Terms of service

Please read the terms of service (“Terms”) carefully before using the “Website” and mobile application Vetic (“App”). This website and app (collectively hereinafter referred to as the “Platform”) are owned, registered and operated by Petpai Technologies Private Limited (“Platform owner”, “Company”, “ We”, “ Use”, or “Our”), a private limited company having its registered office at 4th Floor, Tower A, Spaze business park, Sector 66, Golf course extension road, Gurgaon - 122102. These Terms of Service (“Terms”) govern Your access to or use of the Platform and the Services (as defined below) made available on the Platform. By accessing the Platform or using the Service, the Platform user of the Website or App (hereinafter referred to as “User”, “You” , “Your”) agrees to be bound by these Terms. Your access to or use of the Service is conditioned on Your acceptance of and compliance with these Terms and other policies of the Platform. The Company requests You, to please read these Terms and all other policies of the Platform (“Platform Policies”) carefully before using or registering on the Platform. If You do not agree with these Terms or any other Platform Policies, please do not access the Platform or use the Service.

Unless you notify us in writing, of your intention to opt out from further direct and indirect marketing communications and solicitations, you are agreeing to continue to receive emails, calls and messages through different mediums for soliciting Products and services.

The Company provides the service of: (i) offering for sale various pet care products including food, toys, accessories for pets on the Platform (“Product(s)”), and (ii) offering veterinary services including but not limited to grooming services, in clinic OPD consultations, vaccinations, surgeries etc (collectively the “Services”).

These Terms:
(i) will be considered to be an electronic record under the Indian data privacy laws including the Information Technology Act, 2000 read with rules and regulations made thereunder; and
(ii) will not require any physical, electronic, or digital signature by the Company.

1. Eligibility and Access

The Service is not available to persons, under the age of 18 (eighteen) years or to any User suspended or removed from the Platform for any reason whatsoever. You represent that You are of legal age to form a binding contract and are not a person barred from using or accessing the Platform and receiving the Services by the Company or under the applicable laws of India.
The Services are always evolving and the form and nature of the Services may change from time to time. In addition, the Company may stop (permanently or temporarily) providing the Service (or any features within the Platform) to You or to Users generally and may not be able to provide You with prior notice.

2. Access and Use of Service

In order to use the Service, You are required to create an account on the Platform by providing your credentials, such as Your name, email address and such other details as may be required by the Platform (“Account”).
You shall ensure and confirm that the Account information provided by You is complete, accurate and up-to-date. If there is any change in the Account information, You shall promptly update Your Account information on the Platform or by writing to the Company at support@vetic.in. If You provide any information that is untrue, inaccurate, not current or incomplete (or becomes untrue, inaccurate, not current or incomplete subsequently), or if the Company has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, the Company has the right to suspend or terminate Your Account and refuse any and all current or future use of the Service (or any portion thereof) at its discretion, in addition to any right that the Company may have against You at law or in equity, for any misrepresentation of information provided by You.
You are responsible for maintaining the confidentiality of Your Account information and for all activities that occur on or in connection with Your Account. You agree to notify the Company immediately of any unauthorized access or use of Your Account or any other breach of security and ensure that You exit from Your Account at the end of each session. You acknowledge and agree that the Company is not responsible or liable for any damages, losses, costs, expenses, or liabilities related to any unauthorized access to or use of Your Account. You may be held liable for losses incurred by the Company or any other User of or visitor of the Platform due to authorized or unauthorized use of Your Account as a result of Your failure in keeping Your Account information secure and confidential.
You shall not have more than one active Account on the Platform. You are prohibited from selling, trading, or otherwise transferring Your Account to another party or impersonating any other person for the purpose of creating an Account with the Platform. The Company reserves the right to refuse access to the Service to new Users or to terminate access granted to existing Users at any time if such access or use of the Platform or the Service is found to be in breach of these Terms or Platform Policies or applicable laws or pursuant to any administrative or judicial order or direction by any governmental authority.

3. Services

Sale of Veterinary Products:

The Company lists various Products for sale on the Platform, which are invitations to offer, not direct offers for sale.
By placing an order, You make an offer to the Company. We reserve the right to accept, decline, or limit orders at Our discretion, without prior notice.
All veterinary services, including OPD, vaccination, and treatment, are provided by registered medical practitioners.

