1. Introduction and Acceptance of Terms

These Terms and Conditions (“Terms”) constitute a legally binding agreement between TiggerTheCat Labs OPC Pvt. Ltd., an Indian company Corporate Identity Number (CIN): U62013PN2025OPC244796 (“Company”, “we”, “us”, or “our”), and you (“User”, “you”, or “your”). The Company operates the pet-care marketplace platform known as PawSure™(“PawSure” or the “Platform”).

These Terms govern your access to and use of the PawSure application, including the provision of a digital marketplace that enables pet owners to connect with independent service providers offering pet-care services through the Platform (the “Services”). These Terms apply solely to your use of the PawSure Platform and Services and do not govern any other products or services offered by the Company, which shall be subject to separate terms and conditions unless expressly stated otherwise.

By creating an account on PawSure, clicking ‘I agree’, completing a booking, or otherwise accessing or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy and any other policies expressly incorporated by reference. If you do not agree to these Terms, you must not access or use PawSure or the Services.

You represent and warrant that you are at least 18 years old and have the legal capacity to enter into a binding contract under applicable law. You are solely responsible for all activities conducted through your account, whether by you or by any other person accessing your account with or without your authorization. If you are using PawSure on behalf of an entity, you represent that you have the authority to bind that entity to these Terms.

1.1 Nature of the Platform

PawSure is a digital marketplace platform operated by the Company that enables registered users (“Users”) to connect and independently arrange pet-care services with one another. Through the PawSure mobile application, Users may create profiles, indicate their availability to offer pet-care services, search for available services, communicate with one another, book services, and engage with content made available on the Platform.

Users who offer pet-care services through PawSure are referred to as “Hosts”, and Users who search for, book, or use such services for their pets are referred to as “Owners.” Hosts and Owners are collectively referred to as “Users.”

Hosts may offer pet-care services through PawSure as described on the Platform from time to time, which are currently limited to pet boarding services (collectively, the “Host Services”). PawSure acts solely as a technology platform and facilitator that enables Hosts and Owners to connect and independently arrange Host Services. PawSure does not provide pet-care services and does not own, manage, supervise, control, or employ any Host, nor does it act as an agent, partner, or insurer of any User.

A User may act as both a Host and an Owner at different times. For the purposes of these Terms, a “Pet” means a domesticated dog or cat owned by an Owner and, pursuant to a booking made through the Platform, entrusted by the Owner to a Host solely pursuant to an independent arrangement between the Owner and the Host.

2. User Acknowledgement and Eligibility

You acknowledge and agree that PawSure operates solely as a marketplace platform that facilitates connections and interactions between Hosts and Owners for the purpose of arranging pet-care services. PawSure does not itself provide pet-care services and is not a party to any agreement or transaction entered into between Hosts and Owners.

By accessing, registering on, or otherwise using the Platform, you represent and warrant that you are at least 18 years of age and legally competent to enter into a binding agreement under applicable law. You further represent that you are using the Platform either as a Host or as an Owner, or both, in accordance with these Terms. You further represent and warrant that you are capable of meeting the obligations applicable to your role as a Host or Owner, including assessing whether a particular booking, Host, Owner, or Pet is suitable for your individual circumstances.

You agree to provide accurate, current, and complete information when creating and maintaining your user account, and to promptly update such information as necessary. This includes, where applicable, complete and truthful information relating to your Pet, including health, vaccination status, medical needs, behavior, and temperament. You acknowledge that other Users rely on this information when deciding whether to accept or proceed with a booking. PawSure reserves the right, at its sole discretion, to restrict, suspend, or terminate access to the Platform where materially inaccurate, incomplete, or misleading information is provided. Personal data shared by you will be collected, processed, and stored in accordance with our Privacy Policy and applicable data protection laws, including the Digital Personal Data Protection Act, 2023.

By creating an account, clicking “Accept”, “Register”, or “Sign Up”, completing a booking, or otherwise accessing or using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms and all policies incorporated by reference. If you do not agree, you must not access or use the Platform.

2.1 Limited License Grant

Subject to your continued compliance with these Terms, PawSure grants you a limited, non-exclusive, non-transferable, revocable license to access and use the PawSure mobile application and the Platform solely for your personal use as an Owner, or for your independent use as a Host in offering or arranging Host Services through the Platform, and only in the manner intended and permitted by these Terms.

This license permits you to access and use the Platform and any platform-provided content, features, and functionality solely for the purpose of using PawSure as a pet-care marketplace in accordance with these Terms. This license does not grant you any ownership, proprietary, intellectual property, or other rights in the Platform, the PawSure application, or any platform-provided content or technology, except for the limited right of access expressly granted under these Terms.

Except as expressly permitted under these Terms, you agree that you will not:

This license will automatically terminate, without notice, if you breach these Terms or if your account is suspended or terminated in accordance with these Terms, without prejudice to any other rights or remedies available to PawSure under law or equity. Upon termination of this license, you must immediately cease all access to and use of the Platform and any platform-provided content.

2.2 Prohibited Hosts and Hosting Restrictions

PawSure is designed to operate as a peer-to-peer pet-care marketplace focused on limited-capacity, personalised, home-based care, with an emphasis on transparency, safety, and suitability for Pets. To preserve the safety, quality, and integrity of the Platform, certain categories of Hosts are not permitted to offer services through PawSure.

The following are prohibited from offering Host Services on the Platform:

For clarity, PawSure does not require Hosts to offer services exclusively through the Platform. Hosts may offer pet-care services through other channels or platforms, provided that during any active booking made through PawSure, the Host does not accept or care for additional Pets beyond the hosting capacity disclosed to and approved through the Platform for that booking.

PawSure reserves the right, at its sole discretion, to set, modify, or apply hosting-related restrictions to individual Host accounts in order to protect Pets, Users, and the integrity of the Platform. Such restrictions may relate to the number, type, duration, or nature of Host Services offered, and may be applied on a case-by-case basis, regionally, or across the Platform, including based on disclosed information, booking history, complaints, safety concerns, or compliance with these Terms and applicable policies.

PawSure may review, investigate, and assess Host activity for compliance with these Terms. Where PawSure reasonably determines that a Host:

PawSure may take one or more appropriate actions, including restricting or cancelling bookings, suspending or deactivating the Host’s account, and placing temporary holds on payouts where reasonably necessary to investigate or resolve disputes, suspected fraud, chargebacks, safety concerns, or violations of these Terms, provided that such holds do not constitute forfeiture and are resolved in accordance with applicable law and PawSure’s payment policies.

Nothing in these Terms shall be construed as creating any obligation on PawSure to actively monitor, inspect, or verify Host premises, capacity, conduct, or compliance, and PawSure’s enforcement actions or inactions in any particular instance shall not limit its rights or remedies in any other instance.

PawSure’s decision not to enforce any restriction or requirement in a particular instance does not constitute a waiver of its right to enforce such restriction or requirement in the future.

2.3 PawSure’s Limited Role

PawSure operates as a marketplace platform that enables Owners and individual Hosts to connect and arrange pet-care services. PawSure does not itself provide pet-care services and does not enter into, or become a party to, any agreement between Owners and Hosts.

Hosts offer Host Services independently through the Platform. Hosts are not employees, agents, partners, or representatives of PawSure, and PawSure does not control the manner in which Host Services are performed. Each Host is solely responsible for how they provide care to a Pet, subject to these Terms and applicable law.

PawSure does not own, manage, or operate any pet-care facilities and does not supervise day-to-day pet-care activities. While PawSure may provide tools, general guidance, and platform features intended to promote transparency and informed decision-making, such measures are informational in nature and do not replace the independent judgment, responsibility, or obligations of Hosts or Owners.

PawSure is not a veterinary service provider and does not provide medical advice or treatment for Pets. Decisions relating to the health, welfare, and care of a Pet remain the responsibility of the Owner and the Host, including decisions made in emergency situations, which are taken by the Owner or Host at their discretion, and for which any emergency-related guidance or protocols made available on the Platform are informational only.

PawSure does not provide pet insurance, veterinary insurance, or liability insurance for Pets, Owners, or Hosts. Hosts are not insured by PawSure, and Users are responsible for obtaining any insurance coverage they deem appropriate.

