Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your access to and use of the Pawdli website, mobile application, products, and services (collectively, the "Platform").

The Platform is owned and operated by IVYISARK pvt ltd, having its registered office at [Registered Address] ("Pawdli", "we", "us", or "our").

By creating an account, accessing the Platform, booking a service, listing or adopting a pet, purchasing a product, uploading content, or otherwise using Pawdli, you agree to these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract under Indian law to create an account, book a service, list or adopt a pet, or purchase a product.

A person under 18 may use Pawdli only under the active supervision of a parent or legal guardian. The parent or guardian is responsible for the minor's use of the Platform.

You confirm that all information supplied by you is accurate, complete, and current.

3. Pawdli Services

3.1 Pet Radio

Pet Radio may include pet-care information, expert discussions, rescue stories, entertainment, and calming music or audio. This content is provided for general information and entertainment and does not replace professional veterinary diagnosis, treatment, behavioural advice, or emergency assistance.

Animals may respond differently to sounds. Stop playing any content that appears to cause fear, stress, aggression, or discomfort to your pet.

3.2 Pet Adoption

Pawdli allows eligible users to list pets for adoption and apply to adopt available pets. A listing does not guarantee adoption, and an application does not create a right to receive a pet.

Pawdli may carry out identity checks, interviews, document verification, home checks, and follow-up visits. We may reject, suspend, or cancel an application or listing when we reasonably believe it is inaccurate, unlawful, unsafe, or contrary to an animal's welfare.

A person listing a pet must have legal authority to do so and must accurately disclose the pet's age, health, vaccination status, medical history, temperament, behavioural concerns, bite history, disability, and care requirements.

Pawdli must not be used for unlawful animal sales, breeding, trafficking, fighting, exploitation, or commercial trading disguised as adoption.

Adopters agree to provide humane treatment, suitable food and shelter, veterinary care, companionship, exercise, and compliance with applicable vaccination, registration, municipal, and animal-welfare requirements.

A separate adoption agreement may apply. If it conflicts with these Terms regarding a particular adoption, the adoption agreement will apply to that extent.

3.3 Good Bye Buddy

Good Bye Buddy may provide pet-loss support, remembrance services, memorial content, end-of-life coordination, or related assistance. It does not replace licensed veterinary, medical, psychological, psychiatric, or emergency care.

Euthanasia, medical decisions, cremation, burial, handling of animal remains, and other regulated activities must be performed or supervised by appropriately qualified and authorised professionals in accordance with applicable law.

3.4 Pet Therapy

Pet Therapy services are intended to support well-being and positive human-animal interaction. They do not constitute medical treatment, psychiatric treatment, diagnosis, counselling, or a guaranteed cure unless expressly stated and delivered by an appropriately licensed professional.

Before participating, you must disclose allergies, asthma, animal sensitivities, fear of animals, mobility limitations, and any health or behavioural condition that could affect safe participation.

Interaction with animals may involve risks including scratches, bites, falls, allergic reactions, anxiety, or unexpected behaviour. You must follow all safety instructions. Pawdli may stop or refuse a session if continuing could endanger a person or animal.

3.5 Make A Buddy

Make A Buddy helps pets and people form connections. You are responsible for deciding whether a meeting or animal introduction is appropriate after considering vaccination status, health, size, temperament, behavioural history, and compatibility.

Meet in a safe place, supervise pets, use suitable restraints, and do not leave children or vulnerable persons unattended with an unfamiliar animal. Pawdli cannot guarantee the identity, conduct, health, suitability, or compatibility of every participating person or animal.

3.6 Pet Podcast

The Pet Podcast may contain interviews, opinions, stories, and general guidance from veterinarians, trainers, pet parents, and guests. It is educational and informational and must not be relied upon as an individual diagnosis, prescription, treatment plan, or emergency instruction.