4. Acceptable Use

The Service permits You to buy the Products available on the Platform and book the Services over the Platform.
You represent and warrant that You shall not
upload, publish, transmit, update or share information.

That belongs to another person and to which You do not have any right.
That is, or that incites or encourages, action that is explicitly or implicitly: illegal, harmful, abusive, insulting, harassing, threatening, hateful, racially or ethnically objectionable, derogatory, harmful to any reputation, disparaging, defamatory, libelous, pornographic, indecent, profane, obscene, pedophilic, or otherwise objectionable (including nudity), blasphemous, invasive of another's privacy (including bodily injury), or related to money laundering or gambling.
That is patently false or untrue and is written or published with the intent to mislead or harass a person, entity, or agency for financial gains or to cause injury to any person.

violate any law, regulation, or court order.
Violate, infringe, or misappropriate the intellectual property, privacy, publicity, moral, or other legal rights of any third party.
Harm minors in any way.
Send advertising or commercial communications, including spam, or other unauthorized communications.
send communication that deceives or misleads the addressee about the origin of such messages or communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact.
engage in spidering or harvesting, or participate in the use of software, including spyware, designed to collect data from the Platform, including from any User of the Platform
transmit any virus, other computer instruction, or technological means intended to, or that may, disrupt, damage, or interfere with the use of computers or limit the functionality of any computer resource or related systems
stalk, harass, threaten, harm or impersonate any third party
participate in any fraudulent or illegal activity, including phishing, money laundering, or fraud
use any means to scrape or crawl any part of the Platform
attempt to circumvent any technological measure implemented by the Company, any of the Company’s service providers, or any other third party (including another User) to protect the Company, the Platform, Users, Recipients, or any other third party
access the Platform to obtain information to build a similar or competitive application, or provide similar Services
attempt to decipher, decompile, disassemble, or reverse engineer any of the software or other underlying code used to provide the Platform
send communication that threatens the unity, integrity, defense, security or sovereignty of India, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offense or prevents investigation of any offense or is insulting any other nation; or
advocate, encourage, or assist any third party in doing any of the foregoing.

5. Fees and Payment

Fees: The fee for the Services and the Products is as specified on the Platform. You agree to pay all amounts due in accordance with the payment terms in effect when You purchase any Service or Products.
Currency: All transactions shall be in Indian Rupees (“INR”) unless otherwise specified at the time of purchase.
Payment: All payments for the Services or Products purchased by You through the Platform, shall be made by using a valid payment mode through the applicable third party payment provider (the payment provider as selected by the Company) (“Payment Details”). You hereby represent that You have the authority to use such payment mode and have sufficient funds to complete the Services. By providing such details, You represent, warrant, and covenant that: (1) You are legally authorized to provide such details; (2) You are legally authorized to perform payments using such details; and (3) such action does not violate the terms and conditions applicable to Your use of such details or applicable law. You must provide the third party payment provider with valid payment information (Visa, MasterCard, or other issuer accepted by the payment provider). You acknowledge and agree that the Company does not operate, own, or control the payment provider and only facilitates the third-party payment gateway for processing of payment. Your use of Your payment card is governed by Your agreement with and the privacy policy of the payment provider and not these Terms. You agree to immediately notify the payment provider of any change in Your billing address (or other information) for Your payment method.
Except to the extent otherwise required by applicable law, the Company is not liable for any payments authorized through the Platform using Your Payment Details. Particularly, the Company is not liable for any payments that do not complete because: (1) Your bank account or any other payment did not contain sufficient funds to complete the transaction; (2) You have not provided the Company with correct Payment Details; (3) Your payment card has expired; or (4) circumstances beyond the Company’s control (such as, but not limited to, power outages, interruptions of cellular service, or any other interferences from an outside force) prevent the execution of the transaction.
The Platform shall not be responsible for any unauthorised transactions conducted on Our Platform using Your payment card or internet banking. The Platform shall not be obligated to refund any money to You in such instances.
Additional shipping charges may be applicable on the Products purchased by You. Please refer to the delivery charges while ordering for the applicable delivery charges.
Cancellation: Once order is done, cannot be cancelled.
Returns: Applicable only in case of damaged or expired product. Verification of the same will be done by Us via images and / or videos. Refund will be processed after the verification within 7-14 business days.
Payment Questions: If You have a question about a purchase made on the Platform or a charge to Your payment card, please contact Us at support@vetic.in. The Company has the sole discretion to determine how billing disputes will be resolved.
Cancellation: Orders cannot be canceled once placed.
Returns: Only applicable for damaged or expired products. Verification will be conducted via images or videos, and refunds will take 7-14 business days.
Payment Questions: For questions about purchases or billing disputes, contact support@vetic.in. The Company determines how disputes will be resolved.