Except as expressly stated in these Terms or in PawSure’s payment-related policies, PawSure does not act as an agent, fiduciary, or representative for any User. PawSure’s role in facilitating payments is limited to providing a technical and administrative mechanism for transactions between Users and does not create any employment, agency, partnership, or fiduciary relationship.

PawSure does not have, and expressly disclaims, any obligation to monitor, verify, inspect, or investigate Host conduct, premises, Pet conditions, or compliance with these Terms, and any reviews, checks, or enforcement actions undertaken by PawSure are discretionary and do not create a duty of care or ongoing obligation.

Nothing in these Terms limits PawSure’s contractual or statutory rights to take appropriate action to protect Pets, Users, or the integrity of the Platform, in accordance with these Terms, applicable law, and PawSure’s published safety and enforcement policies.

2.4 Assumption of Risk and Responsibility

You acknowledge and understand that pet-care services inherently involve certain risks, including risks arising from the behaviour, health, temperament, and actions of Pets, as well as from interactions between Owners and Hosts. By choosing to use the Platform, you agree to participate in these activities with an awareness of such inherent risks.

You further acknowledge that Host Services are provided by independent Hosts, and that primary responsibility for the care, supervision, and handling of a Pet rests with the Host providing the service and the Owner arranging such service. PawSure does not provide pet-care services and does not assume responsibility for the day-to-day care, handling, or supervision of Pets.

To the extent permitted by applicable law, PawSure shall not be liable for losses or harm arising from the ordinary risks associated with pet-care services or from the acts or omissions of Users, including but not limited to incidents involving Pet behaviour, interactions between Pets and people, or the manner in which Host Services are performed.

Nothing in these Terms is intended to exclude or limit PawSure’s liability for matters that cannot be excluded or limited under applicable law, including liability arising from PawSure’s own gross negligence, willful misconduct, or breach of statutory obligations.

PawSure may, at its discretion, provide general safety-related information, tools, or guidance, investigate reported incidents, and take enforcement action in accordance with these Terms. Any such actions are undertaken for Platform integrity purposes only and do not create a duty of care, standard of care, or assumption of responsibility by PawSure in relation to Host Services.

By using the Platform, you acknowledge that informed decision-making, accurate information, and independent judgment by Users are essential to managing risks associated with pet-care services.

2.5 Transactions Between Owners and Hosts

PawSure provides a platform that enables Owners and Hosts to connect, communicate, and arrange pet-care services, and may facilitate payments in accordance with these Terms and PawSure’s payment-related policies. Any agreement for Host Services is entered into directly between the Owner and the Host, and PawSure is not a party to such agreement.

A “Booking” is formed when an Owner submits a request for Host Services through the Platform, the Host accepts such request, and payment for the booking is successfully completed through the Platform. Until all of these steps are completed, no binding agreement exists between the Owner and the Host. A confirmed Booking constitutes a binding agreement solely between the Owner and the Host, subject to these Terms and PawSure’s applicable cancellation, refund, and payment policies. Payment processing through the Platform is a condition to confirmation of a Booking and does not constitute a guarantee by PawSure of the performance or outcome of Host Services.

Hosts are solely responsible for the Host Services they offer and provide, and Owners are solely responsible for their decisions to engage a particular Host and to entrust a Pet to that Host. Except as expressly set out in these Terms or in PawSure’s stated refund, cancellation, or protection policies made available on the Platform, PawSure does not assume responsibility for the performance of Host Services or for outcomes arising from arrangements between Owners and Hosts.

PawSure retains the right to apply Platform policies, facilitate payments, investigate disputes or reported incidents, issue refunds or protections where expressly provided, and take enforcement action in accordance with these Terms, applicable law, and PawSure’s published policies.

2.6 Bookings Between Owners and Hosts

Owners and Hosts may arrange pet-care services through the PawSure Platform by creating a booking request (a “Booking”), which sets out the proposed Host Services, dates, duration, applicable fees, cancellation terms, and other details displayed on the Platform at the time of the request.

PawSure provides information and communication tools to enable Owners and Hosts to connect and make their own booking decisions. PawSure does not assess or determine whether a particular Host, environment, or arrangement is suitable for a specific Pet, and Users remain responsible for evaluating information available on the Platform and exercising their own judgment.

A Booking may be initiated only by an Owner. By submitting a booking request through the Platform, the Owner acknowledges and agrees that, if the Host accepts the request, the Owner will be required to complete payment in accordance with the terms shown for the selected Host Services.

Upon receiving a booking request, a Host may choose to accept or decline the request. Once the Host accepts the request, the parties may communicate to confirm booking details before payment is completed.

A Booking is considered confirmed only after the Owner completes payment through the Platform following the Host’s acceptance. Upon confirmation, both the Owner and the Host agree to be bound by the details of the confirmed Booking, including the price, dates, duration, and applicable cancellation terms, and the Host agrees to provide the Host Services as described.

A confirmed Booking will include, at a minimum, the following details as displayed at the time of confirmation:

All Bookings are subject to PawSure’s cancellation, modification, and refund policies as set out in these Terms and on the Platform.

2.7 Owners Are Responsible for Evaluating Hosts

Owners are responsible for assessing whether a Host is an appropriate fit for their Pet and for the Host Services they are seeking. This includes considering the Host’s profile information, stated experience, availability, preferences, and any other information made available through the Platform, as well as exercising independent judgment before proceeding with a Booking.

PawSure may provide general guidance, tools, and information to help Owners make more informed decisions, including safety and selection guidelines available on the Platform. Such guidance is intended to support better decision-making and transparency, but it does not replace an Owner’s responsibility to evaluate a Host based on their Pet’s specific needs and circumstances.

PawSure may conduct limited reviews of Host profiles and, where permitted by law, facilitate identity verification or similar checks. However, the scope of such reviews or checks is limited, and PawSure does not guarantee that any information obtained through these processes is complete, current, or sufficient to determine a Host’s suitability in every situation.

Reviews and ratings displayed on the Platform are submitted by Users based on their individual experiences and reflect personal opinions. While these reviews may be a helpful source of information, they are subjective in nature and should be considered alongside other factors when selecting a Host.

Owners remain responsible for making decisions that are in the best interests of their Pet, recognising that honest information, clear communication, and careful judgment contribute to safer and more successful outcomes for all involved.

Owners are responsible for providing accurate, complete, and up-to-date information about their Pet, including health, vaccination status, behaviour, and any special needs relevant to safe care.

2.8 Drop-Off and Pick-Up Expectations

PawSure recommends that Owners personally drop off and personally pick up their Pet for all Bookings, unless the Owner and the Host expressly agree otherwise. Personal drop-off and pick-up help Owners confirm the identity of the Host, understand the immediate hosting environment, and communicate any Pet-specific instructions or considerations before care begins.

Where an Owner and a Host agree to alternative arrangements for drop-off or pick-up—such as Host-led transport or involvement of third parties including drivers, friends, or family members—such arrangements are made directly between the Owner and the Host. PawSure does not organise, manage, or supervise transportation or handover arrangements and does not provide insurance coverage for such transfers.

Owners and Hosts are responsible for considering the suitability and risks of any alternative handover arrangement and communicate clearly with one another to ensure the safety and well-being of the Pet during transfer.

For clarity, access to a Host’s premises, including any inspection or viewing of the hosting environment, is subject to the Host’s consent and reasonable boundaries. PawSure does not require Hosts to permit entry into their homes and encourages mutual respect for safety, privacy, and comfort on both sides.

2.9 Pet Essentials Requirement

Owners are responsible for providing all items and supplies reasonably required for the proper care, comfort, and well-being of their Pet during the service period. This typically includes, where applicable:

Where an Owner and a Host mutually agree to alternative arrangements—such as the Host supplying certain items, or purchasing replacements or substitutes—such arrangements are made directly between the Owner and the Host. PawSure does not manage or supervise such arrangements and does not determine the suitability or cost of items provided under them. Owners and Hosts remain responsible for communicating clearly and ensuring that any agreed arrangements adequately meet the Pet’s needs.

