]
Subject to the exceptions outlined in Section 5, users possess the statutory right to request the permanent erasure of their personal data.
**A. Initiation of the Erasure Request:**
1. Navigate to the **Settings** interface within the Pawgloo-Partners application.
2. Access **Account Security** > **Delete Account**.
3. Alternatively, a formal, verifiable data erasure mandate may be transmitted via email to **[privacy@pawgloo.com](mailto:privacy@pawgloo.com)**.
**B. The Erasure Execution Lifecycle:** Upon the authentication of a deletion request, and contingent upon the absence of pending financial settlements:
* **Immediate Action (0-7 Days):** The account is instantly deactivated, authentications are revoked, and you are immediately delisted from search indexing and partner directories.
* **Database Purge (30 Days):** Personally Identifiable Information (PII) is permanently scrubbed or irreversibly hashed from the primary operational databases. All associated media assets are subjected to a hard delete.
* **Ledger Preservation:** As articulated in Section 3, numeric transaction logs are preserved solely for statutory tax audits, fully decoupled from the user's identity.
### 5. Legal & Trust Holds (Exceptions to Erasure) [#5-legal--trust-holds-exceptions-to-erasure]
Pawgloo explicitly reserves the right to deny, suspend, or delay a data erasure request under the following circumstances:
* **Active Litigation or Disputes:** The existence of an unresolved dispute, active insurance claim, or pending litigation involving the account.
* **Financial Delinquency:** The account owes an outstanding refund or financial penalty to the platform or a counterparty.
* **Trust & Safety Violations:** If the account has been permanently suspended for severe breaches of the Terms of Service (e.g., violating the Anti-Circumvention Policy).
# Acceptable Use & Anti-Circumvention Policy (/docs/policy/user/acceptable-use-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** [#1-purpose-and-scope-as-a-digital-intermediary]
Pawgloo invests substantial capital in proprietary technology (AWS, GetStream, Cashfree 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.
### **2. The Anti-Circumvention Mandate (Zero Tolerance)** [#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.
### **3. Restrictive Covenant (Duration)** [#3-restrictive-covenant-duration]
The mutual obligation to process payments exclusively through Pawgloo's authorized gateway applies 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.
### **4. Enforcement, Telemetry, and Monitoring** [#4-enforcement-telemetry-and-monitoring]
To ensure community safety, verify service fulfillment, and strictly enforce this Policy, Pawgloo utilizes automated platform telemetry in accordance with our Privacy Policy and applicable Indian data protection regulations.
**By using the Pawgloo platform, you provide explicit, informed consent for the following monitoring activities:**
* **Automated Communication Audits:** Pawgloo’s communication infrastructure (powered by GetStream) deploys automated, algorithmic keyword filters. These systems are 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 monitoring applies to in-app chat, audio, and video sessions for both Consumers and Partners.
* **Geospatial & Behavioral Flagging:** Our backend infrastructure continuously monitors for suspicious behavioral anomalies. This includes 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.
### **5. Material Breach and Remedial Actions** [#5-material-breach-and-remedial-actions]
Violating the Anti-Circumvention Mandate constitutes a material breach of the Pawgloo Terms of Service. Upon detection of a violation, Pawgloo reserves the right to execute the following remedial actions immediately and without prior notice:
**For Consumers (Pet Parents):**
* Immediate, permanent suspension of the primary Pawgloo account and all associated pet profiles.
* Immediate forfeiture of any unused promotional credits, referral bonuses, or Wallet balances.
* Implementation of a permanent platform ban, enforced via device fingerprinting and mobile number blacklisting.
**For Partners (Service Providers):**
* Immediate, permanent deactivation of the Pawgloo-Partner profile and revocation of platform access.
* **Liquidated Damages & Forfeiture of Funds:** Pursuant to Section 74 of the Indian Contract Act, 1872, any unpaid funds currently held in the Partner's nodal/escrow ledger will be permanently forfeited to Pawgloo. Both parties agree that this forfeiture represents a genuine, reasonable pre-estimate of the damages incurred by Pawgloo (including stolen platform commissions, wasted marketing acquisition costs, and administrative overhead), and does not constitute a penalty.
* **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.
### **6. The Platform Integrity ("Whistleblower") Mechanism** [#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](mailto: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.
* **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.
# Child Safety Standards (/docs/policy/user/child-safety)
**Effective Date:** 2026-05-26\
**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)
**The Bottom Line Up Front (BLUF):** Pawgloo has a zero-tolerance policy for child sexual abuse and exploitation (CSAE). We are committed to maintaining a safe community by providing robust reporting tools, taking immediate action against illegal content, and cooperating fully with law enforcement to protect children.
