OWNERSHIP OF THE PLATFORM
The Platform is owned by M/s. petgroomly Online Private Limited a company incorporated under the Companies Act, 1956 with its registered office at 55, 2nd Floor, Lane 2, Westend Marg, Saidullajab, Near Saket Metro Station, New Delhi, Delhi, 110030 (hereinafter referred to as “petgroomly”).
APPLICABLE LAWS
This document is published in accordance with the provisions of Rule 3 (1) of the Information Technology (Intermediaries guidelines) Rules, 2011 that require publishing the rules and regulations, privacy policy and Terms of Use for access or usage of domain name www.petgroomly.com (“Platform”), including the related mobile site and mobile application (hereinafter referred to as “petgroomly”) and all the laws of the Republic of India are and shall be the governing laws for any purpose whatsoever herein;
PROFANITY POLICY
petgroomly Online Private Limited prohibits the use of language that is racist, hateful, sexual or obscene in nature in a public area.
This policy extends to text within listings, on Seller pages and allother areas of the site that another User may view. If the profanewords are part of a title for the item being sold, we allow Sellers to’blur’ out the bulk of the offending word with asterisks (i.e., s*** orf***). Please report any violations of this policy to the correct area for review: Report offensive Display Names Report offensive language in a listing or otherwise If a feedback comment; or any communication made between Users
on the Platform; or email communication between Users in relation to
transactions conducted on Platform contain profanity, please review
Our feedback removal policy and submit a request for action/removal. Disciplinary action may result in the indefinite suspension of a User’s
account, temporary suspension, or a formal warning. petgroomly Online Private Limited will consider the circumstances of an alleged policy violation
and the user’s trading records before taking action. Violations of this policy may result in a range of actions, including: Limits placed on account privileges; Loss of special status; Account suspension. petgroomly Online Private Limited shall have the right to delete a product review posted by thecustomer at its sole discretion, if it is of the opinion that the reviewcontains offensive language as stated above. Further, if petgroomly Online Private Limited is ofthe opinion that the review unfairly either: (i) causes disadvantage to aproduct; or (ii) increases the popularity of the product, petgroomly Online Private Limited shallhave the right to delete the customer review. petgroomly Online Private Limited shall also, at itssole discretion have the right to blacklist the customer from postingany further customer reviews.
REPLACEMENT GUARANTEE
The Replacement Guarantee seeks to assist Buyers who have beendefrauded by qualified sellers on the Platform. If at the time ofdelivery and/or within specified days from the date of delivery of theproduct/s, if any defect is found, then the buyer of the product/s canask for replacement of the product/s from the seller.
If petgroomly Online Private Limited has suspicion or knowledge, that any of its buyers and sellersare involved in any activity that is intended to provide claims orinformation that is false, misleading or not genuine, then petgroomly Online Private Limited maywhile reserving its rights to initiate civil and/or criminal proceedingsagainst User may also at its sole discretion suspend, block, restrict,cancel the Display Name of such buyer and seller and /or disqualifythat User and any related Users from availing protection through thisprogram.
petgroomly Online Private Limited reserves its right to initiate civil and/or criminal proceedingsagainst a User who, files a invalid and/or false claims or providesfalse, incomplete, or misleading information. In addition to the legalproceedings as aforesaid, petgroomly Online Private Limited may at its sole discretion suspend,block, restrict, cancel the Display Name [and its related DisplayNames] of such User and/or disqualify that User and any related Usersfrom availing protection through this program. Any person who,knowingly and with intent to injure, defraud or deceive, files aFraudulent Complaint containing false, incomplete, or misleadinginformation may be guilty of a criminal offence and will be prosecutedto the fullest extent of the law.
For more details related to Replacement Policy, refer to help /cancellation / returns or contact us.
RETURNS POLICY
Definition: ‘Return’ is defined as the action of giving back the itempurchased by the Buyer to the Seller on the petgroomly Online Private Limited Platform.Following situations may arise: Item was defective; Item was damaged during the Shipping; Products was / were missing;Wrong item was sent by the Seller; Seller can always accept the return irrespective of the policy; If Seller disagrees a return request, Buyer can file a dispute under the
Buyer Protection Program*; Return could also result in refund of money in most of the cases; We encourage the Buyer to review the listing before making thepurchase decision. In case Buyer orders a wrong item, Buyer shall notbe entitled to any return/refund.