Advance Payment Policy:

Advance payment for booking appointment: Advance of ₹49 is charged on the booking for few slots. This advance is fully redeemable during the billing at the clinic.
Cancellation & Reschedule Charges: This advance is fully refundable for cancellation before 3 hours. However for cancellations or reschedule made within 3 hours of appointment start time, cancellation fees of ₹49 will be charged. This helps us to partially compensate for service provider’s time.
Refund: For cancellations before 3 hours of booking start time, entire advance will be refunded within 5-7 business days to the original payment source.

6. Vetic Membership Terms & Conditions

The Vetic Membership is valid for 12 months from the date of purchase of the membership package.
One pet per client is allowed under the Vetic Membership policy. If a client registers multiple pets with Vetic under a single membership, the membership benefits shall be consumed in accordance with the actual services rendered to each pet.
The Vetic Membership is non-transferrable . The Vetic Membership is only valid for the client's registered contact number and cannot be transferred to another contact number or to other clients.
The Vetic Membership is non-refundable and non-cancellable . Any refund for any services is subject to Vetic's sole discretion and is limited to an amount equal to the price of each individual product and service provided as part of membership. Cancellation Processing fee will be applicable in such cases.
The client shall be informed of all the Vetic Membership perks and exclusions via the invoice at the time of purchase. Any additional Vetic services and products that are not listed on the invoice do not qualify as part of the membership's offering.
Services, discounts, and other perks provided as part of the Vetic Membership may be changed or discontinued at any time at Vetic's sole discretion.
Vetic Membership users can avail the benefits of membership across the Vetic Clinics. The client is responsible for paying any additional fees resulting from price differences between clinics.
case of free services provided under Vetic Membership exhausted during the period of membership, clients can continue availing the other benefits of the membership till the validity of the Membership is over.
Vetic Membership users have the option to renew their memberships at any time. In this situation, the client's current membership will no longer be valid and a new one will take effect.

7. Vetic Pet Health Shield powered by HDFC Ergo Paws n Claws Terms and Conditions

There is no tax benefit associated with the Vetic Pet Health Shield.
Pregnancy-related surgeries are not covered under the Vetic Pet Health Shield.
No Claim Bonus (NCB) is not applicable under the Vetic Pet Health Shield.
Payment for the treatment must be made upfront by the policyholder, and the claim will be settled via the reimbursement process after submission and verification of all required and valid documents.
Once Vetic Pet Health Shield is issued, cancellation charges will apply.
Claim settlement may take up to 45 working days, subject to receiving all necessary and valid documents and clearance from HDFC Ergo.
The purchase cost of prescription food is not covered under Vetic Pet Health Shield.
Pre-existing illnesses or health conditions are not covered under the Vetic Pet Health Shield.
Elective surgeries such as neutering, spaying, dental scaling, and surgeries related to congenital issues are not covered under the Vetic Pet Health Shield.

* Vetic Pet Health Shield powered by HDFC Ergo Paws n Claws is also referred to as Vetic Pet Health Shield interchangeably.

8. Ownership

You acknowledge and agree that the Company or its licensors own all right, title, and interest in and to: (i) the Platform and the “look and feel” of the Platform, including all software, ideas, processes, data, text, media, and other content available on the Platform (individually, and collectively, “Content”); and (ii) the Company’s trademarks, logos, and brand elements (“Marks”). You shall not duplicate, copy, or reuse any portion of the Content, Marks, HTML/CSS, JavaScript, visual design elements, or concepts without the Company’s prior express written consent. The Company and such relevant third party reserve all rights not expressly granted in these Terms.
You shall not make any disparaging or derogatory remarks, comments, or statements, whether verbal or written, against the Company. You acknowledge and agree that any feedback, comments, or suggestions You may provide regarding the Platform or the Services are entirely voluntary, and the Company will be free to use such feedback, comments, or suggestions as it sees fit and without any obligation to You.