***
## 1. Standards Against CSAE and CSAM [#1-standards-against-csae-and-csam]
Pawgloo strictly prohibits any content or behavior that sexually exploits, abuses, or endangers children. This includes, but is not limited to:
* **Child Sexual Abuse Material (CSAM):** The creation, sharing, or storage of any visual depiction of a minor engaging in sexually explicit conduct.
* **Grooming:** Any attempt to build an emotional connection with a child to lower their inhibitions for the purpose of sexual exploitation.
* **Sextortion:** Using sexual content to blackmail or coerce a child.
* **Trafficking:** Any involvement in the trafficking of children for sexual exploitation.
## 2. In-App Feedback and Reporting Mechanisms [#2-in-app-feedback-and-reporting-mechanisms]
We provide robust, easily accessible tools for users to report safety concerns directly within the Pawgloo application.
* **Reporting Content:** Users can report any profile, message, or media that they believe violates our child safety standards.
* **In-App Support:** Our support channel is available for users to communicate concerns regarding child safety without leaving the app.
* **Email Reporting:** You can also report violations directly to our safety team at **[safety@pawgloo.com](mailto:safety@pawgloo.com)**.
## 3. Addressing CSAM (Removal and Reporting) [#3-addressing-csam-removal-and-reporting]
Pawgloo takes immediate action when we become aware of CSAM on our platform:
* **Immediate Removal:** Upon obtaining actual knowledge of CSAM, we will immediately remove the content and disable the offending account.
* **Legal Compliance:** We comply with all applicable Indian and international laws regarding the reporting of CSAM to the appropriate authorities. In India, CSAM is reported to the **National Cyber Crime Reporting Portal** ([cybercrime.gov.in](https://cybercrime.gov.in/)) operated by the Ministry of Home Affairs. We also report to the **National Center for Missing & Exploited Children (NCMEC)** for international coordination, and cooperate fully with local law enforcement.
## 4. Compliance with Child Safety Laws [#4-compliance-with-child-safety-laws]
Pawgloo operates in strict accordance with the **Protection of Children from Sexual Offences (POCSO) Act, 2012** and the **Information Technology Act, 2000** of India. We continuously monitor regulatory updates to ensure our platform remains compliant with the highest safety standards.
## 5. Child Safety Point of Contact [#5-child-safety-point-of-contact]
We have designated a specific point of contact to oversee our child safety practices and ensure compliance with this policy.
**Designated Safety Officer:**
**Email:** [safety@pawgloo.com](mailto:safety@pawgloo.com)
**Address:** NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo), Plot 151, Sector 2, Kurukshetra, Haryana 136118
* **Zero Tolerance:** Immediate removal of CSAE/CSAM content. - **In-App
Reporting:** Easy tools to flag safety concerns. - **Legal Cooperation:** Full
compliance with POCSO and IT Act. - **Account Deactivation:** Permanent bans
for safety violations.
***
If you encounter any content that puts a child at risk, please report it
immediately through the app or contact us at [safety@pawgloo.com](mailto:safety@pawgloo.com). Your reports
help keep our community safe.
# Cookie Policy (/docs/policy/user/cookie-policy)
**Effective Date:** 2026-03-18\
**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)
***
At Pawgloo, we believe in transparency-whether it's about the safety of a playdate or the data we collect on our website. Just like your dog leaves "scent markers" to navigate their neighborhood, our website uses small text files called "cookies" to provide you with a seamless and secure experience.
**The Bottom Line Up Front (BLUF):** Pawgloo uses cookies to keep you logged in, understand how you use our features (like searching for vets or dog walkers), and show you relevant pet care information. You have full control over your privacy: while "Strictly Necessary" cookies are required for the site to function, you can opt-in or out of "Analytics" and "Marketing" cookies at any time through our consent banner or your browser settings.
***
## 1. What Are Cookies? [#1-what-are-cookies]
A cookie is a small piece of data that a website asks your browser to store on your computer or mobile device. It allows the website to "remember" your actions or preferences over time.
Cookies do not give us access to your computer or any personal information about you, other than the data you choose to share with us. For pet parents, this means we can remember things like your preferred city or whether you've already dismissed a specific notification.
***
## 2. The Three Categories of Cookies We Use [#2-the-three-categories-of-cookies-we-use]
To give you maximum control, we categorize our cookies into three distinct groups. You can manage these choices through our cookie consent banner or via the **Cookie Settings** link in the website footer.
