Terms and Conditions

General Terms of Use

Electronic Record

This Terms and Conditions document is an electronic record in the sense of the Information Technology Act, 2000 and the applicable rules thereunder. It is generated by a computer system and does not require any physical or digital signatures. By using the Floofers platform (website and mobile application), you accept this electronic record as legally enforceable and equivalent to a written, signed document.

Applicable Laws

These Terms and Conditions are published in accordance with Rule 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011, requiring the publishing of rules and regulations, privacy policy, and user agreement for access or usage of the Platform. All use of the Floofers Platform is subject to the applicable laws of India. The laws of the Republic of India shall govern all matters relating to your use of the Platform, and these Terms shall be interpreted in accordance with those laws.

Platform Ownership and Operator

The Floofers online pet services marketplace, including the website and mobile app (“Platform”), is owned and operated by Floofers Holdings Private Limited, a company incorporated under the laws of India (hereinafter referred to as “Floofers”, “we”, “us” or “our”). By accessing or using our Platform, you are entering into a binding agreement with Floofers Holdings Private Limited. All references to the “Platform” in these Terms include any related mobile sites, applications, or services offered by Floofers.

Acceptance of Terms

By visiting, registering for, or using the Platform in any manner, you (“User” or “you”) unconditionally accept and agree to be bound by these Terms and Conditions, as well as our Privacy Policy and other posted policies applicable to the Platform. If you do not agree with these Terms, you should refrain from using the Platform. We reserve the right to modify or update these Terms at our sole discretion at any time. It is your responsibility to review the Terms periodically for changes. Continued use of the Platform following any changes signifies your acceptance of the revised Terms.

Eligibility to Use

Use of the Platform is available only to persons who can form legally binding contracts under Indian Contract Act, 1872. Individuals under the age of 18 (“minors”) or those otherwise “incompetent to contract” (such as undischarged insolvents) are not eligible to register or use the Platform on their own. If you are a minor (under 18 years of age), you may use the Platform or avail services only with the involvement and consent of a parent or legal guardian. Floofers reserves the right to terminate your membership and refuse access to the Platform if it is discovered that you are under 18 years of age or otherwise not eligible to contract under Indian law.

Account Registration and Security

When you create an account on Floofers, you agree to:

• Provide Accurate Information: You shall furnish true, accurate, current, and complete information during registration and whenever required by the Platform. You also agree to keep your information (such as contact details and pet information) up-to-date.

• Account Credentials: You are responsible for maintaining the confidentiality of your login credentials (username, password) and for all activities that occur under your account. Do not share your password with others. If you suspect any unauthorized use of your account, notify us immediately.

• Account Responsibility: You are liable for all use of your account, whether or not actually authorized by you. Floofers will not be responsible for any loss or damage arising from your failure to safeguard your account.

• Multiple Accounts: You shall not create multiple accounts or impersonate any other person or entity. All accounts must be registered with a valid contact number and email that you actually own.

• Account Termination: We reserve the right to suspend or terminate your account, or restrict access to the Platform, if any information provided during registration or afterward is found to be false, inaccurate, or violates these Terms. We may also terminate or suspend your account for any behavior we deem as misuse of the Platform (such as fraud, abusive conduct, or violation of applicable laws or regulations).

Platform as a Marketplace (User and Provider Roles)

Floofers provides an online marketplace Platform to connect pet parents/owners (“Pet Owners”) seeking pet care services with independent third-party pet service providers (“Service Providers” or “Hosts”), such as pet sitters, dog walkers, groomers, trainers, or veterinarians. Floofers is a facilitator of contracts between Pet Owners and Service Providers: we enable Users to communicate and arrange pet services, but we are not a direct provider of pet care services (unless explicitly stated for a specific service). All pet services (e.g., pet boarding, walking, grooming, vet consultations, etc.) are provided by independent Service Providers who are not employees or agents of Floofers.

By using the Platform to book services, you acknowledge and agree that:

• No Agency: There is no employment, partnership, or agency relationship between Floofers and the Service Providers. Floofers does not control the quality, timing, legality, or any other aspect of the services delivered by Service Providers, except for providing guidelines and a vetting process for listing providers on the Platform.

• User Diligence: Pet Owners are responsible for selecting a suitable Service Provider for their needs. We recommend that you review provider profiles, ratings, and reviews and, if needed, communicate with the provider through the Platform to ensure they are a good fit for your pet. Any arrangements or agreements for pet services are solely between you and the Service Provider.