9. Copyright and Intellectual Property Policy

Take Down Notice:

Your address, telephone number, and email address
A description of the work that You claim is being infringed, with adequate information to identify the work.
A description of the material that You claim is infringing and are requesting be removed along with information about where it is located or stored.
Details establishing that the work which is the subject matter of infringement is being infringed, and details establishing that You are the owner or exclusive licensee of the work or agent of such owner or exclusive licensee.
An electronic or physical signature of the copyright owner (or a person authorized to act for the copyright owner).
Details of the person, if known, who is responsible for uploading the work infringing Your copyright.
An undertaking that You shall file an infringement suit in the competent court against the person responsible for uploading the infringing copy and produce the orders of the competent court having jurisdiction, within a period of twenty-one days from the receipt of the take down notice by the Company.
A statement by You, made under penalty of perjury, that the information You are providing is accurate and that You are the copyright owner or authorized to act on behalf of the copyright owner. If You do not follow these requirements, Your notice may not be considered valid.
Termination Policy: If We determine that You are a repeat infringer, We may terminate Your access to the Platform, remove or ban You and/or terminate any Account created or controlled by You, and take other appropriate action in Our sole discretion.

10. Privacy

Your privacy is important to us. Our Privacy Policy explains how We collect, use, handle and share personal information and other data. Please refer to Our Privacy Policy available at https://vetic.in/privacy-policy.

11. Communications

You hereby expressly agree to receive communications by way of SMS, WhatsApp and/or e-mails from the Company relating to the Services provided through the Platform. You can unsubscribe/ opt-out from receiving communications from the Company SMS and e-mail anytime by visiting the Platform. In which case, the Company will only send You communications solely required for the purposes of the Services provided through the Platform.

By using the Website and/or registering yourself at Vetic.in you authorize us to contact you via email or phone call or SMS or WhatsApp and offer you our services, imparting product knowledge, offer promotional offers running on the website & offers offered by the associated third parties, for which reasons, personally identifiable information may be collected. And irrespective of the fact that you have also registered yourself under DND or DNC or NCPR service, you still authorize us to give you a call from Vetic for the above-mentioned purposes.

12. License to Use the Service and Platform

Subject to compliance with the Terms, the Company hereby grants You a personal, royalty-free, limited, non-assignable and non-exclusive license to use the Service and the Platform. This license is for the sole purpose of enabling You to use and enjoy the benefit of the Service for Your personal and non-commercial use, in the manner permitted by these Terms. You agree not to use the Service for any public performances.
You may access the Service only in geographic locations within India.
You agree to use the Service only: (a) for purposes that are permitted by the Terms; and (b) in accordance with applicable law, regulation or generally accepted practices or guidelines. You agree not to engage in activities that may adversely affect the use or access of the Service by other Users.
You agree to use the Service only: (a) for purposes that are permitted by the Terms; and (b) in accordance with applicable law, regulation or generally accepted practices or guidelines. You agree not to engage in activities that may adversely affect the use or access of the Service by other Users.
You agree to use the Service only: (a) for purposes that are permitted by the Terms; and (b) in accordance with applicable law, regulation or generally accepted practices or guidelines. You agree not to engage in activities that may adversely affect the use or access of the Service by other Users.

13. Links to Third Party Websites

The Platform may contain links to social media platforms or third - party websites. You acknowledge and agree that the link does not mean that the Company endorses or is affiliated with such third platform or website. You further agree and acknowledge that the Company is not responsible or liable for (a) the availability or accuracy of such third - party platform or website; (b) the content, products, or services on or available from such websites or resources; or (c) for any damages, losses, costs, expenses, or liabilities related to Your use of the platform or website. You should always read the terms and conditions and privacy policy of a platform or website before using it. You acknowledge sole responsibility for and assume all risk arising from Your use of any such websites or resources.