Buyer needs to raise the return request within the return periodapplicable to the respective product. Once Buyer has raised a returnrequest by contacting Us on Our Toll Free Number, Seller whileclosing the return ticket can select one of the following: Replace after shipment collection – Seller has agreed to wait for the
logistics team to collect the shipment from the buyer before replacing
it); Refund after shipment collection – Seller has agreed to wait for the
logistics team to collect the shipment from the buyer before
refunding); Refund without shipment collection – Seller has agreed to refund the
buyer without expecting the original shipment back); Replace without shipment collection – Seller has agreed to replace the
order without expecting the original shipment back); On certain select days as specified by petgroomly Online Private Limited (such as ‘The Big Billion
Day’) separate policies may be applicable. In the event the Seller accepts the return request raised by the Buyer,Buyer will have to return the product and then the refund shall becredited to the Buyers account.
In case the Seller doesn’t close the ticket in 3 days from the date ofintimation to the Seller about the refund request, the refund requestshall be settled in favor of the Buyer.
If the product being returned is not in accordance with the aboveparameters, then Buyer shall not be entitled to any refund of moneyfrom the Seller.
Shipping cost for returning the product shall be borne and incurred bythe Seller.
Replacement
Definition: Replacement is the action or process of replacingsomething in place of another. A Buyer can request for replacementwhenever he is not happy with the item, reason being Damaged inshipping, Defective item, Item(s) missing, wrong item shipped and thelike. Seller can always accept the return irrespective of the policy. If Seller disagrees for a return request, Buyer can file a dispute under
Buyer Protection Program*. Buyer needs to raise the replacement request within the return periodapplicable to the respective product. Once Buyer has raised areplacement request by contacting Us on the Toll Free Numberprovided on the Platform. Once the replacement request has beenraised, the following steps shall be followed: Buyer is asked for “Reason for Return”. Among others, the following
are the leading reasons: Shipping was damaged; Item was defective Item Dead on Arrival Item(s) were missing Wrong item sent An intimation shall be provided to Seller seeking either “approval” or”rejection” of the replacement request.
In case the Seller accepts the replacement request, Buyer shall berequired to return the product to the Seller and only after return of theproduct, Seller shall be obliged to provide the replacement product tothe Buyer.
In case Seller rejects the replacement request, Buyer can choose toraise a dispute by writing to [email protected] In case the Seller doesn’t have the product at all, Seller can provide therefund to the Buyer and Buyer shall be obligated to accept the refundin lieu of replacement. All the product parameters shall be required tobe complied with in cases of replacement.
If the Seller doesn’t respond to the Buyer’s replacement request, withinthree (3) days from the date of replacement request placed by theBuyer, refund shall be processed in favour of Buyer and Seller shall beliable to refund amount paid to the Seller.
All shipping and other replacement charges shall be borne andincurred by the Seller.
DISPUTES RESOLUTIONS POLICY
Generally, transactions are conducted smoothly on petgroomly Online Private Limited, howeverthere may be some cases where both the Buyers and Sellers may faceissues. At petgroomly Online Private Limited, we have a Dispute Resolution process in order toresolve disputes between Buyers and Sellers.
What is a ‘dispute’? – A ‘Dispute’ can be defined as a disagreementbetween a Buyer and a Seller in connection with a transaction on thePlatform.
How does a ‘dispute’ occur in the Marketplace? – Disputes are filed asa result of a disagreement between the Buyer and the Seller. Disputesarise out of an issue that is raised by either party not being completelysatisfied with the resolution of their complaint/issue.
It is important that before a Buyer/Seller raises a dispute, they shouldattempt to solve the issue. Please note that whenever a Buyer raises adispute, the Seller’s payment for that order is put on hold immediatelyuntil the issue is resolved.
How is a ‘dispute’ created? – Whenever there is a disagreement, theBuyer can write to [email protected], while the Sellercan write to [email protected], in order to raise a dispute.Disputes can be raised at a particular transaction level.