• Bookings as Contracts: When a Pet Owner confirms a booking with a Service Provider through the Platform, a direct contract is formed between those two parties under the terms they agree upon (in addition to any standard policies Floofers may require). Floofers is not a party to that service contract, but these Terms and Floofers’ policies will govern aspects of the transaction (such as payment, cancellations, and refunds as described herein).

• Intermediary Role: Floofers’s role is limited to facilitating the connection, providing the Platform tools (such as scheduling, communication, and payment processing), and customer support. In accordance with applicable law, Floofers is an “intermediary” and does not guarantee or certify the quality or safety of any service provided by a third party, beyond vetting and reviews available on the Platform.

• Release of Liability between Users: To the fullest extent permitted by law, Pet Owners and Service Providers release Floofers from any claims, injuries, or damages arising from or related to the services arranged through the Platform, except as explicitly stated otherwise in these Terms. Pet Owners acknowledge that pet care services may carry inherent risks (for example, injuries to or by your pet, or property damage), and you agree to assume all such risks when engaging a Service Provider through Floofers.

Communications and Notices

By using the Platform, you consent to receive communications from Floofers electronically or via other means. We will communicate with you by email, SMS, phone calls, in-app notifications or by posting notices on the Platform or through your account. You agree that all agreements, notices, disclosures, and other communications that Floofers provides to you electronically satisfy any legal requirement that such communications be in writing. You are responsible for providing and maintaining accurate contact information in your account for receiving communications. Standard messaging or data rates may apply for any SMS or phone communications.

Services, Bookings, and Payments

Booking Pet Services

Floofers offers a variety of pet care services through the Platform (such as pet sitting at the pet owner’s home, boarding at the host’s home, dog walking, grooming, training, veterinary tele-consultations, etc.). Users can browse listings of Service Providers, view their profiles, availability, and rates, and request a booking for a specific service and time. When you request a booking, the Service Provider may accept or decline the request. A booking is confirmed when the Service Provider accepts your request (or when you directly book an available slot, as the case may be) and payment is successfully processed.

By confirming a booking, you agree to pay the applicable service fees and any other charges described at checkout. You also agree to adhere to any reasonable rules or instructions provided by the Service Provider for the care of your pet (for example, drop-off and pick-up times for boarding, pre-grooming preparation, etc.). Service Providers likewise agree to perform the booked services in a professional, pet-friendly manner and to uphold any standards set by Floofers policies.

Pricing and Fees

• Service Fee: Using the Platform to find services may be free, but Floofers may charge a service or facilitation fee to either Pet Owners or Service Providers (or both) for each booking made (“Service Fee”). Any Service Fees and the price of services will be disclosed to you before you confirm a booking. Floofers reserves the right to change its fees or fee structure, or institute new fees for certain services or features, with reasonable notice to Users. Fee changes will not affect bookings already confirmed before the effective date of change.

• Taxes: All prices and fees are inclusive of applicable taxes unless stated otherwise. If taxes (like GST) are applicable on the services or fees, these will be shown at checkout. Users and Service Providers are each responsible for their own tax compliance related to transactions (for instance, a Service Provider is responsible for reporting their income as required by law).

• Payment Processing: Floofers uses third-party payment gateways to process payments securely. By providing your payment information, you authorize Floofers and its payment processors to charge the booking amount (including service fees and taxes) to your selected payment method. We may store your payment details for ease of future transactions, in compliance with our Privacy Policy and applicable regulations. Floofers is not liable for errors caused by the payment gateway or bank, although we will try to resolve any payment issues in good faith.

• Non-Cash Transactions: All payments for bookings must be completed through the Floofers Platform using the available payment methods. Floofers is not liable for any payments, damages, or losses arising from transactions conducted outside of our Platform. If a Service Provider asks you to pay outside the Platform, you should refuse and immediately report this to Floofers. Payments made outside the Platform are a violation of these Terms and void any Floofers protections (such as refund, support, or insurance guarantees) that might otherwise apply to your booking.

Cancellation and Refund Policy

Cancellation of pet service bookings by either Pet Owners or Service Providers is subject to our cancellation policy. Specific cancellation and refund terms may vary depending on the type of service and will be communicated at the time of booking (for example, some bookings may be fully refundable if canceled a certain number of days in advance, while others may involve a cancellation fee). In general:

• If you, as a Pet Owner, need to cancel a confirmed booking, you should do so through the Platform as early as possible. Refund eligibility will depend on the timing of the cancellation. Any refund due will be processed back to your original payment method in accordance with our policy timelines.

• If a Service Provider cancels a booking, you will receive a full refund for that booking. Floofers may also assist in finding a replacement provider if time permits, though we do not guarantee an identical match.

• Certain fees may be non-refundable (for example, a convenience fee or platform service fee) except in the case where the Service Provider cancels or fails to provide the service.

