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Terms of Service

Terms and Conditions for booking orders at PetVesta

IMPORTANT NOTICE: This Agreement is legally binding under the Indian Contract Act, 1872. By creating an account, making a booking, or using Petvesta, you agree to all terms herein. You must be at least 18 years of age. READ CAREFULLY BEFORE ACCEPTING — your acceptance of these terms constitutes a waiver of certain rights as detailed in Clause 7.

1. Nature of Petvesta — Marketplace Intermediary Status

CRITICAL LEGAL NOTICE: PETVESTA IS A TECHNOLOGY MARKETPLACE PLATFORM — NOT A PET CARE SERVICE PROVIDER. Petvesta does not employ, supervise, direct, or control Service Providers. Service Providers are independent third parties. The contract for pet care services is formed directly between the Pet Parent and the Service Provider. Petvesta's role is limited to facilitating this connection through its platform.

  1. Petvesta Private Limited ('Petvesta') operates exclusively as a technology-based marketplace intermediary under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 ('IT Rules 2021'). Petvesta is an 'intermediary' as defined under Section 2(1)(w) of the IT Act, 2000.
  2. Petvesta does not: (a) employ Service Providers; (b) direct or control the manner in which services are delivered; (c) guarantee outcomes of any pet care service; (d) represent or warrant the skill, competence, or conduct of any Service Provider beyond the verification steps described in Clause 3.3; or (e) assume vicarious liability for the acts or omissions of Service Providers.
  3. The service agreement for every booking is a bilateral contract between the Pet Parent and the Service Provider. Petvesta is not a party to that service contract. Petvesta's obligations to the Pet Parent are limited to: (a) facilitating the connection and booking; (b) processing payments; and (c) operating the grievance mechanism.
  4. Service Providers are required to enter into a separate Petvesta Service Provider Agreement ('SPA') before being listed on the platform. The SPA sets out the Service Provider's obligations, including minimum standards of care, insurance requirements, and conduct norms. The existence of the SPA does not create an employer-employee or principal-agent relationship between Petvesta and the Service Provider.
  5. By using the Petvesta platform, the Pet Parent expressly acknowledges and agrees to Petvesta's status as a marketplace intermediary and waives any claim that Petvesta is a direct service provider or employer of Service Providers.

2. Services — Scope & Booking

  1. Petvesta connects Pet Parents with verified Service Providers including Pet Sitters, Dog Walkers, Pet Boarders, Groomers, and Veterinary Practitioners (collectively, 'Service Providers').
  2. All services must be booked exclusively through the Petvesta app or website. Petvesta does not guarantee the availability of any specific Service Provider at any given time.
  3. The Pet Parent agrees to provide accurate, complete, and current information during booking including pet health, behaviour, dietary needs, and any conditions that may affect the safety of the Service Provider or the pet.
  4. Misrepresentation of pet behaviour — particularly known aggression — constitutes a material breach of this Agreement and may result in immediate account suspension without refund.
  5. Services are categorised as: (a) Advance Bookings — booked more than 4 hours before service start; and (b) Instant / Same-Day Bookings — booked within 4 hours of service start, governed additionally by Schedule II.

3. Pet Parent Obligations

3.1 — Before Every Service

  1. Ensure the pet is up to date on all vaccinations required for the service type booked.
  2. Provide written feeding instructions, dietary restrictions, and medication schedules.
  3. Inform the Service Provider of any behavioural issues, triggers, or past incidents (bites, aggression, escape attempts).
  4. Ensure the pet is free of infectious illness at the time of service.
  5. Provide adequate food, treats, medication, and supplies for the agreed service duration, with a buffer.
  6. Ensure the pet wears a collar with a legible ID tag and registered mobile number.

3.2 — Health & Vaccination

  1. Maintain all vaccinations per the schedule recommended by a qualified veterinarian.
  2. For boarding and group services: provide a valid vaccination certificate not older than 12 months.
  3. If the pet has recently been ill, undergone surgery, or been exposed to an infectious disease, inform Petvesta and postpone the booking until medically cleared.
  4. Disclose all ongoing medical conditions and current medications without omission.

