Grievance Redressal Policy
Last updated: 21 September 2026
This policy applies to Gurgaon Pets Online operating from Ground Floor, 1st Lane, Lal Kurti, Near Shree Om Hotel, Ambala Cantt, Ambala, District Ambala, Haryana 133001 · [email protected] · +917988483250.
Grievance Redressal Policy
Gurgaon Pets Online (Owned and operated by Pet My Home (MSME / Udyam: UDYAM-HR-01-0073725), the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.
The website www.gurgaonpets.in (and its associated mobile/web applications, hereinafter referred to as "Gurgaon Pets Online" or "Platform") is owned and operated by Pet My Home (MSME / Udyam: UDYAM-HR-01-0073725) ("Operator", "Company", "Us", "We", or "Our") under the laws of India, having its registered operating desk at Ground Floor, 1st Lane, Lal Kurti, Near Shree Om Hotel, Ambala Cantt, Ambala, District Ambala, Haryana 133001.
1. How to Submit a Grievance
For NCR buyers, submit grievances in writing to [email protected], 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: [email protected] or +917988483250.
- 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 questions about this Grievance Redressal Policy:
| Nodal Grievance / Data Privacy Officer | Roja R — Data Privacy Officer & Nodal Grievance Officer |
| Grievance / Support Email | [email protected] |
| Data Privacy / Security Email | [email protected] |
| Helpline | +917988483250 |
| Head Office | Ground Floor, 1st Lane, Lal Kurti, Near Shree Om Hotel, Ambala Cantt, Ambala, District Ambala, Haryana 133001 |
| Registered Address | Ground Floor, 1st Lane, Lal Kurti, Near Shree Om Hotel, Ambala Cantt, Ambala, District Ambala, Haryana 133001 |
| Registration Contact Email | [email protected] |
| Registration Mobile | +91 79884 83250 |
| Website Owner | Pet My Home |
| Operating Entity (MSME) | Pet My Home (MSME / Udyam: UDYAM-HR-01-0073725) |
| Jurisdiction | Courts at Ambala / Gurugram, Haryana, India (without limiting statutory consumer rights) |