NURV PETS — TERMS & CONDITIONS OF USE

Last updated: 13 September 2026 Effective date: 13 September 2026 Version: 1.0

1. Acceptance

These Terms & Conditions ("Terms") form a legally binding agreement between you ("you", "User", "Pet Parent") and Nurv Pets ("Nurv Pets", "we", "us").

They govern your use of the website www.nurvpets.com, the Nurv Pets mobile application, and all features within them, including Petrimony, the Marketplace, Grooming & Services, Gifting, and Nurv Vet Connect (together, the "Platform").

These Terms are an electronic record under the Information Technology Act, 2000 and the rules thereunder. They do not require a physical or digital signature.

By creating an account, placing an order, booking a service, or using any feature, you accept these Terms and our Privacy Policy, [Cancellation & Refund Policy], [Shipping Policy] and [Community Guidelines], each of which is incorporated by reference. If you do not agree, do not use the Platform.

2. Eligibility

You may use the Platform only if you:

are 18 years of age or older;
are competent to contract under the Indian Contract Act, 1872;
are not barred from receiving services under Indian law;
are the lawful owner or authorised custodian of any animal you list; and
have not previously been suspended or removed from the Platform.

We may request proof of age or identity at any time and may suspend accounts pending verification.

3. Your account

One account per person. Accounts are personal and non-transferable.
You must provide accurate, current and complete information and keep it updated.
You are responsible for all activity under your account and for the confidentiality of your password and OTPs. Notify us immediately at security@nurvpets.com of any unauthorised use.
We may refuse registration, suspend or terminate accounts at our discretion where these Terms are breached, where fraud or risk to animals or users is suspected, or where required by law.
You may delete your account at [Settings → Delete Account]. Deletion does not extinguish pending obligations — outstanding payments, in-flight orders, ongoing disputes or statutory record-keeping survive.

4. What Nurv Pets is — and is not

Nurv Pets operates as an intermediary within the meaning of Section 2(1)(w) of the Information Technology Act, 2000, and as a marketplace e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020.

This means:

On Petrimony, we provide a venue for pet parents to discover each other. We are not a party to anything you agree, arrange or do with another user.
On the Marketplace, unless a product is expressly marked "Sold by Nurv Pets", we host third-party Sellers. The contract of sale is between you and the Seller.
For Grooming & Services, groomers, trainers, walkers and sitters are independent contractors, not our employees.
On Vet Connect, veterinarians are independently registered practitioners exercising their own professional judgment. We facilitate the technology and the connection; we do not practise veterinary medicine.

We do not exercise editorial control over user-generated content prior to publication, and we observe the due diligence obligations of an intermediary under the IT Rules, 2021.

5. Acceptable use

You agree not to:

list, offer, solicit or arrange the sale, purchase or trade of any animal for monetary or other consideration through the Platform;
use the Platform in a manner that violates the Prevention of Cruelty to Animals Act, 1960, the Wild Life (Protection) Act, 1972, the PCA (Dog Breeding and Marketing) Rules, 2017, the PCA (Pet Shop) Rules, 2018, or any State or municipal animal law, including breed-specific restrictions;
list, discuss or arrange anything involving wild, exotic, protected, prohibited or trafficked species;
promote, arrange or reference animal fighting, baiting, forced breeding, puppy-milling, or any cruelty;
impersonate any person, misrepresent your identity, or create fake or bot accounts;
post content that is obscene, defamatory, harassing, hateful, paedophilic, invasive of privacy, or otherwise unlawful under Rule 3(1)(b) of the IT Rules, 2021;
harvest, scrape, crawl or index Platform data, or reverse-engineer, decompile or attempt to derive our source code;
introduce malware, attempt unauthorised access, conduct penetration testing without written permission, or interfere with Platform infrastructure;
use another user's contact details for spam, marketing, MLM, or any purpose other than the interaction they consented to;
use the Platform for money laundering, gambling, or any other unlawful purpose;
circumvent the Platform to avoid fees, or solicit users to transact off-Platform in a way that evades our safety and dispute mechanisms;
use the Platform to seek or offer human medical advice.

