Terms & Conditions

1. Introduction

Welcome to Petba ("Petba", "we", "us", or "our"). These Terms & Conditions ("Terms") govern your access to and use of the Petba website, mobile application, and related services (collectively, the "Platform"), including browsing products, booking pet services, and using the vendor marketplace. By creating an account, placing an order, booking a service, or otherwise using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.

2. Eligibility and Accounts

You must be at least 18 years of age to create an account, place an order, book a service or otherwise use the Platform, and by using the Platform you confirm that you are 18 or older. Petba does not knowingly allow persons under 18 to use the Platform; if we learn that an account belongs to a person under 18, we will close it and delete the associated personal data as described in our Privacy Policy. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Please notify us immediately of any unauthorized use of your account.

3. The Petba Marketplace

Petba operates as a marketplace connecting customers with independent third-party vendors ("Vendors") who list and sell pet products and offer pet-related services such as grooming, veterinary care, training, and boarding. Unless expressly stated otherwise, Vendors — not Petba — are responsible for the accuracy of their listings, the quality and safety of their products and services, and fulfillment of orders and bookings. Petba is not a party to the contract of sale or service formed between you and a Vendor, but we may facilitate payments, communications, and dispute resolution to support a safe marketplace experience.

4. Orders, Pricing, and Payments

All prices are in Indian Rupees (INR). The price shown on a product or service page, plus any delivery charge and tax shown in your cart and on the checkout summary, is the total you pay: no charge is added after you confirm. We and our Vendors may correct a pricing error before an order is confirmed; if a price changes after you pay, we will either honour the price you paid or cancel and fully refund the order. Payments are processed by our payment gateway partner (Razorpay). An order is confirmed once payment has been successfully verified, or immediately for cash on delivery, and you receive an order confirmation.

5. Pet Services and Appointments

Bookings for grooming, veterinary, training, boarding or similar services are subject to the provider’s availability. You can cancel a booking free of charge while it is pending, confirmed or rescheduled, and any amount paid online is refunded as described in our Refund, Return & Cancellation Policy. The booking page shows any amount payable online and any balance payable at the centre before you confirm. You are responsible for giving accurate information about your pet, including its health, temperament and vaccination status. Please report any concern about a provider to us so we can act on it.

6. Pet Adoption and Rescue Listings

Adoption and rescue listings on the Platform are provided by shelters, foster networks, and individual users for informational purposes. Petba does not guarantee the health, temperament, or history of any animal listed and is not a party to any adoption agreement. Prospective adopters are strongly encouraged to verify all details directly with the listing party before proceeding with an adoption.

7. Cancellations, Returns, and Refunds

Petba does not charge cancellation fees. You can cancel orders before they are shipped and appointments before they take place, return products within 7 days of delivery if they are damaged, defective, wrong or expired, and receive refunds to your original payment method within 7 working days. The full rules are in our Refund, Return & Cancellation Policy and our Shipping & Delivery Policy, linked at the bottom of every page.

8. User Conduct

You agree not to misuse the Platform, including but not limited to: posting false or misleading listings or reviews, attempting to circumvent payment or security systems, harassing other users or Vendors, or using the Platform for any unlawful purpose. We reserve the right to suspend or terminate accounts that violate these Terms.

9. Intellectual Property

All content on the Platform, including the Petba name, logo, design, text, graphics, and software, is the property of Petba or its licensors and is protected by applicable intellectual property laws. You may not copy, reproduce, or distribute any part of the Platform without our prior written consent.

10. Limitation of Liability

To the maximum extent permitted by law, Petba shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Platform, including but not limited to loss arising from products or services provided by third-party Vendors. The Platform is provided on an "as is" and "as available" basis without warranties of any kind, express or implied.

11. Privacy

Your use of the Platform is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information. Please review it to understand our practices.

12. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services or applicable law. The updated Terms will be posted on this page with a revised effective date, and your continued use of the Platform after such changes constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of India, and any disputes arising under them shall be subject to the exclusive jurisdiction of the courts having competent authority over Petba’s registered place of business.

14. Contact Us

If you have a question or complaint about these Terms, an order, a booking or a seller, raise a complaint from Complaints & Support in your account, in the app under Help & Support, or through the Contact Us page. You will receive a ticket number; we acknowledge complaints within 48 hours and resolve them within one month. The Grievance Officer’s name and contact details are shown at the bottom of every page and on our Grievance Redressal page.