Terms of Service

1. Introduction

Welcome to PetStay.in ("Platform," "we," "our," or "us"). These Terms of Service ("Terms") govern your access to and use of our pet boarding marketplace services. By using our Platform, you agree to be bound by these Terms.

PetStay.in operates as an intermediary connecting pet owners ("Customers") with verified pet boarding hosts ("Partners") in Bangalore, India.

2. Definitions

• "Customer" - A registered user who books pet boarding services
• "Partner" - A verified individual who provides pet boarding services
• "Booking" - A confirmed reservation for pet boarding services
• "Pet" - Dogs, cats, or other animals registered on the Platform
• "Services" - Pet boarding, daycare, grooming, and related services

3. Eligibility

3.1 Customers

• Must be at least 18 years of age
• Must provide accurate personal and pet information
• Must be the legal owner or authorized caretaker of the pet

3.2 Partners

• Must be at least 18 years of age
• Must complete KYC verification (Aadhaar, PAN)
• Must pass home inspection and background verification
• Must have a pet-friendly home environment
• Must agree to our Partner Guidelines

4. Services Description

PetStay.in offers the following services through our Partner network:

• Pet Boarding: Overnight care in a Partner's home
• Pet Daycare: Daytime supervision and care
• Pick-up & Drop: Pet transportation services
• Pet Grooming: Basic grooming services (where available)

PetStay.in acts as an intermediary and does not directly provide pet care services. Partners are independent service providers.

5. Booking and Payment

5.1 Booking Process

• Customers select dates, services, and a Partner
• A 50% advance payment confirms the booking
• Remaining 50% is due at pet drop-off
• Bookings are subject to Partner availability

5.2 Pricing

• Prices vary by pet size (small, medium, large, extra-large)
• Additional charges apply for pick-up/drop-off based on distance
• All prices are inclusive of applicable taxes (GST)
• Prices are displayed before booking confirmation

5.3 Payment Methods

We accept:

• UPI (Google Pay, PhonePe, Paytm)
• Credit/Debit Cards
• Net Banking
• Wallets

All payments are processed through secure, PCI-DSS compliant payment gateways.

6. Cancellation and Refund Policy

6.1 Customer Cancellations

6.2 Partner Cancellations

If a Partner cancels, we will provide a full refund and attempt to arrange alternative accommodation. Repeated cancellations by Partners may result in account suspension.

6.3 Refund Processing

Refunds are processed within 5-7 business days to the original payment method.

7. Pet Requirements

7.1 Vaccination Requirements

All pets must have current vaccinations:

• Dogs: Rabies, DHPP (Distemper, Hepatitis, Parvovirus, Parainfluenza)
• Cats: Rabies, FVRCP (Feline Viral Rhinotracheitis, Calicivirus, Panleukopenia)

Vaccination records must be uploaded during pet registration.

7.2 Health Requirements

• Pets must be free from contagious diseases
• Pets must be dewormed and flea-free
• Customers must disclose all medical conditions and medications
• Aggressive or dangerous pets may be declined

8. Liability and Insurance

8.1 Basic Coverage

All bookings include basic coverage for accidents and veterinary emergencies up to ₹10,000 per incident. This covers:

• Accidental injury requiring veterinary care
• Emergency medical treatment

8.2 Exclusions

Coverage does not include:

• Pre-existing medical conditions
• Behavioral issues or self-inflicted injuries
• Loss or theft of pet accessories
• Consequential damages or emotional distress

8.3 Limitation of Liability

PetStay.in's total liability for any claim shall not exceed the booking value. We are not liable for any indirect, incidental, or consequential damages.

9. Partner Obligations

Partners agree to:

• Provide safe, clean, and pet-friendly accommodation
• Follow all care instructions provided by Customers
• Send daily photo/video updates through the Platform
• Administer medications as instructed
• Never leave pets unattended for extended periods
• Contact emergency services and PetStay.in immediately in case of emergencies
• Never cage or kennel pets (home-like care only)
• Maintain confidentiality of Customer information

10. Customer Obligations

Customers agree to:

• Provide accurate information about their pet
• Disclose all behavioral issues, medical conditions, and special needs
• Provide sufficient food, medications, and supplies
• Pick up pets on time at booking end
• Maintain valid contact information for emergencies
• Pay for any damages caused by their pet

11. Prohibited Activities

Users shall not:

• Provide false or misleading information
• Circumvent the Platform for direct bookings
• Harass or abuse Partners/Customers
• Engage in fraudulent payment activities
• Violate any applicable laws or regulations
• Use the Platform for any illegal purposes

12. Intellectual Property

All content on the Platform, including logos, designs, and software, is the property of PetStay.in and protected by Indian intellectual property laws. Users may not copy, modify, or distribute our content without written permission.

13. Account Termination

We may suspend or terminate accounts for:

• Violation of these Terms
• Fraudulent activity
• Repeated complaints or poor ratings
• Non-payment or chargebacks
• Any conduct harmful to the Platform or users

14. Dispute Resolution

14.1 Grievance Redressal

For any complaints or disputes, contact our Grievance Officer at grievance@petstay.in. We will respond within 48 hours and aim to resolve issues within 15 business days.

14.2 Arbitration

Any disputes that cannot be resolved amicably shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted in Bangalore, Karnataka, in English.

15. Governing Law

These Terms are governed by the laws of India. The courts of Bangalore, Karnataka shall have exclusive jurisdiction over any disputes.

16. Modifications to Terms

We may modify these Terms at any time. Significant changes will be notified via email or Platform notification. Continued use after changes constitutes acceptance of modified Terms.

17. Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions shall continue in full force and effect.

18. Contact Information

19. Acceptance

By creating an account or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.