Breach may result in content removal, suspension, permanent ban, forfeiture of wallet balance obtained through fraud, and reporting to law enforcement or animal welfare authorities.

6. PETRIMONY — pet companionship and matchmaking

Read this section carefully. It contains an assumption of risk and a limitation of our liability.

6.1 What Petrimony is

Petrimony allows you to create a profile for your pet, browse other pets in your area, express interest, match, and communicate with other pet parents to arrange playdates, companionship, walking partners, socialisation meetups, and — where lawful and properly licensed — breeding introductions.

6.2 What Petrimony is not

Petrimony is not a marketplace for animals, a breeding service, a stud service, a kennel, a pet shop, or a broker. No animal may be sold, bought, gifted for consideration, leased or auctioned through Petrimony. We do not charge a commission on any offline arrangement between users and take no part in it.

6.3 No verification, no endorsement

We do not conduct criminal background checks, identity verification (beyond any optional badge you choose to obtain), home inspections, or veterinary verification of other users or their animals. Verification badges indicate only that a specific document was submitted and superficially checked; they are not a guarantee of a person's character or an animal's health, temperament or vaccination status.

You are solely responsible for satisfying yourself about the other party before meeting.

6.4 Your obligations as a Petrimony user

You represent, warrant and undertake that:

you are the lawful owner or authorised custodian of the pet you list;
all information in your Pet Profile — including age, breed, sex, sterilisation status, vaccination and health status — is true, current and complete;
your pet's core vaccinations (including anti-rabies) are current and you can produce certification on request;
your pet has no known history of unprovoked aggression, biting, or communicable disease, and if it does, you will disclose it prominently before any meeting;
you will not bring a pet to a meeting while it is in heat, unwell, injured, infectious, recently vaccinated within the veterinarian-advised exclusion window, or under sedation, without prior express disclosure and agreement;
you hold all licences, permits and registrations required by your municipality (including dog licensing in Jaipur / your local body) and, for breeding, valid registration with the relevant State Animal Welfare Board under the PCA (Dog Breeding and Marketing) Rules, 2017;
you will comply with all applicable leash, muzzle, breed-restriction and public-place rules;
you will supervise your animal at all times during any meeting.

6.5 Safety when meeting offline

We strongly recommend that you:

meet in a public, neutral, well-lit place for the first time — never at a private residence;
tell a friend or family member where you are going and when;
exchange vaccination records in advance and verify them;
keep both animals leashed and at distance on first introduction;
do not carry large sums of cash or hand over any animal to anyone;
end the meeting immediately if you feel unsafe, and report the user through the app.

6.6 Assumption of risk

You acknowledge that interactions between animals and between strangers carry inherent and unpredictable risk, including bites, scratches, injury, disease transmission, property damage, escape or loss of an animal, theft, fraud, harassment and personal injury. You voluntarily assume all such risk.

To the maximum extent permitted by law, you release Nurv Pets, its directors, officers, employees and agents from all claims, demands, damages and liabilities of every kind arising out of or connected with any interaction, communication, meeting, mating, breeding, transfer or dispute between you and any other user, whether occurring online or offline, and whether or not initiated through the Platform.

6.7 Breeding

Where Petrimony is used in connection with breeding:

both parties must independently satisfy themselves as to health screening, genetic testing, age suitability and breeding frequency;
all activity must comply with the PCA (Dog Breeding and Marketing) Rules, 2017, including breeder registration, limits on breeding frequency, and record-keeping;
Nurv Pets makes no representation regarding pedigree, lineage, fertility, genetic soundness or the outcome of any mating;
any stud fee, litter-sharing, puppy allocation or other arrangement is entirely between the two users. Nurv Pets is not a party to it, will not enforce it, and will not adjudicate disputes over it.