### A. Strictly Necessary Cookies [#a-strictly-necessary-cookies]
These are essential for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you, such as:
* Setting your privacy preferences.
* Logging into your Pawgloo account.
* Filling in forms to book a dog walker or vet.
* Ensuring the security of your data during a transaction.
### B. Analytics & Performance Cookies [#b-analytics--performance-cookies]
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us answer questions like:
* Which pet care articles are the most popular?
* How many people are successfully finding playdates in Bengaluru vs. Mumbai?
* Are there any technical errors occurring on our "Find a Vet" page?
All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.
### C. Marketing & Targeting Cookies [#c-marketing--targeting-cookies]
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant pet-related adverts on other sites.
* **Example:** If you frequently read about "Puppy Vaccinations" on Pawgloo, these cookies might help show you a relevant discount for a local clinic on your social media feed.
They do not store directly personal information but are based on uniquely identifying your browser and internet device.
***
## 3. How to Manage Your "Scent Markers" (Consent) [#3-how-to-manage-your-scent-markers-consent]
Your privacy is your choice. Here is how you can manage or withdraw your consent:
* **Our Consent Banner:** When you first visit Pawgloo, a banner appears at the bottom of the screen. You can choose **"Accept All"** to enable all cookies, or **"Essential Only"** to allow only the cookies that are strictly necessary for the site to function. You can revisit this choice at any time by clicking the **"Cookie Settings"** link in the footer of our website.
* **Browser Settings:** Most web browsers (Chrome, Safari, Firefox) allow you to block or delete cookies through their settings menu. Please note that blocking all cookies may prevent some parts of Pawgloo from working correctly.
* **In-App Privacy:** For users of the Pawgloo mobile app, privacy settings can be managed under the "Profile → Settings → Privacy" menu (feature availability may vary by version).
***
## 4. Updates to This Policy [#4-updates-to-this-policy]
As Pawgloo grows and we add more features to help your pets thrive, we may update this Cookie Policy. We recommend checking this page periodically to stay informed about how we are protecting your "digital pawprint."
* **Your Data, Your Rules:** You control non-essential cookies. - **No Hidden
Tracking:** We use cookies to improve our services, not to spy. - **Essential
for Performance:** Necessary cookies keep your sessions secure and functional.
***
## Contact Our Privacy Pack [#contact-our-privacy-pack]
If you have questions about our use of cookies or how we handle your data, our Privacy Team is here to help. You can reach us at:
**Email:** [privacy@pawgloo.com](mailto:privacy@pawgloo.com)\
**Address:** NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo), Plot 151, Sector 2, Kurukshetra, Haryana 136118
Ready to find your dog's next best friend? **Download Pawgloo** today. We prioritize your privacy so you can focus on what matters most: spending quality time with your pet.
***
## References [#references]
* *The Digital Personal Data Protection (DPDP) Act, 2023, India.*
* *The Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.*
* *Ministry of Electronics and Information Technology (MeitY): Guidelines on Implementation of the DPDP Act.*
# Privacy Policy (/docs/policy/user/privacy-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").
**The Bottom Line Up Front (BLUF):** At Pawgloo, we take your privacy seriously. We are compliant with the Digital Personal Data Protection (DPDP) Act, 2023. This policy explains what data we collect (profile, pet info, location), how we store it securely using AWS, and your rights to access or delete your data, including details on sensitive data handling and retention.
***
## 1. Introduction and DPDP Act Compliance [#1-introduction-and-dpdp-act-compliance]
**Pawgloo** and **Pawgloo-Partners** are brands owned and operated by **NEXEL PLATFORMS PRIVATE LIMITED** ("Company," "we," "us," or "our"), which acts as a Data Fiduciary under the Digital Personal Data Protection (DPDP) Act, 2023. This policy comprehensively outlines the methodology by which we collect, store, process, and securely transfer your personal data across our cloud infrastructure. By utilizing our applications, you provide explicit, informed consent for the processing of your data as defined within this policy.
***
## 2. Data Segmentation and Flow Architecture [#2-data-segmentation-and-flow-architecture]
We operate a strictly segmented data architecture to ensure data minimization and purpose limitation. Data is routed and isolated based on the registered user type:
### A. For Pet Parents (Consumer App Users) [#a-for-pet-parents-consumer-app-users]
* **Profile Data:** Upon registration via OTP, your Name, Email, and Phone Number are securely stored in our primary database.
* **Pet Data:** Information regarding your pet (breed, age, vaccination status, temperament) is stored to power the matchmaking algorithm and provide essential context to Partners during bookings.
