Data Privacy & Protection Policy

The Warmpawz mobile application and related web platform ("Platform") are owned and operated by WHISTLEFETCH TECHNOLOGIES PRIVATE LIMITED, a company incorporated under the Companies Act, 2013, having its registered office at IndiQube South Mile, #17 & 17/1, South End Road, Vijayarangam Layout, Basavanagudi, Bangalore – 560 004, Karnataka, India ("WTPL").

This Privacy Policy ("Privacy Policy") sets out, in a clear and concise manner, how we collect, use, process, store and protect information obtained from or about you when you access or use the Platform. You are advised to read this Privacy Policy carefully. This Privacy Policy applies to all users and visitors of the Platform. By accessing or using the Platform through any computer, mobile phone, tablet or any other device (collectively, "Device"), you acknowledge that you have read, understood and consent to the practices described in this Privacy Policy.

For the purposes of this Privacy Policy, references to "we", "us" and "our" shall mean WTPL, and references to "you" and "your" shall mean any user, visitor or service provider who accesses or uses the Platform.

PERSONAL DATA WE MIGHT COLLECT FROM YOU

We may collect the following personally identifiable information, including but not limited to:

  • name including first and last name; age and gender;
  • email address;
  • mobile number and contact details;
  • address and postal code;
  • pet details; and
  • such other information as we may request from you from time to time.

We may also collect information pertaining:

  • the links you click on this Platform;
  • the number of times you access the Platform's page/portal;
  • Your location and real-time tracking only while certain Services are active such as pet walking, grooming, doorstep delivery only when the service provider has marked themselves as "on duty" or "service in progress";
  • billing name, billing address and payment method when you engage in a transaction; and
  • the number of times you have interacted on this Platform.

For the avoidance of doubt, we will NEVER collect any confidential financial details you may provide on our App. All payment information barring the aforesaid (i.e. billing name, address and payment method) will be obtained and processed by our online payment gateway partner and by our banking partner.

We do not knowingly collect any personal data from persons below the age of 18 years. If we become aware that our database includes information of a user who is below the age of 18 years, we will promptly erase such information. We would propose that a parent or legal guardian of such persons register on the Platform and access the offerings on the Platform on behalf of such persons.

PURPOSE AND METHOD OF PROCESSING

Your personal data is processed to enable the smooth and efficient functioning of the Platform and to provide you with a secure, customized, and reliable experience. This includes creating and managing your account, facilitating purchases, coordinating with service providers, and completing transactions, refunds, and related payment activities. We also use your information to communicate essential updates, confirmations, reminders, alerts, security notices, and service-related information through email, SMS, phone calls, in-app notifications, or other electronic means.

Your data may be processed to perform contractual obligations arising from bookings or other engagements made through the Platform, to respond to and manage queries or requests, to provide customer support, and to ensure compliance with verification requirements including identity and license checks. We may also use your information to offer you updates about products, services, events, or promotions that are similar to what you have already engaged in, unless you choose to opt out. If you have any questions in relation to the manner in which your data is being processed, you can contact the Grievance Officer.

Additionally, your data may be used to analyze usage patterns, measure service performance, monitor trends, improve Platform features, evaluate promotional effectiveness, enhance user experience, maintain security, prevent fraud or misuse, and ensure the overall integrity and lawful operation of the Platform. Processing may be automated or manual and is carried out through secure digital systems by authorized personnel only.

STORAGE, SECURITY AND RETENTION

All personal data is stored on secure digital infrastructure operated by reputable cloud service providers. We use recognized security safeguards, including encryption, restricted system access, audit logs, and continuous monitoring. Data is retained only for as long as required for operational, legal, and regulatory purposes. When data is no longer required, it is securely erased or anonymised. Access to personal data is strictly limited to authorised personnel and service providers who require it for legitimate business purposes.

In the event Your account remains inactive for a period as set out under applicable law, WTPL may provide you 48 hours' prior notice before the expiry of such period. You may, before the expiry of this notice period, log in to your account, contact WTPL for fulfilment of a specified purpose, or exercise any of your rights in relation to the processing of such personal data. In the absence of such communication from You, we shall erase Your data.

To promote transparency and ensure that Users are informed about the manner in which their data is protected, the Chief Product Officer ("CPO") of WTPL will periodically publish the security standards, controls, and technical operating procedures adopted by WTPL for the storage, processing, protection, and handling of personal data. These security practices, including applicable protocols and updates, will be made available through a dedicated link accessible on the Platform. It can be accessed here [●].

YOUR RIGHTS

You may request access to your personal data, ask for corrections to inaccurate information, or request erasure of data that is no longer required for lawful purposes. Where processing is based on your consent, you may withdraw such consent at any time without affecting prior lawful processing, including consent to share location. However, certain Services may not be enabled without such information/consent. You may also request account closure, raise concerns regarding data handling, or seek further information about your data stored with us by contacting our Grievance Officer, whose contact details are provided hereinbelow. We may undertake reasonable verification to confirm your identity before fulfilling such requests.

You may, in accordance with applicable law and the Terms of Use of WTPL, nominate one or more individuals to exercise your rights on your behalf. Such nomination shall be made at the time of creation of Your account in the Platform and shall be subject to the procedures and particulars required by WTPL for validating such nomination.

THIRD-PARTY INTEGRATIONS AND DATA SHARING

We may share your data with trusted third parties such as payment processors, cloud hosting providers, communication service partners, verification agencies, and other vendors who support the functioning of the Platform. WTPL shall take all the reasonable steps to ensure that all such third parties maintain adequate technical and organisational measures to protect personal data from unauthorised access, disclosure, alteration, or misuse.

DATA SHARING WITH SERVICE PROVIDERS

In order to enable fulfilment of bookings and orders, to provide the services that users request on the Platform, certain personal data of users such as name, contact details, address, pet information, service preferences, and any other details reasonably required for performance may be shared with the relevant service provider engaged by the user. Service providers may use such information solely for delivering the requested service, communicating with the user for coordination, and completing the service transaction.

Service providers are contractually bound to maintain confidentiality, refrain from unauthorised use or disclosure of such data, and comply with all applicable data-protection obligations while handling user information. WTPL does not permit service providers to use user data for any promotional or independent business purpose unrelated to the service being fulfilled. Any misuse or unauthorised access by a service provider shall be treated as a breach of the service provider's terms and may result in suspension, termination, or legal action, in addition to any statutory consequences.

In order to serve you better and to maintain compliance with applicable laws, please promptly inform us in case of any misuse of your personal data or unacceptable or irresponsible behaviour by the relevant service providers. Once you are redirected or choose to access any service provider website, platform, service, or application (including those integrated into or accessible through the Platform), your access, usage, and data shall be governed solely by the terms, conditions, and privacy policies of such third party. WTPL does not endorse, control, or assume any responsibility or liability for the content, data handling practices, or policies of such third parties.