Owners are responsible for disclosing relevant health information, including vaccination status and any known illnesses or communicable conditions, that may affect the safe care of their Pet.

2.10 Abandoned Pets; Emergency Contacts; Protective Action

Emergency Contact Requirement

PawSure strongly recommends that every Owner provide at least one emergency contact when arranging Host Services. An emergency contact should be a person who is reasonably available during the service period and, where possible, located in or near the city in which the Pet is being hosted. The purpose of an emergency contact is to assist in coordination or retrieval of the Pet if the Owner is unreachable or unable to act in a timely manner.

Owners acknowledge that PawSure is commonly used while travelling and that availability may be limited during the service period. Providing an emergency contact is an important safeguard to support the Pet’s welfare and continuity of care.

Failure to Retrieve a Pet and Abandonment

An Owner is expected to retrieve their Pet at or before the end of the service period specified in a confirmed Booking, unless otherwise agreed with the Host.

A Pet may be considered abandoned only where all of the following conditions are met:

Abandonment will not be presumed based on delay alone and will be assessed based on the specific circumstances of each case.

A reasonable grace period may vary based on the duration of the Booking and circumstances involved and may range, by way of example, from 24 to 72 hours.

Host Notification Obligation

If a Host reasonably believes that a Pet may be abandoned or that the Owner has become unresponsive beyond the scheduled service period, the Host must notify PawSure without undue delay. Hosts must not independently declare a Pet abandoned, transfer custody, re-home the Pet, or engage third parties without PawSure’s involvement, except where immediate action is required to prevent serious harm to the Pet.

Upon notification, PawSure will coordinate the next steps in accordance with these Terms.

PawSure’s Role in Abandonment Situations

Where a Pet is reasonably determined to be abandoned, or where immediate action is required to protect the Pet’s health or safety, PawSure may step in to coordinate appropriate next steps. In such situations, PawSure acts to facilitate arrangements intended to protect the Pet’s welfare and does not transfer decision-making responsibility to the Host.

Depending on the circumstances, PawSure may arrange for temporary or alternate care for the Pet, which may include foster care, veterinary support, or assistance from recognised animal welfare organisations, shelters, or authorities, as required and permitted by law.

Re-homing or permanent transfer of a Pet will be considered only as a last resort, and only where abandonment is clearly established and reasonable efforts to reach the Owner and emergency contact have failed or been refused, and where such action is necessary for the Pet’s welfare and consistent with applicable law.

Costs and Consequences

The Owner remains responsible for all reasonable costs, fees, and expenses incurred in connection with securing temporary or alternate care for an abandoned Pet, including costs incurred by PawSure, Hosts, or third parties acting in good faith to protect the Pet.

Abandonment of a Pet is considered a serious breach of these Terms. PawSure may take appropriate action following an internal review, which may include suspension or termination of the Owner’s account, recovery of costs, and, where required or appropriate under applicable law, reporting the matter to relevant authorities.

2.11 Emergencies and Veterinary Care

Emergency Contact and Reachability

Owners are strongly encouraged to provide accurate, current, and reachable contact information and to designate at least one emergency contact who has expressly consented to be contacted in emergency situations. An emergency contact should be reasonably available during the service period to assist with coordination or decision-making if the Owner is unreachable.

Emergency Situations

An emergency includes any illness, injury, accident, or condition that, in the reasonable judgment of the Host, requires prompt veterinary attention to prevent significant pain, suffering, deterioration of health, or risk to the Pet’s life.

Host Authority to Act

In the event of an emergency during a confirmed Booking, the Host is authorised to act in good faith and use reasonable judgment to protect the Pet’s health and safety. Where delay could reasonably endanger the Pet, the Host may seek immediate veterinary or medical care without waiting for prior approval from the Owner.

Nothing in this section requires a Host to personally provide veterinary services or to make medical decisions beyond taking reasonable steps to obtain professional care for the Pet.

Communication and Escalation

The Host must make reasonable and prompt efforts to inform the Owner of the emergency as soon as practicable. If the Owner cannot be reached within a reasonable time, the Host must attempt to contact the Owner’s designated emergency contact and notify PawSure through the Platform.

The inability to reach the Owner or emergency contact shall not prevent the Host from seeking necessary emergency care where delay could reasonably put the Pet at risk.

PawSure’s Role

PawSure does not provide veterinary services and does not make medical treatment decisions. In emergency situations, PawSure’s role is limited to coordination, communication support, and assistance with securing appropriate care where required, including helping connect Hosts with veterinary providers or animal welfare resources.

By using the Platform, Owners agree that, in emergency circumstances where the Owner is unavailable or cannot be reached in time, reasonable and necessary veterinary treatment may be obtained for the Pet based on professional veterinary advice and the good-faith judgment of the Host.

This authorisation is limited to care that is reasonably necessary to address the emergency and does not constitute blanket consent for non-urgent, elective, or extraordinary procedures where delay would not pose a material risk to the Pet.

Costs and Financial Responsibility

Owners are responsible for reasonable and necessary costs associated with emergency veterinary or medical care obtained for their Pet, including consultation fees, treatment, medication, and short-term hospitalisation, unless otherwise expressly agreed between the Owner and the Host.

Where practicable, reasonable efforts will be made to inform the Owner of anticipated costs. PawSure may facilitate payment for emergency expenses in accordance with its payment policies and applicable law, including charging payment methods on file for verified emergency-related costs.

The Owner acknowledges that emergency veterinary care may be required without prior approval where delay could risk the Pet’s health or safety, and agrees to remain financially responsible for all reasonable and necessary costs incurred in such circumstances.

Good-Faith Actions and Liability

Hosts and PawSure shall not be liable for outcomes resulting from emergency actions taken in good faith and with reasonable care to protect a Pet’s health or safety. Nothing in this section limits or excludes liability for gross negligence, willful misconduct, or obligations that cannot be excluded under applicable law.

3. Host Conduct and Animal Welfare Standards

Hosts play a central role in ensuring the safety, comfort, and well-being of Pets cared for through PawSure. By offering Host Services on the Platform, Hosts agree to meet PawSure’s animal welfare standards, to act responsibly and transparently, and to comply with applicable law.

Hosts must treat all Pets humanely, compassionately, and with reasonable care at all times.

Hosts must comply with all applicable animal welfare laws in India, including the Prevention of Cruelty to Animals Act, 1960, and any rules, notifications, or local regulations issued under it.

Hosts must provide an environment that is safe and reasonably suitable for the Pet and the agreed Host Services, including adequate food, clean water, shelter, hygiene, supervision, and care consistent with the Pet’s needs, routine, and any information disclosed by the Owner.

3.2 Prohibited Conduct

Hosts must not:

3.3 Transparency and Reporting

Hosts must act honestly and transparently in all communications with Owners and PawSure.

Hosts must promptly inform the Owner of any material issue involving the Pet, including illness, injury, behavioural incidents, escape, or emergencies.

Hosts must notify PawSure without undue delay of any serious or critical incident involving a Pet. Prompt and honest reporting is essential to protect Pets and enable timely support and will not, by itself, be treated as evidence of wrongdoing.

3.4 Platform Oversight and Enforcement

PawSure may review, and assess information or reports relating to potential violations of these Terms or animal welfare standards.

Where PawSure reasonably determines that a Host has engaged in conduct that puts a Pet, an Owner, or others at risk, PawSure may take appropriate and proportionate platform-level action, which may include issuing guidance or warnings, restricting or suspending Bookings, placing holds on payouts in accordance with these Terms, or suspending or permanently deactivating the Host’s account.

Enforcement decisions are guided by the nature and severity of the issue, the safety of the Pet, and the Host’s conduct and cooperation.

Where PawSure reasonably believes that conduct may constitute cruelty or a serious violation of applicable animal welfare laws, PawSure may report such conduct to relevant authorities, including the Animal Welfare Board of India or local law enforcement, as required or permitted by law.

Hosts provide Host Services independently and remain responsible for their conduct and compliance with applicable law.

Nothing in these Terms limits the rights of Owners or other affected parties to pursue legal remedies against a Host for cruelty, negligence, misconduct, or violation of animal welfare laws.