* **Media & Object Storage:** Photographs and media files are transmitted directly to secure cloud object storage (AWS S3). We do not store raw media files or base64 payloads within our operational databases to ensure optimal performance and security.
* **Geospatial Data:** To connect you with geographically proximate services, we process your device's location. This data is utilized dynamically by our matchmaking queries and is expressly not archived to track historical movements.
### B. For Service Providers (Pawgloo-Partners) [#b-for-service-providers-pawgloo-partners]
* **Professional Profiles:** Specialty, biography, and scheduling data are isolated in a dedicated service-provider database, separate from consumer data.
* **Verification Documents (KYC):** Sensitive identity documents (e.g., Aadhaar, PAN, Veterinary Licenses) are uploaded directly to an encrypted, private AWS S3 bucket. Access is restricted via strict Identity and Access Management (IAM) policies to authorized compliance personnel only.
* **Service Telemetry:** We record transactional metadata, including appointment timestamps and the duration of audio/video calls, to ensure auditable, accurate payout calculations.
***
## 3. Third-Party Data Processors (Sub-Processors) [#3-third-party-data-processors-sub-processors]
To operate the platform efficiently, we securely transmit limited data subsets to the following enterprise-grade infrastructure partners:
* **Amazon Web Services (AWS):** Our primary backend infrastructure—including databases, object storage, and compute instances—is hosted exclusively within the `ap-south-1` (Mumbai) region, ensuring strict adherence to Indian data localization mandates.
* **GetStream:** For in-app chat and video consultations, we securely pass a generated, temporary user token to GetStream. We expressly do not record, store, or archive the raw video streams of your consultations on our servers.
* **Novu:** For transactional communications (e.g., booking confirmations, OTPs), your contact details and device tokens are transmitted securely to Novu's notification infrastructure.
* **Cashfree Payments:** All financial transactions are processed via Cashfree. We do not store your bank account numbers, UPI PINs, or credit card details on our primary databases.
***
## 4. Temporary Caching and System State Management [#4-temporary-caching-and-system-state-management]
To maintain application performance and prevent concurrent booking conflicts, we employ an in-memory caching layer.
* **Idempotency & Concurrency Locks:** When a booking is initiated, a temporary reservation lock is generated in the cache. This lock contains minimal identifier data and is engineered with a strict Time-To-Live (TTL) to automatically self-destruct after 10 minutes.
* **Non-Persistence:** Our caching infrastructure is strictly utilized for transient state management and is never used for the persistent archiving of personally identifiable information (PII).
***
## 5. Data Retention and Deletion (The Right to be Forgotten) [#5-data-retention-and-deletion-the-right-to-be-forgotten]
We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy or as required by applicable Indian law.
* **Account Deletion:** Users may request complete account deletion via the application settings. Upon verification, profile data in our primary databases and associated media in AWS S3 will be permanently soft-deleted and subsequently hard-deleted within 30 days.
* **Regulatory Retention:** To comply with the Income Tax Act, 1961, and the Prevention of Money Laundering Act (PMLA), 2002, transactional records, ledger entries, and Partner KYC metadata may be securely archived in a restricted state for up to eight (8) years following account termination.
***
## 6. Data Security and Internal Access Controls [#6-data-security-and-internal-access-controls]
* **Encryption:** All data transmitted between your device and our backend APIs is secured using modern TLS/SSL protocols. Data at rest within our databases and S3 buckets is encrypted utilizing AWS Key Management Service (KMS).
* **Role-Based Access Control (RBAC):** We enforce the principle of least privilege. Customer support personnel can only view booking statuses and cannot access private chat histories or financial ledgers. Raw database access is restricted to authorized engineering personnel via secure, audited jump hosts.
***
## 7. User Rights and Grievance Redressal [#7-user-rights-and-grievance-redressal]
Under the DPDP Act, 2023, you possess the right to:
* **Access & Nominate:** Request a summary of your personal data and nominate an individual to exercise your rights in the event of incapacity.
* **Correction:** Rectify inaccurate or incomplete profile information directly within the application.
* **Grievance Redressal:** If you have concerns regarding our data practices, please contact our designated Data Protection Officer (DPO) at **[privacy@pawgloo.com](mailto:privacy@pawgloo.com)**. For matters specifically concerning child safety and CSAE, please refer to our [Child Safety Standards](/docs/policy/user/child-safety) or contact our Safety Officer at **[safety@pawgloo.com](mailto:safety@pawgloo.com)**. We are committed to resolving grievances promptly in accordance with statutory timelines.