GRIEVANCE HANDLING

If a data breach affecting your personal data occurs, we will notify you promptly with relevant details and recommended steps. Where required, we will also notify the competent authority and take corrective action to mitigate the impact and prevent recurrence. For concerns, complaints, or requests regarding your personal data, you may contact our Grievance Officer at the details provided below. All complaints will be acknowledged and addressed within legally prescribed timelines. In addition, you may contact the Grievance Officer for any questions or clarifications regarding the collection, use, storage, or processing of your personal data.

Grievance Officer:
Email: grievance.officer@warmpawz.com

PROCESSING OF PERSONAL DATA OF PERSONS WITH DISABILITIES

Where consent is required on behalf of a person with disability who is unable to provide legally valid consent, the Platform may obtain verifiable consent from a lawful guardian. In such cases, the guardian must demonstrate legal authority, which may include verification through:

  • appointment orders issued by a court of law,
  • orders of a designated authority, or
  • details verified through a local level committee or other lawful mechanism prescribed under applicable laws.

Persons with disabilities may withdraw consent at any time. Upon withdrawal, access to Platform features may be limited or disabled in accordance with operational and legal requirements.

UPDATES TO THE PRIVACY POLICY

We may amend or update this Privacy Policy at any time. Any revisions will be reflected in the "Version Date" displayed above. We encourage you to review this Policy periodically to remain informed of any changes. We will notify you of any material changes required by law, but we advise periodically checking the App for updates. Your continued use of the Platform after a revised Privacy Policy has been posted will constitute your acknowledgement and acceptance of the updated terms.

GOVERNING LAW

This Policy is governed by Indian law. Any disputes arising from or connected to this Policy shall be adjudicated by a court having competent jurisdiction in India.

Service Provider Terms & Conditions

VERSION DATE: [Dec 12,2025]

By completing the onboarding form and using the Platform, you ("SP" or "You") agree to be bound by these Terms & Conditions ("Terms") with Whistlefetch Technologies Private Limited ("WTPL", "We", "Us").

1. THE PLATFORM & RELATIONSHIP

  • WTPL owns and operates the "warmpawz" platform (www.warmpawz.com and the mobile app, collectively the “Platform”). The Platform is an online intermediary and marketplace that connects end-users ("Users") with independent third-party SPs for pet-related goods and services ("SP Offerings").
  • The relationship between WTPL and the SP is on a principal-to-principal basis. You are an independent contractor, and these Terms does not create any partnership, agency, or employment relationship. You also agree that this engagement is on a non-exclusive basis and WTPL has the right to onboard other SP’s to provide same or similar services.

2. WTPL'S SERVICES

  • WTPL provides services that enable You to:
    • create an account and list your SP Offerings on the Platform.
    • communicate and transact with Users.
    • utilise WTPL's Payment Partner for payment collection.
  • WTPL acts solely as an online intermediary and does not provide, control, or guarantee any SP Offerings or their quality except in cases where WTPL in its sole discretion shall control and monitor. WTPL does not guarantee that Services will be uninterrupted or error-free.

3. SP ONBOARDING & COMPLIANCE

  • provide accurate and verifiable onboarding information relating to your business or profession (as applicable).
  • maintain all licenses, permits, registrations and certifications required for your service category (including Vet Council Registration, Drug License, FSSAI, Trade License, etc.).
  • ensure all documents remain valid throughout your relationship with WTPL. Lapse or invalidity may lead to suspension.
  • WTPL may verify documents and decline, suspend, or terminate the onboarding at its discretion.
  • WTPL may enable the SP to manage deliveries through integrated third-party logistics partners independently and at their own cost, WTPL shall not be held liable any acts or omissions by the delivery partners.

4. SP’S OBLIGATIONS & RESPONSIBILITIES

  • maintaining an accurate and up-to-date profile on the Platform, including SP Offerings and pricing. In case of change in SP Offerings and pricing You shall promptly inform us not less than 2 (two) days prior to such change in order to enable accuracy on our Platform in relation to the said SP Offerings.
  • In case of any change in your registration details including your credentials or constitution of the entity You shall promptly inform Us within 15 (fifteen) days from the date of such change. ensuring all listing descriptions, advertisements, communications and packaging are truthful, not misleading, and compliant with applicable laws relating to consumer rights, quality, safety, packaging and fair-trade practices including but not limited to the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and Indian Metrology Act, 2008.
  • the delivery, performance, and fulfilment of all confirmed orders or bookings. In the event of any no-show, non-performance, incomplete performance, or dispute arising out of the service delivery attributable to the SP, the SP shall issue a full refund of the applicable service charges to the affected User and WTPL, and the Platform shall be entitled to levy penalties on the SP in accordance with its policies.
  • ensuring professional conduct, quality of service, and safe/hygienic facilities.
  • the humane handling and care of all animals in accordance with the Prevention of Cruelty to Animals Act, 1960.
  • obtaining and maintaining adequate insurance (e.g., public liability, product liability, professional indemnity) at your own cost.
  • ensuring the confidentiality and security of the credentials provided to You for access to the Platform and the APIs or integration tools to manage listings, orders, inventory or analytics on the Platform and agree that the access shall not be used for any other purpose other than as permitted hereunder.

5. COVENANTS

  • The SP shall use the Platform solely for lawful business purposes and only for listing, managing, and fulfilling its approved offerings in compliance with applicable law, the Terms herein, and all policies issued by WTPL. The SP shall ensure that all listings, descriptions, pricing, availability information, and content uploaded on the Platform are accurate, lawful, complete, and do not infringe any third-party rights, and shall not list, offer, advertise, or provide any illegal, counterfeit, infringing, harmful, or prohibited goods or services.
  • The SP shall not scrape, copy, extract, misuse, or disclose any Platform and/or User data without authorization, nor interfere with, disrupt, or compromise the security, integrity, or proper functioning of the Platform in any manner.
  • The SP warrants that any feedback it submits (“User Feedback”) is lawful, does not infringe third-party rights, and that the SP has all necessary rights to provide it. WTPL may remove or restrict any User Feedback it considers unlawful, inaccurate, inappropriate, or in violation of these Terms. User reviews and ratings are independently submitted by Users, and WTPL acts only as an intermediary. The SP shall not post, solicit, influence, or manipulate reviews, and acknowledges that WTPL may moderate or remove reviews in accordance with law and Platform policies.
  • WTPL reserves the right to investigate any suspected violation of these Terms or applicable law and to take corrective or disciplinary action, including issuance of warnings, temporary suspension, modification or removal of listings, withholding of settlements, or permanent delisting of the SP, especially in cases of repeated complaints or conduct that poses risk to Users, animals, WTPL, or the Platform.
  • WTPL may, at its discretion, verify, reject, suspend, or delist any SP profile or listing without prior notice where it reasonably believes that such conduct or listing violates law, policy, or third-party rights; provided, however, that in cases of non-material breaches, WTPL may allow a 15 (fifteen) day cure period.
  • The SP acknowledges that WTPL may disclose verified information regarding the SP, including licenses, permits, registration numbers, or business identifiers, to Users where required under applicable law or for transparency.