While PawSure does not supervise the day-to-day care of Pets, PawSure establishes platform standards, facilitates reporting, reviews incidents, and enforces these Terms to protect Pets, Users, and the integrity of the Platform.

4. Acceptable Use of the Platform; Suspension and Termination

PawSure is intended to be used responsibly, honestly, and in a manner that prioritises the safety and well-being of Pets, the trust of Users, and the integrity of the Platform. All Users must comply with applicable law and these Terms when accessing or using PawSure.

4.1 Acceptable Use and User Conduct

You agree to use PawSure lawfully, in good faith, and only for its intended purpose of arranging and providing pet-care services for domesticated dogs and cats through the Platform.

You must not:

4.2 Listings, Pricing, and Permitted Use

Hosts do not create public listings or set prices on the PawSure Platform. Hosts indicate their availability and service preferences only. Pricing for Host Services is determined by PawSure and displayed through the Platform.

PawSure may modify pricing structures or fees from time to time in accordance with these Terms and applicable policies displayed on the Platform.

Users must not attempt to negotiate, alter, misrepresent, or bypass Platform-determined pricing, or represent that prices are Host-set or negotiable outside the Platform.

4.3 Prohibited Animals

PawSure may only be used to arrange care for domesticated dogs and cats.

You must not use the Platform to arrange care for:

PawSure may restrict, decline, or cancel Bookings that fall outside the scope of permitted Pets.

4.4 Platform Integrity and Off-Platform Circumvention

Users must not intentionally bypass or undermine PawSure’s booking, payment, pricing, or safety systems.

In particular, you must not:

Nothing in this section prevents Users from communicating outside the Platform or discussing future services, provided such conduct does not circumvent PawSure’s booking, pricing, or payment systems for services arranged through the Platform.

4.5 Content and Reviews

Users may post content, including messages and reviews, only where such content is lawful, respectful, and based on genuine personal experience.

You must not post content that is illegal, abusive, threatening, defamatory, discriminatory, violent, sexually explicit, or otherwise harmful. PawSure maintains a zero-tolerance policy for objectionable content or abusive behavior. Any such content may be removed or disabled in accordance with legal requirements or lawful orders.

Reviews must reflect honest experience and must not be fabricated, manipulated, or submitted for retaliation, coercion, or incentive-based purposes.

PawSure may remove or restrict access to content that violates these standards or applicable law.

4.6 Suspension and Termination

PawSure may suspend, restrict, or terminate a User’s access to the Platform where PawSure reasonably determines that:

Users may deactivate their account at any time through account settings or by contacting PawSure support.

Termination or suspension does not affect:

Except where immediate action is required to protect safety, prevent harm, or comply with legal obligations, PawSure will make reasonable efforts to provide notice or an opportunity to address the issue to the affected User along with the grounds for such action.

4.7 Reporting and Platform Safety

PawSure provides mechanisms for Users to report safety concerns, misconduct, or content that violates these Terms or applicable law. Reports are reviewed in accordance with PawSure’s policies, and appropriate action may be taken to protect Users, Pets, and the integrity of the Platform.

5. Account Registration and Security

To access and use certain features of the PawSure Platform, you must create and maintain a user account. Account registration may require you to provide information such as your name, contact details, and other information necessary to identify you and enable use of the Platform. You agree to provide accurate, current, and complete information and to keep your account information up to date.

Account access may be authenticated using one-time passwords (OTPs) or other passwordless methods linked to your registered contact details.

Each individual may maintain only one PawSure account. A single account may be used in different roles on the Platform, including as an Owner and a Host, where permitted by these Terms. You must not create multiple or duplicate accounts or create a new account to circumvent restrictions, suspensions, or terminations applied to your existing account.

You are responsible for taking reasonable steps to protect the confidentiality and security of your account credentials, devices, and access mechanisms, and for limiting access to your account. You must not share your login details with others or allow unauthorised use of your account.

You agree to notify PawSure without undue delay if you become aware of any unauthorized access to or use of your account, loss of credentials, or other security incident affecting your account. You agree to cooperate with PawSure in any investigation or steps reasonably required to secure your account and protect the Platform.

PawSure implements reasonable technical and organisational measures to protect account security and personal data. However, you acknowledge that no system is entirely secure, and you remain responsible for activity on your account to the extent such activity results from your failure to safeguard access credentials or to promptly notify PawSure of a suspected security issue. Any use of your account by another person will be treated as use by you for the purposes of these Terms.

PawSure may temporarily suspend or restrict access, acting reasonably and proportionately to an account where it reasonably believes that the account has been compromised or is being misused, in order to protect the User, other Users, Pets, or the integrity of the Platform.

6. Matching and Discovery on the Platform

PawSure uses automated systems to help Users discover Hosts and Host Services that may be relevant based on the information provided on the Platform. These systems are designed to support discovery and convenience and to surface potential matches.

When displaying Hosts or Host Services, PawSure’s systems may consider a range of factors, such as availability, location, service details, preferences indicated by the Host, information shared about the Pet, past interactions on the Platform, and other signals intended to improve relevance and compatibility. Not all Hosts will be shown to every User, and the order in which Hosts appear may vary. Discovery results are not exhaustive and may be influenced by system design, availability constraints, and Platform-level considerations.

The display or ordering of Hosts on the Platform does not constitute a recommendation, endorsement, certification, or guarantee by PawSure. PawSure does not assess or determine whether a particular Host or Host Service is suitable for a specific Pet for the purposes of an individual Booking. Users remain responsible for reviewing information, communicating with Hosts, and deciding whether to proceed with a Booking.

PawSure may update, modify, or improve its discovery and matching systems from time to time to enhance the Platform experience. Such changes may affect how Hosts are displayed or discovered and may evolve as the Platform develops.

7. Responsible Use, Platform Standards, and Access Management

PawSure is built on trust, transparency, and responsible participation by all Users. To maintain a safe and reliable environment for Pets and Users, PawSure sets standards for acceptable use and may review compliance with these Terms and Platform policies.

7.1 Responsible Participation

Users are expected to engage with the Platform honestly, respectfully, and in good faith. This includes:

Patterns of behaviour that undermine trust, safety, or reliability—such as repeated misuse of the Platform, bad-faith activity, or serious or repeated violations of these Terms—may be taken into account when determining access to or continued use of certain Platform features, in accordance with Section 7.4.

7.2 Platform Signals and Experience

PawSure may use information generated through normal Platform use—such as Booking history, cancellations, responsiveness, reports, and feedback—to improve safety, reliability, and overall Platform functioning.

These signals may be used, among other things, to:

Such systems are designed to support Platform integrity and Pet welfare, not to replace User judgment or to guarantee outcomes. These signals do not operate as a standalone or automated scoring mechanism and are assessed in context.

7.3 Feedback and Reviews

Feedback and reviews help improve transparency and accountability on the Platform. PawSure may encourage Users to share feedback following a Booking or interaction.

Feedback is intended to reflect genuine experiences and should be provided honestly and respectfully. PawSure may review or moderate feedback that violates these Terms or applicable law.

Failure to provide feedback may affect the availability of optional feedback-related prompts or reminders on the Platform, but Users will not be permanently restricted solely for choosing not to submit feedback.

7.4 Access Management and Proportionate Action

Where PawSure reasonably determines that a User’s conduct poses a risk to Pets, other Users, or the Platform, or involves misuse or violation of these Terms, PawSure may take proportionate action. Such action may include warnings, guidance, temporary restrictions, feature limitations, suspension, or termination of access, depending on the nature and severity of the issue.

Where appropriate and practicable, PawSure may provide notice or an opportunity to address concerns. Immediate action may be taken where necessary to protect safety, prevent harm, or comply with legal obligations.

7.5 Transparency and Fair Use

PawSure does not operate a secret or punitive scoring system. Decisions relating to access, restrictions, or enforcement are based on observed conduct, reports, and information relevant to safety and compliance with these Terms.

While PawSure is not required to disclose internal tools, thresholds, or system design, it aims, acting reasonably and in good faith, to apply standards fairly and consistently.