***
## Sensitive User Data & Financial Privacy Policy [#sensitive-user-data--financial-privacy-policy]
This section details the handling of sensitive personal data and financial information.
### 1. Scope of Sensitive Personal Data or Information (SPDI) [#1-scope-of-sensitive-personal-data-or-information-spdi]
This policy strictly governs the collection, transmission, tokenization, and processing of "Sensitive Personal Data or Information" (SPDI), as defined under the **Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011**, read alongside the **Digital Personal Data Protection (DPDP) Act, 2023**.
Within the context of the Pawgloo ecosystem, SPDI specifically encompasses:
* **Financial Account Instruments:** Full Credit/Debit Card Numbers, Card Verification Values (CVV), Expiry Dates, Bank Account Numbers, and associated IFSC Codes.
* **Payment Identifiers:** Unified Payments Interface (UPI) IDs (Virtual Payment Addresses / VPAs).
* **Government-Issued Identifiers (KYC):** Unique identification documents, including Aadhaar, Permanent Account Numbers (PAN), and statutory Veterinary/Professional Licenses.
### 2. Strict Non-Storage Policy (The "Air-Gap" Architecture) [#2-strict-non-storage-policy-the-air-gap-architecture]
Pawgloo operates on a foundational principle of financial data air-gapping and zero-knowledge architecture. We explicitly **do not** store, record, archive, or otherwise maintain raw, unencrypted sensitive financial data on any of our proprietary AWS servers, databases, or cloud storage environments.
To guarantee maximum security and ensure absolute compliance with the **Payment Card Industry Data Security Standard (PCI-DSS)** and regulations issued by the **Reserve Bank of India (RBI)**, we employ a strictly segmented architectural flow:
* **Direct Transmission:** When a Consumer initiates a payment (Pay-in) or a Partner provisions financial details for earnings (Pay-out), that SPDI bypasses Pawgloo’s primary databases entirely.
* **Secure Conduits:** Data is transmitted dynamically via secure, end-to-end encrypted API tunnels (utilizing TLS 1.2 or higher) directly to our RBI-authorized Payment Aggregator and Identity Verification partner: **Cashfree Payments India Pvt. Ltd.**
### 3. Consumer Application: Pay-Ins and Tokenization [#3-consumer-application-pay-ins-and-tokenization]
**A. Transaction Flow & Card-on-File (CoF) Compliance** When a user books a service slot (e.g., Tele-vet consultation, Dog Walking), Pawgloo’s backend is exclusively responsible for generating a unique order identifier (`order_id`) and calculating the transaction payload. The user is then seamlessly handed over to the Cashfree Payments SDK environment to input their SPDI. Pursuant to RBI's Card-on-File tokenization guidelines, Pawgloo does not save card details; users may opt to tokenize their cards through Cashfree for future use.
**B. Data Minimization and Webhook Visibility** Pawgloo’s backend receives only a cryptographic Webhook (a verified, non-reversible digital receipt) from Cashfree, confirming the terminal status of the transaction (e.g., `SUCCESS` or `FAILED`). At no juncture does Pawgloo obtain visibility into the user's raw card number, CVV, or UPI PIN.
**C. Virtual Ledger Security** In-app wallet balances, promotional credits, and refund logs are maintained on an internal, immutable double-entry ledger. This ledger employs non-identifiable, transactional tokens (e.g., `idempotency_keys`) to audit and reconcile financial activity without establishing any link to the user's raw SPDI.
### 4. Partner Application: Pay-Outs and Statutory KYC [#4-partner-application-pay-outs-and-statutory-kyc]
To facilitate the lawful disbursement of professional earnings and comply with the **Prevention of Money Laundering Act (PMLA), 2002**, Pawgloo is statutorily obligated to verify the Partner's identity and banking credentials.
**A. Beneficiary Creation & Mandatory Verification** When a Partner inputs their Bank Account or UPI ID, our Partner-backend acts solely as a secure conduit, transmitting the SPDI instantly to Cashfree Payments to instantiate a "Beneficiary" profile. We utilize Cashfree's "Secure ID" suite to execute a Penny Drop verification (remitting a nominal ₹1). Cashfree returns the `nameAtBank` status, which our algorithms compare against the Partner's registered profile to substantiate ownership and mitigate financial fraud.
**B. Post-Verification Data Scrubbing** Upon the successful confirmation of verification, Pawgloo executes an automated routine to immediately and permanently scrub the raw account number and IFSC code from its memory caches. We retain only non-sensitive, operational routing identifiers:
* A system-generated, encrypted beneficiary reference issued by our payment aggregator.
* The binary verification status (verified / failed).