6. PROHIBITED CONTENT & ACTIONS

  • You shall not list, post, upload, transmit, or otherwise make available any content that infringes upon the intellectual property rights of any person, including but not limited to patents, trademarks, copyrights, or proprietary rights.
  • is harmful, defamatory, obscene, pornographic, invasive of bodily or personal privacy, insulting or harassing on the basis of gender, libelous, racially or ethnically offensive, or otherwise unlawful or inconsistent with applicable laws.
  • violates any law currently in force in India.
  • pertains to illegal, counterfeit, or prohibited goods or services including selling insurance products on the Platform.
  • facilitates or encourages off-platform solicitation or diversion of Users.
  • promotes hate speech, disparages any individual or group, or incites discrimination based on race, ethnicity, or other protected characteristics.
  • encourages or relates to money laundering, gambling, or other unlawful financial activities.
  • misleads or deceives the recipient regarding the origin of the message or intentionally communicates false or misleading information that may reasonably be perceived as factual.
  • impersonates any individual or entity without authorization.
  • contains viruses, malicious code, or any software designed to disrupt, damage, or limit the functionality of any computer system or resource.
  • is knowingly false and published with intent to mislead, harass, or cause financial or reputational harm to any person, entity, or agency.
  • incites criminal activity, obstructs law enforcement investigations, or expresses contempt toward any nation.
  • is abusive, threatening, or inappropriate toward the SP, its employees, consultants, or technicians.
  • WTPL shall reserve all rights against You in such instances including blacklisting or other remedies provided under applicable law.

7. PAID PROMOTIONS

  • WTPL may, from time to time, offer SPs optional paid promotional services such as featured listings, sponsored placements, boosted visibility, or other advertising enhancements (“Paid Promotions”). Participation in Paid Promotions shall be entirely voluntary and subject to the specific commercial terms, pricing, duration, and conditions communicated separately by WTPL. All Paid Promotions shall be clearly marked as “Sponsored,” “Promoted,” or “Advertisement” in accordance with applicable law, including the Consumer Protection (E-Commerce) Rules, 2020, the Guidelines for Prevention of Misleading Advertisements, and the ASCI Advertising Code.
  • WTPL shall issue a valid tax invoice for any promotional fees charged. Paid Promotions shall not influence WTPL’s neutrality, Platform ranking algorithms (except as expressly disclosed), or its treatment of other non-participating SPs, and shall not modify the independent contractor status or obligations of the SP under these Terms.

8. FEES, PAYMENTS & SETTLEMENT

  • In consideration for the Services, You agree to pay:
    • Platform Subscription Fee: A recurring fee, payable in advance and non-refundable, as specified in Annexure A.
    • Commission: A percentage of each completed transaction, as specified in Annexure A, which WTPL will deduct from the settlement.
  • WTPL may modify fee structures, commission rates, settlement timelines, Paid Promotions, credits, or subscription packages upon 15 (fifteen) days’ notice. Continued use of the Platform after such notice constitutes acceptance of the revised terms.
  • All payments from Users will be collected via WTPL’s payment partner except where payments are made directly to the SP by the Users. WTPL will remit the net amount due (after deducting commission, TDS, chargebacks, etc.) to your designated bank account per the settlement timeline. You are solely responsible for filing and discharging all your taxes (e.g., GST).

9. DATA PROTECTION & CONFIDENTIALITY

  • SP shall ensure that all information, content, documents, and data submitted, uploaded, or entered into the Platform including service details, pricing, availability, qualifications, licenses, personnel information, and User-related data is true, accurate, complete, and current. The Service Provider shall promptly notify WTPL and update the Platform in the event of any change, inaccuracy, or omission in the data provided, and shall remain solely responsible for any consequences arising from incorrect, outdated, or misleading information.
  • You hereby agree to treat any data and information, whether written, oral or visual, disclosed to You or which comes into your possession or knowledge pursuant to your empanelment, as “confidential” and shall not disclose the same to others, except as may be required by law or as may be required to be disclosed on a "need-to-know" basis for implementing the Terms hereof. Further, You expressly agree that You will not, directly or indirectly through a third party, use such confidential information for commercial and/or non-commercial purposes. You hereby acknowledge that the User’s data and content will also be deemed to be confidential. You will take all reasonable precautions necessary to perpetually keep confidential and safeguard the confidentiality of WTPL’s and Users confidential information, including: (i) those taken by You to protect your own confidential information; and (ii) those which WTPL may reasonably request from time to time. User Feedback may be used by WTPL for monitoring, analytics, and service improvement, and will be processed in accordance with the Platform’s privacy policy. Such data may be aggregated or anonymised for display or analysis without identifying the SP. This Clause shall survive termination hereof and shall continue to be binding on You for a period of 5 (five) years from the date of termination.
  • With regard to personal data of the Users, SP shall implement and maintain adequate technical and organizational measures to protect against unauthorized or unlawful processing of such personal data and against accidental loss or destruction of, or damage to personal data. SP shall also ensure that its personnel, including third parties, execute appropriate confidential and data privacy agreements with respect to processing personal data, if any.
  • SP shall retain User’s personal data only for the purposes contemplated under this engagement. SP shall ensure that as soon as the specific purpose for which the User’s data was retained has been fulfilled (or the User has terminated its engagement with SP or WTPL, as the case maybe), SP shall erase all such data, and may retain a copy in order to ensure necessary compliance with all applicable law.
  • Further, SP agrees that, in the event of unlawful access to User’s personal data (“Data Breach”), SP shall, immediately within 24 (twenty four) hours from its awareness of such access, notify WTPL and the User of the Data Breach and carry out measures available or necessary to cease this unlawful access as well as to protect such personal data from any further unlawful access.

10. INDEMNITY

  • You ("Indemnifying Party") agree to indemnify, defend, and hold harmless WTPL, its directors, and employees ("Indemnified Party") from and against any and all claims, losses, liabilities, and expenses (including legal fees) arising from:
    • any breach of these Terms or your warranties;
    • any breach of applicable law and/or your failure to maintain appropriate licenses, permits and safeguards required to provide the goods/services;
    • any act, omission, or negligence by You or your personnel;
    • injury, death, or loss to any pet resulting from SP offerings;
    • product liability, defective goods, or any deficiency in your goods and/or services.
  • NOTWITHSTANDING AND WITHOUT PREJUDICE TO THE ABOVE, YOU AGREE THAT UNDER NO CIRCUMSTANCE SHALL WTPL BE LIABLE TO ANY USER OR OTHER THIRD PARTY OR YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, HOWSOEVER ARISING, WHETHER UNDER CONTRACT, TORT OR OTHERWISE, EVEN IF INFORMED ABOUT THE POSSIBILITY OF THE SAME.
  • To the fullest extent permitted by applicable law, the total aggregate liability of the SP and the Platform whether arising in contract, tort, negligence, or otherwise in connection with the services provided through the Platform, shall be strictly limited and capped to an amount not exceeding the total value of the goods or services sold or consumed which gave rise to such claim.
  • Notwithstanding the foregoing, there shall be no cap or limitation of liability of the SP in case of any prohibited actions undertaken by the SP specified in Clause 6 above.