• Please refer to our Cancellation & Refund Policy page for full details on cancellation windows, refund percentages, and any service-specific terms. Floofers reserves the right to amend the cancellation and refund terms, but any changes will not affect bookings already made under the earlier policy.

No Refunds in Certain Cases: No refunds will be issued (or a reduced refund may be given) if a Pet Owner fails to comply with the agreed terms of a booking or these Terms (for example, if you materially breach the Terms during a service, or if you attempt to cancel after the service has been completed). Floofers also reserves the right to deduct or withhold refund amounts if there is evidence of fraud, abuse of the refund policy, or other misconduct.

Promotions, Loyalty Programs, and Coupons

Floofers may offer promotional incentives to Users from time to time, including discount coupons, promotional credits, referral bonuses, or loyalty point programs (“Promotional Rewards”). These rewards are provided at our discretion to enhance user experience or as part of marketing campaigns. By participating in any Floofers promotion or loyalty program, you agree to the following terms governing those rewards:

• Issuance and Use: Promotional Rewards (such as coupon codes, credits in your account, or loyalty points) can only be applied towards eligible purchases or bookings on the Floofers Platform, subject to any additional terms specified in the offer. The specific conditions (e.g., minimum booking value, specific service category, new user only, etc.) will be described in the promotion details.

• One-Time and Non-Stackable: Most coupons or promo codes are one-time use per user and cannot be combined with other offers on the same booking, unless explicitly permitted by Floofers. Only one coupon or credit can be applied per transaction, in general.

• No Cash Value & Non-Transferability: Promotional Rewards have no cash or monetary value outside the Platform. They are non-transferable and cannot be exchanged for cash. You cannot sell, gift, or trade coupons or loyalty points to anyone else. Any attempt to transfer or sell rewards is a violation of these Terms and may result in cancellation of the reward or suspension of your account.

• Expiration and Validity: All Promotional Rewards are subject to expiration dates and validity periods as specified in the promotion. For example, a coupon might expire 30 days after issuance if not used. Loyalty points may have an annual expiration or as detailed in the loyalty program rules. Once expired, rewards cannot be reinstated. Floofers reserves the right to modify the expiration date of any reward, but will usually do so only if communicated as part of the program updates.

• Limitations: Promotional Rewards may be limited to certain services, specific locations, or user categories. For instance, a coupon might only apply to first-time bookings of pet boarding, or loyalty points might only accrue for completed services of certain types. Please read the offer details carefully. Misuse of a coupon (such as creating multiple accounts to claim it multiple times) is prohibited.

• Revocation for Abuse: Floofers reserves the right to cancel or revoke any Promotional Reward if we suspect any fraud, abuse, or violation of the promotional terms or these Terms and Conditions. This includes scenarios like exploiting a technical glitch for gain, using a coupon in an ineligible manner, or engaging in fraudulent referrals. In such cases, we may cancel the affected bookings or credits and take any necessary action on your account.

• Changes to Programs: Floofers may introduce, modify, or discontinue loyalty programs and promotional offers at any time at our discretion. We will endeavor to notify users of significant changes (for example, if we launch a new rewards program or end an existing one). However, all promotions are subject to availability and we reserve the right to end any offer sooner than advertised if circumstances require.

• Loyalty Points Specifics: If Floofers runs a loyalty or rewards points program, points will accrue based on the rules provided (such as money spent on bookings). Redemption of points will be possible only as described (for example, converting points to a discount on future services). Points have no independent cash value and cannot be redeemed outside the Platform. If your account is closed or terminated, any unused points or credits in your account will be forfeited.

By using any promotional code or participating in a Floofers loyalty program, you confirm that you understand and agree to these conditions. Additional terms and conditions may apply to specific promotions, and in the event of any conflict, the specific promotion’s terms will prevail over this general clause.

Subscription Services (Recurring Pet Care Plans)

Floofers may offer subscription-based pet care plans for users who wish to purchase recurring services (for example, a monthly dog-walking package, weekly daycare, or any bundled pet care service on a recurring basis). If you opt into a subscription service, the following terms apply:

• Enrollment and Billing Cycle: When you subscribe to a pet care package, you will be charged upfront for the first billing cycle (e.g., one month of services, or as otherwise specified). Thereafter, your subscription will automatically renew at the end of each billing cycle (such as monthly on the calendar date of your initial purchase) and your provided payment method will be charged the subscription fee for the next cycle. The length of the billing cycle and the price, inclusions of the subscription will be disclosed to you at the time of purchase.