We may remove listings, suspend accounts and report to the Animal Welfare Board of India or the State Animal Welfare Board where we reasonably suspect unregistered commercial breeding or cruelty.

7. MARKETPLACE — food, treats, grooming products, accessories and gifting

7.1 Marketplace model

Products are offered either by Nurv Pets directly (marked "Sold by Nurv Pets") or by third-party Sellers. For third-party listings, the contract of sale is between you and the Seller; we facilitate discovery, payment and logistics.

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, we display on each product page: the Seller's legal name and principal geographic address, the total price with a breakdown of all charges, country of origin where required, expiry/best-before information for consumables, and the applicable return, refund, exchange, warranty and grievance details.

7.2 Listings, pricing and availability

All listings are an invitation to offer. Your order is an offer; the contract forms only when we or the Seller confirm dispatch.
Prices are in Indian Rupees (INR) and inclusive of GST unless stated. Delivery charges, handling and convenience fees are shown before payment.
We make reasonable efforts to display accurate images, weights, ingredients and descriptions, but packaging and formulation may change. Always read the physical label before feeding.
If a manifest pricing error occurs (for example, a ₹2,000 product listed at ₹20), we may cancel the order and refund you in full. We will not be obliged to supply at the erroneous price.
Stock is not reserved until payment is confirmed. Where an item becomes unavailable after order, we will cancel that line item and refund it.

7.3 Pet food, treats and consumables

Feeding guidance shown on the Platform is general information, not veterinary advice. Consult a veterinarian before changing your pet's diet, especially for pets with medical conditions, or pets that are pregnant, geriatric or under 12 weeks old.
Introduce new food gradually. We are not liable for digestive upset or allergic reaction arising from a change of diet.
Consumables are dispatched with a minimum remaining shelf life of [60] days unless otherwise stated.
Prescription diets and veterinary-only products will be dispatched only against a valid prescription from a Registered Veterinary Practitioner, uploaded and verified. We may refuse or cancel orders without a valid prescription.

7.4 Grooming services and product bookings

Grooming may be delivered at a partner salon or at your home by an independent groomer.
You must disclose in advance any aggression, anxiety, skin condition, injury, parasite infestation, senior-age frailty, pregnancy or medical condition. Non-disclosure that results in injury to the groomer, your pet or property is your responsibility.
The groomer may refuse or stop a session on welfare or safety grounds. Where a session is stopped for such reasons after work has begun, a pro-rata charge may apply.
Matted coats may require shaving; heavily matted coats carry a risk of clipper burn, nicks and revealing pre-existing skin conditions. You consent to the groomer exercising professional judgment.
Cancellations and rescheduling are subject to the [Cancellation & Refund Policy]. Cancellation within [4] hours of a home-service slot may attract a fee of up to [₹___ / __% of booking value].
For home services, you must provide safe access, a clean water source, power, and a reasonable working area, and must ensure another adult is present if required.

7.5 Gifting

You are responsible for the accuracy of the recipient's name, address and phone number. We cannot redirect a shipment once dispatched.
By providing a recipient's details, you confirm you are authorised to share them and that the recipient will not object to being contacted for delivery.
Gift messages must comply with Section 5. We may refuse to print offensive content.
Gift cards and vouchers are subject to the [Gift Card Terms], are non-refundable and non-encashable, and expire [12] months from issue unless law requires otherwise.
Perishable gifts (cakes, treats, fresh food) cannot be returned.

7.6 Orders, payment and delivery

We accept UPI, cards, net banking, wallets and, where available, cash on delivery. Payments are processed by PCI-DSS compliant gateways; we do not store full card data.
Delivery timelines are estimates, not guarantees. Delays caused by weather, strikes, regulatory restrictions or force majeure are excluded.
Risk in goods passes on delivery. Title passes on receipt of full payment.
You or an authorised adult must be present to accept delivery. Repeated failed delivery attempts may attract a return-shipping deduction from any refund.
Inspect on delivery. Report damage, leakage, tampering or wrong items within [48] hours with photographs.