11. INTELLECTUAL PROPERTY (IP)

  • WTPL owns all rights, title, and interest in the Platform and its IP. You are granted a limited, non-exclusive, revocable license to access and use the Platform solely for fulfilling transactions under these Terms.
  • WTPL may use the SP’s name, logo, trademarks, listings, photographs, service descriptions, and other content or materials uploaded or made available by the SP (“SP Content”) for the purpose of promoting the Platform, the SP’s offerings, or WTPL’s services across any media, including digital, print, social media, and marketing campaigns. By onboarding on the Platform, the SP grants WTPL a royalty-free, worldwide, non-exclusive licence to use, reproduce, display, communicate, and publish such SP Content for these promotional purposes, and confirms that such use shall not require further consent or compensation.

12. TERM & TERMINATION

  • These Terms shall commence on the date of execution and shall continue for a period of six (6) months, following which the Parties may mutually agree in writing to extend the term for such further period as they may determine.
  • WTPL may terminate immediately, with or without notice, if You (i) breach of the Terms herein, (ii) deficiency in your goods and/or services, (iii) engage in fraudulent or unlawful activity, or (iv) your required licenses are suspended or revoked.
  • Upon termination of your onboarding, You shall, to the extent feasible, complete all pending obligations to Users undertaken by You prior to the effective date of termination. Further, You hereby expressly agree not to disclose the disputes between You and WTPL, if any, and status thereof to the Users. Further, immediately upon termination, your name shall be removed from the list of onboarded SP’s set out in www.warmpawz.com

13. GOVERNING LAW & DISPUTE RESOLUTION

  • In case of default/breach of any of the Terms mentioned herein, WTPL shall, without prejudice to its rights to terminate your empanelment and/or seek damages, have the right to institute legal proceedings against You to enforce any other rights or remedies available to WTPL at law or equity, including temporary restraining order/preliminary injunction or specific performance in order to prevent, restrain or enforce against any further breach/default.
  • These Terms shall be governed by the laws of India. The courts in Bengaluru, Karnataka shall have exclusive jurisdiction over all disputes.

14. GENERAL

  • The Onboarding Form, these Terms along with any annexures (published on the Platform), constitutes the entire agreement and that these may be amended, from time to time, at WTPL’s discretion, whereupon the same shall also be binding on You with immediate effect.
  • For the avoidance of doubt, notices, updates, or communications transmitted by WTPL through the Platform dashboard, Seller Service Provider account, or the registered e-mail address of the Seller Service Provider shall constitute valid notice and the entire agreement clause of these Terms. The notice may be sent to WTPL to our registered address set out above.

End User Terms of Use

VERSION DATE: [Dec 12,2025]

1. INTRODUCTION

  • WHISTLEFETCH TECHNOLOGIES PRIVATE LIMITED (“Whistlefetch”, “Company”, “We”, “Us”, or “Our”), a private limited company incorporated in India under the Companies Act, 2013, owns and operates the online platform known as “Warmpawz”, accessible via the website www.warmpawz.com and the Warmpawz mobile application (collectively referred to as the “Platform”). The Company is the sole owner, operator, author, and publisher of the Platform.
  • The Platform operates as an online intermediary and marketplace, enabling registered end-users of the Platform (“User”, “You”, or “Your”) to connect with independent third-party service providers offering pet-related products, services, and solutions (“Service Providers” or “SPs”) through the Platform. The products and services offered by such SPs are referred to as “SP Offerings.”

2. ACCEPTANCE OF THE TERMS & CONDITIONS

  • These Terms of Use (“Terms”) govern Your access to, and use of the Platform and the SP Offerings made available through the Platform. By accessing, browsing, registering on, or otherwise using the Platform, You acknowledge that You have read, understood, and agreed to be bound by these Terms, including all additional policies, guidelines, and rules made available or published on the Platform from time to time (“Platform Policies”).
  • If You do not agree to these Terms or any applicable Platform Policies, You are advised NOT TO ACCESS OR USE THE PLATFORM OR THE SP OFFERINGS.
  • By accessing or using the Platform, You further consent to receive communications from the Company, including but not limited to service updates, transactional messages, promotional content, and marketing communications via email, SMS, phone calls, push notifications, or any other electronic or non-electronic medium. If You wish to opt out of promotional or marketing communications, You may do so by writing to the Company at the contact details provided under the Contact Us section of these Terms. However, You acknowledge and agree that certain transactional and service-related communications cannot be opted out of.
  • THESE TERMS: (I) WILL BE CONSIDERED TO BE AN ELECTRONIC RECORD UNDER THE RELEVANT PROVISIONS OF THE INFORMATION TECHNOLOGY ACT, 2000; (II) THE BHARATIYA SAKSHYA ADHINIYAM, 2023; AND (III) WILL NOT REQUIRE ANY PHYSICAL, ELECTRONIC, OR DIGITAL SIGNATURE BY THE COMPANY.

3. NATURE OF THE PLATFORM & LEGAL STATUS

  • The Platform functions as a "Two-Sided Marketplace" connecting Users with independent Service Providers. We are not the provider of the services (unless explicitly stated for specific Whistlefetch-branded services).
  • The Company acts as an "Intermediary" under Section 2(1)(w) of the Information Technology Act, 2000. Our role is limited to providing the technology infrastructure to facilitate transactions.
  • Service Providers are independent contractors. They are not employees, agents, joint venturers, or partners of Whistlefetch. The Company does not control the manner or method in which Service Providers perform their services.
  • The actual contract for the sale of services is directly between the User and the Service Provider. While the Company conducts reasonable due diligence on Service Providers at the time of onboarding to verify whether they hold the requisite qualifications, licences, and capabilities to perform the services, the Company will not be able to guarantee the performance, conduct, or service outcomes of any Service Provider or the quality of the products/services provided. Therefore, the Company assumes no liability for the same.

4. ELIGIBILITY & ACCESS TO THE PLATFORM

  • Access to and use of the Platform and the SP Offerings is permitted only to individuals who are 18 (eighteen) years of age or older and who are legally competent to enter into binding contracts under applicable laws. By accessing or using the Platform, You represent and warrant that You meet this eligibility requirement and are not restricted or prohibited from using the Platform under applicable law or due to any prior suspension or termination by the Company.
  • The Platform and its features may evolve over time, and the Company reserves the right to introduce new features, modify existing functionalities, or discontinue the Platform or any part thereof, whether permanently or temporarily, at its sole discretion. The Company may or may not provide prior notice of such changes.
  • The Company further reserves the right to restrict, suspend, or terminate access to the Platform for any User where such access is found to be in violation of these Terms, Platform Policies, applicable laws, or pursuant to any government, regulatory, judicial, or administrative direction.

