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Welcome to Pettle Pet Services Private Limited (“Pettle,” “we,” “us,” or “our”). By using our services, you (“Client” or “you”) agree to these Terms of Service (“Terms”). These Terms govern your access to and use of Pettle’s software and services (“Services”) globally. If you do not agree with these Terms, you should not use the Services. These Terms form a binding agreement between you and Pettle. Jurisdiction: This Agreement is governed by the laws of India, and any disputes will be subject to the exclusive jurisdiction of courts in Thane, Maharashtra. However, our Services are accessible globally; if you use the Services from outside India, you are responsible for compliance with local laws. Independent Contractor Relationship: Pettle provides Services on a principal-to-principal basis. Nothing in this Agreement creates an agency, partnership, joint venture, or employment relationship between Pettle and the Client. Neither party has authority to bind the other, and personnel of one party do not become employees or agents of the other.

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1. Engagement of Services

• Provision of Services: Pettle will deliver the Services in a professional manner, using reasonable care and skill and in accordance with agreed timelines and specifications. We will make reasonable efforts to maintain effective security measures to protect Client data from unauthorized access or use.

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• Global Access: You may access and use the Services from anywhere in the world. Nonetheless, you agree to use the Services only for lawful purposes and in compliance with these Terms and any applicable laws or regulations in your jurisdiction.

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• No Harmful Use: You shall not misuse the Services. This includes, but is not limited to, refraining from: (a) using the Service for any unlawful, fraudulent, or malicious activities; (b) attempting to gain unauthorized access to the Service or related systems or networks; or (c) infringing on any intellectual property or other rights of Pettle or third parties while using the Service.

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2. Usage and Limits

• Fair Use Policy: Unless otherwise specified in your plan, Pettle does not impose fixed limits on the number of customers, bookings, invoices, reports, staff accounts, or catalog entries you may create within the Service. Similarly, for each user login under your account, there is no limit on the number of devices from which the Service can be accessed.

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• Service Modifications: Pettle may introduce updates, new features, or enhancements to the Services. Your continued use of the Services after such updates constitutes acceptance. Pettle will endeavor to notify you of major changes. We reserve the right to discontinue or suspend any feature for maintenance or updates, and will use reasonable efforts to minimize downtime or disruption to you.

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3. Fees and Payment Terms

• Subscription Plans: Fees for the Services are based on the subscription plan or package you select. All fees are communicated upfront (e.g., on our website or order form) and are payable in the currency and on the schedule (monthly, annual, etc.) agreed. The fees cover only the Services described for the chosen plan, unless otherwise agreed in writing.

• Invoices and Taxes: Pettle will issue tax-compliant invoices for all fees. Fees are exclusive of any taxes (such as GST/VAT) unless stated otherwise. You are responsible for paying any applicable taxes, duties, or similar charges. Payment is due within the timeframe stated on the invoice or as per the plan terms. Late payments may incur interest or late fees as permitted by law.

• Payment Methods: You authorize Pettle to charge the credit card, bank account, or other payment method provided for subscription fees on a recurring basis. It is your responsibility to ensure that payment information is accurate and up to date. Failure to timely remit payment may result in suspension or termination of your account.

 

 

4. Renewals, Refunds, and Cancellations

• Renewal Terms: Service subscriptions will renew automatically at the end of each billing cycle (monthly, yearly, or as agreed) unless you cancel in advance. Renewal payments should be made by you on or before the renewal date to avoid interruption. We may send reminders prior to renewal, but it is ultimately your responsibility to be aware of upcoming renewals.

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• 15-Day Refund Window: We offer a 15-day refund window from the date of your initial onboarding or purchase. If you are a new customer and you cancel the Services within 15 days of signing up, you are eligible for a full 100% refund of the subscription fees paid. To request a refund, you must notify us within this 15-day period.

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• Refund Processing: Approved refunds will be processed within approximately 5–7 working days, and the refunded amount will be returned via the original payment method (or to your bank account) within a similar timeframe. Please note that it may take additional time for your bank or credit card provider to post the credit.

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• Cancellation After 15 Days: If you cancel the Service after the 15-day refund window, you will not be entitled to any refund of fees already paid. Your subscription will remain active until the end of the current billing cycle, after which it will not renew. Pettle is not liable to refund or credit any unused time on your subscription outside the stated refund policy.