• Automatic Renewal: By enrolling in a subscription, you authorize Floofers to automatically charge your saved payment method for each successive billing period without further action by you, until you cancel the subscription. We will send you a notification (via email or in-app) confirming each renewal charge. If you do not wish to renew, you must cancel the subscription before the next billing date as described below.

• Cancellation by User: You may cancel your subscription at any time through your account settings or by contacting our customer support. To avoid being charged for the next period, you must cancel at least [X days] before your next billing date (if a specific advance notice period applies, it will be stated in the plan details; if not stated, cancellation up to the day before renewal will generally stop the next charge). Once you cancel, your subscription will not renew further. You will continue to have access to the subscribed services until the end of the current paid period, after which the subscription benefits will terminate.

• Refunds for Subscriptions: Subscription fees that have already been charged for a billing cycle are typically non-refundable. This means if you cancel in the middle of a billing cycle, you will not receive a pro-rated refund for the remaining days of that cycle – you will retain the service until the period ends, but no partial refund. In certain cases, if mandated by law or a specific offer, we may provide a refund or credit for the unused portion, but unless such condition is explicitly stated, assume no refund. If a subscription included a minimum commitment period (e.g., a 3-month minimum), early cancellation might incur a fee or make you ineligible for any discounts that were applied; any such terms will be communicated when you sign up.

• Subscription Modifications: You may be allowed to upgrade or downgrade your subscription plan (if different tiers are offered). If you upgrade, the change may take effect immediately and a prorated charge or credit may be applied. If you downgrade, the change will usually take effect from the next billing cycle (your current cycle will continue under the existing plan). Floofers will provide details on how plan changes work for any given subscription service.

• Failed Payments: It is your responsibility to ensure your payment information is current and sufficient for subscription charges. If an automatic renewal charge fails (due to an expired card, insufficient funds, or otherwise), we will notify you and may attempt to re-process the payment. If payment remains unsuccessful, Floofers may suspend or terminate your subscription. You agree to promptly update your payment details if needed. Floofers is not responsible for any bank fees or charges incurred due to attempted charge (e.g., overdraft fees).

• Price Changes & Notices: Floofers reserves the right to adjust subscription pricing. If the price of your subscription is due to change, we will give you reasonable advance notice (for example, via email at least 15 days prior to the next renewal) to allow you to cancel the subscription if you do not agree to the new price. If you do not cancel, the new rate will apply from the next billing cycle onward.

• Cancellation by Floofers: Floofers may cancel or suspend your subscription (with a pro-rated refund for any remaining full months paid) if the subscribed service is discontinued or if you are found in breach of these Terms. We may also decide not to renew a subscription for any user at our discretion, in which case we will let you know in advance and not charge further.

• Subscription Specific Terms: Some subscription plans may have additional terms, such as limitations on how and when you can schedule the included services (e.g., a dog walking subscription might allow a certain number of walks per week, but subject to scheduling availability of walkers). All such specifics will be communicated in the plan details. By purchasing the subscription, you agree to any plan-specific requirements or limitations.

• No Transfer of Subscription: Your subscription is personal to your account and for your own pet(s)’ use. You cannot transfer or assign the subscription to any other person, pet, or entity. Sharing subscription benefits outside your own immediate needs (for example, booking walks for someone else’s pet using your subscription) is not permitted and may result in cancellation of the subscription without refund.

By enrolling in a Floofers subscription service, you acknowledge and agree to the automatic renewal and payment terms above. Always review the specific offer details for any unique terms related to a subscription plan.

Pet Health and Sensitive Data Protection

Floofers is committed to protecting the privacy and sensitive information of users and their pets. In the course of using our Platform, you may provide us with personal information and pet health or medical information (for example: your pet’s breed, age, vaccination status, medical conditions, dietary requirements, or any behavioral issues). This clause explains how we handle such sensitive data, and should be read in conjunction with our Privacy Policy (which provides more detailed information on our data practices).

• Collection of Pet Health Data: By using the Platform and booking services, you may be asked to share certain health-related details about your pet to ensure proper care. For instance, when creating a pet profile or booking a service, we might ask if your pet has any allergies, illnesses, medications, or special needs. We collect this information only as necessary to facilitate safe and appropriate pet care services. In some cases, we may also collect health or accessibility information about users (pet owners) if it’s relevant to service delivery (for example, if you have a medical condition we should be aware of when a service provider visits your home). All such information that you provide is voluntary, but note that withholding critical health information about your pet could impact the quality or safety of the service.