7.7 Returns, cancellations and refunds

Full detail is in the [Cancellation & Refund Policy]. In summary:

Cancellation before dispatch: free, full refund.
Returns window: [7] days from delivery for unopened, unused, sealed items in original packaging with tags and invoice.
Not returnable: opened food, treats and consumables; used grooming products; prescription items; personalised or customised goods; perishable gifts; intimate-use items (litter, waste bags once opened); clearance items marked non-returnable.
Damaged, defective or wrong item: report within [48] hours with photographs; we will arrange replacement or refund at no cost to you.
Refund timeline: initiated within [3] business days of return pickup and quality check; credited to the original payment method within [5–7] business days thereafter, subject to your bank.
Nothing here limits your rights under the Consumer Protection Act, 2019.

8. NURV VET CONNECT — veterinary telemedicine

Read this section carefully.

8.1 Nature of the service

Vet Connect connects you, by chat, audio or video, with veterinarians registered with the Veterinary Council of India or a State Veterinary Council under the Indian Veterinary Council Act, 1984.

Nurv Pets does not practise veterinary medicine. We provide the platform. The veterinary professional relationship is between you and the treating veterinarian, who exercises independent clinical judgment and is solely responsible for the advice given.

8.2 NOT AN EMERGENCY SERVICE

Vet Connect must not be used in an emergency. If your pet is experiencing difficulty breathing, collapse, seizure, uncontrolled bleeding, suspected poisoning, bloat/GDV, heatstroke, inability to urinate, trauma, prolonged or obstructed labour, or any condition you believe to be life-threatening — go immediately to the nearest veterinary hospital. Do not wait for a teleconsultation.

8.3 Limits of teleconsultation

You understand and accept that:

teleconsultation cannot replace a physical examination, palpation, auscultation, diagnostic imaging or laboratory testing;
the quality of advice depends on the accuracy and completeness of the information you provide and on connection quality;
the veterinarian may decline to advise and instead direct you to in-person care, at their sole discretion — this is a proper exercise of clinical judgment, not a failure of service;
no diagnosis, outcome, cure or recovery is guaranteed.

8.4 Your obligations

You must provide truthful, complete and current information about your pet's species, breed, age, weight, sex, sterilisation status, symptoms, duration, vaccination history, current medication, allergies and prior conditions. Withholding or misstating information may lead to unsuitable advice, for which we and the veterinarian bear no responsibility.

8.5 Prescriptions and medication

Any prescription is issued at the sole discretion of the treating veterinarian, in accordance with applicable law and professional standards.
Certain categories of medicine — including Schedule H, H1 and X drugs and narcotic or psychotropic substances under the Drugs and Cosmetics Act, 1940 and the NDPS Act, 1985 — will not be prescribed via teleconsultation where law or professional guidance prohibits it.
Never administer human medication to an animal. Many common human drugs (including paracetamol and ibuprofen) are toxic to cats and dogs.
Dosages are calculated on the weight and history you supply. Verify weight accurately.

8.6 Consent to teleconsultation

By initiating a consultation, you consent to: the consultation being conducted remotely; the sharing of your pet's records with the treating veterinarian; the creation and retention of a consultation record; and the limitations described above. You may withdraw consent and end a consultation at any time; fees for a consultation already commenced may not be refundable.

8.7 Fees

Consultation fees, follow-up windows and package terms are displayed before you confirm. Free follow-ups, where offered, apply to the same pet and same presenting complaint within [7] days.

