Grievance Redressal
Last updated: 31 July 2026
If something has gone wrong — a provider mistreated you or your animal, content in the app breaks the rules, your data was mishandled, or a payment is disputed — this page tells you exactly who to contact and what will happen next.
This page also carries the disclosures required of us as an intermediary under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and as a marketplace e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020.
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]
Grievance Officer
Appointed under Rule 3(2) of the IT Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.
- Name
- [NAME]
- Designation
- [DESIGNATION]
- grievance@petcareembrace.com
- Postal address
- PetCare Embrace Private Limited, Mokokchung Town, Mokokchung, Nagaland – 798601, India
Data protection contact
For questions or complaints about your personal data specifically — access, correction, deletion, or how we have used it — contact [NAME, DESIGNATION] at privacy@petcareembrace.com. Your rights under the Digital Personal Data Protection Act, 2023 are set out in our Privacy Policy.
What happens when you complain
| Stage | Timeline |
|---|---|
| We acknowledge your complaint and give you a ticket number | Within 24 hours |
| We investigate and resolve it, and tell you the outcome and why | Within 15 days |
| Non-consensual intimate imagery, or content impersonating another person | Removed within 24 hours |
| Content covered by a valid court order or government direction | Removed within 36 hours |
| Information requested by a lawful government agency | Provided within 72 hours |
If we cannot resolve something within 15 days we will tell you before that deadline, explain why, and give you a revised date.
What to include
Complaints are far quicker to resolve when they arrive complete. Please include:
- Your name and the email address registered on your PetCare account.
- What happened, and when.
- Who or what it concerns — the provider's name, the booking reference, or a link to the content.
- Screenshots or photographs, if you have them.
- What outcome you are looking for.
Under the IT Rules, complaints about content should be signed — an email sent from your registered address is sufficient.
Reporting specific problems
| Problem | Where to send it |
|---|---|
| Unlawful, abusive or misleading content in the community | Report in the app, or grievance@petcareembrace.com |
| A provider with false credentials, or who mistreated an animal | grievance@petcareembrace.com |
| Someone impersonating you or your business | grievance@petcareembrace.com |
| Copyright or trademark infringement | grievance@petcareembrace.com — include proof of ownership |
| Privacy and data protection | privacy@petcareembrace.com |
| Billing, refunds and cancellations | support@petcareembrace.com — see Refunds & Cancellations |
| Anything else | support@petcareembrace.com |
If you are still not satisfied
Our decision is not the end of the road. Depending on what your complaint is about, you can escalate to:
- Data Protection Board of India — for complaints about how we handled your personal data, once you have raised it with us first.
- National Consumer Helpline (1915) or the consumer commission with jurisdiction over you — for consumer disputes, under the Consumer Protection Act, 2019.
- The relevant State Veterinary Council or the Veterinary Council of India — for professional misconduct by a registered veterinarian.
- Cyber Crime Reporting Portal (cybercrime.gov.in) — for fraud, impersonation or online offences.
Our commitment
We will not retaliate against anyone for making a good-faith complaint. We will not require you to withdraw a complaint as a condition of resolving it. And we will tell you the reason for our decision, not merely the decision.