* Masked display strings (e.g., last 4 digits of the account number, partial IFSC) strictly for the Partner's recognition within the app dashboard.
**C. Archival of Government Identifiers** Government-issued identifiers (Aadhaar/PAN) required for statutory KYC and Section 194-O TDS compliance are subjected to advanced encryption protocols and stored in an isolated, access-restricted AWS S3 bucket. Access is governed by strict Identity and Access Management (IAM) policies, limited exclusively to the designated Grievance/Compliance Officer for the sole purposes of statutory auditing, tax reporting, and dispute resolution.
### 5. Third-Party Compliance and Explicit Consent [#5-third-party-compliance-and-explicit-consent]
Because Cashfree Payments executes all sensitive financial processing, nodal account settlement, and identity validation on behalf of Pawgloo, their operations are governed by independent, RBI-audited security protocols.
* **Explicit Consent:** By executing a financial transaction or submitting payout credentials through the Pawgloo or Pawgloo-Partners applications, you hereby acknowledge and provide explicit, affirmative consent for the secure transmission of your SPDI to Cashfree Payments India Pvt. Ltd.
* **Review of Partner Protocols:** Users are strongly advised to review the official security architecture and privacy practices of our regulated payment aggregator: [Cashfree Privacy Policy](https://www.cashfree.com/privacypolicy/).
### 6. Security Incident Response Protocol (CERT-In Mandate) [#6-security-incident-response-protocol-cert-in-mandate]
While Pawgloo does not retain raw financial data, we maintain rigorous, tamper-evident logging of all API requests (with sensitive payloads systematically obfuscated). In the unlikely event of a cybersecurity incident, unauthorized access, or data breach affecting our retained operational routing data, Pawgloo is bound by the following mandatory response protocol:
* **Reporting Mandate:** We will notify affected users and report the incident to the **Indian Computer Emergency Response Team (CERT-In)** within **six (6) hours** of identifying the anomaly, in strict adherence to the directives issued under subsection (6) of section 70B of the Information Technology Act, 2000.
***
## Data Retention & Deletion Policy [#data-retention--deletion-policy]
This section outlines Pawgloo’s data lifecycle management practices, including retention schedules and the right to data erasure.
### 1. Purpose and Statutory Alignment [#1-purpose-and-statutory-alignment]
This policy articulates the data lifecycle management practices of NEXEL PLATFORMS PRIVATE LIMITED (operator of Pawgloo). It defines the specific durations for which varying categories of personal and operational data are retained, our automated purging cycles, and the mechanisms through which users may exercise their right to data erasure (the "Right to be Forgotten") pursuant to the **Digital Personal Data Protection (DPDP) Act, 2023**.
### 2. Dynamic Data Retention Schedules [#2-dynamic-data-retention-schedules]
We adhere to the principle of data minimization. Data is retained strictly for the duration necessary to fulfill its operational purpose or to comply with statutory mandates in the Republic of India:
* **Active Account Data:** Profile information, pet dossiers, and algorithmic matchmaking preferences are retained in our primary databases for the continuous duration of your active account status to provide uninterrupted service functionality.
* **Media and Object Storage (AWS S3):** Profile pictures, pet imagery, and uploaded chat attachments are retained while the account is active. Upon the user-initiated deletion of a pet profile or the overriding of an existing image, the legacy media file is permanently and irrevocably purged from our AWS S3 buckets within a standard **30-day** automated garbage-collection cycle.
* **Ephemeral State Data (In-Memory Cache):** Transient operational data—such as active video call tokens, temporary booking holds, and cryptographic idempotency keys utilized to prevent duplicate transactions—are strictly ephemeral. This data is engineered with automated Time-To-Live (TTL) triggers and is permanently flushed from our caching layer within **10 minutes to 7 days**, contingent upon the specific service requirement.
* **Customer Support & Grievance Logs:** Communications directed to our support or Trust & Safety teams are retained for a period of **two (2) years** to ensure quality assurance, facilitate dispute resolution, and maintain auditability for consumer protection claims.
### 3. Mandatory Legal Retention (The Immutable Ledger) [#3-mandatory-legal-retention-the-immutable-ledger]
To comply with stringent Indian financial and taxation frameworks—including the **Income Tax Act, 1961**, the **Companies Act, 2013**, the **Central Goods and Services Tax (CGST) Act, 2017**, and the **Prevention of Money Laundering Act (PMLA), 2002**—Pawgloo is legally prohibited from expunging data integral to financial reconciliation.