Guest opinions are their own and do not necessarily represent Pawdli. Mentioning a product, treatment, or organisation does not constitute a guarantee or endorsement unless expressly stated.

3.7 Meet A Vet

Meet A Vet allows users to book consultations with qualified veterinary professionals made available through Pawdli. You must provide complete and accurate information concerning the pet's symptoms, history, medications, diet, age, breed, behaviour, and previous treatment.

Remote consultations have limitations. A veterinarian may require an in-person examination, diagnostic testing, referral, or emergency visit before giving a diagnosis or treatment. Pawdli does not guarantee a cure, recovery, diagnosis, prescription, or particular outcome.

Meet A Vet is not an emergency service. If an animal has severe bleeding, breathing difficulty, poisoning, seizures, loss of consciousness, major trauma, extreme pain, inability to urinate, or another urgent condition, immediately contact the nearest veterinary hospital or emergency veterinary service.

3.8 Pet Store

The Pet Store provides pet products offered by Pawdli. We aim to present product descriptions, photographs, ingredients, sizes, prices, and availability accurately; however, minor packaging, colour, or appearance differences may occur.

You are responsible for confirming that a product is suitable for your pet's species, age, size, allergies, dietary needs, and health. Consult a veterinarian before using supplements, medicated products, specialised diets, or products relating to a health condition.

We may limit quantities, correct genuine pricing or description errors, reject an order, or cancel an unavailable order. If Pawdli cancels a paid order, the applicable amount will be refunded.

4. Accounts and Security

You agree to provide truthful information, protect your login credentials, promptly report suspected unauthorised access, and accept responsibility for activity through your account except where caused by Pawdli's failure to maintain reasonable security.

You must not impersonate another person, create a misleading account, or access another person's account without permission. Pawdli may request identity, address, ownership, professional, health, or payment-related verification where reasonably required.

5. Bookings and Appointments

Bookings are subject to staff, professional, animal, location, and time-slot availability and become confirmed only when Pawdli sends a confirmation.

You must attend or join at the scheduled time. Late arrival may reduce the session time and may be treated as a missed appointment.

Pawdli may reschedule or cancel a booking because of illness, emergencies, animal-welfare concerns, professional unavailability, unsafe conditions, technical issues, or circumstances beyond reasonable control.

6. Prices and Payments

Prices will be displayed before checkout. Unless stated otherwise, amounts are in Indian Rupees. Applicable taxes, delivery charges, and other fees will be displayed before payment.

Payments may be handled by authorised third-party payment providers, whose own terms and privacy practices may apply. You agree to provide valid payment information and authorise collection of the displayed amount.

7. Seven-Day Cancellation, Return and Refund Policy

This section is Pawdli's cancellation, return, and refund policy. There is no separate refund-policy page.

7.1 Refund Request Period

A refund, return, or cancellation request must be submitted within 7 calendar days of:

• the payment date for a booking or digital service; or
• the delivery date for a physical Pet Store product.

Requests made after this seven-day period may be rejected unless applicable law requires otherwise.

7.2 Service Bookings

A booking is eligible for cancellation and refund within the seven-day request period only if the service has not started, been completed, or been substantially provided.

A completed session, attended appointment, downloaded or accessed paid digital content, or missed appointment is normally not refundable. Pawdli may offer rescheduling or a refund when Pawdli cancels the service or cannot provide it as confirmed.

7.3 Pet Store Returns

To qualify for a return, a product must generally be unused, undamaged, and returned with its original packaging, accessories, labels, invoice, and proof of purchase.

For health, hygiene, and safety reasons, opened food, treats, medicines, supplements, grooming or hygiene products, personalised products, clearance items, and perishable products are not returnable unless they were delivered damaged, defective, expired, contaminated, or different from the product ordered.

Photographs, video, the order number, and other reasonable evidence may be required for damaged, defective, expired, missing, or incorrect items.