What are the various types of ‘disputes’? – Following are the indicativeexamples of potential disputes: Wrong item received; Item Not as described; Damaged or Seal broken on Product; Part/Accessory missing; Item not Compatible; Seller Description/Specification Wrong; Defective (Functional issues); Product not working and Manufacturer claims invalid Invoice; In case the Seller rejects the return request of the Buyer, and Buyerraises a dispute, then petgroomly Online Private Limited will try to mediate and resolve the disputebetween both the parties. If the dispute is resolved in favour of theBuyer, a refund is provided once the product is returned to the Seller.If the dispute is settled in favour of the Seller, Buyer is entitled to anyrefund.
BUYER PROTECTION PROGRAM
In case of a dispute where the Seller is unable to provide a refund or areplacement, petgroomly Online Private Limited will actively work towards reaching a resolution.
The Buyer Protection Program covers Buyers who are unable tosuccessfully resolve their dispute with the Seller or are not satisfiedthe resolution provided by the Seller.
The Buyer can write to [email protected] if the issuewith the Seller is not resolved. petgroomly Online Private Limited’s Customer Support team willlook into the case to check for possible fraud and if the Buyer hasbeen blacklisted/blocked from making purchases on the Platform.Only after verifying these facts, a dispute can be registered.
In due course of resolution, petgroomly Online Private Limited’s Customer Support Team willfacilitate a conference call including the Seller and the Buyer.
When a dispute has been raised, petgroomly Online Private Limited may provide both the partiesaccess to each other’s Display Names, contact details including emailaddresses and other details pertaining to the dispute. Buyers andSellers are subject to final consent from petgroomly Online Private Limited for settling the dispute.
Buyer Eligibility and Restrictions – Only the Buyers who havepurchased the product on petgroomly Online Private Limited are eligible for the Buyer ProtectionProgram.
Buyers can file a dispute within 5 days from the date of delivery of theproduct.
Any damage or loss to the product after delivery will not be coveredunder this program and will completely be the Buyer’s responsibility.Buyers should refuse to accept delivery if the item is damaged.
To be able to take advantage of the Buyer Protection Program, Buyersshould first contact the Seller and attempt to resolve the issue. If theBuyer doesn’t hear from the Seller or is unable to resolve the issuewith the Seller even after contact, a dispute can be raised with petgroomly Online Private Limitedby writing an email to [email protected] Fraudulent charges and claims are not covered under Buyer ProtectionProgram.
If the Buyer has already initiated chargeback through the credit cardissuing bank, it will not be covered under Buyer Protection Program,though in such cases a Seller can file a claim through the SellerProtection Program.
Blacklisted and Blocked Buyers are not covered by the BuyerProtection Program.
Buyers who have reached their maximum lifetime limit for claims arealso not eligible. Buyers can make a maximum of 3 claims per year onpetgroomly Online Private Limited. If the claim was withdrawn, it is not counted. The coverageamount will be limited to Rs. 5,000/-.
Through the Buyer Protection program, petgroomly Online Private Limited does not provide anyguarantee/warranty to Buyers for products sold on petgroomly Online Private Limited againsttechnical/manufacturing defects.
Raising disputes against Sellers does not automatically entitle theBuyer to a refund or replacement for the product purchased. petgroomly Online Private Limitedshall verify the disputes so raised and may process only such claimsthat are valid and genuine.
petgroomly Online Private Limited shall at no point be responsible for any direct or indirect losses,expenses, costs of any nature whatsoever that may be incurred by anyBuyer/Seller.
Claims of the nature of ‘Buyer remorse’ (i.e. instances where productsare bought by the Buyer by mistake or where the Buyer chooses tochange his/her mind with regard to the product purchased by him) willnot be entertained through this program.
petgroomly Online Private Limited reserves its right to initiate civil and/or criminal proceedingsagainst a User who, files an invalid and/or false claims or providesfalse, incomplete, or misleading information. In addition to the legalproceedings as aforesaid, petgroomly Online Private Limited may at its sole discretion suspend,block, restrict, cancel the Display Name [and its related DisplayNames] of such User and/or disqualify that user and any related usersfrom availing protection through this program.