9. User-generated content

You retain ownership of the content you post — pet photos, videos, reviews, community posts, chat messages ("UGC").
You grant Nurv Pets a worldwide, non-exclusive, royalty-free, sub-licensable, transferable licence to host, store, reproduce, adapt, publish, display and distribute your UGC for the purpose of operating, promoting and improving the Platform. This licence ends when you delete the content, except for copies retained in backups, in the records of users who received it, and where retention is legally required.
You warrant that you own or are licensed to post your UGC and that it does not infringe any third party's rights.
Reviews must reflect genuine experience. Paid, incentivised or fake reviews are prohibited and will be removed.
We may, but are not obliged to, moderate, edit, remove or refuse UGC. We will remove unlawful content on receipt of a valid complaint or a court/government order, within the timelines prescribed under the IT Rules, 2021.

10. Intellectual property

"Nurv Pets", "Petrimony", "Nurv Vet Connect", our logos, wordmarks, taglines, UI, designs, graphics, software, matching algorithms, databases and content are owned by or licensed to Nurv Pets and protected under the Copyright Act, 1957, the Trade Marks Act, 1999 and other laws.

You receive a limited, revocable, non-exclusive, non-transferable licence to access and use the Platform for personal, non-commercial purposes. No other rights are granted. You may not copy, modify, distribute, frame, mirror, create derivative works, or use our marks without prior written consent.

Third-party brand names and logos on the Marketplace belong to their respective owners.

If you believe your IP has been infringed on the Platform, write to legal@nurvpets.com with details sufficient to identify the work and the infringing material.

11. Fees, subscriptions and promotions

Basic account creation and browsing are free. Petrimony premium tiers, Vet Connect consultations, Marketplace purchases and service bookings are paid.
Subscriptions (e.g. [Nurv Club]) auto-renew at the stated interval unless cancelled at least [24] hours before renewal. Cancellation stops future renewals; it does not refund the current period unless required by law.
Promotional codes, cashback and wallet credits are subject to their individual terms, are non-transferable, have no cash value, and may be withdrawn or modified. We may reverse benefits obtained through abuse, duplicate accounts or fraud.
We may revise fees on [30] days' notice. Continuing to use a paid feature after the notice period means you accept the revised fee.

12. Communications

By registering, you consent to receive transactional communications (order, booking, consultation and safety messages) by SMS, email, WhatsApp, call and push notification. These are essential and cannot be opted out of while your account is active.

Promotional communications can be opted out of at [Settings → Notifications] or via the unsubscribe link. You agree that our transactional communications may reach you notwithstanding your DND/NCPR registration, to the extent permitted under TRAI regulations.

13. Third-party services

The Platform integrates payment gateways, mapping, logistics, analytics and communication providers. Your use of those services may be subject to their own terms. We are not responsible for their acts, omissions or outages.

14. Suspension and termination

We may suspend or terminate your access, remove content, cancel orders, or withhold payouts, with or without notice, where we reasonably believe:

these Terms, the Community Guidelines or applicable law have been breached;
there is fraud, chargeback abuse, or manipulation of promotions;
there is a risk to the safety of a user, a third party or an animal;
a court, regulator or law enforcement agency has directed us to.

On termination, Sections 9 (licence for retained copies), 10, 15–21 survive.

15. Disclaimers

To the maximum extent permitted by law:

The Platform is provided "as is" and "as available", without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, accuracy, or non-infringement.
We do not warrant uninterrupted, error-free or secure operation, or that defects will be corrected.
Informational content — breed guides, nutrition articles, training tips, care blogs — is general information, not veterinary advice. Always consult a veterinarian for your specific animal.
We make no representation regarding the conduct, identity, honesty or suitability of any user, Seller, groomer, breeder or veterinarian, or regarding the health, temperament, pedigree or behaviour of any animal.
We do not guarantee that you will receive any matches on Petrimony, or that any match, meeting, mating or breeding will be successful.

