Terms of Service

Last updated: 31 July 2026

These Terms are an agreement between you and PetCare Embrace Private Limited. By creating an account or using the PetCare app or this website, you accept them. Please read them — particularly the sections on what we are responsible for and what we are not.

These Terms, together with the Privacy Policy, the Cookie Policy and the Refunds & Cancellations policy, are the rules and regulations, privacy policy and user agreement referred to in the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Who can use PetCare

You must be at least 18 years old to create an account. By registering you confirm that you are. You are responsible for keeping your login details secure and for everything done through your account, so tell us promptly at support@petcareembrace.com if you think someone else has access to it.

You must give accurate information when you register and keep it up to date.

What PetCare is — and is not

PetCare is a platform. We connect you with independent vets, groomers, boarding facilities, stores, extension officers and other providers. We do not employ them and we do not provide veterinary or any other animal care ourselves. The contract for any service is between you and the provider who delivers it.

We check credentials where we can — for example against veterinary council registration numbers — and we show a verification status on provider profiles. That is a check, not a guarantee. We are not responsible for the quality, safety, timing or outcome of the services a provider delivers, for their pricing, or for anything they tell you. Always follow qualified professional advice about your animals.

Similarly, information other users post — community answers, reviews, adoption listings — comes from those users, not from us.

AI health assessments

You must not use the AI assessment to make treatment decisions on your own, to dose or medicate an animal, or in place of professional care. What you type is sent to a third-party AI provider — see the Privacy Policy.

Bookings

When you request a booking, you are asking that provider for an appointment. The provider may accept or decline. Cancellations, no-shows and any charges are covered in Refunds & Cancellations.

Online payments are currently switched off. Bookings run in "pay at clinic" mode, meaning you pay the provider directly. When online payments are enabled we will say so in the app.

Acceptable use

You must not use PetCare to host, display, upload, publish, transmit, store, update or share anything that:

• belongs to someone else and which you have no right to;
• is obscene, pornographic, paedophilic, invasive of another's privacy including bodily privacy, or harmful to a child;
• is defamatory, libellous, racially or ethnically objectionable, or promotes enmity or hatred between groups;
• relates to or encourages money laundering or gambling, or is otherwise unlawful;
• impersonates another person, or is deceptive or misleading about its origin;
• threatens the unity, integrity, defence, security or sovereignty of India, its friendly relations with foreign states, or public order, or incites the commission of an offence;
• contains a software virus or any code designed to interrupt, destroy or limit the functionality of any computer resource;
• is patently false or misleading but presented as fact, or knowingly communicates misinformation;
• infringes any patent, trademark, copyright or other proprietary right.

You must also not misuse the service, attempt to disrupt or overload it, scrape it, reverse-engineer it, or access it by unauthorised means.

Animal welfare matters here: do not use adoption or lost & found listings to sell animals deceptively, to advertise animals for fighting or breeding mills, or to abandon an animal.

Obligations of service providers

If you register as a service provider, you additionally agree that:

• every credential, licence and registration number you supply is genuine, current and yours;
• you hold whatever registration or licence the law requires for the services you offer — including registration under the Indian Veterinary Council Act, 1984 if you practise veterinary medicine;
• you will tell us promptly if a registration lapses, is suspended or is cancelled;
• the fees, hours and services shown on your profile are accurate;
• you will serve users honestly and treat animals in your care humanely.

Supplying false credentials is grounds for immediate removal, and we may report it to the relevant council or authority.

Your content

What you post stays yours. By posting it you give us a non-exclusive, royalty-free licence to host, store, display and distribute it within PetCare so that the service can function — for example showing your lost & found notice to other users in your area. This licence ends when you delete the content, except for copies already distributed to other users.

You are responsible for what you post and you confirm you have the right to post it.

Reporting content, and removal

If you see content that breaks the rules above, report it in the app or email grievance@petcareembrace.com. We acknowledge reports within 24 hours and aim to resolve them within 15 days. Complaints about non-consensual or sexually explicit imagery are actioned within 24 hours. See Grievance Redressal for the full process.

We may remove content, suspend or terminate an account where we reasonably believe these Terms have been broken, where the law or a competent authority requires it, or where leaving it up would risk harm to a person or an animal. Where we can, we will tell you why and how to challenge it. On receiving a valid court order or government direction, we remove the content concerned within 36 hours.

Subscriptions and pricing

PetCare offers a free tier and paid plans. Plan prices are shown on our home page and in the app. Trials, billing, cancellation and refunds are set out in Refunds & Cancellations. We may change prices, and will give notice in the app before a change takes effect for you.

Availability

We work to keep PetCare running, but we do not promise it will be uninterrupted or error-free. We may change, suspend or withdraw features. If we discontinue the service altogether, we will give reasonable notice so you can export or delete your records.

Disclaimers and limitation of liability

PetCare is provided "as is". To the fullest extent permitted by law, we exclude implied warranties of merchantability, fitness for a particular purpose and non-infringement.

To the fullest extent permitted by law, we are not liable for indirect, incidental, special or consequential loss, or for loss of profit, data or goodwill, arising from your use of PetCare. We are not liable for the acts or omissions of independent providers, for decisions you take based on an AI assessment, or for content posted by other users.

Where liability cannot lawfully be excluded, our total liability to you for all claims in any 12-month period is limited to the greater of the amount you paid us in that period, or ₹1,000.

Nothing in these Terms limits liability for fraud, for death or personal injury caused by our negligence, or for anything else that cannot be limited under Indian law — including your rights as a consumer under the Consumer Protection Act, 2019.

Indemnity

You agree to indemnify PetCare Embrace Private Limited against claims, losses and reasonable legal costs arising from your breach of these Terms, from content you post, or from your infringement of someone else's rights. If you are a service provider, this extends to claims arising from the services you deliver.

Ending your account

You can close your account at any time by emailing privacy@petcareembrace.com from your registered address. We will delete it within 30 days — see the Privacy Policy. A self-service delete button is being built into the app. We may suspend or terminate an account for a serious or repeated breach of these Terms, or where required by law. Sections that by their nature should survive termination — liability, indemnity, governing law — do.

Governing law and jurisdiction

These Terms are governed by the laws of India. The courts at Mokokchung, Nagaland have exclusive jurisdiction over any dispute, subject to any right you have as a consumer to bring proceedings where you live.

Changes to these Terms

We may update these Terms. The new version will be posted here with a new date, and we will notify you in the app when a change is significant. We will also remind you at least once a year of these Terms and the Privacy Policy, as the IT Rules require. Continuing to use PetCare after a change means you accept it; if you do not, you can delete your account.

Contact us

Questions about these Terms: support@petcareembrace.com
Complaints and content reports: grievance@petcareembrace.com