5. ACCOUNT REGISTRATION AND USE

  • To access certain features of the Platform, including scheduling services with SPs or purchasing SP Offerings, You may be required to register and create a user account by providing Your name, contact information, and other details as may be requested by the Platform (“Account”).
  • You agree to ensure that all information submitted during Account creation or thereafter is true, complete, accurate, and current. You shall promptly update Your Account information in case of any changes. If We believe that any information provided by You is false, misleading, incomplete, or outdated, We may suspend or terminate Your Account and restrict access to the Platform.
  • At the time of creation of Your Account on the Platform, You shall also nominate one or more individuals to exercise rights on your behalf. Company has the right to subject You to the procedures and particulars required for validating such nomination.
  • You are solely responsible for maintaining the confidentiality and security of Your Account credentials, including login details and passwords, and for all activity carried out through Your Account. If You suspect any unauthorized use, You shall immediately notify the Company using the contact details provided on the Platform. The Company shall not be liable for any loss or damage arising from unauthorized access resulting from Your failure to keep Your login credentials secure.
  • You agree not to create more than one Account or use another person’s identity, information, or credentials to register or access the Platform. You further agree that Your Account is personal to You and may not be sold, assigned, shared, or otherwise transferred to any third party.
  • The Company reserves the right to deny registration, refuse service, or terminate existing Accounts at its sole discretion, including where User conduct is found to violate these Terms, applicable laws, or impacts the safety, integrity, or functioning of the Platform or its Users.

6. SCOPE OF SERVICES AND VERTICAL-SPECIFIC TERMS

The Platform enables Users to request or access a variety of pet-related products and services including veterinary teleconsultations, pet healthcare guidance, grooming and behavioural services, adoption and purchasing facilitation, boarding and day-care, as well as the purchase of pet food, accessories, medication and other retail items. The below vertical-specific terms shall apply depending on the nature of the service(s) being accessed.

  • 6.1. Adoption, Purchase and Procurement of Pets
    • Whistlefetch may assist Users in discovering breeders, adoption centres, or shelters. While Whistlefetch requires such entities to submit relevant documentation including registrations where legally mandated (such as KCI or State Animal Welfare Board certifications), the Platform does not independently audit, monitor, visit, inspect, verify conditions of breeding facilities, or evaluate animal treatment standards.
    • Whistlefetch does not guarantee the genetic lineage, pedigree, breed purity, temperament, behaviour, long-term health, training adaptability, or future medical conditions of any pet offered through the Platform. Any warranties, guarantees, post-purchase commitments, vaccinations, certifications, or health claims are solely between the User and the Service Provider (breeder or adoption entity, in this case). The Platform expressly prohibits any listings or facilitation of pets in violation of applicable animal welfare or breeding regulations, including but not limited to the Prevention of Cruelty to Animals (Dog Breeding and Marketing) Rules, 2017. Users are encouraged to report breeders or sellers suspected of violating applicable law or engaging in unethical practices.
  • 6.2. Veterinary Care, Teleconsultation & Pharmacy
    • Whistlefetch may enable Users to connect with qualified veterinarians or licensed clinics for teleconsultation services. All such teleconsultations are subject to applicable laws including but not limited to the Telemedicine Practice Guidelines, 2020, and any veterinary practice regulations in force. The consulting veterinarian shall in all circumstances retain full professional discretion in determining whether a condition can be appropriately assessed remotely or whether a physical examination is necessary.
    • Whistlefetch does not provide veterinary advice, diagnosis, treatment, prognosis, prescriptions, or care recommendations. Any diagnosis, treatment plan, medical information, medicine prescription, behavioural guidance, or follow-up instructions shared during a consultation are solely between You and the consulting veterinarian. The Platform is not suitable for emergency situations, including trauma, poisoning, seizures, respiratory distress, internal bleeding, severe allergic reactions, or any condition requiring urgent medical intervention. In such circumstances, You must seek immediate in-person veterinary care and Whistlefetch disclaims all liability for delays caused by reliance on the Platform.
    • Where the Platform allows purchase of veterinary medicines, including prescription-restricted medication, Users may be required to upload a valid veterinary prescription. The relevant pharmacist or licensed seller may reject or request validation of such prescription at their sole discretion. Prescription substitution, where permitted, may only be processed if the prescription expressly permits substitution, or upon issuance of a revised prescription by the treating veterinarian. Any drug-related information provided on the Platform is for informational purposes only and is not to be construed or relied upon as medical advice.
  • 6.3. Grooming, Behavioural Training, Walking, Sitting & Related Services
    • Where the Platform enables Users to engage groomers, trainers, walkers, sitters, or other pet service providers, Users acknowledge that interacting with animals carries inherent risks. Whistlefetch is not responsible for any harm, loss, injury, behavioural change, aggression, accidents, bites, scratches, property damage, escape incidents, allergic reaction, or emotional distress caused before, during, or after availing such services.
    • Certain services may require access to the User’s premises. The User agrees to ensure a safe environment free from hazards, abuse, harassment, unsafe handling requirements, or unlawful conduct. Service Providers may decline, discontinue, or withdraw services if they believe conditions are unsafe, unhygienic, hostile, or inappropriate.
    • Any representations made outside the Platform or during private communication shall not be attributed to Whistlefetch.
  • 6.4. Boarding & Day-Care Facilities
    • Whistlefetch may facilitate access to boarding services through independent third-party operators. Users may be required to provide documentation evidencing mandatory vaccinations, sterilisation (where applicable), or recent medical clearances prior to placement. Providers retain the right to refuse, cancel, or discontinue service if the pet appears sick, aggressive, contagious, unfit for boarding, or otherwise unsuitable for communal environments.
    • If a pet is not collected at the end of the agreed boarding duration and the User is unreachable after reasonable attempts of communication, the boarding provider may, in accordance with applicable laws and as a measure of last resort, transfer the pet to a recognised shelter, rescue organisation, or relevant authority. All operational, medical, legal, and logistical costs associated with such action shall be solely borne by the User.
  • 6.5. Retail Commerce and Sale of Products
    • Products listed on the Platform, including food, accessories, toys, healthcare items, medicines, and supplements, may be sold either directly by Whistlefetch or by independent third-party sellers. All product listings constitute an invitation to offer and not an offer. Whistlefetch may accept or refuse orders at its discretion, and may impose quantity, location, verification, or compliance-based restrictions without prior notice.
    • Whistlefetch is not the manufacturer of most products listed and therefore disclaims liability for product accuracy, suitability, fitness for purpose, formulation stability, allergen impact, dosage variance, recall, defects, compliance failures, or post-purchase injuries or illness. Any product-related liability, warranty, defect claim, or recall responsibility rests with the manufacturer or seller in accordance with applicable laws.
    • Any nutritional guidance, care suggestions, or product usage recommendations displayed on the Platform or on packaging are for informational purposes only and are not a substitute for professional veterinary advice, diagnosis, or treatment.
  • 6.6. Pet Cafés, Restaurants, Pet-Friendly Hotels and Hospitality Services
    • Whistlefetch enables Users to discover pet cafés, restaurants, pet-friendly hotels, lodging facilities, resorts, guest houses, homestays, and hospitality establishments, as well as travel agencies that assist Users in planning, arranging, or booking pet-friendly travel, accommodation, transportation, or itineraries and similar hospitality providers (“Hospitality Providers”). Hospitality Providers are solely responsible for furnishing accurate information about their premises, rules, entry criteria, restrictions on breeds or sizes, vaccination prerequisites, behavioural requirements, pet-stay policies, and any other conditions applicable to permitting pets on their premises.
    • While Whistlefetch undertakes reasonable efforts to verify documentation and maintain a curated network of Service Providers it does not independently verify hygiene standards, food safety compliance, facility maintenance, staff training, and waste-management practices.
    • Any restrictions on pet types, breeds, temperament, vaccination requirements, behavioural criteria, or any rules of admission are determined solely by the Hospitality Provider, and the User is responsible for reviewing and complying with the same before booking or visiting the premises.
    • All services offered by Hospitality Providers, including seating, dining, accommodation, food items, pet-menus, event hosting, grooming add-ons, pet play areas, or incidental facilities, are solely between the User and the Hospitality Provider. Any injury, allergic reaction, infection, behavioural incident, escape, loss, travel delay, or harm caused to a pet, User, or any third party at the facility is the exclusive responsibility of the Hospitality Provider.
    • Whistlefetch expressly disclaims liability for inaccuracies in listings, denial of entry or carriage, policy changes by Providers, failure to honour reservations, last-minute cancellations, overbooking, facility closures, itinerary changes, travel documentation issues, transportation delays, quality of services, on-premises charges, miscommunication, or any disputes arising between the User and the Hospitality Provider. Users are encouraged to independently verify all pet-related rules, safety arrangements, travel requirements, and facility suitability before availing any service.
  • 6.7. Pet Funeral, Cremation, Burial, and End-of-Life Services
    • Whistlefetch allows Users to connect with third-party service providers offering pet funeral, cremation, burial, transportation, memorialisation, and other end-of-life services (“End-of-Life Providers”). These Providers are solely responsible for ensuring compliance with all applicable laws, including but not limited to municipal waste-disposal regulations, local environmental norms, burial/cremation permits, record-maintenance requirements, facility hygiene standards, and any other statutory mandates governing disposal of animal remains.
    • End-of-Life Providers bear exclusive responsibility for humane handling of remains, adherence to health and safety requirements, transparent communication of service processes, and proper execution of disposal services. Whistlefetch disclaims responsibility for any physical injury, emotional harm, contamination risk, environmental concerns, regulatory non-compliance, misrepresentation, or operational issues arising from services rendered by the End-of-Life Provider.
    • All representations regarding service type, pricing, timelines, rituals, memorial products, urns, certificates, environmental-friendly processes, or pick-up and drop-off arrangements are provided solely by the End-of-Life Provider. Whistlefetch is not liable for delays, miscommunication, emotional distress, dissatisfaction with the conduct of rituals, disputes over ashes or remains, procedural errors, or any acts or omissions of the End-of-Life Provider.

