Service Delivery Policy

    Last updated: January 11, 2026

    1. Introduction

    PetStay.in is a pet boarding service platform that connects pet parents with verified home-based pet hosts. Unlike traditional e-commerce, we do not ship physical products. Instead, we provide pet care services at the host's location. This policy outlines how our services are delivered.

    2. Nature of Services

    PetStay.in provides the following services:

    • Pet Boarding: Overnight stay at a verified host's home
    • Pet Daycare: Daytime care at a verified host's home
    • Pick-up & Drop Service: Transportation of pets (where available)

    3. Service Location

    All pet boarding and daycare services are provided at the host's home address. The specific location details are shared with the customer after booking confirmation.

    Current Service Areas:

    • Bangalore (All areas)
    • Additional cities coming soon

    4. Pet Drop-Off & Pick-Up

    Self Drop-Off/Pick-Up:

    • Pet parents may drop off and pick up their pets directly at the host's location
    • Coordinate timing directly with the host through the platform
    • Ensure punctuality to respect the host's schedule

    Pick-Up & Drop Service (Optional):

    • Available for an additional fee
    • Safe, air-conditioned transport by trained handlers
    • Available within city limits only
    • Must be requested during booking

    5. Booking Confirmation Process

    Once a booking is made, the following process applies:

    1. Booking request is submitted with advance payment
    2. Host reviews and confirms the booking (within 24 hours)
    3. Pet parent receives confirmation with host details
    4. Service begins on the scheduled start date
    5. Daily updates are provided through the app
    6. Pet is returned/picked up on the end date

    6. Service Delivery Timeline

    Our services are delivered according to the following timeline:

    • Booking Confirmation: Within 24 hours of booking
    • Host Contact: Immediately after confirmation
    • Service Start: As per scheduled start date and time
    • Daily Updates: At least once per day during stay
    • Service End: As per scheduled end date and time

    7. Service Modifications

    Modifications to confirmed bookings:

    • Date changes are subject to host availability
    • Request modifications at least 48 hours in advance
    • Price adjustments may apply for extended stays
    • Contact support for any booking modifications

    8. Requirements for Service

    To avail our services, pets must meet the following requirements:

    • Up-to-date vaccination records
    • No contagious diseases or parasites
    • Accurate information about behavior and health
    • Proper collar/ID tags recommended
    • Food and medication (if applicable) provided by pet parent

    9. Force Majeure

    PetStay.in is not liable for delays or inability to provide services due to:

    • Natural disasters (floods, earthquakes, storms)
    • Government restrictions or lockdowns
    • Civil unrest or strikes
    • Medical emergencies affecting the host
    • Any circumstances beyond our reasonable control

    In such cases, we will work to find alternative arrangements or process appropriate refunds.

    10. Quality Assurance

    We ensure quality service delivery through:

    • Verified and vetted host partners
    • Regular quality checks and audits
    • Customer feedback and rating system
    • 24/7 customer support
    • Daily photo/video updates during stays

    11. Contact Us

    For any questions about service delivery, please contact us:

    • Email: support@petstay.in
    • Phone: +91 74060 00888
    • Hours: Mon-Sat, 9 AM - 8 PM IST