Grievance Redressal
Version 1.0 · Effective 17 September 2026
This page explains how Petba handles complaints, as required by the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Rules, 2011 and the Digital Personal Data Protection Act, 2023.
1. Grievance Officer
[[petba:grievance_officer]]2. How to raise a complaint
- Website: log in and go to [[petba:complaint_link]], or use the [[petba:contact_link]] form (no login needed).
- App: Account > Settings > Help & Support > Raise a complaint, or Report a problem on any order or appointment.
- Email or phone: contact the Grievance Officer above.
Please tell us your order or booking number (if any), what went wrong and what you would like us to do. For damaged, wrong or expired products we may ask you to email photos.
3. What happens next
- You get a ticket number as soon as the complaint is registered. Use it to follow the complaint in your account or the app.
- We acknowledge every complaint within 48 hours.
- We resolve every complaint within one month of receiving it, and tell you the outcome and the reasons for it.
- Complaints about a seller or service provider are taken up with them by Petba; you do not need to contact them yourself.
4. If you are not satisfied
- National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in.
- File a consumer complaint online on e-Daakhil.
- For complaints about your personal data, you may also approach the Data Protection Board of India once you have used our process.