3.3 — Home Maintenance (In-Home Services)

  1. Ensure the home is clean, safe, and hazard-free prior to the Service Provider's arrival.
  2. Secure or clearly label all toxic substances, sharp objects, cleaning chemicals, and medicines.
  3. Inform the Service Provider of any faulty appliances, structural hazards, or safety risks.
  4. Ensure reliable access: working gate/entry codes, functioning keys, and backup access arrangements.
  5. Ensure all pets other than the booked pet are secured or their presence disclosed.
  6. The home must not expose the Service Provider to health risks. Pet Parents with known pest infestations or mould hazards must remediate prior to booking in-home services.

3.4 — During the Service

  1. Remain reachable on the registered mobile number throughout the service duration.
  2. Respond to Petvesta or Service Provider communications within 30 minutes during active bookings.
  3. In the event of a pet emergency, authorize veterinary treatment (costs at Pet Parent's expense) if unreachable.
  4. Not return home unexpectedly during an overnight booking without prior notice to the Service Provider.

3.5 — After the Service

  1. Return key/lockbox access materials promptly upon request or at service end.
  2. Provide honest feedback and ratings on the Petvesta platform within 48 hours of service completion.
  3. Report any concerns, incidents, or property issues to Petvesta within 24 hours of service end.

4. Home Access — Terms & Conditions

  1. The Pet Parent expressly grants Petvesta's verified Service Providers the right to enter and access their home solely for the purpose of delivering the booked pet care service.
  2. Home access is limited to areas necessary for pet care, areas designated by the Pet Parent, and emergency access in case of a suspected pet health crisis.
  3. The Pet Parent acknowledges that Petvesta conducts reasonable verification steps on Service Providers; however, the Pet Parent is encouraged to verify the Service Provider's Petvesta ID badge at every visit.
  4. The Service Provider shall not: access restricted rooms, use the Pet Parent's personal belongings, allow unauthorised individuals into the premises, or remain in the home beyond the booked service duration.
  5. Access credentials shared via the Petvesta platform are stored securely and may not be replicated or retained by the Service Provider after service ends.
  6. The Pet Parent shall ensure working smoke detectors, fire extinguishers, and emergency exits are functional. In a home emergency, the Service Provider's first obligation is the safety of themselves and the pet.
  7. The Pet Parent indemnifies Petvesta and the Service Provider against pre-existing property damage, defects, or hazards not disclosed at the time of booking.

5. Pet Welfare & Legal Responsibilities

  1. The Pet Parent confirms they are the legal owner or lawful custodian of the pet(s) and are fully responsible for the pet's conduct, health, and welfare.
  2. The Pet Parent acknowledges the following obligations under Indian law:

Statute

Pet Parent Obligation

  1. Prevention of Cruelty to Animals Act, 1960

Ensure adequate food, water, shelter, and veterinary care; never subject the pet to cruelty, neglect, or unnecessary pain.

2. Municipal Corporation Regulations (City-Specific)

Register the pet where required; obtain and display a valid dog licence; pay applicable fees annually.

3.Indian Penal Code / BNS 2023

Owner is liable if pet causes injury to persons or property; keep pets leashed/restrained in public spaces.

4. Wildlife Protection Act, 1972

Petvesta does not service wildlife or exotic/protected species. Pet Parent confirms pet is a lawfully kept domesticated animal.

5. Consumer Protection Act, 2019

Pet Parent may file complaints through Petvesta's grievance mechanism or the National Consumer Helpline.

6. The Pet Parent shall ensure their pet has a valid anti-rabies vaccination at all times. A pet that has bitten or scratched a Service Provider must be presented for veterinary evaluation at the Pet Parent's cost within 24 hours.

7. The Pet Parent shall not book services for a known-aggressive pet without prior written disclosure and written approval from Petvesta. Failure to disclose known aggression resulting in injury makes the Pet Parent fully and exclusively liable for all consequences.