7.4 Adoption-Related Payments

An adoption application or donation does not guarantee approval. Any refundable adoption deposit or fee will be identified before payment. Amounts already used for documented vaccination, treatment, transport, verification, or other disclosed adoption expenses may be non-refundable to the extent permitted by law.

7.5 Processing Approved Refunds

Approved refunds will be initiated to the original payment method within 7 business days. Your bank or payment provider may require additional time to credit the amount.

To request a refund, email [Refund/Support Email] with your name, registered contact details, order or booking number, reason for the request, and relevant photographs or documents.

Nothing in this section restricts a consumer right or remedy that cannot legally be excluded under Indian law.

8. Product Delivery

Delivery dates are estimates and may be affected by availability, location, weather, courier delays, public restrictions, or circumstances beyond reasonable control.

You must supply a complete and accurate delivery address and contact information. Inspect the package promptly and report any missing, damaged, defective, expired, or incorrect product within the seven-day period described above.

9. User Content

"User Content" includes profiles, pet listings, photographs, videos, audio, reviews, comments, messages, stories, and other material submitted to Pawdli.

You retain ownership of your User Content. By submitting it, you grant Pawdli a non-exclusive, worldwide, royalty-free, transferable and sublicensable licence to host, store, reproduce, format, display, communicate, and use it to operate and improve Pawdli, display or promote the relevant listing or service, maintain safety, investigate complaints, and comply with law.

You confirm that you own the content or have permission to submit it, that it is accurate, and that it does not violate privacy, confidentiality, intellectual-property, publicity, or other legal rights. You must obtain consent before uploading another person's image or personal information.

10. Prohibited Conduct

You must not:

• abuse, neglect, exploit, injure, abandon, or unlawfully trade an animal;
• post a false listing or hide material health or behavioural information;
• use Pawdli for illegal breeding, animal fighting, trafficking, or fraudulent sales;
• harass, threaten, stalk, defame, discriminate against, or impersonate another person;
• upload unlawful, obscene, hateful, violent, fraudulent, misleading, or infringing content;
• publish another person's private information without authority;
• post fabricated reviews or manipulate ratings;
• introduce malware or attempt unauthorised access to accounts, systems, or data;
• scrape, reverse-engineer, interfere with, or overload the Platform except where allowed by law; or
• circumvent verification, safety, payment, or access controls.

11. Content Review and Enforcement

Pawdli may review, restrict, remove, preserve, or disclose content where reasonably necessary to enforce these Terms, protect people or animals, investigate suspected fraud or abuse, respond to lawful requests, or address privacy and intellectual-property complaints.

We may warn a user, restrict features, cancel a listing or booking, suspend an account, or permanently terminate access depending on the circumstances.

12. Reviews and Feedback

Reviews must describe genuine experiences and must not contain fabricated claims, threats, personal attacks, confidential information, advertisements, or irrelevant content. Pawdli may remove a review that violates these Terms but will not remove a review merely because it is negative.

If you voluntarily provide suggestions or feedback, Pawdli may use them without payment, provided we do not publicly identify you without permission.

13. Safety and Animal Welfare

Animal welfare takes priority over completing any booking, adoption, meeting, recording, activity, or transaction. You must treat all animals humanely and follow reasonable safety instructions.

Pawdli may contact veterinary services, emergency services, animal-welfare organisations, law-enforcement authorities, or another appropriate body where an animal or person may face immediate danger or where reporting is legally required.

14. Intellectual Property

The Pawdli name, logo, software, Platform design, graphics, text, audio, video, databases, and original content are owned by or licensed to Pawdli and protected by applicable law.

Pawdli grants you a limited, personal, revocable, non-exclusive, and non-transferable right to use the Platform for lawful personal purposes. You may not copy, sell, distribute, modify, license, or commercially exploit Pawdli content without written permission, except where allowed by law.

15. Privacy and Personal Data

Pawdli processes personal data in accordance with its Privacy Policy and applicable Indian law. Depending on your use, this may include account and contact details, identity documents, payment and transaction information, pet information, appointments, uploaded content, communications, device information, and location information.