16. Limitation of liability

To the maximum extent permitted by applicable law:

a) Nurv Pets, its directors, officers, employees, affiliates and agents shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary damages, or for loss of profit, revenue, data, goodwill, or for veterinary costs, emotional distress or loss of companionship, arising out of or in connection with the Platform.

b) Our aggregate liability for all claims arising out of or relating to these Terms or the Platform, whether in contract, tort (including negligence), statute or otherwise, shall not exceed the greater of (i) the amount you actually paid to Nurv Pets in the [three (3) months] immediately preceding the event giving rise to the claim, or (ii) ₹[5,000].

c) We are not liable for the acts or omissions of other users, Sellers, groomers, breeders, veterinarians, delivery partners or payment gateways, all of whom are independent third parties.

d) Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by our own gross negligence, for fraud, or under the Consumer Protection Act, 2019.

17. Indemnity

You agree to indemnify, defend and hold harmless Nurv Pets, its directors, officers, employees and agents from and against all claims, demands, proceedings, losses, damages, penalties, costs and expenses (including reasonable legal fees) arising out of or relating to:

your breach of these Terms or of any applicable law, including animal welfare law;
your UGC;
any injury, disease, damage or loss caused by you or your animal to another person, animal or property, whether during a Petrimony meeting or otherwise;
your misrepresentation of your pet's health, vaccination or behavioural history;
any dispute between you and another user, Seller, groomer, breeder or veterinarian.

18. Force majeure

We are not liable for any failure or delay caused by events beyond our reasonable control, including acts of God, flood, fire, earthquake, epidemic or pandemic, government action or restriction, civil unrest, strike, war, terrorism, cyber-attack, power failure, or failure of internet or telecommunications infrastructure.

19. Grievance redressal

In accordance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Rule 4(x) of the Consumer Protection (E-Commerce) Rules, 2020:

Grievance Officer Name: [Full Name] Designation: [Designation] Email: grievance@nurvpets.com Phone: +91 78910 11407 Hours: [Monday to Friday, 10:00 – 18:00 IST]

We acknowledge complaints within 24 hours and resolve them within 15 days. Complaints regarding non-consensual intimate imagery or impersonation are actioned within 24 hours.

You may also escalate to the National Consumer Helpline (1915) or the e-Daakhil portal.

20. Governing law and dispute resolution

20.1 Governing law. These Terms are governed by and construed in accordance with the laws of India.

20.2 Amicable resolution. The parties shall first attempt to resolve any dispute amicably through the Grievance Officer within [30] days of written notice.

20.3 Arbitration. Failing amicable resolution, the dispute shall be referred to and finally resolved by arbitration by a sole arbitrator appointed by [Nurv Pets / mutually agreed between the parties], under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Jaipur, Rajasthan, and the language shall be English. The award shall be final and binding.

20.4 Jurisdiction. Subject to Clause 20.3, the courts at Jaipur, Rajasthan shall have exclusive jurisdiction.

20.5 Consumers. Nothing in this clause prevents a consumer from approaching a Consumer Commission of competent jurisdiction under the Consumer Protection Act, 2019.

21. General

Severability. If any provision is held invalid, the remainder continues in full force.
No waiver. Failure to enforce a provision is not a waiver of it.
Assignment. You may not assign these Terms. We may assign them to an affiliate or successor.
Entire agreement. These Terms, with the policies incorporated by reference, constitute the entire agreement between you and us regarding the Platform.
Relationship. Nothing here creates a partnership, joint venture, employment or agency relationship.
Changes. We may amend these Terms. Material changes take effect [7] days after notice by email, in-app message or push notification. Continued use after that date constitutes acceptance.
Language. In case of conflict between the English version and any translation, the English version prevails.

22. Contact

Nurv Pets General: support@nurvpets.com Legal: legal@nurvpets.com Grievances: grievance@nurvpets.com Phone: +91 78910 11407

By using Nurv Pets, you acknowledge that you have read, understood and agree to be bound by these Terms & Conditions.

Terms & Conditions of Use