6. Payments, Cancellations & Refunds

  1. All payments must be made exclusively through the Petvesta platform. Direct payments to Service Providers are prohibited and void any liability or cover offered by Petvesta.
  2. Service fees are as displayed on the Petvesta app at the time of booking, inclusive of applicable GST.
  3. Petvesta reserves the right to charge an additional fee for services extended beyond the booked duration.
  4. In the event of early pickup, no partial refund applies for remaining booked hours.
  5. The cancellation policy below applies to Advance Bookings. For Instant / Same-Day Bookings, refer to Schedule II, Clause S2.

6.6 — Cancellation Policy (Advance Bookings)

Cancellation Timeline

Refund / Charge

  • More than 48 hours before service -Full refund to original payment method
  • 24–48 hours before service -50% refund; 50% cancellation fee applies
  • Less than 24 hours before service -No refund; full service fee charged
  • No-show by Pet Parent - Full service fee charged; no refund
  • No-show by Petvesta provider - Full service fee refunded to Pet Parent

7. Veterinary Emergency Authorisation

  1. The Pet Parent authorises Service Providers to seek emergency veterinary care if the Pet Parent cannot be reached within 30 minutes of an urgent medical situation.
  2. All emergency veterinary costs are borne exclusively by the Pet Parent. Petvesta and the Service Provider bear no financial liability for emergency medical expenses.
  3. By accepting these Terms, the Pet Parent grants the following emergency authorisations: (a) transport to the nearest registered veterinary clinic; (b) basic first aid and stabilisation; (c) diagnostic tests up to INR 5,000 without prior approval; (d) emergency surgery if the pet's life is at immediate risk and the Pet Parent is unreachable.

8. Liability, Indemnity & Disclaimer — CRITICAL CLAUSES

MANDATORY DISCLAIMER: PETVESTA IS A MARKETPLACE INTERMEDIARY. IT IS NOT RESPONSIBLE FOR THE ACTS, OMISSIONS, NEGLIGENCE, OR MISCONDUCT OF SERVICE PROVIDERS. PET PARENTS CONTRACT DIRECTLY WITH SERVICE PROVIDERS. BY USING PETVESTA, PET PARENTS EXPRESSLY ACKNOWLEDGE THIS STRUCTURE AND WAIVE CLAIMS AGAINST PETVESTA ARISING FROM SERVICE PROVIDER CONDUCT.

  1. Petvesta's liability is strictly limited to its role as a platform operator. Petvesta does not warrant, represent, or guarantee: (a) the quality, safety, suitability, or outcome of any service; (b) the accuracy of Service Provider profiles, ratings, or reviews; (c) the fitness of a Service Provider for a specific pet's needs; or (d) the result of any veterinary referral or treatment.
  2. The Pet Parent indemnifies and holds Petvesta, its directors, officers, employees, and agents harmless against all claims, damages, losses, costs, and expenses (including legal fees) arising from: (a) undisclosed pre-existing medical conditions of the pet; (b) undisclosed known aggression or dangerous behaviour; (c) inaccurate or incomplete registration/booking information; (d) pre-existing home hazards not disclosed before service; (e) pet-caused injuries to the Service Provider or third parties; (f) the Pet Parent's breach of any term of this Agreement.
  3. If the pet causes injury to the Service Provider, another animal, or a third party, the Pet Parent bears full and exclusive liability for all medical, legal, and compensatory costs. Petvesta bears no liability in such circumstances.

LIABILITY CAP & EXCLUSIONS: 8.4 — Petvesta's maximum aggregate liability to the Pet Parent for any and all claims arising from a specific booking shall not exceed the total service fee paid by the Pet Parent for that specific booking. 8.5 — Petvesta shall under no circumstances be liable for: (a) indirect, consequential, incidental, punitive, or special damages; (b) loss of profit, revenue, data, or goodwill; (c) emotional distress or grief arising from pet injury, illness, or death; (d) damages arising from force majeure events. These exclusions apply even if Petvesta has been advised of the possibility of such damages.