* **Financial Ledgers & Transactional Invoices:** All data recorded within our double-entry accounting architecture (including transaction records, ledger entries, and payout batches) must be retained for a mandatory minimum period of **eight (8) years** from the culmination of the relevant financial year.
* **Cryptographic Anonymization:** Upon the successful execution of an account deletion request, the user's profile is "soft-deleted." However, the financial metadata linked to historical bookings, automated payouts, TDS deductions, and payment gateway transaction references remains preserved. This data is irreversibly pseudonymized or stripped of direct identifiers (Name, Exact Location) to ensure platform ledgers remain balanced and legally auditable without compromising ongoing privacy.
* **Partner KYC Archival:** For Service Partners, statutorily mandated identity verification logs (Aadhaar/PAN) and corresponding tax deduction histories are archived in an isolated, encrypted, and access-restricted vault for **eight (8) years** post-account termination.
### 4. Data Erasure Protocol (The Right to be Forgotten) [#4-data-erasure-protocol-the-right-to-be-forgotten]
Subject to the exceptions outlined in Section 5, users possess the statutory right to request the permanent erasure of their personal data.
**A. Initiation of the Erasure Request:**
1. Navigate to the **Settings** interface within the Pawgloo or Pawgloo-Partners application.
2. Access **Account Security** > **Delete Account**.
3. Alternatively, a formal, verifiable data erasure mandate may be transmitted via email to **[privacy@pawgloo.com](mailto:privacy@pawgloo.com)** from the user's registered email address.
**B. The Erasure Execution Lifecycle:** Upon the authentication of a deletion request, and contingent upon the absence of active bookings or pending financial settlements:
* **Immediate Action (0-7 Days):** The account is instantly deactivated, authentications are revoked, and the user is immediately delisted from search indexing, partner directories, and the social Playdate feed.
* **Database Purge (30 Days):** Personally Identifiable Information (PII), including Name, Phone Number, and Email, is permanently scrubbed or irreversibly hashed from the primary operational databases. All associated media assets residing in AWS S3 are subjected to a hard delete.
* **Ledger Preservation:** As articulated in Section 3, numeric transaction logs are preserved solely for statutory tax audits, fully decoupled from the user's identity.
### 5. Legal & Trust Holds (Exceptions to Erasure) [#5-legal--trust-holds-exceptions-to-erasure]
Pawgloo explicitly reserves the right to deny, suspend, or delay a data erasure request under the following circumstances:
* **Active Litigation or Disputes:** The existence of an unresolved dispute, active insurance claim, or pending litigation involving the account (e.g., a reported canine injury or property damage incident).
* **Financial Delinquency:** The account exhibits a negative wallet balance, or the user owes an outstanding refund or financial penalty to the platform or a counterparty.
* **Trust & Safety Violations:** If the account has been permanently suspended for severe breaches of the Terms of Service (e.g., violating the Anti-Circumvention Policy or engaging in abusive behavior). In such instances, a cryptographic "hashed fingerprint" of the user's device ID and mobile number will be retained permanently on an internal blocklist to prevent fraudulent re-registration and protect the ecosystem.
# Refund & Cancellation Policy (/docs/policy/user/refund-cancellation-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. General Principles and Scope** [#1-general-principles-and-scope]
At Pawgloo, we are committed to maintaining a reliable marketplace for pet care. This Refund & Cancellation Policy governs the rights and obligations of both Consumers and Partners regarding the cancellation of scheduled services, defaults ("No-Shows"), and quality disputes.
Because securing a booking blocks a Partner’s calendar and prevents them from accepting alternate engagements, our cancellation framework enforces strict, time-based parameters. These parameters are designed to protect the financial stability of our independent Partners while offering fair recourse to our Consumers.
### **2. Consumer-Initiated Cancellations** [#2-consumer-initiated-cancellations]
If a Consumer must cancel a confirmed and paid booking (including but not limited to Tele-vet consultations, Dog Walking, or Grooming), refund eligibility is strictly determined by the timestamp of the cancellation relative to the scheduled service start time.
**A. Early Cancellation (Eligible Window)**
* **Criteria:** The cancellation is executed via the Pawgloo Application greater than **6 hours** prior to the scheduled service start time.
* **Refund Mechanism:** The Consumer is entitled to a refund of the Total Booking Price, less a predefined **Platform Cancellation Fee** of **₹50**.
* **Justification:** This deduction covers the non-refundable transaction charges levied by our Payment Aggregator (Cashfree) and the administrative costs associated with processing the secure escrow routing.
**B. Late Cancellation (Ineligible Window)**
* **Criteria:** The cancellation is executed within **6 hours** of the scheduled service start time.