7. ACCEPTABLE USE

  • You may use the Platform only for lawful purposes and strictly in accordance with these Terms. The Platform enables You to:
    • access and purchase SP Offerings made available by third-party Service Providers; and
    • book, schedule or avail pet-related services including veterinary teleconsultation, grooming, training, boarding, adoption assistance, and other listed SP Offerings.
  • You represent, warrant and agree that You shall not, directly or indirectly:
    • upload, post, transmit, publish or share any content or communication that:
      • belongs to another person without lawful authorization;
      • is harmful, unlawful, abusive, harassing, defamatory, vulgar, obscene, pornographic, invasive of privacy, hateful, discriminatory, insulting, or otherwise objectionable;
      • is misleading, false or deliberately deceptive, including misinformation relating to health, animal welfare, identity or ownership;
      • relates to or promotes illegal activity including betting, gambling, animal cruelty, trafficking, or any violation of applicable animal welfare laws.
    • violate any applicable law, regulation, government direction, or order issued under Indian law, including the Information Technology Act, 2000, and any rules framed thereunder.
    • infringe or misappropriate intellectual property or proprietary rights, including copyrights, trademarks, design rights, privacy or publicity rights of any third party.
    • harm, exploit or endanger minors or animals in any manner, including content encouraging negligence, cruelty, abandonment, or unsafe handling.
    • engage in unsolicited advertising, marketing or spam communications, including communications masking the true origin or identity of the sender.
    • upload, introduce, or transmit any viruses, malware, harmful scripts, automated bots, spyware or any technology intended to disrupt or compromise the Platform or any related system or network.
    • stalk, impersonate, misrepresent identity, threaten, harass, defraud or engage in abusive conduct toward other Users, Service Providers, or Company personnel.
    • upload or disseminate any information that threatens the sovereignty, integrity, defence or public order of India, or incites the commission of an offence.
  • In order to ensure that the SP Offerings are provided and accessed in compliance with the applicable laws and Platform Policies, the Platform has in place certain moderation measures, including the use of automated filters and human moderators on the User Generated Content (UGC). Any violation of the Terms herein shall lead to removal of such content at any time without informing You or obtaining Your consent and suspension or ban of Your account.
  • You further agree not to assist, enable or encourage any third party in performing any prohibited activities listed above.

8. FEES AND PAYMENT

  • Pricing: Fees for SP Offerings and services listed on the Platform shall be displayed at the time of booking or purchase. Prices may vary based on Provider terms, location, service category, availability, or applicable tax requirements.
  • Currency: All payments on the Platform shall be processed in Indian Rupees (INR) unless otherwise notified.
  • Payment Method: Google and iOS direct all the payment of all digital goods through Google Pay Billing or Apple’s in-app purchase system. Payments shall be made through approved electronic payment instruments, including UPI, debit/credit cards, net banking or other modes supported by third-party payment gateway providers who are compliant with the extant RBI guidelines, integrated with the Platform (“Payment Information”). Cash-on-delivery (COD) may be offered only for select SP Offerings subject to policy and availability.
  • Payment Authority and Accuracy: By submitting Payment Information, You confirm that: (a) You are legally authorised to use the selected payment method; (b) the information provided is complete and accurate; and (c) sufficient funds or credit are available to complete the transaction.
  • Role of Platform: You acknowledge that Whistlefetch does not operate or control the payment gateways. Payments are processed by independent third-party payment facilitators, and their respective terms and privacy policies will apply. For SP Offerings involving physical services where Service Providers collect payment offline, such as pet walking or grooming. Users are not required to use iOS in-app purchases or Google Play Billing for such transactions.
  • Payment Failure and Liability: Whistlefetch shall not be responsible for: (a) failed or incomplete transactions arising from insufficient funds, expired payment instruments, incorrect Payment Information, technical errors, or system downtime; (b) unauthorized transactions carried out using Your Payment Information; or (c) refunds or disputes relating to SP Offerings, which shall be governed by the applicable refund, cancellation or dispute policies.
  • Additional Charges: Shipping fees, convenience charges, appointment cancellation fees, applicable service charges, platform fees or taxes may apply based on the booking or purchase category. Such charges shall be displayed before completing the transaction.
  • Refunds and Cancellations: Refunds and cancellations will be governed by the applicable policy made available on the Platform. Certain bookings may be non-refundable or attract cancellation penalties based on Service Provider terms.
  • Billing Queries: For questions relating to payment status, failed charges, deductions or billing discrepancies, You may contact the Company at [support@warmpawz.com] (mailto:support@warmpawz.com). The Company reserves the exclusive right to determine how such queries will be handled.