  1. Petvesta does not provide veterinary, medical, or professional animal behaviour advice. Any content on the platform is for general guidance only and does not constitute professional advice.

CONSUMER PROTECTION ACT, 2019 — COMPLIANCE NOTICE: Petvesta operates in full compliance with the Consumer Protection Act, 2019. Pet Parents are entitled to: (a) file complaints with Petvesta's designated Grievance Officer within 48 hours of a service event; (b) escalate to the National Consumer Helpline (1800-11-4000) or relevant Consumer Disputes Redressal Commission if unresolved. The liability cap in Clause 8.4 does not extinguish the Pet Parent's statutory rights under consumer law. Where any term of this Agreement conflicts with a mandatory provision of the Consumer Protection Act, 2019, the statutory provision shall prevail.

8.7 — Insurance & Risk Mitigation

  1. Petvesta strongly recommends that Pet Parents obtain comprehensive pet insurance covering: (a) veterinary emergencies and hospitalisation; (b) third-party liability for pet-caused injuries or property damage; (c) loss or theft of pet; (d) accidental death of pet.
  2. Service Providers listed on Petvesta are required under the Service Provider Agreement to maintain personal accident insurance and, where applicable, professional liability coverage. However, Petvesta does not guarantee the adequacy or continuity of such coverage and bears no liability for gaps in a Service Provider's insurance.
  3. Pet Parents booking services where the pet will be transported (e.g., to a vet or groomer) are specifically advised to ensure their pet insurance covers transit-related incidents.
  4. Petvesta may, at its discretion, offer platform-level service guarantee products or partner insurance schemes. These are voluntary, separately priced, and governed by their own terms. Petvesta makes no representation as to the scope or adequacy of such products.

9. Privacy, Data & Platform Conduct

  1. By registering on Petvesta, the Pet Parent consents to the collection and processing of personal and pet-related data in accordance with Petvesta's Privacy Policy and the Digital Personal Data Protection Act, 2023.
  2. The Pet Parent's home address, access codes, and personal information shall be shared with the assigned Service Provider only for the duration of the booked service.
  3. The Pet Parent may request access, correction, or deletion of personal data by contacting Petvesta's Data Protection Officer at the registered grievance email address.
  4. The Pet Parent agrees not to: (a) post false or defamatory reviews; (b) circumvent the platform by arranging direct payments or services outside Petvesta; (c) misuse the platform for purposes other than legitimate pet care bookings; (d) share login credentials with third parties; (e) photograph or record Service Providers without consent.

10. Prohibited Conduct & Account Suspension

  1. The following constitute material breach and may result in immediate account suspension without refund:
  2. Providing false vaccination certificates or fraudulent pet health records.
  3. Booking services for a dangerously aggressive pet without prior written disclosure.
  4. Physical, verbal, or psychological harassment of any Service Provider.
  5. Soliciting a Service Provider to work outside the Petvesta platform.
  6. Deliberately false reviews or abuse of the rating system.
  7. Granting home access to an unauthorised third party using Petvesta-facilitated credentials.
  8. Any form of animal abuse, including instructing a Service Provider to act contrary to the pet's welfare.

11. Grievances, Disputes & Governing Law

  1. Complaints must be reported to Petvesta's Grievance Officer within 48 hours of a service event through the app or registered email address. Petvesta will investigate within 7 working days.
  2. Unresolved disputes shall be submitted to mediation. If mediation fails within 30 days, disputes shall be resolved by arbitration under the Arbitration and Conciliation Act, 1996, with a sole arbitrator appointed by mutual consent.
  3. The seat of arbitration shall be Hyderabad, India. Proceedings shall be conducted in English.
  4. This Agreement is governed by Indian law. The courts of Hyderabad have exclusive jurisdiction over disputes not referred to arbitration.
  5. Nothing in this Agreement limits the Pet Parent's right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

12. Term & Termination

  1. This Agreement remains in force from digital acceptance until terminated.
  2. Either party may terminate by providing 15 days' written notice. Active bookings at termination shall be honoured or cancelled per Clause 6.
  3. Petvesta may suspend or terminate without notice on material breach as per Clause 10.