* **Refund Mechanism:** The booking is strictly **non-refundable**.
* **Justification:** Funds collected for Late Cancellations are disbursed directly to the Partner (minus standard platform commissions) as liquidated damages to compensate for their reserved time and lost earning opportunity.
### **3. Consumer Default ("No-Show" Policy)** [#3-consumer-default-no-show-policy]
Failure to attend a scheduled service without prior cancellation constitutes a "Consumer Default."
* **Digital/Tele-Consultations:** If the Consumer fails to authenticate and join the secure GetStream video/audio room within **5 minutes** of the scheduled start time, the system automatically classifies the event as a Consumer Default.
* **In-Person Services:** If the Consumer is not present at the designated geographical location, or fails to provide the Partner access to the pet within a standard **10-minute grace period** of the scheduled arrival time, it is classified as a Consumer Default.
* **Penalty:** Consumer Defaults are treated as Late Cancellations. The Total Booking Price is forfeited in its entirety to compensate the Partner, and no refund will be issued.
### **4. Partner-Initiated Cancellations & Defaults** [#4-partner-initiated-cancellations--defaults]
Pawgloo holds its Partners to rigorous Service Level Agreements (SLAs). If a Partner fails to fulfill a confirmed obligation, the Consumer is entirely financially protected.
**A. Partner Cancellation**
* If a Partner cancels a scheduled service at any time prior to the commencement of the slot, the Consumer will immediately receive a **100% full refund**.
* No administrative or gateway processing fees will be deducted from the Consumer's refund.
**B. Partner Default ("No-Show" & Voiding)**
* **Criteria:** If a Partner fails to join a Tele-vet session within the grace period, or fails to arrive at the designated location for an in-person service.
* **Verification:** Upon receiving a Consumer report, Pawgloo will conduct an automated audit utilizing internal server logs (e.g., GetStream connection events) and Partner GPS tracking data.
* **Resolution:** If the Partner Default is verified, the transaction is **Voided**. The Consumer receives a 100% full refund.
* **Partner Penalties:** The defaulting Partner will be subject to internal disciplinary actions, including but not limited to algorithmic demotion, financial penalties deducted from their available ledger balance (to cover Pawgloo's lost gateway fees), or permanent suspension from the Pawgloo-Partners platform.
### **5. Quality Disputes & Exception Handling** [#5-quality-disputes--exception-handling]
If a service was completed but the Consumer alleges severe professional inadequacy, negligence, or a failure to deliver the service as described (e.g., a 30-minute booked walk was terminated at 10 minutes):
* **Reporting Window:** The Consumer must formally raise a dispute via the Pawgloo Support Center within **12 hours** of the service completion timestamp. *Disputes raised outside this window cannot be entertained as funds will have cleared the settlement buffer.*
* **Investigation:** Pawgloo will temporarily freeze the disputed funds in the nodal account. The Trust & Safety team will review objective platform data, including GPS route mapping, duration logs, GetStream records, and in-app communications.
* **Resolution:** Dispute resolution is at the sole discretion of Pawgloo. Based on the findings, Pawgloo may issue a partial refund, a full refund, or platform credits.
### **6. Refund Processing Mechanics & Timelines** [#6-refund-processing-mechanics--timelines]
* **Original Payment Method:** In compliance with Anti-Money Laundering (AML) directives, all approved refunds are routed automatically through Cashfree back to the **original source of funds** (e.g., the specific Bank Account, Credit Card, or UPI ID used for the transaction). We cannot process refunds to alternate accounts.
* **Timelines:** Once initiated by Pawgloo, refunds typically take between **5 to 7 business days** to reflect in the Consumer's account, contingent upon the processing speeds of the respective bank or UPI network.
# Terms & Conditions (/docs/policy/user/terms-conditions)
# Pawgloo Terms & Conditions [#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 [#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) [#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 [#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 [#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 [#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 [#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 [#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](mailto:safety@pawgloo.com).
***
## 8. Service Provider Interactions [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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](mailto:support@pawgloo.com)
* Alternative Email: [help@nexelplatforms.com](mailto:help@nexelplatforms.com)
* Data Protection Email: [privacy@pawgloo.com](mailto:privacy@pawgloo.com)
* Safety Concerns Email: [safety@pawgloo.com](mailto: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 [#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 [#contact-us]
**Legal Inquiries:**
* Email: [legal@pawgloo.com](mailto:legal@pawgloo.com)
* Address: NEXEL PLATFORMS PRIVATE LIMITED, Plot 151, Sector 2, Kurukshetra, Haryana 136118