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• How to Cancel: You may cancel your subscription at any time by contacting Pettle support via email or WhatsApp. 

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• Automatic Account Deactivation: If you do not formally request cancellation but your subscription expires and you stop using the Services, Pettle will consider the account inactive. In such cases, we will make reasonable attempts to contact you through available contact methods (phone, WhatsApp, and occasionally email) for a period of 30 days after your subscription expiry. If we do not hear from you within this period, your account may be deactivated. However, your data will not be deleted without your explicit consent, and we will continue to retain your data in accordance with our Data Retention clause.

 

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5. Term and Termination

• Term of Agreement: These Terms commence on the date you first accept them and continue until your subscription or access to the Services is terminated by either party as allowed herein.

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• Termination by Notice: Either party may terminate this Agreement for convenience by providing one (1) month’s prior written notice to the other party. If you terminate with such notice, you are responsible for paying any outstanding fees up to the effective date of termination. Pettle will not charge further subscription fees after the termination becomes effective.

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• Termination for Breach: Either party may terminate this Agreement immediately upon written notice if the other party materially breaches these Terms and fails to cure that breach within 15 days after receiving written notice of the breach. Without limitation, your failure to pay fees when due, or misuse of the Services in violation of Section 1, may constitute a material breach.

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• Effect of Termination: Upon termination or expiration of this Agreement, your right to access and use the Services will cease. You must immediately stop using the Services, and Pettle will disable your account. Any fees owed by you up to the date of termination shall become immediately due. Sections of these Terms which by their nature should survive termination (such as confidentiality, liability, and dispute resolution) will survive.

 

 

6. Service Commitment and Availability

• Uptime Guarantee: Pettle will use commercially reasonable efforts to maintain at least 95% uptime availability for the Services over each calendar year. This means the Service should be accessible at least 95% of the time, excluding permitted downtime (as defined below). While we strive to exceed this target, the uptime guarantee is a measure of our service reliability commitment.

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• Scheduled Maintenance: Downtime Exclusions: Some downtime is necessary for maintenance, updates, and circumstances beyond our control. The calculation of uptime will exclude: (a) scheduled maintenance windows (for which we will endeavor to provide advance notice); (b) emergency maintenance or updates required to address security or stability issues; (c) outages caused by factors outside Pettle’s reasonable control, including but not limited to force majeure events, Internet backbone issues, or third-party service failures; and (d) outages resulting from your equipment, software, or network connections.

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• Support Services: Pettle offers customer support to assist you with using the Services and to resolve issues. Support is available during business hours, generally 9:00 AM to 11:00 PM Indian Standard Time (IST), Monday through Sunday (excluding national holidays). Support requests can be raised through our official channels (such as email or in-app chat). We will use reasonable efforts to respond and resolve support inquiries promptly, but do not guarantee any specific resolution time.

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• Updates and Changes: We continually improve our Services and may deploy updates, bug fixes, or upgrades from time to time. Such updates may occur automatically. We will make reasonable efforts to schedule maintenance and deploy updates during off-peak hours to minimize impact on your use of the Service. You acknowledge that occasional maintenance or updates may temporarily limit or suspend access to the Services, and we will not be liable for such downtime as long as it is within the allowances described in this section.

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• Service Disclaimer: Except for the uptime commitment expressly stated above, the Services are provided on an “as is” and “as available” basis. While Pettle aims to provide a reliable and secure service, we do not guarantee that the Services will be uninterrupted or error-free at all times. If you experience any Service issues, please contact support so we can address them.

 

 

7. Intellectual Property Rights

• Pettle’s Ownership: Pettle retains all rights, title, and interest in and to the Services, including all software, code, processes, tools, designs, algorithms, databases, and all improvements, enhancements, or modifications to the foregoing. All intellectual property and proprietary rights in the Services and any works or deliverables created by Pettle remain the sole property of Pettle. This includes any custom features, analytics, or derivative works that Pettle may develop in the course of providing the Services, even if inspired by or developed in consultation with the Client’s needs – no transfer of intellectual property to the Client is intended or implied.

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• License to Use: Subject to your compliance with these Terms and payment of applicable fees, Pettle grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Services for your internal business purposes, for the duration of your subscription. You may not sub-license or resell the Service to third parties. This license is only for your benefit and does not convey any ownership or title in the Services or underlying software.