8. In-App Chat and Communications

8.1 Purpose and Availability

PawSure provides an in-app chat feature to enable Hosts and Owners to communicate for the purpose of coordinating Bookings, sharing information relevant to Pet care, and addressing matters related to an active or completed Booking.

Access to in-app chat is enabled only after a Host accepts a Booking request. This design helps promote safety, clarity, and appropriate use of the Platform.

Chat conversations remain accessible to the participating Users for a limited period following the completion or cancellation of a Booking, after which they may no longer be available through the User interface.

PawSure does not guarantee the availability, continuity, or preservation of chat content and Users are responsible for retaining any information they may need.

8.2 Appropriate Use of In-App Chat

In-app chat is intended to support communication within the PawSure Platform. Users agree to use chat responsibly and in good faith.

Users must not use in-app chat to:

Attempts to misuse chat to circumvent Platform safeguards or fees may result in message restrictions, feature limitations, or other action in accordance with these Terms.

8.3 Safety, Moderation, and Review

To maintain a safe and respectful environment, PawSure may review or access in-app communications where reasonably necessary for purposes such as:

PawSure does not proactively monitor in-app communications and accesses chat content only where reasonably necessary for safety, compliance, support, or legal purposes.

8.4 Data Retention and Privacy

Chat communications are processed and retained for limited periods consistent with their purpose, including safety, dispute resolution, legal compliance, and Platform integrity.

The handling of chat data is governed by PawSure’s Privacy Policy and applicable data-protection laws, including the Digital Personal Data Protection Act, 2023. PawSure does not sell private chat content and does not use chat communications for advertising purposes.

8.5 Access Management

PawSure may temporarily restrict or disable chat access where reasonably necessary to protect Users, Pets, or the integrity of the Platform, or where chat functionality is being misused. Such actions are taken proportionately and in line with PawSure’s safety and enforcement practices.

9. User Content, Media, and Platform Content

9.1 Platform Content

PawSure may create, publish, and display content on the Platform, including articles, educational materials, polls, quizzes, comics, announcements, and other engagement features (the “Content Hub”). All Platform Content is owned by or licensed to PawSure and is provided for informational and engagement purposes only.

Participation in polls, quizzes, or similar engagement features may be anonymous where indicated on the Platform.

Platform Content does not constitute professional, veterinary, or legal advice and should not be relied upon as such.

9.2 User-Provided Content

Users may submit content through the Platform, including:

User-provided content remains the responsibility of the User who submits it. PawSure does not independently verify the accuracy or completeness of User-provided content.

9.3 License for Platform Operation

By submitting content through the Platform, you grant PawSure a limited, non-exclusive, royalty-free, worldwide licence to use, host, store, display, reproduce, and transmit such content for the duration it is made available on the Platform, solely for purposes reasonably necessary to operate, maintain, moderate, and improve the Platform, including:

This licence does not transfer ownership of your content to PawSure and is limited to the purposes described above.

9.4 Contests and Promotional Submissions

Where PawSure conducts contests, campaigns, or promotional features that invite Users to submit photographs, stories, or other media, PawSure will clearly disclose how such content may be used and will obtain explicit consent at the time of submission for any marketing or promotional use.

Participation in such contests is voluntary. Any additional use of submitted content beyond Platform operation will be governed by the consent provided at the time of submission. Such consent may be obtained through in-app prompts, submission flows, or other clear affirmative actions at the time of participation.

9.5 Content Standards and Responsibility

You represent and warrant that:

You are responsible for the content you submit and any consequences arising from its submission.

9.6 Moderation and Removal

PawSure has zero tolerance for objectionable content or abusive behavior. PawSure may review, moderate, restrict, or remove User-provided content where it reasonably determines that such content:

In the event of user-generated content being flagged or reported as objectionable, PawSure will act on the report within 24 hours. Our moderation team will remove the objectionable content and immediately eject the user who provided the offending content from the Platform. PawSure is not obligated to retain User content indefinitely. Users are responsible for maintaining copies of any content they wish to preserve.

9.7 Reviews and Feedback

The Platform may allow Users to submit reviews or feedback based on genuine experiences. Reviews are intended to support transparency and informed decision-making.

Reviews reflect the subjective experiences of individual Users and do not constitute recommendations, endorsements, or guarantees by PawSure.

10. Phone, Text, and Mobile Communications

PawSure primarily uses phone number verification as the method of account access and authentication. Registration and login to the Platform require delivery of a one-time password (OTP), which is sent via WhatsApp, SMS, or other supported messaging channels, depending on availability. Receipt of OTP messages is required in order to access and use the PawSure Platform.

If you lose access to your registered contact information, additional verification may be required to secure your account.

In addition to OTPs, PawSure may send:

through WhatsApp, SMS, in-app notifications, or other electronic means.

You may manage your preferences for receiving non-essential service communications that are informational or convenience-based (such as reminders) through in-app settings where available. Certain service communications that are necessary for safety, dispute prevention, or the proper execution of a Booking may continue to be delivered even if other service notifications are disabled.

10.3 Promotional and Marketing Communications

Separately from authentication and service communications, PawSure may send promotional, marketing, or engagement-related messages (including feature announcements, offers, content hub updates, or contests).

Such communications will be sent only where permitted by applicable law and, where required, based on your explicit consent. You may opt out of promotional or marketing communications at any time using the opt-out options provided in such messages or through in-app settings. Opting out of marketing communications will not affect your ability to receive OTPs, mandatory service communications or to access and use the core features of the Platform.

10.4 Communication Channels and Charges

PawSure may deliver communications via WhatsApp, SMS, in-app notifications, email, or other electronic means, depending on availability and the nature of the communication. PawSure does not control mobile carrier or data charges, and your carrier’s standard messaging or data rates may apply.

10.5 Accuracy of Contact Information

You are responsible for ensuring that the mobile phone number associated with your PawSure account is accurate and accessible. If you change or lose access to your phone number, you must promptly update your account information.

To the extent permitted by law, PawSure is not responsible for misdirected communications or any consequences arising from your failure to keep your contact details up to date.

You agree that communications, notices, and disclosures provided by PawSure through electronic means, including in-app notifications, WhatsApp, SMS, or email, constitute valid and legally effective notice to you, to the extent permitted by applicable law.

11. Pricing, Payments, Cancellations, and Payouts

11.1 Currency

All prices, fees, and payments on the PawSure Platform are displayed and processed in Indian Rupees (INR), unless expressly stated otherwise.

11.2 Pricing and Booking Requests

Hosts do not set prices on the PawSure Platform. Pricing for a Booking is determined by PawSure and is displayed to both the Pet Owner and the Host as part of the Booking request.

When a Pet Owner sends a Booking request, the applicable price and Booking details are visible to the Host before the Host decides whether to accept or reject the request. By accepting a Booking request, the Host acknowledges and agrees to the price displayed for that Booking.

Sending or accepting a Booking request does not require payment. A Booking becomes confirmed only when the Pet Owner chooses to make payment through the Platform.

Until payment is made:

All applicable prices, fees, and charges are disclosed to the Owner prior to confirmation of payment.

11.3 Payment and Booking Confirmation

When a Pet Owner proceeds to payment, the total amount payable for the Booking (including any applicable platform fees and taxes) will be clearly displayed before confirmation.

Upon successful payment:

PawSure facilitates payments as a limited payment collection agent on behalf of the Host.

Prices displayed on the Platform are inclusive or exclusive of applicable taxes, including Goods and Services Tax (GST), as clearly indicated at the time of booking.

PawSure does not store plaintext banking credentials. All sensitive financial data, including bank account details and PANs, are encrypted on-device via Evervault and securely processed for facilitating payouts and conducting mandatory KYC verification via Cashfree.

11.4 Cancellations More Than 72 Hours Before Service Start Date

After a Booking is confirmed but more than 72 hours before the scheduled service start date, either the Pet Owner or the Host may cancel the Booking.

Where a confirmed Booking is cancelled more than 72 hours before the scheduled service start date:

PawSure encourages Users to communicate openly and cancel promptly if they are not comfortable proceeding with a Booking.

PawSure encourages Users to cancel a Booking as soon as reasonably possible if a genuine issue arises that may prevent them from proceeding.