• Use and Sharing of Sensitive Information: Any sensitive personal information or pet health data you provide will be used strictly for the purpose for which it was collected – primarily, to ensure pet service providers are aware of any important details to care for your pet safely and to tailor our services to your needs. We will share relevant pet health information with the Service Provider who will be caring for your pet, since they need this to provide the service (for example, a pet sitter needs to know if a dog has separation anxiety or requires medication at certain times). We limit the information shared to only what is necessary. All Service Providers are required by Floofers to keep any personal or pet information they receive confidential and to use it only for providing the agreed service. They are not allowed to misuse your data or use it for any other purpose. Floofers will not disclose pet health data or any sensitive personal data to any third party except as needed to provide services, with your consent, or if required by law.

• Data Security Measures: Floofers implements reasonable security practices and procedures as required under the Information Technology Act, 2000 and other applicable data protection laws to protect your information from unauthorized access, use, or disclosure. We use administrative, technical, and physical safeguards (such as encryption, access controls, and secure servers) to protect sensitive data (including health-related information) that you share with us. However, no method of data transmission or storage is 100% secure, so while we strive to protect your information, we cannot guarantee absolute security. You also play a role in data security; please maintain the secrecy of your account credentials and any personal data you provide. If you suspect any unauthorized access to your data, let us know immediately.

• Privacy Policy and Compliance: Our collection, use, storage, and transfer of personal information (including any pet-related data that could be linked to you) are governed by our Privacy Policy. Floofers’ data handling practices comply with applicable Indian data protection regulations. This includes adherence to the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and any other applicable laws or regulations regarding data privacy (including, if and when in force, the provisions of the Personal Data Protection laws in India). In the event of any conflict between this Terms and Conditions document and the Privacy Policy regarding personal data management, the Privacy Policy will prevail to the extent of such conflict. By using the Platform, you consent to the collection and use of your data (and your pet’s data) as outlined here and in the Privacy Policy.

• User Rights: You retain rights over your personal data as per law. You may access, update, or correct your personal or pet information via your account settings. If you wish to withdraw consent for us to hold certain sensitive data, or request deletion of your data, you may contact us as directed in the Privacy Policy. Do note that if you withdraw consent for us to use necessary information (for example, your pet’s medical data), we may be unable to provide certain services to you going forward, or it may hinder Service Providers from safely caring for your pet.

In summary, Floofers values your trust and prioritizes the confidentiality and security of health-related data of pets and users. For full details on how we handle information, please review our Privacy Policy. By accepting these Terms, you also agree to our collection and usage of data as described herein, in compliance with applicable standards.

AI-Generated Advice and Chatbot Disclaimer

Floofers may provide automated tools, such as AI-powered chatbots, virtual assistants, or other algorithmic features, to assist users with common questions, pet care tips, or service recommendations. While these features are provided for your convenience and may offer useful general information, it is important to understand that **any advice or information obtained from an AI or automated assistant on our Platform is for general guidance only and is not professional advice.

By using any AI-driven features on Floofers, you acknowledge and agree to the following:

• Not a Substitute for Professional Advice: Information or suggestions given by our chatbot or AI assistant do not constitute veterinary, medical, or professional advice. The AI may provide answers based on general pet care knowledge, but it is not tailored to your specific situation and cannot account for all factors the way a qualified professional can. Always consult a licensed veterinarian or other qualified pet care professional for advice or treatment specific to your pet’s health and well-being. For example, if the AI chatbot suggests a home remedy for a pet’s symptoms, you should verify this with a vet before proceeding, as the chatbot’s suggestion may not be appropriate for your pet’s particular condition.

• Information May Be Limited or Inaccurate: While we strive to program our AI tools with current and accurate information, AI responses might occasionally be incorrect, incomplete, or outdated. The Platform’s automated answers are generated based on patterns and data and have not been vetted or reviewed by a human expert in real-time. Floofers does not guarantee the accuracy, reliability, or usefulness of any information provided by AI. You should use your own discretion and double-check critical information. If you find that the AI provided conflicting or suspect advice, please seek a second opinion from a human expert.

• User Responsibility to Verify: You are solely responsible for how you use or act on information obtained from the AI or chatbot. Any actions you take based on AI-provided content are at your own risk. We strongly advise verifying important recommendations with a professional. For instance, if the chatbot suggests a particular diet for your pet, confirm with a veterinarian before making significant changes.

• No Liability for AI-Based Actions: To the fullest extent permitted by law, Floofers (and its officers, employees, and affiliates) shall not be liable for any loss, harm, or damages arising from your reliance on information or advice obtained from AI tools or chatbots on the Platform. This includes any direct, indirect, incidental, or consequential damages (such as if you follow AI advice and it results in health issues for your pet or financial costs). The AI service is provided “as-is” and for informational purposes, and using it is at your own discretion. This disclaimer does not limit or affect any liability which cannot be excluded or limited under applicable law, but in any case, Floofers’ liability related to AI-provided information is disclaimed to the maximum extent allowed.