13. Miscellaneous

  1. This Agreement supersedes all prior oral or written understandings between Petvesta and the Pet Parent.
  2. Petvesta may update these terms from time to time with notification via registered email or app. Continued use constitutes acceptance.
  3. Severability: If any provision is found invalid or unenforceable, the remainder continues in full force.
  4. This Agreement is personal to the Pet Parent and may not be assigned or transferred.
  5. Any waiver must be in writing and does not constitute a waiver of any other right.
  6. Force Majeure: Petvesta shall not be liable for delay or failure caused by circumstances beyond its reasonable control including natural disasters, pandemics, government orders, or platform outages.
  7. Digital Acceptance: This Agreement is deemed accepted when the Pet Parent ticks the acceptance checkbox, completes registration, or makes a booking. No physical signature or stamp paper is required under the Information Technology Act, 2000.
  8. Age Eligibility: The Pet Parent confirms they are at least 18 years of age and legally competent to enter a binding contract under the Indian Contract Act, 1872.

SCHEDULE II — Instant & Same-Day Booking Terms

Applicable to: Dog Walking | Pet Sitting | Pet Grooming

Effective Date: 1 May 2025| Forms part of the Petvesta Pet Parent Agreement

SCHEDULE NOTICE: This Schedule II forms an integral part of the Petvesta Pet Parent Agreement and must be read together with the main Agreement. Where any clause of this Schedule conflicts with the main Agreement, this Schedule shall prevail for Instant / Same-Day Bookings only. All other clauses of the main Agreement remain in full force.

S1. Scope & Definition of Instant / Same-Day Bookings

  1. An Instant / Same-Day Booking is any service booked within 4 hours of the requested service start time.
  2. Services covered: Dog Walking, Pet Sitting (drop-in visits up to 4 hours), and Pet Grooming (mobile or salon).
  3. Services NOT covered (governed solely by main Agreement): Overnight Boarding, Extended Pet Sitting (more than 4 hours), and Veterinary Consultations.
  4. Petvesta does not guarantee provider availability for Instant / Same-Day Bookings.
  5. By placing an Instant / Same-Day Booking, the Pet Parent confirms acceptance of both this Schedule and the main Agreement.

S2. Cancellation & Refund Policy (Instant / Same-Day Bookings)

The following replaces Clause 6.6 of the main Agreement for Instant / Same-Day Bookings:

Cancellation Timeline

Refund / Charge

  1. Cancelled before provider is assigned -Full refund to original payment method
  2. Cancelled within 60 min of assignment, more than 1 hour before service- Full refund to original payment method
  3. Cancelled less than 1 hour before service start -No refund; full service fee charged
  4. Cancelled after service has commenced - No refund; full service fee charged
  5. No-show by Pet Parent -Full service fee charged; no refund
  6. No-show or cancellation by Petvesta provider - Full refund; priority rebooking offered
  7. Refunds shall be processed within 5–7 working days to the original payment method.
  8. Petvesta credits may be offered in lieu of refunds at Petvesta's discretion.

S3. Pre-Service Requirements (Simplified for Instant Bookings)

S3.1 — In-App Self-Declaration (Replaces Written Pre-Service Checklist)

The Pet Parent must complete the in-app self-declaration at booking, confirming:

  1. My pet's vaccinations are current and I can provide a certificate if requested.
  2. I have disclosed all known medical conditions and medications in my pet's Petvesta profile.
  3. I have disclosed any known behavioural issues or aggression in my pet's profile.
  4. My pet does not have any active infectious illness at the time of this booking.
  5. I am reachable on my registered mobile number throughout the service duration.
  6. My pet is wearing a collar with an ID tag and my registered mobile number.