11.5 Host Cancellations Within 72 Hours of Service Start Date

Where a Host cancels a confirmed Booking within 72 hours of the scheduled service start date, the Pet Owner will receive a full refund of the total amount paid, including all platform fees.

PawSure will review the circumstances of the Host’s cancellation on a case-by-case basis. In such review, PawSure may consider factors including the reason for cancellation, prior cancellation behaviour, and any impact on the Owner, the Pet, or the integrity and reliability of the Platform.

Repeated or unjustified last-minute cancellations by a Host may result in appropriate platform actions, including warnings, reduced visibility, temporary suspension, or account termination, in accordance with these Terms.

Cancellations arising from genuine emergencies, safety concerns, or circumstances beyond the Host’s reasonable control will be taken into account during such review.

11.6 Owner Cancellations Within 72 Hours of Service Start Date

Where an Owner cancels a confirmed Booking within 72 hours of the scheduled service start date, the platform fee applied to the Booking is strictly non-refundable.

PawSure may review the circumstances regarding the refund of the remaining Booking amount on a case-by-case basis. In such review, PawSure may consider factors including the reason for cancellation, prior cancellation behaviour, and whether the conduct impacts the integrity, reliability, or fairness of the Platform. Such review may result in no refund, a partial refund, or other adjustment, depending on the circumstances.

Repeated or unjustified last-minute cancellations without reasonable justification may result in appropriate platform actions, including warnings, temporary restrictions, or account suspension, in accordance with these Terms. Cancellations arising from genuine emergencies, safety concerns, or circumstances beyond the Owner’s reasonable control will be taken into account during such review.

Any non-refundable fees or cancellation charges will be applied in a fair and non-discriminatory manner and in compliance with applicable consumer protection laws. Where a fee is charged to a User in comparable circumstances, PawSure will ensure that similar consequences apply where a cancellation is caused by PawSure without valid reason. For clarity, a cancellation caused by PawSure refers to cancellations initiated by PawSure for platform-level reasons unrelated to User misconduct, such as technical failure or internal error.

11.7 In-Progress Bookings and Completion

Once the service period begins, the Booking status changes to in progress.

At the end of the service period:

If the Pet Owner does not take any action within this 12-hour period, the Booking will automatically be marked as completed.

Nothing in this section limits PawSure’s ability to review or reopen a completed Booking in the event of a reported safety issue, dispute, or suspected violation of these Terms.

11.8 Cancellations or Modifications After Service Begins

Where a confirmed Booking is cancelled, modified, or interrupted after the service period has begun, PawSure will review the circumstances on a case-by-case basis and determine any applicable refunds, credits, or payouts in a fair and reasonable manner, taking into account the duration of services provided, the reason for the interruption, and the safety and welfare of the Pet. In the event of an Owner-initiated cancellation or modification after the service has begun, the platform fee remains non-refundable.

11.9 Payouts to Hosts

Payouts to Hosts are initiated after a Booking is completed, either through Owner confirmation or automatic completion following the 12-hour confirmation window.

PawSure may temporarily delay or place a hold on payouts where reasonably necessary due to:

Hosts are solely responsible for providing accurate and complete bank account information for payouts. PawSure is not liable for any delays or failed transfers resulting from inaccurate information provided by the Host.

All Hosts are required to provide a valid Permanent Account Number (PAN) for KYC identity verification (processed via Cashfree) and to facilitate tax compliance, including Tax Deducted at Source (TDS) in accordance with Indian tax laws. Payouts exceeding this threshold may be held until a valid PAN is provided and verified for tax purposes.

Subject to these Terms, payouts are typically initiated within a reasonable number of business days following completion of a Booking, unless a hold is applied due to disputes, investigations, or compliance requirements.

Any such holds are applied for safety, compliance, or investigation purposes and are released once the matter is resolved.

Hosts are responsible for complying with their own tax obligations arising from payouts received through the Platform, including income tax and any applicable GST, in accordance with law.

To facilitate manual payouts, authorized Company personnel may decrypt encrypted banking details through secure administrative interfaces solely for the purpose of executing transfers.

11.10 Platform Fees

PawSure may charge platform or service fees in connection with Bookings. Applicable fees will be disclosed to the Pet Owner before payment and deducted from the total amount processed.

Platform fees may be calculated as a percentage of the Booking amount or as a fixed component, as disclosed at checkout. Platform fees are non-refundable in the event of an Owner-initiated cancellation made within 72 hours of the scheduled service start date or after the service has commenced. In the event of a Host-initiated cancellation at any time, platform fees will be fully refunded to the Pet Owner.

Fee structures may be updated from time to time and will apply prospectively to new Bookings.

11.11 Late Pick-Up and Additional Costs

If a Pet Owner fails to retrieve their Pet at the end of the confirmed service period, additional charges may apply, including:

Any such charges may be processed using the Pet Owner’s payment method on file, subject to applicable law.

11.12 Payments Outside the Platform

Payments made outside the PawSure Platform are not supported, monitored, or protected by PawSure. Users who choose to transact off-Platform do so at their own risk, and such transactions are not covered by PawSure’s policies or support mechanisms.

11.13 Payment Processing

Payments on the PawSure Platform are processed by third-party payment service providers. PawSure does not store or retain sensitive payment information such as card details or banking credentials.

Use of third-party payment services is subject to the terms and policies of the respective payment provider. PawSure may change payment processing partners from time to time, subject to applicable law.

12. Safety, Reporting, and Platform Enforcement

PawSure is built on trust, transparency, and a strong commitment to pet safety. We encourage Users to report concerns in good faith and take safety-related reports seriously, particularly where the well-being of a Pet may be at risk.

12.1 Reporting Safety Concerns and Misconduct

Users may report any conduct, activity, or content that they reasonably believe may:

Reports may be submitted through in-app reporting tools or through PawSure’s designated support channels. Users are encouraged to provide accurate, complete, and truthful information when submitting a report and to raise urgent pet-safety concerns without delay. Each complaint submitted through the Platform or support channels will be assigned a unique reference or ticket number for tracking and follow-up.

Reports must be made in good faith and based on a genuine concern. Knowingly false, misleading, or malicious reports undermine Platform safety and may result in Platform-level action. Submission of a report does not guarantee a particular outcome, response time, or enforcement action.

12.2 Review and Investigation

When PawSure receives a report, it will assess the information provided and determine appropriate next steps based on the nature and severity of the concern.

Where a report involves potential risk to a Pet or serious misconduct, PawSure prioritises review and may:

PawSure aims to conduct reviews and investigations in good faith, and will act on reports of objectionable content or abusive behavior within 24 hours by removing the content and ejecting the offending user.

In reviewing reports, PawSure may collect relevant information, temporarily restrict access where necessary, invite involved Users to provide context or evidence, and take appropriate action based on the information available. Where conduct may involve cruelty or serious legal violations, PawSure may escalate the matter to relevant authorities.

12.3 Enforcement Actions

Based on its review, PawSure may take proportionate action to address violations or safety concerns, including:

Enforcement actions are determined with reference to the seriousness of the conduct, prior history, available evidence, and the need to maintain a safe and trustworthy Platform.

12.4 Transparency and Cooperation

While PawSure may not be able to disclose detailed findings or internal decision-making processes due to privacy, safety, or legal considerations, it seeks to apply standards fairly and consistently.

Users are expected to cooperate with reasonable requests for information during reviews or investigations. Misuse of reporting tools, including knowingly false or malicious reports, may itself result in Platform-level action.

12.5 No Guarantee of Outcome or Timeline

PawSure does not guarantee any specific outcome, resolution, or timeline in response to a report and is not responsible for the conduct of Users outside the Platform. However, PawSure will take reasonable and proportionate steps, consistent with these Terms and applicable law, to assess reports and protect the safety of Pets and Users.

Nothing in this Section limits a User’s right to pursue independent remedies or report matters to appropriate authorities under applicable law.

13. Identity Verification and Optional Safety Checks

PawSure’s approach to identity verification and safety checks, where implemented, is intended to support Platform safety and integrity, not to certify Users or eliminate all risk.