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• Restrictions: You shall not, and shall not permit any third party to: (a) copy, modify, translate, or create derivative works of the software or any part of the Services; (b) reverse engineer, decompile, disassemble, or attempt to discover the source code, object code, or underlying structure of the software (except as allowed by law notwithstanding this limitation); (c) rent, lease, distribute, or transfer the Services to any third party, or provide it on a timesharing or service bureau basis; or (d) remove or obscure any proprietary notices within the Service. Any unauthorized use of the Service or breach of these restrictions will result in immediate termination of the license granted and may result in legal action.

 

 

8. Confidentiality

• Definition of Confidential Information: In the course of using the Services, both you and Pettle may share non-public, sensitive information with each other. “Confidential Information” means any information disclosed by one party (“Discloser”) to the other (“Recipient”) that is identified as confidential or that reasonably should be understood to be confidential given the nature of the information and the context of disclosure. This includes, but is not limited to, business plans, customer data, financial information, technical data, trade secrets, and any personal data of individuals. For clarity, any data, content, or information you input into Pettle’s systems (or provide to Pettle for service delivery) is your Confidential Information, and any proprietary software or documentation provided by Pettle is our Confidential Information.

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• Exclusions: Confidential Information does not include information that: (i) is or becomes generally known to the public without breach of any obligation owed to the Discloser; (ii) was independently developed by the Recipient without use of or reference to the Discloser’s Confidential Information; or (iii) is received from a third party who had the legal right to disclose it without restriction.

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• Confidentiality Obligations: The Recipient of any Confidential Information shall use it solely for the purpose of fulfilling its obligations or exercising its rights under these Terms. The Recipient will not disclose or permit access to the Discloser’s Confidential Information to any third party, except to its own employees, agents, or subcontractors who need to know such information for the same permitted purpose and who are bound by confidentiality obligations at least as protective as those herein. The Recipient is responsible for any misuse of Confidential Information by its personnel or agents. Each party agrees to protect the other’s Confidential Information with the same degree of care it uses to protect its own confidential information of similar nature, and at minimum, with a reasonable standard of care.

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• Compelled Disclosure: If the Recipient is required by law, regulation, or court order to disclose Confidential Information of the Discloser, the Recipient must give prompt written notice (unless legally prohibited) to the Discloser so that the Discloser may seek an appropriate protective order. The Recipient shall disclose only that portion of Confidential Information which it is legally required to disclose and shall use reasonable efforts to ensure confidential treatment of the disclosed information.

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• Return or Destruction: Upon termination of this Agreement or upon the Discloser’s request, the Recipient will promptly return or destroy (and certify destruction of) all materials embodying the Discloser’s Confidential Information, except as noted in the Data Retention section below or as otherwise legally required.

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• Survival: The obligations in this section shall survive for one (1) year after termination or expiration of this Agreement. Each party will continue to protect the other’s Confidential Information for that period.

 

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9. Data Privacy and Security

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Your use of the Services is also governed by our Privacy Policy (provided below), which explains how we collect, use, and protect your personal data. By agreeing to these Terms or using the Service, you also consent to the data practices described in the Privacy Policy. Key points include:
 

• Compliance with Data Protection Laws: Pettle is committed to complying with all applicable data protection laws, including but not limited to the Information Technology Act, 2000, and the Digital Personal Data Protection Act, 2023 (“DPDP Act”) enacted in India, along with international laws such as the EU GDPR and the CCPA, as applicable. We implement appropriate technical and organisational measures to safeguard personal data, and we ensure that any processing we undertake—either as a data controller or processor—is lawful, fair, and transparent.

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• Data Processing: In providing the Services, Pettle may process personal data on your behalf (for example, information about your customers or end-users that you store in our system). In such cases, Pettle will act as a “data processor” or “service provider” and will process personal data only as necessary to deliver the Services and in accordance with your instructions and our Privacy Policy. You are responsible for obtaining any necessary consents or authority to allow Pettle to process such personal data. (If required by GDPR, a separate Data Processing Addendum may further govern this relationship.)

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• Limited Employee Access: Access to your data within Pettle is restricted to employees or subcontractors who have a legitimate business need to access such information (for example, to provide support or perform maintenance). All such personnel are bound by confidentiality and data protection obligations.