Decisions made by petgroomly Online Private Limited under the Buyer Protection Program shallbe final and binding on its Users.
petgroomly Online Private Limited reserves the right to modify / discontinue Buyer ProtectionProgram without any prior notice period to its Users. Through this program, petgroomly Online Private Limited shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller. petgroomly Online Private Limited Customer Support Team may seek additional information / clarification from Buyer to facilitate resolution of the dispute. In the event Buyer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the Seller. Disputes via Chargeback – Whenever a chargeback (CB) comes from a payment gateway/bank, following situations may arise: Item not received CB – Buyer hasn’t received the item. Refund will be
created in accordance with the dispute policies Unauthorized CB – Buyer hasn’t made this particular transaction.
Refund will be created in accordance with the dispute policies. Seller expressly agrees that issuing the correct and complete invoice is
the sole and primary responsibility of the Seller. Furthermore, Seller
shall ensure that invoices state “Powered by petgroomly Online Private Limited” and failing to do
so Seller will be liable for chargebacks (as applicable). Item not as described – meaning item is not what Buyer expected.
Dispute will be decided in accordance with the dispute policies.
EMAIL ABUSE & THREAT POLICY
Private communication, including email correspondence, is not regulated by petgroomly Online Private Limited. petgroomly Online Private Limited encourages its Users to be professional, courteous and respectful when communicating by email, however, petgroomly Online Private Limited will investigate and can take action on certain types of unwanted emails that violate petgroomly Online Private Limited policies. Such instances: Threats of Bodily Harm – petgroomly Online Private Limited does not permit Users to send
explicit threats of bodily harm. Misuse of petgroomly Online Private Limited System – petgroomly Online Private Limited allows Users to facilitate
transactions through the petgroomly Online Private Limited system, but will investigate any
misuse of this service. Spoof (Fake) email – petgroomly Online Private Limited will never ask you to provide sensitive
information through email. In case you receive any spoof (fake) email,
you are requested to report the same to Us through ‘Contact Us’ tab. Spam (Unsolicited Commercial email) – petgroomly Online Private Limited’s spam policy applies
only to unsolicited commercial messages sent by petgroomly Online Private Limited Users. petgroomly Online Private Limited
Users are not allowed to send spam messages to other Users. Offers to Buy or Sell Outside of petgroomly Online Private Limited – petgroomly Online Private Limited prohibits email offers
to buy or sell listed products outside of the petgroomly Online Private Limited Platform. Offers of
this nature are a potential fraud risk for both Buyers and Sellers. petgroomly Online Private Limited policy prohibits user-to-user threats of physical harm via any
method including, phone, email and on Our public message boards. Violations of this policy may result in a range of actions, including: Limits on account privileges; Account suspension; Cancellation of listings; Loss of special status; Other Businesses petgroomly Online Private Limited does not take responsibility or liability for the actions, products, content and services on the Platform, which are linked to Affiliates and / or third-party Platforms using Platform’s APIs or otherwise. In addition, the Platform may provide links to the thirdparty Platforms of Our affiliated companies and certain other businesses for which, petgroomly Online Private Limited assumes no responsibility for examining or evaluating the products and services offered by them. petgroomly Online Private Limited do not warrant the offerings of, any of these businesses or individuals or the content of such third-party Platform(s). petgroomly Online Private Limited does not endorse, in any way, any third-party Platform(s) or content thereof.