PawSure conducts KYC (Know Your Customer) identity verification for Hosts as part of the onboarding process, which involves collecting and verifying a valid Permanent Account Number (PAN) through our third-party partner, Cashfree. However, we do not conduct criminal background checks or similar screening of Users.

To ensure platform integrity and facilitate payouts, all Hosts must provide valid bank account details, UPI IDs, and a valid PAN. Your PAN is encrypted via Evervault and verified through Cashfree for identity certification (KYC). While this verifies the validity of the provided ID, it does not constitute a comprehensive background check or eliminate all risks associated with User interactions.

In the future, PawSure may introduce optional or required verification measures for certain Users, features, or activities on the Platform (such as hosting, payouts, or access to specific features). Any such measures will be implemented in accordance with applicable law and will require the User’s explicit consent before collection or processing of any verification-related information or documents.

Any identity verification or safety checks, if introduced, would be limited in scope and intended to support Platform safety and integrity. Such checks would not constitute an endorsement, certification, or guarantee of any User’s identity, behaviour, suitability, or reliability.

The presence or absence of any verification does not eliminate risk, and Users remain responsible for exercising independent judgment when interacting on the Platform.

PawSure may take Platform-level action (such as restricting access to certain features or suspending an account) where a User refuses a required verification introduced in the future or where available information reasonably indicates a risk to Pets, Users, or the Platform, in accordance with these Terms and applicable law.

Nothing in this Section creates an obligation on PawSure to verify Users or guarantees the safety, conduct, or performance of any User.

14. Responsibility, Indemnity, and User Conduct

PawSure is a platform that enables Owners and Hosts to connect and arrange Bookings. PawSure does not provide pet-care services and does not supervise, direct, or control how Users conduct themselves outside the Platform. Each User is responsible for their own actions, decisions, and compliance with applicable law.

14.1 Responsibility for User Conduct

For clarity, the following apply:

Nothing in these Terms limits PawSure’s ability to take Platform-level actions, investigate concerns, or enforce safety standards as described elsewhere in these Terms.

14.2 Indemnity

To the extent permitted by applicable law, you agree to indemnify and hold harmless PawSure, its directors, officers, employees, affiliates, and service providers from any third-party claims, losses, liabilities, damages, or reasonable expenses to the extent caused by or arising from:

This indemnity applies only to the extent that such claims arise from your actions or omissions and does not apply to matters caused solely by PawSure’s own negligence or wilful misconduct, where such exclusion is not permitted by law.

14.3 Additional Responsibilities of Hosts

In addition to the general indemnity obligations set out above, if you act as a Host, you acknowledge that you bear primary responsibility for:

To the extent permitted by applicable law, you agree to indemnify PawSure against third-party claims arising from:

Nothing in this Section relieves PawSure of its obligations under applicable law or prevents PawSure from taking action to protect Pets, Users, or the Platform where concerns arise.

Nothing in these Terms is intended to exclude or limit any rights or remedies available to Users under applicable consumer protection, animal welfare, or other mandatory laws. Any limitations or indemnities set out in these Terms apply only to the extent permitted by law.

15. Platform Services, Availability, and User Content

PawSure provides a technology platform that enables Owners and Hosts to connect and arrange Bookings. PawSure does not provide pet-care services and does not control or supervise the conduct of Users outside the Platform.

15.1 Platform Functionality

PawSure provides the Platform with reasonable care and skill and makes reasonable efforts to operate and maintain it in a reliable and secure manner. However, the Platform is provided on an “as available” basis subject to PawSure’s obligation to exercise reasonable care and skill under applicable law, and PawSure does not guarantee that:

Nothing in these Terms limits PawSure’s obligation to comply with applicable law or to take reasonable steps to address safety concerns reported through the Platform.

15.2 User-Generated Content and Information

Profiles, reviews, messages, photographs, and other content made available by Users or third parties reflect the views and information of the respective authors. PawSure does not independently verify or endorse such content and does not guarantee its accuracy, completeness, or reliability.

Users remain responsible for exercising independent judgment when relying on information made available through the Platform, including when selecting a Host or entering into a Booking.

15.3 No Guarantee of Outcomes

PawSure does not guarantee specific outcomes from the use of the Platform, including the success of any Booking or interaction between Users. Decisions to engage with other Users or proceed with a Booking are made at the User’s discretion, subject to the safeguards and processes described in these Terms.

15.4 Statutory Rights Preserved

Nothing in this Section is intended to exclude or limit any warranties, rights, or remedies that cannot be excluded or limited under applicable law, including under consumer protection or animal welfare legislation.

Any disclaimers or limitations set out in these Terms apply only to the extent permitted by law.

16. Limitation of Liability

This Section sets out reasonable limits on PawSure’s liability in connection with the Platform, while preserving rights that cannot be excluded under applicable law.

16.1 No Liability for Indirect or Consequential Losses

To the extent permitted by applicable law, PawSure shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising out of or relating to your use of the Platform or these Terms. This includes, without limitation, losses relating to:

This limitation applies to the extent permitted by applicable law.

16.2 Liability Cap

Except where prohibited by applicable law, PawSure’s total aggregate liability to you for all claims arising out of or relating to the Platform, these Terms, or any Booking shall not exceed the total platform fees actually paid by you to PawSure in the six (6) months preceding the event giving rise to the claim.

For clarity, where a User has not paid any platform fees during the relevant period, PawSure’s aggregate liability shall be limited to INR 1,000 or the minimum amount permitted under applicable law, whichever is higher.

If PawSure receives a payment from an Owner on behalf of a Host and fails to remit such payment to the Host, PawSure’s liability for that failure shall be limited to the amount actually received and not remitted.

16.3 No Liability for User Conduct

PawSure is not a pet-care provider and does not supervise or control the conduct of Users. To the extent permitted by law, PawSure is not liable for losses or damages arising from:

Nothing in this Section limits PawSure’s ability or responsibility to take Platform-level actions or respond to safety concerns as described in these Terms.

16.4 No Waiver of Statutory Rights

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable law, including under consumer protection or animal welfare legislation.

Any limitations set out in this Section apply only to the extent permitted by law.

17. Suspension, Removal, and Appeals

17.1 When PawSure May Take Action

PawSure may suspend, restrict, or permanently remove a User’s access to the Platform where such action is reasonably necessary to protect Pets, other Users, or the integrity of the Platform, or to comply with applicable law.

This may include situations involving:

Actions taken by PawSure may range from warnings or temporary restrictions to suspension or permanent removal, depending on the nature, severity, and history of the conduct.

17.2 Notice and Proportionality

Where practicable, PawSure will seek to act proportionately and may provide notice or an opportunity to clarify or address concerns before taking permanent action. However, PawSure may take immediate or temporary action without prior notice where delay could reasonably risk harm to a Pet, a User, or the Platform.

17.3 Appeals

Where a User’s account has been permanently suspended or removed, PawSure may allow the User to submit an appeal through the support channels provided on the Platform.

An appeal, where permitted, should:

PawSure may request additional information or clarification as part of the review process.

The availability, scope, and timing of appeals may vary depending on the nature of the action taken and safety considerations involved.

Failure to submit an appeal within the specified timeframe may result in the decision becoming final.

17.4 Review and Final Decision

PawSure will review appeals in good faith, taking into account safety considerations, past conduct, the nature of the violation, and any corrective actions taken.

Decisions on appeals are made by PawSure and may result in:

Submission of an appeal does not guarantee reinstatement, and PawSure is not required to reverse a decision where it reasonably determines that continued access would pose a risk to Pets, Users, or the Platform.

17.5 No Waiver of Rights

PawSure’s decision to allow continued access, impose restrictions, or reinstate a User in one instance does not waive its right to take enforcement action in the future for similar or different conduct.

18. Governing Law and Dispute Resolution

18.1 Governing Law

These Terms, and any dispute arising out of or relating to the Platform, a Booking, or these Terms, shall be governed by and construed in accordance with the laws of India.

Nothing in this Section limits a consumer’s right to seek relief before consumer commissions or courts of competent jurisdiction under applicable law.

