Refund and Return Policy

Gurgaon Pets Online (Owned and operated by Pet My Home (MSME / Udyam: UDYAM-HR-01-0073725).

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 a Reserve Becomes a Binding Order

1.1. Nature of Order Placement: Placing an order on our platform constitutes an offer to purchase by the customer. A contract is only finalized upon physical dispatch/dispatch confirmation of the live animal or product.

1.2. Right to Refuse or Cancel: Gurgaon Pets Online reserves the absolute right to cancel, decline, or modify any order prior to dispatch at its sole discretion for reasons covering, but not limited to:

• Health, welfare, or veterinary unfitness of the requested animal.
• Stock unavailability, breeding/sourcing delays, or transport/logistics constraints.
• System or pricing errors.

1.3. Limitation of Liability: If an order is canceled or unfulfilled by Gurgaon Pets Online prior to dispatch, our maximum financial liability is exclusively limited to issuing a 100% full refund of the amount paid by the customer. Gurgaon Pets Online shall not be liable for any indirect, incidental, consequential, special, or exemplary damages under any circumstances.

2. Changing or Cancelling an Order

2.1. Customer Cancellation Requests

• Modification Window: Requests to modify an order must be raised within 8 hours of order placement.
• Cancellation Window: Cancellation requests initiated by the buyer must be made within 3 hours of payment.
• Cancellation Fees: For buyer-initiated cancellations within the permitted window, the 25% booking advance is non-refundable and is retained as the cancellation fee. Cancellations requested at the doorstep or while the animal/product is in transit incur a 100% cancellation fee.
• Automatic Cancellation: Orders will be automatically canceled if the required booking fee is not paid within 48 hours.

2.2. Seller-Initiated Cancellation

• In Haryana and Delhi-NCR practice, if Gurgaon Pets Online cancels an order due to inventory, health, or logistical issues, the buyer will receive a 100% full refund with zero cancellation fees.

3. How Payments Are Collected

3.1. Accepted Payment Methods: We accept payments via UPI (Google Pay / PhonePe / Paytm) as well as Credit Cards, Debit Cards, and Net Banking, processed securely through PCI-DSS compliant payment gateway partners (PayU and CCAvenue). We do not store card or banking details.

3.2. Payment Gateway Charges: A 2% transaction fee applies to Credit Card, Debit Card, and Net Banking payments to cover processing costs. UPI transactions carry no processing charge. Applicable charges are displayed at checkout.

3.3. Booking Fee & COD Policy: A 25% booking advance is exclusively required to confirm any invoice. Full Cash on Delivery (100% COD) is not available under any circumstances to prevent fraudulent bookings and ensure live animal welfare.

3.4. Refund Processing & Timelines:

• Approved refunds are initiated within 1–2 working days by our team.
• Reflection in the original payment account takes 5–7 business days (Domestic) or up to 10 business days where the original payment was made from an overseas bank or card, subject to bank processing cycles. Delivery itself remains within India; overseas households ordering for delivery to a family address in India are refunded to the original international instrument.
• For seller-initiated cancellations, the 2% payment gateway charge is refunded in full alongside the principal amount.

4. Live Animal Health Window and Returns

4.1. 7-Day Return Policy & Purity Guarantee

• Eligibility: Pets can be returned within 7 days of delivery for verified issues such as crossbreeding or severe, pre-existing health conditions.
• Lifetime Purity Guarantee: We provide a lifetime guarantee for the genetic purity of pets purchased through Gurgaon Pets Online.

4.2. Sickness & Death Claims

• 7-Day Limit: No health claims or refunds will be entertained for sickness reported after 7 days of delivery.
• Eligible Conditions: Health claims are narrowly restricted to Parvovirus or Rabies (Puppies/Kittens) or verified fungal infections / blood stools (Exotic Birds).
• Required Documentation: Claims require written certification on official letterhead from an authorized registered veterinarian, such as official test reports with the vet’s seal, signature, and registration number.
• Death Cases: From a Gurugram fulfilment desk, a post-mortem report from a registered veterinary officer stating the definitive cause of death (with seal, signature, and clinic contact details) is required.
• Non-Eligible Claims: Minor digestive issues (loose stools, occasional vomiting) resulting from diet changes or environmental stress are exclusively excluded.

4.3. Specialized Category Terms

• Handfed Chicks: Due to specialized hand-rearing requirements, no returns, refunds, or health guarantees apply once handed over.
• Doorstep Rejection: Animals with visible physical wounds or hairless patches must be rejected at the doorstep for a full refund or replacement.
• DNA Certificates (Adult Birds): If a DNA sexing certificate is not provided within 15 days of delivery, a ₹150 refund can be claimed upon submitting proof of external testing.
• Vaccination (Puppies/Kittens): If the initial vaccination was not administered for pets under 42 days old, a standard ₹450 compensation will be issued.

5. Disputes, Conduct Rules and Legal Framework

5.1. Resolution of Disputes: All disputes, claims, or grievances must be submitted in writing through our official support email ([email protected]).

5.2. Prohibition of Intimidation & Extortion:

• Gurgaon Pets Online maintains a strict zero-tolerance policy against physical, verbal, or official harassment.
• Under our NCR operating model, attempting to coerce staff, demand unlawful financial compensation, or utilize third-party influence (such as public servants, political figures, or law enforcement officers acting outside statutory authority) over a canceled or fully refunded transaction will result in immediate termination of customer communication.
• Any unfulfilled order where a full refund has been tendered constitutes a closed commercial matter.

5.3. Abuse of Process: Frivolous legal notices or misuse of public authority for private commercial disputes will be defended using available legal remedies under applicable civil and criminal statutes (including provisions regarding criminal intimidation and unlawful demand under the Bharatiya Nyaya Sanhita).

5.4. Governing Law & Jurisdiction: This policy and any transaction thereunder shall be governed by and construed in accordance with the laws of India. Any legal proceedings shall be subject to the exclusive jurisdiction of the Courts at Ambala / Gurugram, Haryana, India.

6. Contact Information

Disclaimer: Gurgaon Pets Online reserves the right to update or amend this policy periodically without prior notice. Customers are advised to review the latest policy version before placing an order.