9. OWNERSHIP

  • You acknowledge and agree that Whistlefetch, along with its licensors, retains all legal rights, title and interest in and to: (a) the Platform, including all associated software, code, logos, databases, user interfaces, designs, text, graphics, audio-visual materials, data and other content made available through the Platform (collectively, “Platform Content”); and (b) all trademarks, service marks, trade names, logos and branding used in connection with the Platform (“Whistlefetch Marks”). No rights are granted to You in the Platform Content or Whistlefetch Marks except as expressly permitted under these Terms.
  • You shall not copy, reproduce, modify, adapt, translate, publish, transmit, distribute, display, license, create derivative works from, or otherwise exploit the Platform Content or Whistlefetch Marks, in whole or in part, without Whistlefetch’s prior written consent.
  • You agree not to make any statements, whether written, oral, online, or otherwise, that are derogatory, defamatory, harmful, or likely to negatively affect the reputation or goodwill of Whistlefetch.
  • Any suggestions, ideas, enhancement requests, feedback or recommendations You provide regarding the Platform are voluntary. You agree that Whistlefetch may use such feedback without restriction or obligation, financial or otherwise.

10. COPYRIGHT & INTELLECTUAL PROPERTY COMPLIANCE

  • By using the Platform and uploading content, you grant Whistlefetch a non-exclusive, worldwide, royalty-free license to host, display, and distribute Your content solely for the purpose of operating the Platform.
  • If You believe that any content hosted on the Platform infringes Your copyright, You may notify Us in writing at legal@whistlefetch.com with the following details:
    • Your name, address, contact number and email;
    • A description of the copyrighted work that You claim has been infringed;
    • Identification of the allegedly infringing material along with its location on the Platform;
    • Documentation reasonably establishing Your ownership rights or authorization to act on behalf of the rights holder;
    • A signed declaration confirming that the information in the notice is accurate and that You are the copyright owner or authorized to act on their behalf;
    • An undertaking that You will file legal proceedings against the infringing party within 21 (twenty-one) days from the date of Your notice.
  • Whistlefetch may, at its discretion, remove access to content complained of pending review of the notice.
  • Subject to continued compliance with these Terms, Whistlefetch grants You a limited, personal, non-exclusive, non-transferable, non-assignable, and revocable license to access and use the Platform solely for lawful purposes and for Your personal and non-commercial use.
  • If Whistlefetch identifies repeated or serious instances of infringement by a User, Whistlefetch may terminate the User’s access, block usage, or take any other action deemed appropriate.
  • By uploading content, You grant Warmpawz a non-exclusive, worldwide, royalty-free license to host, display, and distribute Your content solely for the purpose of operating the platform.

11. PRIVACY

  • Your use of the Platform is subject to Whistlefetch’s Privacy Policy, which sets out how We collect, use, store and protect Your information. The Privacy Policy is available at- www.warmpawz.com/policy.

12. THIRD-PARTY SERVICES AND CONTENT

  • The Platform may integrate, display or rely on content, tools or services provided by third parties. Whistlefetch acts as an intermediary and does not control, endorse or assume responsibility for such third-party content or services.
  • Any interactions, engagement, or reliance upon third-party content or individuals made available through the Platform shall be solely at Your discretion and risk. Whistlefetch shall not be liable for any disputes, losses, or consequences arising from such interactions.
  • Whistlefetch is not obligated to monitor content posted or shared by Users; however, Whistlefetch reserves the right to review, restrict access to, or remove content where required under law, regulatory direction, internal policy, or contractual obligations.
  • If you have raised a grievance or concern with a Service Provider regarding their conduct or the services rendered, You are encouraged to notify Whistlefetch promptly so that we may take appropriate action. Upon receiving such information, Whistlefetch may, at its discretion, investigate the matter, implement necessary corrective or preventive measures to avoid recurrence, and, where warranted, suspend or permanently remove the Service Provider’s services or listings from the Platform. Whistlefetch maintains a zero-tolerance approach toward misconduct by Service Providers.

13. EXTERNAL LINKS

  • The Platform may contain links to external websites, platforms, or resources operated by third parties. These links are provided for convenience only.
  • Whistlefetch does not endorse, guarantee, or make any representations regarding the availability, accuracy, legality, or content of such third-party sources. Your use of external links is solely at Your risk.

14. PLATFORM MODIFICATIONS

  • Whistlefetch reserves the right to modify, update, suspend, or discontinue any part of the Platform (including features, access channels, functionality, or content) at any time without prior notice.

15. TERMINATION AND RESERVATION OF RIGHTS

  • You may terminate or request closure of Your Account at any time by contacting Whistlefetch at [support@warmpawz.com] (mailto:support@warmpawz.com).
  • Whistlefetch reserves the right, at its sole discretion, to suspend, restrict, deactivate or permanently terminate Your Account or access to the Platform, with or without cause, including where Whistlefetch believes that:
    • You have breached these Terms, applicable laws, or Platform policies;
    • Your conduct may pose a risk to Whistlefetch, other Users, or the Platform; or
    • Your Account is inactive, fraudulent, misleading, abusive or otherwise not in compliance with Whistlefetch’s policies.
  • Upon termination, Your right to access or use the Platform will automatically cease. Any data or content associated with Your Account may be retained for compliance, legal or audit purposes as required under applicable law.
  • Whistlefetch reserves the right to terminate access or service by providing a minimum twenty-four (24) hours’ written notice, except where immediate suspension is required for legal, fraud-prevention, or platform integrity reasons.

16. INDEMNIFICATION

  • You agree to defend, indemnify and hold harmless Whistlefetch, its affiliates, officers, employees, licensors, Service Providers, consultants and agents (collectively, “Whistlefetch Parties”) from and against any claims, proceedings, losses, expenses, liabilities, penalties, or damages (including reasonable legal fees) arising out of or related to:
    • Your access to or use of the Platform;
    • any breach of these Terms or applicable law;
    • any misrepresentation, inaccuracy or misuse of data submitted by You; or
    • any claim brought by a third party resulting from Your actions or content.
  • Whistlefetch reserves the right to assume exclusive control and defence of any matter subject to indemnification. You agree to fully cooperate with Whistlefetch in any such defence.

17. DISCLAIMERS AND LIMITATION OF LIABILITY

  • The Platform and all services made available through it are provided on an “as is”, “as available” basis. To the fullest extent permitted under applicable law, Whistlefetch disclaims all warranties, whether express, implied, statutory or otherwise, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, system reliability, availability, or security.
  • Whistlefetch does not warrant that:
    • the Platform will be uninterrupted, error-free, or secure;
    • any content is accurate, complete, reliable, current, or suitable for Your intended use; or
    • any defects will be corrected.
  • To the maximum extent permitted by law, Whistlefetch shall not be liable for:
    • loss of income, profits, data, goodwill, business opportunity, or reputation;
    • indirect, incidental, consequential, exemplary, punitive or special damages;
    • unauthorized access to, or use of, servers or user data;
    • errors, interruptions, cyber attacks, malware, technical failures or disruptions; or
    • reliance placed by You on any content or information available through the Platform.
  • To the fullest extent permitted by applicable law, Whistlefetch’s total aggregate liability to You for any claims, whether arising in contract, tort, negligence or otherwise, shall not exceed the total amount paid by You for access to paid services or features of the Platform in the 3 (three) months immediately preceding the event giving rise to the claim.
  • The limitations set out in this clause are fundamental elements of the agreement between You and Whistlefetch.