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• Security Measures: Pettle has established and maintains industry-standard security measures to protect your data from unauthorized access, alteration, disclosure, or destruction. These measures include the use of encryption, secure hosting facilities, firewall and intrusion detection systems, and regular security assessments. However, you understand that no method of transmission over the internet or method of electronic storage is 100% secure, and therefore we cannot guarantee absolute security.

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• Incident Notification: In the event we become aware of a data breach that affects your personal data, we will notify you within a reasonable time and provide information on the nature of the breach and steps taken or recommended to mitigate its impact, in accordance with applicable law.

 

 

10. Offboarding and Data Retention

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• Data Export on Termination: Upon termination or expiration of your subscription, you have the right to retrieve your data from the Service. Pettle will, upon your request, provide you with a reasonable opportunity to export or download your stored data in a standard format. Such request should be made at or prior to termination. We may assist in data export as a courtesy, possibly subject to additional fees if special assistance is required.

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• Data Deletion: After termination, Pettle will not retain your personal data or the data you have provided through the Service longer than necessary, except as required for legal compliance or legitimate business purposes. By default, if you do not request deletion, we may retain your account data for up to three (3) years post-termination for purposes such as fulfilling legal, tax, or accounting obligations. This retention of your data for a defined period shall not be considered a breach of confidentiality.

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• Requesting Deletion: You may request earlier deletion of your personal data from our systems by contacting us. Upon verified request (and provided that the data is not required to be retained by law), Pettle will delete or anonymize the personal data associated with your account within a reasonable timeframe. Please note that backup copies may persist for a limited period but will be purged according to our regular backup retention schedule.

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• Retention for Legal Requirements: Pettle may retain certain minimal information even after account deletion if necessary to comply with laws (for example, records of transactions for financial reporting, audit, or compliance purposes) or to resolve disputes and enforce agreements. Any such retained data remains subject to the confidentiality obligations in these Terms and our Privacy Policy.

 

 

11. Disclaimers and Limitations of Liability
 

• No Warranty: Except as expressly provided in these Terms, Pettle disclaims all warranties of any kind, whether express, implied, or statutory, to the fullest extent permitted by law. This includes any implied warranties of title, non-infringement, merchantability, or fitness for a particular purpose. We do not warrant that the Services will meet your requirements, achieve any intended results, be compatible or work with any other software or systems, or be secure, uninterrupted, or error-free at all times.

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• Client Data and Usage: You are solely responsible for the accuracy, quality, and legality of the data you input into the Service and the means by which you acquired that data. Pettle shall not be liable for any data loss or corruption outside of our control, and you are encouraged to maintain backup copies of your data. We provide tools to export your data, but it is your responsibility to use them as needed.

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• Limitation of Liability: To the fullest extent permitted by law, Pettle shall not be liable to you or any third party for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or other intangible losses arising out of or in connection with the use or inability to use the Services, whether based on warranty, contract, tort (including negligence), or any other legal theory—even if Pettle has been advised of the possibility of such damages. Pettle expressly disclaims any monetary liability under this Agreement. The Client acknowledges and agrees that Pettle shall not be held financially liable for any damages arising out of or related to this Agreement or the use of the Services, except where such liability cannot be excluded under applicable law.

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• Exceptions: The limitations above do not apply to the extent prohibited by law and do not limit liability for gross negligence, willful misconduct, or fraud, or for death or personal injury caused by negligence where legally required. Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities, so some of the above exclusions and limitations may not apply to you. In such cases, Pettle’s liability will be limited to the fullest extent permitted by applicable law.

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• Indemnification: Each Party (“Indemnifying Party”) agrees to indemnify, defend, and hold harmless the other Party, including its directors, officers, employees, and agents (“Indemnified Party”), from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to (a) any breach of this Agreement by the Indemnifying Party, (b) gross negligence or wilful misconduct by the Indemnifying Party or its personnel, (c) any third-party claim arising from the Indemnifying Party’s use or provision of the Services in violation of applicable law.

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The Indemnified Party agrees to promptly notify the Indemnifying Party of any such claims and to cooperate in the defence. The Indemnifying Party shall not settle any claim that imposes any obligation on the Indemnified Party without prior written consent.