• Not an Emergency Service: The AI or chatbot is not an emergency or crisis service. If your pet is experiencing a medical emergency or any situation that requires immediate attention, do not rely on the chatbot or any online information – contact a veterinarian or emergency pet hospital right away. The AI may not recognize an emergency or may not provide an appropriate urgent response.

• Improvements and Feedback: AI technology is continually learning. If you receive an answer from our chatbot that you believe is inappropriate, irrelevant, or potentially harmful, please provide feedback or contact our support to let us know. By using the AI features, you understand that interactions may be recorded and reviewed to help improve our services (in line with our Privacy Policy). However, we will not have any liability for the content generated by the AI beyond addressing it for future improvements.

In summary, any automated or AI-generated content on Floofers is meant to be a helpful starting point, not definitive guidance. It does not replace the need for professional consultation. Always use common sense and seek expert advice when it comes to the health and safety of you and your pets.

User Conduct and Obligations

All users of the Floofers Platform are expected to behave in a manner that is respectful, lawful, and in accordance with these Terms. By using our services, you agree NOT to engage in any of the following prohibited activities:

• Violation of Laws or Regulations: You shall not use the Platform for any purpose that is illegal or prohibited by applicable law. This includes all local, state, national, and international laws that apply in India, such as animal welfare regulations. You must ensure that your use of pet services does not violate any laws (for example, you should not request or offer any service involving harm or illegal treatment of animals).

• Inappropriate or Harmful Behavior: You shall not harass, abuse, harm, or defame other users (Pet Owners or Service Providers) or Floofers staff. This includes any form of verbal or written abuse, threats, or discrimination (hate speech, racism, etc.) on the Platform. Content you post in communications or reviews should be civil and truthful. If you are a Pet Owner, you must not knowingly request a Service Provider to perform tasks outside the agreed service or put them in unsafe or unethical situations. Service Providers likewise should treat Pet Owners and pets with respect and care.

• Misrepresentation: You must not misrepresent your identity, your pet’s information, or any other details. Do not create fake profiles or provide false credentials. If you are a Service Provider, any qualifications, certifications, or experience you list on your profile must be truthful and verifiable upon request.

• Fraud and Unauthorized Use: You shall not use the Platform to commit fraud or solicit others to participate in fraudulent schemes. This includes attempting to circumvent the Platform’s payment system (e.g., soliciting direct payments off-platform), creating multiple accounts for dishonest gain (such as to abuse promotions or post fake reviews), or any other deceptive practices. You also agree not to use any unauthorized means to access the Platform (such as hacking, password mining, or using automated tools to scrape or interfere with the Platform’s data).

• Content Standards: If you post or upload any content (like pet photos, service listings, profiles, reviews, feedback, etc.), you are responsible for ensuring that such content: (a) is owned by you or you have the right to post it; (b) does not infringe any intellectual property or privacy rights of others; (c) is not obscene, pornographic, or offensive; (d) does not contain viruses, malware, or any harmful code. Floofers may moderate, edit, or remove user content that violates these standards or is deemed inappropriate, though we are not obligated to do so.

• Fair Usage: You agree not to abuse any of Floofers’ policies or service offerings. For example, do not book services with no intention of using them, do not excessively cancel bookings in a manner that abuses providers’ time, and do not exploit our customer support or dispute resolution process with false claims. Floofers reserves the right to limit, suspend, or remove privileges of users who engage in misuse of the Platform or its policies.

If you witness or experience any user behavior that violates these rules or appears unsafe, please report it to Floofers through our support channels. We take violations seriously and may take appropriate action including warnings, suspension, termination of accounts, and involvement of law enforcement if required.

Intellectual Property Rights

All content, software, text, images, graphics, logos, trademarks, service marks, and other material on the Floofers Platform are the intellectual property of Floofers Holdings Private Limited or its licensors, except for content provided by users or third-party service providers. Floofers retains all rights, title, and interest in and to its intellectual property.

• Platform Content: You may not copy, reproduce, distribute, publicly display, or create derivative works from any part of our Platform or its content without our prior written consent, except as allowed under these Terms or applicable law. For instance, the “Floofers” name and logo are trademarks of Floofers and cannot be used by users without permission. Likewise, any software or code that operates the Platform is proprietary.