You must not upload sensitive or personal information about another person unless you have lawful authority and a legitimate reason to do so.

16. Third-Party Services

Pawdli may use payment providers, delivery partners, maps, communication tools, streaming services, or links to external platforms. Their own terms and policies may apply. Pawdli is not responsible for their independent acts, content, availability, or security except where liability cannot legally be excluded.

17. Platform Availability

We do not guarantee uninterrupted access. The Platform may be unavailable because of maintenance, upgrades, internet or technical failures, emergencies, regulatory requirements, or circumstances beyond reasonable control.

Pawdli may modify, suspend, or discontinue a feature. If a material change affects a paid but unfulfilled service, an appropriate remedy will be provided as required by law.

18. Disclaimers

To the fullest extent permitted by law, general Pawdli content is informational, animals may behave unpredictably, and no online content can address every pet's individual circumstances.

Pawdli does not guarantee adoption approval, compatibility, recovery, therapeutic results, friendship matches, uninterrupted broadcasts, or suitability of every product for every animal. Testimonials and previous outcomes do not guarantee future results.

Nothing in these Terms excludes a warranty, duty, or consumer right that cannot legally be excluded.

19. Limitation of Liability

To the fullest extent permitted by law, Pawdli will not be liable for indirect, incidental, special, punitive, or consequential loss arising from use of the Platform.

For a claim involving a paid product or service, Pawdli's aggregate liability will ordinarily not exceed the amount paid for the product or service giving rise to the claim.

This limitation does not apply to fraud, wilful misconduct, gross negligence, liability that cannot be limited for death or personal injury, breach of a non-waivable consumer right, or any liability that applicable law prohibits Pawdli from excluding.

20. Indemnity

To the extent permitted by law, you agree to indemnify Pawdli against third-party claims and reasonable expenses arising from your unlawful use, unauthorised pet listing, materially false information, infringing User Content, deliberate animal abuse or exploitation, or material breach of these Terms.

This does not apply to the extent that a claim was caused by Pawdli's own breach, negligence, or unlawful conduct.

21. Suspension and Termination

You may stop using Pawdli and request account closure at any time. Pawdli may suspend or terminate access for a material or repeated breach, safety or animal-welfare risk, fraud, abuse, illegal activity, failed verification, or misuse of payments, refunds, bookings, or listings.

Immediate restriction may be imposed where necessary to prevent harm, secure the Platform, preserve evidence, or comply with law.

22. Complaints and Grievance Redressal

Please include your name, registered contact details, order, booking or listing reference, a description of the concern, and relevant supporting information.

23. Governing Law and Disputes

These Terms are governed by the laws of India. Before formal proceedings, you and Pawdli agree to attempt to resolve the dispute through written communication for at least 30 days unless urgent interim relief is required.

Subject to applicable consumer-protection law and any forum that cannot legally be excluded, courts located in [City, State, India] will have jurisdiction. An eligible consumer may approach a competent consumer commission or use any other remedy available under applicable law.

24. Changes to These Terms

Pawdli may update these Terms to reflect changes in services, safety practices, business arrangements, or legal requirements. Updated Terms will show a revised "Last updated" date.

If a change materially affects your rights or obligations, Pawdli will provide reasonable notice through the Platform, email, or another suitable method. Fresh consent will be obtained where required by law.

25. General Provisions

If any provision is invalid or unenforceable, the remaining provisions will continue to apply. Failure to enforce a provision does not waive the right to enforce it later.

You may not transfer your rights or obligations under these Terms without written permission. Pawdli may transfer its rights and obligations as part of a lawful merger, restructuring, sale, or business transfer, subject to applicable law.

These Terms, the Privacy Policy, and any service-specific agreement accepted by you form the agreement concerning your use of Pawdli.

26. Contact Us