18. VIOLATION OF TERMS

  • You acknowledge that breach of these Terms may cause Whistlefetch irreparable harm. Whistlefetch will be entitled to seek injunctive, equitable or other relief without the obligation to prove actual damages, in addition to any available legal remedies.
  • If Whistlefetch takes legal action against You due to breach of these Terms, You agree to reimburse all reasonable legal costs and expenses incurred.

19. ADDITIONAL PROVISIONS

  • Force Majeure: Whistlefetch is not liable for delays or failure to perform obligations caused by events beyond reasonable control, including natural disasters, pandemic, war, strikes, cyber incidents or system failures.
  • Governing Law & Jurisdiction: These Terms are governed by the Indian law. Any disputes arising from or connected to this Policy shall be adjudicated by a court having competent jurisdiction in India.
  • Severability: If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.
  • No Waiver: Failure to enforce any right does not constitute a waiver of such right.
  • Assignment: Whistlefetch may assign or transfer its rights under these Terms. You may not assign or transfer rights without prior written approval.
  • Entire Agreement: These Terms and applicable policies constitute the complete agreement between You and Whistlefetch regarding Platform use.

20. CHANGES TO TERMS

  • Whistlefetch may revise or update these Terms periodically. Revised Terms will be posted on the Platform and updated with the effective date. Continued use of the Platform constitutes acceptance of updated Terms.

21. GRIEVANCE REDRESSAL

  • For any complaints or concerns related to the Platform, You may contact the designated grievance officer at:
  • Email: grievance.officer@warmpawz.com

Refund & Cancellation Policy

CANCELLATION AND REFUND POLICY

VERSION DATE: [December 2025]

1. Platform Role

  • Warmpawz operates as a technology platform that enables users to discover, book, and purchase services and products offered by independent service providers, clinics, centres, brands, and sellers.
  • Warmpawz does not directly provide any listed services and is not responsible for provider availability, outcomes, or service quality. However, Warmpawz may facilitate cancellations, rescheduling, refunds, and dispute resolution.

2. Cancellation & Rescheduling — Services

  • Bookings may be cancelled or rescheduled subject to:
    • Service type
    • Timing of the request
    • Provider policies
    • Provider preparation or travel
    • Reserved capacity or resources
    • Whether the service has begun or been completed
  • Warmpawz reserves the right to determine eligibility for cancellation, rescheduling, credits, or refunds. Refund eligibility may reduce as the scheduled service time approaches.
  • Once a service has:
    • Started
    • Been delivered
    • Provider has arrived, prepared, or allocated time/resources
    the booking may be treated as consumed and may not be eligible for a refund.

3. Provider-Side Changes

  • If a service cannot proceed due to provider unavailability, operational constraints, safety considerations, or other circumstances, Warmpawz may offer one or more of the following:
    • Rescheduling
    • Platform credit
    • Partial refund
    • Full refund
  • The form of resolution will be determined at Warmpawz’s discretion.

4. Missed Appointments & No-Shows

  • If a user:
    • Is unavailable
    • Fails to join a session
    • Fails to provide access
    • Provides incorrect booking details
    the booking may be considered completed and may not be eligible for refund.

5. Behaviour, Safety & Accuracy of Information

  • Services may be modified, paused, or discontinued where:
    • Safety risks exist
    • Behavioural concerns arise
    • Booking details are inaccurate or incomplete
    • Conditions differ materially from what was disclosed
  • In such cases, charges may apply for time, travel, preparation, or resources used. Refund decisions will be made at Warmpawz’s discretion.

6. Duration-Based & Capacity-Based Services

  • For services that reserve time, inventory, staffing, or capacity (including but not limited to boarding, programs, packages, or scheduled visits):
    • Charges may apply once capacity is reserved
    • Early completion, unused time, late drop-off, or early pick-up may not be refundable

7. Product Orders — Cancellation & Returns

  • Orders may be cancelled before dispatch where technically feasible.
  • Once shipped, orders generally cannot be cancelled but may be eligible for return or replacement subject to eligibility.
  • Returns or replacements may be accepted where:
    • Item is damaged
    • Item is defective
    • Incorrect item delivered
    • Item is unusable as reasonably expected
  • Certain categories may be non-returnable for hygiene, safety, consumable, or policy reasons. Warmpawz reserves the right to request evidence, inspection, or seller verification before approving refunds.

8. Fees & Non-Refundable Components

  • To the extent permitted by law, the following may be non-refundable:
    • Platform fees
    • Convenience fees
    • Payment gateway charges
    • Travel or logistics charges
    • Provider preparation costs
    • Reserved capacity costs

9. Refund Method & Timelines

  • Approved refunds:
    • Are issued to the original payment method unless otherwise determined
    • May be issued as platform credits where appropriate
    • Are subject to banking and payment partner timelines
  • Warmpawz is not responsible for delays caused by financial institutions or third-party payment processors.

10. Third-Party Providers & Sellers

  • Services and products may be delivered by independent third parties.
  • In such cases:
    • Resolution may depend on provider or seller validation
    • Inspection or confirmation may be required
    • Warmpawz may facilitate but does not guarantee a specific outcome

11. Exceptional Circumstances

  • Warmpawz may, at its sole discretion, offer rescheduling, credits, or refunds in exceptional circumstances, including but not limited to:
    • Emergencies
    • Safety incidents
    • Technical failures
    • Force majeure events
    • Verified unavoidable situations
  • Supporting documentation may be required.

12. Abuse, Misuse & Policy Circumvention

  • Warmpawz reserves the right to:
    • Decline refund requests
    • Restrict accounts
    • Reverse credits
    • Recover losses
    • Take appropriate action
    where misuse, excessive cancellations, fraud, policy circumvention, or abuse is suspected.

13. Limitation of Liability

  • To the maximum extent permitted by law:
    • Refunds under this Policy constitute the primary remedy available
    • Warmpawz shall not be liable for indirect, incidental, consequential, or opportunity losses arising from cancellations, delays, or provider actions

14. Policy Interpretation

  • Warmpawz reserves the right to interpret this Policy and make final decisions on eligibility, resolution, and refund form.

15. Updates To Refund And Cancellation Policy

  • We may amend or update this Refund and Cancellation Policy at any time. Any revisions will be reflected in the “Version Date” displayed above. We encourage you to review this Policy periodically to remain informed of any changes. We will notify you of any material changes required by law, but we advise periodically checking the App for updates. Your continued use of the Platform after a revised Refund and Cancellation Policy has been posted will constitute your acknowledgement and acceptance of the updated terms.

16. Governing Law

  • This Policy is governed by Indian law. Any disputes arising from or connected to this Policy shall be adjudicated by a court having competent jurisdiction in India.

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