• User Content License: By posting content (such as pet listings, profiles, reviews, or photos) on the Platform, you grant Floofers a worldwide, royalty-free, sublicensable license to use, reproduce, modify (for formatting or clarity), display, and distribute your content in connection with operating and promoting the Platform. For example, we might show your review on a pet sitter’s profile, or use a photo you uploaded in our marketing with attribution. This license survives even if you remove the content from the Platform, but we will stop using it in new materials going forward if you delete it or upon termination of your account (allowing some time for us to cease any ongoing marketing usage). You represent that you have all necessary rights to grant this license for any content you provide.

• Third-Party IP: Floofers respects intellectual property rights of others. If you believe that your copyrighted work or trademark is being used on the Platform without authorization, please notify us as per the Grievance/Contact section. We will promptly investigate and remove any infringing material in accordance with applicable IP laws (such as the Copyright Act, 1957 in India, and the IT Act requirements). Users who repeatedly infringe IP rights may have their accounts terminated.

• Limited License to Users: Subject to your compliance with these Terms, Floofers grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Platform and its content for your personal, non-commercial use (or legitimate business use if you are a Service Provider listing services) within the scope of the Platform’s intended purposes. You must not use the Platform or any content for any commercial purpose outside of the services provided by Floofers, nor extract substantial portions of the Platform’s content (for example, no scraping of our provider database for competitive purposes).

Any rights not expressly granted to you in these Terms are reserved by Floofers. Unauthorized use of the Platform or our intellectual property may result in termination of the limited license and may also violate applicable laws, leading to potential legal consequences.

Disclaimers of Warranties

Your use of the Floofers Platform and any services or items obtained through the Platform is at your own risk. The Platform and all services provided by Floofers are offered on an “as is” and “as available” basis, without any warranties of any kind, either express or implied.

To the maximum extent permitted by law, Floofers disclaims all representations and warranties, including but not limited to:

• Quality and Reliability of Service Providers: Floofers does not guarantee the suitability, capability, or qualifications of any Service Provider or the quality, safety, or outcome of any service they provide. While we perform vetting (such as background checks or verification of qualifications) to a certain degree and facilitate reviews/ratings, we make no warranty that every pet service will meet your expectations or requirements. Any issues regarding a pet service should be resolved between the Pet Owner and the Service Provider, and we will assist in good faith as per our policies, but ultimate responsibility lies with those parties.

• Platform Uptime and Accuracy: Floofers does not warrant that the Platform will be uninterrupted, error-free, secure, or free of viruses or other harmful components. We strive for high availability and accuracy of information, but we cannot promise that any functions will be uninterrupted or error-free, or that defects will be corrected promptly. Information (including service descriptions, availability, and pricing) on the Platform may occasionally be inaccurate or out-of-date due to inputs by third parties or technical issues. We disclaim any warranty for mistakes, omissions, or reliability of any data on the Platform.

• Fitness for Purpose: Floofers makes no guarantee that the Platform or services offered will meet all of your personal needs or expectations. For example, we do not warrant that a particular pet sitter will be a perfect match for your pet, or that using our service will result in any specific outcome (such as a behavioral improvement in your pet). You assume full responsibility for choosing to use the Platform and selecting service providers.

• Third-Party Actions: We have no control over, and do not warrant or guarantee, the behavior, actions, or omissions of users of the Platform or the quality of any services a third-party provider delivers. This includes any possessions of yours handled by a provider, or any location where services are rendered. We are not responsible for any damage, theft, or loss to personal property, or any injury or harm (to pets, pet owners, service providers, or third parties) that may occur during or as a result of a service arranged through Floofers, except to the extent such liability is expressly assumed by us under these Terms or required by law. (Some pet services inherently carry risk; you must use your best judgment and take appropriate precautions.)

• Implied Warranties: All implied warranties, including any implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement, are expressly disclaimed. Floofers provides no warranty that the services or content obtained through the Platform will achieve any intended results or be error-free or reliable.

In jurisdictions that do not allow the exclusion of certain warranties, some of the above disclaimers may not apply to you. However, in such cases, our warranties will be limited to the maximum extent permitted by applicable law.

No advice or information, whether oral or written, obtained by you from Floofers or through the Platform shall create any warranty not expressly stated in these Terms. This Disclaimer of Warranties applies to the fullest extent permissible by law.

(For clarity, this general disclaimer is in addition to the specific “AI-Generated Advice” disclaimer provided above, which addresses AI tool information. Both apply, but if there is any overlap, the specific provisions for AI advice control for AI-related issues.)