S3.2 — Vaccination Requirements

  1. For Dog Walking and Pet Sitting bookings, a certificate upload is not mandatory at booking, provided the Pet Parent's Petvesta profile reflects current vaccination status.
  2. For Pet Grooming, the groomer may request sight of a current vaccination record. The Pet Parent must provide this on request or service may be declined. No refund applies if service is declined for failure to produce vaccination proof.
  3. The Pet Parent remains fully liable for any disease transmission arising from an unvaccinated pet. This exemption does not waive Clause 5.3 of the main Agreement.

S3.3 — Verbal or In-App Handover Instructions

  1. For Instant / Same-Day Bookings, feeding instructions and care notes may be communicated verbally at handover or via in-app chat. Critical requirements should be sent via in-app chat to create a verifiable record.

S4. Response Time Obligations

The following replaces Clause 3.4(b) of the main Agreement for Instant / Same-Day Bookings:

  1. The Pet Parent must respond to any communication from the Service Provider or Petvesta within 10 minutes during an active Instant / Same-Day service.
  2. If unreachable for more than 10 minutes during a service emergency, the Service Provider may take reasonable decisions in the pet's best interest, including seeking veterinary assistance per Clause 7 of the main Agreement.
  3. For grooming, if the groomer identifies a health concern mid-session and the Pet Parent does not respond within 10 minutes, the groomer may pause or discontinue service. No refund applies in such circumstances.

S5. Service-Specific Conditions

S5.1 — Dog Walking

  1. The pet must be leashed and ready at the agreed pickup location at the booked time. Delays over 10 minutes without notice may result in the booking being marked as a no-show.
  2. The Service Provider may decline to proceed if the pet exhibits aggressive behaviour at collection. The full service fee shall be charged and no refund shall apply.
  3. Live GPS tracking, where available, is a convenience feature and does not constitute a guarantee of route or duration.

S5.2 — Pet Sitting (Drop-In Visits)

  1. Drop-in visits are limited to 4 hours per booking. Bookings over 4 hours are Extended Pet Sitting, governed by the main Agreement.
  2. Home access must be arranged as per Clause 4 of the main Agreement prior to the Service Provider's arrival.
  3. The Service Provider will provide a post-visit report via the Petvesta app within 30 minutes of completing the visit.

S5.3 — Pet Grooming

  1. The Pet Parent must disclose any skin conditions, allergies, injuries, or product sensitivities at booking via the pet's Petvesta profile or in-app chat.
  2. Grooming outcomes may vary and do not constitute a service deficiency unless the Service Provider has demonstrably deviated from explicit written instructions.
  3. Additional charges may apply for severe matting, excessive coat length, or special treatments not disclosed at booking. The Pet Parent's consent is required before any additional charge is applied.
  4. The Pet Parent must collect the pet within 30 minutes of being notified that grooming is complete. Delayed collection may incur a holding fee at the groomer's applicable rate.

S6. Liability — Instant / Same-Day Bookings

  1. All liability provisions of Clause 8 of the main Agreement apply in full to Instant / Same-Day Bookings.
  2. The Pet Parent acknowledges that reduced pre-service documentation under this Schedule increases the Pet Parent's own responsibility to ensure the pet is safe, healthy, and suitable for the booked service.
  3. Petvesta shall not be liable for any adverse outcome arising from information not disclosed in the Pet Parent's pet profile or not communicated to the Service Provider prior to service commencement.
  4. The Service Provider retains the right to refuse service at any Instant / Same-Day booking if the pet is assessed to be unwell, aggressive, or unsuitable. The full service fee shall be charged in such cases.

S7. Clause Override Summary

The following table summarises Schedule II overrides for Instant / Same-Day Bookings:

Main Agreement Clause subject to Schedule II Override

  • Clause 3.1 Pre-service checklist - Replaced by S3.1 in-app self-declaration
  • Clause 3.2 Vaccination certificate -Replaced by S3.2 (profile-based declaration)
  • Clause 3.4(b) 30-min response time - Replaced by S4.1 (10-min response time)
  • Clause 6.6 Cancellation policy -Replaced by S2 cancellation policy
  • All other clauses - All other obligations remain in full force and effect