14. Changes to the Platform

You acknowledge and agree that the Company may change or discontinue any aspect of the Platform at any time, without giving any notice to You.

15. Termination and Reservation of Rights

You may cancel Your Account at any time by writing to the Company at support@vetic.in. The Company reserves the right to terminate Your Account or block Your access to the Platform, at any time, for any reason, in its sole discretion. If You violate any of these Terms, Your permission to use the Platform automatically terminates.

16. Indemnification

You agree to indemnify, defend, and hold harmless the Company and its parent company, subsidiaries, affiliates, and their officers, employees, directors, shareholders, agents, partners, vendors, and licensors (each, a “Company Party,” and collectively, “Company Parties”) from and against any and all claims, costs, proceedings, demands, losses, damages, and expenses (including reasonable attorneys’ fees and costs) of any kind or nature arising from, out of, in connection with, or relating to: (a) any breach or non-performance of any representation, warranty, covenant or agreement made or obligation to be performed by You pursuant to these Terms, or Privacy Policy; or (b) use of the Platform. The Company may select counsel for and control the defense of any claim that You are indemnifying. Further, You agree to hold the Company Parties harmless against any claims made by any third party due to, or arising out of, or in connection with, Your use of the Platform, any misrepresentation with respect to the data or information provided by You, Your violation of the Terms, or Your violation of any rights of another, including any intellectual property rights.

17. Disclaimers and Limitations on Our Liability

You acknowledge and agree that Your use of the Platform is at Your own risk and that the Platform is provided on an “as is” and “as available” basis. To the extent permitted by applicable law, the Company disclaim all warranties, conditions, and representations of any kind, whether express, implied, statutory, or otherwise, including those related to merchantability, fitness for a particular purpose, non-infringement, and arising out of or in the course of dealing with or usage of the Platform.
In particular, the Company make no representations or warranties about the accuracy or completeness of content available on or through the Platform, third party website linked to or integrated with the Platform, the Services or the Products. The Company does not warrant or endorse the effectiveness, quality or safety of the Products or Services available on the Platform. The Company disclaim all responsibility for any harm to the patients resulting from any Product/ Services available on the Platform.
You acknowledge and agree that the Company will have no liability for any: (i) errors, mistakes, or inaccuracies of Content; (ii) personal injury, property damage, or other harm resulting from Your access to or use of the Platform; (iii) any unauthorized access to or use of Our servers, any personal information, or User data; (iv) any interruption of transmission to or from the Platform; (v) any bugs, viruses, trojan horses, or the like that may be transmitted on or through the Platform; or (vi) any damages, losses, costs, expenses, or liabilities of any kind incurred as a result of any content posted or shared through the Platform.
You acknowledge and agree that when using the Platform, You will be exposed to content from a variety of sources, and that the Company is not responsible for the accuracy, usefulness, safety, legality, or intellectual property rights of or relating to any such content. You further understand and acknowledge that You may be exposed to content that is inaccurate, offensive, indecent, objectionable, or harassing, and You agree to waive, and hereby do waive, any legal or equitable rights or remedies You have or may have against any Company Party with respect thereto.
The Company shall not be responsible for the delay or inability to use Platform or related functionalities, the provision of or failure to provide functionalities, or for any information, software, functionalities, and related graphics obtained through the Platform, or otherwise arising out of the use of the Platform or Service, whether based on contract, tort, negligence, strict liability or otherwise. Further, the Company shall not be held responsible for non-availability of the Service during periodic maintenance operations or any unplanned suspension of access to Service that may occur due to technical reasons or for any reason beyond the Company’s control.
The Company ensures that the pricing and availability of Products and Services on the Platform is accurate and up to date. However, rarely, there may be an error on the pricing of a Product/Service or an error related to Product availability. In such cases, We are not responsible for any typographical errors and We reserve the right to cancel the sale.
To the fullest extent permitted by applicable law, You acknowledge and agree that in no event will any Company Party be liable to You or to any third party for any indirect, special, incidental, punitive, or consequential damages (including for loss of profits, revenue, or data) or for the cost of obtaining substitute products, arising out of or in connection with these Terms, however caused, whether such liability arises from any claim based upon contract, warranty, tort (including negligence), strict liability, or otherwise, and whether or not the Company has been advised of the possibility of such damages.
To the maximum extent permitted by applicable law, the Company’s total cumulative liability to You or any third party under these Terms, including from all causes of action and all theories of liability, will be limited to and will not exceed the amount paid by You at the time of purchase of goods or purchase of Services on the Platform during, immediately preceding the date of the claim.
You agree that the limitations of damages set forth above are fundamental elements of the basis of the bargain between the Company and You.

