Grievance Redressal Policy
Last updated: 02 August 2026
Grievance Redressal Policy
Gurgaon Pets Online (Managed and Operated by Gurgaon Pets Online)
Last Updated: August 2, 2026
This Policy sets out how you may raise a complaint with Gurgaon Pets Online and the timelines within which we will acknowledge and resolve it. It is published pursuant to the Information Technology Act, 2000, the IT (Intermediary Guidelines) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.
1. How to Submit a Grievance
Submit grievances in writing to support@nearby-petstore.in, including your order number, registered contact details, a clear description of the issue, the outcome sought, and supporting evidence (unedited photographs or video, and veterinary documentation on official letterhead with seal, signature and registration number).
2. Acknowledgement and Resolution Timelines
| Acknowledgement | Within 48 hours of receipt. Complaints about unlawful or objectionable content are acknowledged within 24 hours. |
| Consumer grievances | Resolved within one month. |
| Content / IT Rules complaints | Disposed of within 15 days. |
| Court or government removal order | Actioned within 36 hours. |
| Data privacy requests | Actioned subject to statutory retention (5 years from last transaction). |
3. Escalation
- Level 1 — Support: support@nearby-petstore.in or +918069645024.
- Level 2 — Nodal Grievance Officer: if unresolved or you are dissatisfied with the Level 1 outcome.
- Level 3 — Statutory remedies: National Consumer Helpline (1915), or the relevant Consumer Disputes Redressal Commission.
4. What This Policy Does Not Cover
- Requests to reverse a transaction already refunded in full — that is a closed commercial matter.
- Demands made through intimidation or coercion — see our Anti-Harassment & Zero-Tolerance Extortion Policy.
- Claims outside the windows in our Refund Policy.
For grievances, escalations, or formal correspondence:
| Grievance / Data Privacy Officer | Roja R — Data Privacy Officer & Nodal Grievance Officer |
| Grievance Email | support@nearby-petstore.in |
| Data Privacy Email | support@nearby-petstore.in |
| Helpline | +918069645024 |
| Head Office | Sector 49, Sohna Road, Gurgaon, Haryana 122018 |
| Registered Address | Flat 9C, 2nd Floor, Nest Flats, Guruteg Bahadur Nagar, Kharar, Mohali |
| Operating Entity | Gurgaon Pets Online |
| Jurisdiction | Courts at Kharar, District SAS Nagar (Mohali), Punjab, India |
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