18.2 Good-Faith Resolution and Mediation

PawSure encourages Users to first attempt to resolve disputes in good faith through communication and support channels provided on the Platform.

Where appropriate, the parties may attempt to resolve a dispute through mediation. Mediation, if undertaken, shall be conducted in Pune, Maharashtra, India, or such other location as PawSure may reasonably determine, in accordance with applicable law. Participation in mediation is voluntary and does not prevent either party from seeking other remedies available under these Terms or applicable law.

18.3 Arbitration

Except where prohibited by applicable law or where statutory remedies apply, any dispute, claim, or controversy arising out of or relating to these Terms, the Platform, or a Booking that is not resolved through good-faith discussion or mediation may be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996.

The arbitral award shall be final and binding on the parties, subject to rights available under applicable law.

18.3.1 Confidentiality

The arbitration proceedings, including submissions, evidence, and the arbitral award, shall be confidential, except where disclosure is required by law or for enforcement of the award.

18.4 Costs

The arbitrator shall have the discretion to determine and allocate the costs of arbitration, including arbitrator fees and reasonable legal costs, in a fair and equitable manner, taking into account the nature of the dispute, the conduct of the parties, and the outcome of the proceedings.

18.5 No Restriction of Statutory or Emergency Remedies

Nothing in this Section limits or restricts:

18.6 Jurisdiction for Non-Arbitrable Disputes

Where any dispute, or any part of a dispute, is determined to be non-arbitrable under applicable law, such dispute shall be subject to the exclusive jurisdiction of the competent courts at Pune, Maharashtra, India, and the parties irrevocably submit to such jurisdiction.

18.7 Survival

This Section shall survive the termination, suspension, or deactivation of a User’s account or use of the Platform.

18.8 Information Disclosure for Resolution

For the limited purpose of resolving disputes, enforcing these Terms, or complying with legal obligations, PawSure may share relevant information (including booking records and contact details) with mediators, arbitrators, payment partners, insurers, or authorities, in accordance with applicable law and the Privacy Policy.

19. Force Majeure

PawSure shall not be liable for any delay or failure in the performance of its obligations under these Terms, and such obligations shall be suspended for the duration of the Force Majeure Event, to the extent such delay or failure is caused by events or circumstances beyond PawSure’s reasonable control and not attributable to its negligence or wilful misconduct (‘Force Majeure Event’).

Force Majeure Events may include, without limitation:

Both PawSure and affected Users shall use reasonable efforts to mitigate the effects of a Force Majeure Event where practicable.

Where a Force Majeure Event affects a Booking or the operation of the Platform:

Nothing in this Section relieves a User or PawSure of obligations that can reasonably be performed despite the Force Majeure Event, nor does it limit any rights or remedies that cannot be excluded under applicable law.

20. Misuse of the Platform and Information

The PawSure Platform and the information made available through it are intended solely for personal, lawful use in connection with arranging and managing Bookings through the Platform.

20.1 Prohibited Misuse

You agree that you will not, directly or indirectly:

Nothing in this Section restricts ordinary personal use of the Platform, including viewing information, communicating through permitted features, or sharing personal experiences in a non-commercial manner.

20.2 Personal Data and Privacy

Use of personal data on the Platform is governed by PawSure’s Privacy Policy and applicable law.

Users may access limited personal information of other Users solely as necessary to communicate and complete a Booking through the Platform. You must not misuse such information for harassment, unsolicited contact, profiling, commercial solicitation, or any purpose unrelated to the relevant Booking.

Users may withdraw their consent for the processing of personal data at any time in accordance with applicable law, subject to the understanding that such withdrawal may limit or prevent access to certain Platform features or Services.

Subject to applicable law, Users have the right to seek access to, correction, completion, or erasure of their personal data by contacting PawSure in accordance with the Privacy Policy.

Once a Booking is completed or cancelled, Users must not continue to use, retain, or process personal data of other Users unless such retention is reasonably necessary for legal compliance, dispute resolution, or safety-related purposes permitted under applicable law.

20.3 Enforcement

Any violation of this Section constitutes a material breach of these Terms and may result in immediate Platform-level action, including suspending or terminating access to the Platform, where misuse reasonably threatens:

Nothing in this Section limits PawSure’s rights or obligations under applicable data protection, consumer protection, or other laws.

20.4 Survival

The obligations set out in this Section shall survive the suspension, termination, or closure of a User’s account and continue to apply to any information obtained through the Platform prior to such termination.

21. Grievance Redressal

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and applicable data protection laws including the Digital Personal Data Protection Act, 2023, PawSure has appointed a Grievance Officer to address user complaints and concerns relating to the Platform.

Grievance Officer Details
Name: Chinmaya
Designation: Grievance Officer
Email: hello@tiggerthecatlabs.com

Users may submit grievances or complaints relating to the Platform, Bookings, payments, content moderation, account actions, data protection, or these Terms by contacting the Grievance Officer at the details provided above.

PawSure will acknowledge receipt of a grievance within 48 hours and will endeavour to resolve the grievance within 30 days from the date of receipt, in accordance with applicable law.

Nothing in this Section limits a User’s right to seek remedies available under applicable law, including approaching appropriate consumer forums, courts, or regulatory authorities where required.

This grievance redressal mechanism is published pursuant to Rule 3(1)(a) and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

22. Miscellaneous

22.1 No Partnership, Agency, or Employment

PawSure operates as an independent platform. Nothing in these Terms creates, or shall be deemed to create, any partnership, joint venture, employment, worker, agency, fiduciary, or representative relationship between PawSure and any User.

Hosts provide services independently and determine how they fulfil a Booking, subject to these Terms and applicable law. No User has authority to bind PawSure or to make representations, warranties, or commitments on PawSure’s behalf, except where expressly authorised in writing.

Hosts act as independent contractors and not as employees, agents, or representatives of PawSure, and are solely responsible for the manner, means, and methods of providing Host Services, subject to these Terms and applicable law.

22.2 Non-Exclusivity

These Terms are non-exclusive. Hosts may offer pet-care services through other platforms or arrangements, and Owners may engage pet-care services through other means, provided that any Booking made through PawSure is honoured in accordance with these Terms and that off-Platform activity does not compromise pet safety, honesty, or capacity during an active PawSure Booking.

While Hosts may offer pet-care services through other platforms or arrangements, Hosts must not accept or care for additional pets beyond their disclosed and approved capacity during any active PawSure Booking, except where such additional care has been expressly disclosed, approved, and reflected on the Platform prior to the Booking.

This requirement is based on safety, transparency, and animal welfare considerations. Breach of this obligation may result in suspension or termination of the Host’s account.

22.3 Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable under applicable law, such provision shall be severed or modified to the minimum extent necessary to make it enforceable. The remaining provisions shall continue in full force and effect.

22.4 Assignment

You may not assign, transfer, or delegate your rights or obligations under these Terms without PawSure’s prior written consent. PawSure may assign or transfer these Terms, in whole or in part, including in connection with a merger, acquisition, restructuring, or sale of assets, without restriction. Where practicable, PawSure will provide reasonable notice of any material assignment that affects Users’ rights or obligations under these Terms.

22.5 Survival

Any provisions that by their nature are intended to survive termination or suspension—including payment obligations, safety-related responsibilities, indemnities, disclaimers, limitation of liability, dispute resolution, and governing law—shall continue to apply after your account is suspended, terminated, or deactivated.

22.6 Entire Agreement

These Terms, together with the Privacy Policy and any other policies expressly incorporated by reference, constitute the entire agreement between you and PawSure regarding your access to and use of the Platform. They replace and supersede all prior or contemporaneous agreements, communications, or understandings relating to the subject matter.

22.7 No Waiver

Any failure or delay by PawSure to enforce any provision of these Terms does not constitute a waiver of that provision or of PawSure’s right to enforce it later.

22.8 Amendments to These Terms

PawSure may update or modify these Terms from time to time to reflect changes in the Platform, applicable law, or operational requirements. Updated Terms will be made available on the Platform, and material changes may be communicated through reasonable means.

Continued use of the Platform after updated Terms become effective constitutes acceptance of the revised Terms, subject to applicable law.

Where required by law, PawSure will obtain express consent to material changes.