petgroomly Online Private Limited Infringement Verification (FIV) – Reporting Listing Violations
petgroomly Online Private Limited has put in place petgroomly Online Private Limited Infringement Verification process so that intellectual property owners could easily report listings that infringe their rights. It is in petgroomly Online Private Limited’s interest to ensure that infringing products are removed from the site, as they erode Buyer and good Seller trust. If you are a Verified Rights Owner and want to report a listing issue, see petgroomly Online Private Limited’s FIV. Note: Only the intellectual property rights owner can report potentially infringing products or listings through FIV. If you are not the intellectual property rights owner, you can still help by getting in touch with the rights owner and encouraging them to contact us. If your listing was removed through FIV, and you believe that your listing was removed in error, please contact us. petgroomly Online Private Limited does not and cannot verify that Sellers have the right or ability to sell or distribute their listed products. However, petgroomly Online Private Limited is committed to removing infringing or unlicensed products once an authorized representative of the rights owner properly reports them to petgroomly Online Private Limited. FIV works to ensure that item listings do not infringe upon the copyright, trademark or other intellectual property rights of third parties. FIV participants have the ability to identify and request removal of allegedly infringing products and materials. Any person or company who holds intellectual property rights (such as a copyright, trademark or patent) which may be infringed upon by products listed on petgroomly Online Private Limited is encouraged to become a FIV member. Program membership entitles you (Verified Rights Owner) to the following benefits: Rapid response by petgroomly Online Private Limited in ending listings reported by you (as the
Verified Rights Owner) as allegedly infringing; Dedicated priority email queues for reporting alleged infringements; The ability to obtain identifying information about petgroomly Online Private Limited’s users’ How to Become a FIV Member – To join the FIV, we require only that
you fully complete and email Us a Notice of Infringement form
specifying the allegedly infringing listings and the infringed work,
complete with an original authorized signature. The information
requested by the Notice of Infringement is designed to ensure that
parties reporting products are authorized by the rights owners, and to
enable petgroomly Online Private Limited to easily identify the material or listing to be ended. In the interest of keeping the process easy and simple, after we receive
your first Notice of Infringement in hard copy, future notices can be
sent to Us by email at [email protected]. Note: In your notice of infringement, you shall be required to identify
the individual listing which is infringing your intellectual property.
General notices shall not be accepted. We are happy to receive such information but must advise that we
may be limited in Our ability to respond to your request absent formal
notice from an authorized rights owner. A Note on Reason Codes: When identifying item numbers please use
the reasons below. When removing products from the site, petgroomly Online Private Limited will
inform Sellers of the specific reason for the removal of their products. Select the most appropriate reason. Please associate each item you
report with only one reason code.
COLLECTION OF YOUR INFORMATION
We may collect information about you in a variety of ways. The information we may collect via the Application depends on the content and materials you use, and includes:
Personal Data
Demographic and other personally identifiable information (such as your name and email address) that you voluntarily give to us when choosing to participate in various activities related to the Application, such as chat, booking appointment, adding profile details & responding to surveys. If you choose to share data about yourself via your profile, online chat, or other interactive areas of the Application, please be advised that all data you disclose in these areas is public and your data will be accessible to anyone who accesses the Application.
Derivative Data
Information our servers automatically collect when you access the Application, such as your native actions that are integral to the Application, including messaging, tracking via map as well as other interactions with the Application and other users via server log files.
Geo-Location Information
We may request access or permission to and track location-based information from your mobile device, either continuously or while you are using the Application, to provide location-based services. If you wish to change our access or permissions, you may do so in your device’s settings.
Mobile Device Access
We may request access or permission to certain features from your mobile device, including your mobile device’s storage. If you wish to change our access or permissions, you may do so in your device’s settings
Push Notifications
We may request to send you push notifications regarding your account or the Application. If you wish to opt-out from receiving these types of communications, you may turn them off in your device’s settings.
USE OF YOUR INFORMATION
Having accurate information about you permits us to provide you with a smooth, efficient, and customized experience. Specifically, we may use information collected about you via the Application to:
- Create and manage your account
- Compile anonymous statistical data and analysis for use internally.
- Email you regarding your account or order.
- Enable partner-to-user or user-to-partner communications.
- Increase the efficiency and operation of the Application.
- Request feedback and contact you about your use of the Application.
- Resolve disputes and troubleshoot problems.
- Send you a newsletter.
- Solicit support for the Application.
- Location tracking in background and foreground for fulfilling order.
Trademark – infringement
Trademark owner doesn’t make this type of product or has discontinued the production of the product. Item(s) is an unlawful replica of a product made by the trademark owner or is counterfeit Trademark-listing description infringement Listing(s) has unlawful comparison to trademark owner’s brand orproduct. Listing(s) contains unlawful use of trademark owner’s logo.
Copyright – item infringement
Software is being offered without any license or in violation of alicense; Item(s) is a bootleg recording; Item(s) is an unlawful copy (software, games, movies, etc.); Item(s) is unlawful duplication of printed material; Item(s) is an unlawful copy of other copyrighted work (paintings,sculptures, etc.) Copyright – listing content infringement Listing(s) comprises unauthorized copy of copyrighted text; Listing(s) comprises unauthorized copy of copyrighted image; Listing(s) comprises unauthorized copy of copyrighted image and text