18. Violation of the Terms

You agree that any violation by You of these Terms will constitute an unlawful and unfair business practice, and will cause irreparable harm to the Company, for which monetary damages would be inadequate, and You consent to the Company obtaining any injunctive or equitable relief that they deem necessary or appropriate in such circumstances. These remedies are in addition to any other remedies that the Company may have at law or in equity. If the Company takes any legal action against You as a result of Your violation of these Terms, they will be entitled to recover from You, and You agree to pay, all reasonable attorneys’ fees and costs of such action, in addition to any other relief that may be granted.

19. Suspension and Termination

The Terms will continue to apply until terminated by either You or the Company as set forth below. If You object to the Terms or are dissatisfied with the Platform, Your only recourse is to (i) close Your Account on the Platform; and/or (ii) stop accessing the Platform.
The Company may delist You or block Your future access to the Platform or suspend or terminate Your Account if it believes, in its sole and absolute discretion that You have infringed, breached, violated, abused, or unethically manipulated or exploited any term of these Terms or anyway otherwise acted unethically. Notwithstanding anything in this clause, these Terms will survive indefinitely unless and until the Company chooses to terminate them.
If You or the Company terminate Your use of the Platform, the Company may delete any Content or other materials relating to You and the Company shall have no liability to You or any third party for doing so. However, Your transaction details may be preserved by the Company for purposes of tax or regulatory compliance.
You shall be liable to pay any fees or charges as may be applicable in respect of the Services until the date of termination by either party whatsoever.
The Company shall have the right to cease/terminate the relationship by giving You a prior twenty-four (24) hours’ written notice.

20. Other Provisions

Force Majeure : Under no circumstances will the Company be liable for any delay or failure in performance due in whole or in part to any acts of God (such as earthquakes, storms, floods, etc.), unavoidable accidents, laws, rules, regulations or orders of government authorities, acts of war (declared or not), terrorism, hostilities, blockades, civil disturbances, embargoes, strikes, any natural disasters such as any epidemic or pandemic, or any other event or cause beyond the reasonable control of any Party.
Choice of Law and Jurisdiction : These Terms will be governed by and construed in accordance with the laws of India, without giving effect to any conflict of laws rules or provisions. Any disputes arising in relation hereto between You and the Company shall be subject to the exclusive jurisdiction of courts at Gurgaon, Haryana, India.
Severability : If any provision of these Terms is found to be invalid or unenforceable, that provision will be deemed appropriately modified to give effect to the intent of the provision or, if modification is not possible, will be severed from these Terms and will not affect the enforceability of any other provision.
Waiver : The failure by the Company to enforce any right or provision of these Terms will not prevent Company from enforcing such right or provision in the future and will not be deemed to modify these Terms.
Assignment :The Company may, at any time, assign its rights and obligations under these Terms, to any third party.
Entire Agreement : These Terms and the Platform Policies are the entire and exclusive agreement between the Company and You regarding the Services, and these Terms supersede and replace any prior agreements between the Company and You regarding the Services.
Miscellaneous : The term “including” in these Terms will be interpreted broadly and will mean “including, without limitation.” Titles are for convenience only and will not be considered when interpreting these Terms.

21. Changes to these Terms

The Company may revise or modify or amend these Terms at any time. If We do, We will post the revised Terms on the Platform and update the “Last Updated” date at the top of these Terms. It shall be Your responsibility to check these Terms periodically for changes. Your continued usage of the platform after any changes are posted shall signify Your consent to such changes and agreement to be legally bound by the same.

22. Grievance Redressal

Any complaints arising from the access or usage of the Platform may be addressed to the following grievance officer:

Name of the Grievance Officer: Raju Bhuyan (“Grievance Redressal Officer”)

Contact information: raju.bhuyan@vetic.in