Contact Us
Last updated: 31 July 2026
We keep three email addresses, each read by a different person for a different kind of problem. Picking the right one is not a formality — two of them carry response deadlines we are legally held to, and mail sent to the wrong address arrives outside that process.
If you are not sure, use support@petcareembrace.com. We will route it internally and the clock still starts from when you first wrote.
The three addresses
support@petcareembrace.com
Everyday help. This is the general door and the one most people want.
- Trouble signing in, or with the app itself
- Questions about bookings — vets, grooming, boarding, stores
- A provider did not show up, or the booking went wrong
- Billing questions, subscriptions, refunds and cancellations
- Questions about the free trial
- Anything you cannot place, or anything at all if you would rather not choose
Refunds have their own published terms and timelines — see Refunds & Cancellations.
grievance@petcareembrace.com
Formal complaints. Read by our Grievance Officer, appointed under Rule 3(2) of the IT Rules, 2021. Use this when something needs to be investigated and acted on, not merely answered.
- Unlawful, abusive, harassing or misleading content posted by another user
- A provider with false credentials, or who mistreated an animal
- Someone impersonating you, your business or your practice
- Copyright or trademark infringement — include proof of ownership
- Non-consensual intimate imagery, which we remove within 24 hours
- Any complaint you have already raised at support@ and are not satisfied with
The Grievance Officer's name, designation and postal address are published in full on our Grievance Redressal page, along with what to include so your complaint can be handled quickly.
privacy@petcareembrace.com
Your personal data. Read by our data protection contact — deliberately a different person from the Grievance Officer. Use this to exercise your rights under the Digital Personal Data Protection Act, 2023.
- Ask for a copy of the personal data we hold about you
- Correct or complete anything that is wrong
- Request deletion of your account and your data
- Nominate someone to exercise your rights if you die or become incapacitated
- Withdraw a consent you previously gave
- Ask how a particular piece of your data is used, or complain about how it was handled
What we collect and why is set out in our Privacy Policy. Account deletion is currently handled as an email request to this address.
Quick routing
| If you want to… | Write to |
|---|---|
| Get help using the app or a booking | support@ |
| Ask about a charge, refund or cancellation | support@ |
| Report a provider or another user | grievance@ |
| Report content that breaks the rules | grievance@ |
| Report impersonation or infringement | grievance@ |
| Escalate a complaint we did not resolve | grievance@ |
| See, correct or delete your data | privacy@ |
| Delete your account | privacy@ |
| Ask a press, partnership or business question | support@ |
How quickly we reply
These are commitments, not aspirations. Where a deadline is set by law we have published it; where none applies we have not invented one.
| What | When |
|---|---|
| We acknowledge a grievance and give you a ticket number | Within 24 hours |
| We resolve a grievance and tell you the outcome and why | Within 15 days |
| We act on a data protection request | Within 15 days |
| We complete an account deletion after you ask | Within 30 days |
| We acknowledge a refund request | Within 24 hours |
| We decide a refund request | Within 15 days |
| General support questions | As quickly as we can — we are a small team and we would rather not promise a number we cannot keep |
Community
We run a Discord server for the PetCare community — product questions, feature requests, and talking to other pet parents and farmers.
Join: [DISCORD INVITE LINK]
Two things to know about it:
- It is not a support or complaints channel. Nothing posted in Discord starts any of the timelines above. If your problem needs a record and a deadline, email it — a message in a chat server is not a complaint we can be held to, and we would rather you were protected than fast.
- Do not post personal information there. Not your account details, not your address, not photographs of documents. Discord is a third-party service outside our control, and anything you post is visible to other members.
The server follows the same 18+ rule as the rest of PetCare, and the same content standards set out in our Terms of Service.
Company details
- Registered name
- PETCARE EMBRACE PRIVATE LIMITED
- Corporate Identity Number (CIN)
- U62010NL2026PTC014177
- Date of incorporation
- 10 July 2026
- Registered office
- Mokokchung Town, Mokokchung, Nagaland – 798601, India
- GSTIN
- [GSTIN — applied for]
- Website
- petcareembrace.com
- Customer care
- support@petcareembrace.com · [PHONE]
A note on other addresses
Mail from PetCare is sent from noreply@petcareembrace.com — verification emails, booking confirmations and the like. Nobody reads replies to it, so please use one of the three addresses above instead.
We publish only those three. If you receive an email claiming to be from PetCare Embrace at any other address, treat it with suspicion and forward it to grievance@petcareembrace.com.
If we do not resolve it
Our answer is not the end of the road. The escalation routes open to you — the Data Protection Board of India, the National Consumer Helpline on 1915, the veterinary councils, and cybercrime.gov.in — are listed on our Grievance Redressal page.