 

 

12. General Provisions

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• Amendments: Pettle may update or modify these Terms from time to time. When we make material changes, we will notify you by email or by posting a prominent notice on our website or within the Service. The revised Terms will be effective on the date stated in the notice or the updated Terms. By continuing to use the Service after the changes take effect, you agree to be bound by the revised Terms. If you do not agree to the updated Terms, you must stop using the Services. Any modification or amendment to this Agreement must be in writing. For any mutually negotiated changes (other than general updates as described above), both parties must consent in writing.

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• Notices: All notices or communications required or permitted under these Terms (other than routine operational communications) shall be in writing and shall be deemed given: (i) when delivered personally or by courier; (ii) when sent by email to the official email address on record (provided no bounce or error message is received); or (iii) 72 hours after being sent by registered post or certified mail, return receipt requested, to the addresses of the parties. For clarity, you may reach Pettle at hey@getpettle.com for formal notices, or at the mailing address provided on our website. It is your responsibility to keep your contact information current.

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• Waiver: No waiver of any provision of these Terms by either party shall be effective unless in writing and signed by the party against whom the waiver is claimed. A waiver of a breach of any term is not a waiver of any other breach or of the term itself. Failure or delay by either party to enforce any right or provision of these Terms shall not constitute a waiver of future enforcement of that right or provision.

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• Severability: If any provision of these Terms is held by a court of competent jurisdiction or an arbitrator to be invalid, illegal, or unenforceable, that provision shall be enforced to the maximum extent permissible, and the remaining provisions of these Terms will remain in full force and effect. The parties will in good faith negotiate a valid and enforceable provision that is as close as possible to the original intent of the invalid provision.

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• Entire Agreement: These Terms (along with any Service Order, Subscription Agreement, or other written agreement between you and Pettle, and any policies or documents incorporated by reference, such as the Privacy Policy) constitute the entire agreement between you and Pettle regarding the Services and supersede all prior or contemporaneous agreements, understandings, or communications, whether written or oral, relating to the subject matter hereof.

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• Relationship of Parties: The relationship of the parties is that of independent contractors. You and Pettle are not legal partners or agents—rather, our relationship is as set out in the Introduction section above (principal-to-principal). Neither party will have, or hold itself out as having, any right or authority to incur any obligation on behalf of the other party except as expressly provided in this Agreement.

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• Assignment: You may not assign or transfer these Terms or any of your rights or obligations hereunder, whether by operation of law or otherwise, without Pettle’s prior written consent. Any attempted assignment by you without consent will be null. Pettle may assign or transfer these Terms freely to an affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets.

 

 

13. Dispute Resolution

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• Good Faith Negotiations: In the event of any dispute, claim, or controversy arising out of or in connection with these Terms or the Services, the parties agree to first attempt to resolve the issue through good faith negotiations and discussions. If a dispute arises, either party may notify the other in writing, and management-level representatives of both parties shall meet (virtually or in person) within a reasonable time to attempt to resolve the dispute amicably.

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• Arbitration: If the dispute is not resolved within 30 days of the initial notice of dispute, either party may refer the dispute to binding arbitration. The arbitration shall be conducted by a sole arbitrator jointly appointed by the parties. If the parties cannot agree on an arbitrator, the arbitrator shall be appointed in accordance with the rules of the Indian Arbitration and Conciliation Act, 1996. The arbitration proceedings will be conducted in English, and the seat and venue of arbitration shall be Thane, India. The arbitrator’s decision and award shall be final and binding on the parties, and may be entered in any court of competent jurisdiction for enforcement.

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• Costs of Arbitration: Each party shall initially bear its own costs of arbitration, including attorneys’ fees, and shall share the arbitrator’s fees and administrative expenses equally, unless the arbitrator decides otherwise in the award. The arbitrator may award the prevailing party its reasonable costs and attorneys’ fees.

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• Court Proceedings: Notwithstanding the foregoing, either party may seek interim or preliminary injunctive relief from a court of competent jurisdiction in Thane, India, if necessary to protect its rights or interests. Additionally, claims for non-payment of fees by you may be brought by Pettle in any court with jurisdiction over you or your assets.

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• Class Action Waiver: The parties agree that any dispute resolution proceedings will be conducted on an individual basis only and not in a class, consolidated, or representative action. You hereby waive any right to participate in any class action against Pettle.

 

These Terms of Service were last updated on 1st April 2025. By using Pettle’s Services, you acknowledge that you have read, understood, and agree to these Terms of Service. If you have any questions or concerns about these Terms, please contact us at hey@getpettle.com.