Limitation of Liability

To the extent permitted by law, in no event shall Floofers or its affiliates, officers, employees, agents, or partners be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to damages for loss of profits, loss of data, personal injury, property damage, or emotional distress arising out of or in connection with: (a) your use of or inability to use the Platform; (b) any interaction or arrangement between Users (Pet Owners and Service Providers) including the performance, quality, or outcome of any pet care services; (c) unauthorized access to or alteration of your transmissions or data; or (d) any other matter relating to the Platform or any service facilitated through the Platform.

This limitation applies to any claim based on warranty, contract, tort (including negligence), strict liability, or any other legal theory, even if Floofers has been advised of the possibility of such damages, and even if any limited remedy herein is found to have failed its essential purpose.

Specifically:

• Cap on Liability: If, notwithstanding the other provisions of these Terms, Floofers is found liable to you for any damage or loss arising out of or connected with your use of the Platform or any service, Floofers’ total cumulative liability shall in no event exceed the total fees (if any) paid by you to Floofers for the particular service or transaction in dispute in the six months prior to the claim. If you have not paid Floofers any amounts, Floofers’ total liability shall be limited to a maximum of INR 1,000 (Indian Rupees one thousand) or the minimum amount permissible under law, whichever is higher. This limitation is cumulative and not per-incident; multiple claims will not enlarge this cap.

• Third-Party Liability: Floofers is not liable for the actions or inactions of any third parties that use our Platform or that you may encounter through the services (this includes other Users, payment processors, external websites linked through our Platform, etc.). You understand that independent Service Providers are not controlled by Floofers, and while we may facilitate resolution of disputes, the Service Provider is ultimately responsible for the services they provide.

• Release: You agree that you will not hold Floofers responsible for any content, actions, or inactions of other Users. This Platform is a venue to allow anyone to offer, sell, and buy pet services in a variety of pricing formats and locations. Floofers is not responsible for the accuracy of listings, the ability of Service Providers to provide services, or the ability of Pet Owners to pay for services. If you have a dispute with one or more Users, you release Floofers (and our officers, directors, agents, subsidiaries, joint ventures, and employees) from all claims, demands, and damages of every kind and nature, known and unknown, arising out of or in any way connected with such disputes.

Exceptions: Some jurisdictions do not allow the exclusion or limitation of certain damages. To the extent that such laws apply, some of the above limitations may not apply to you. In such cases, Floofers’ liability will be limited to the fullest extent allowed by applicable law.

Floofers does not seek to limit liability for gross negligence, intentional misconduct, or for death or personal injury caused by our proven negligence or that of our employees, or for any other liability that cannot be excluded under Indian law (such as statutory liabilities under consumer protection laws). However, aside from those exceptions, the limitations above shall apply.

Indemnification

You agree to indemnify, defend and hold harmless Floofers Holdings Private Limited, its affiliates, and their respective directors, officers, employees, and agents (collectively, “Indemnified Parties”) from and against any and all losses, liabilities, claims, demands, damages, costs, or expenses (including reasonable attorneys’ fees and legal costs) arising out of or related to:

• Your Breach: Your violation of these Terms and Conditions or any other policy of Floofers (including the Privacy Policy, Cancellation/Refund Policy, or any additional guidelines and rules).

• Your Use of the Platform: Your misuse of the Platform or any service, including any content you submit, post, or transmit on the Platform, your use of AI/chatbot outputs without proper verification, or your engagement in a prohibited activity as described in these Terms.

• Your Interactions and Contracts: Any claim by a third party (including another User or a Service Provider) arising from your interactions or contracts with that third party through the Platform. For example, if you are a Pet Owner and your pet causes injury to a Service Provider or damage to their property, or if you are a Service Provider and your actions cause harm to a pet or the pet owner’s property, and the affected party brings a claim against Floofers, you agree to indemnify Floofers for such claim.

• Violation of Law or Rights: Your violation of any law, regulation, or rights of a third party in connection with your use of the Platform. This includes, for instance, any infringement of intellectual property or privacy rights by content you posted, or any penalties imposed due to your improper handling of personal data or sensitive information obtained through the Platform.

Floofers reserves the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you (at your expense), in which event you will cooperate fully with Floofers in asserting any available defenses. You agree not to settle any matter without the prior written consent of Floofers. We will use reasonable efforts to notify you of any such claim, action, or proceeding upon becoming aware of it.

Your indemnification obligation will survive any termination of your account or of the Platform usage. This means even after you stop using our services or your relationship with Floofers ends, you will still be responsible for indemnifying us for liabilities that arose while you were using the Platform.

Termination and Suspension

Floofers may terminate or suspend your account and access to the Platform (or certain services within the Platform) at any time, with or without cause, and with or without prior notice, in its sole discretion. Reasons for termination or suspension may include (but are not limited to):

• Breach of Terms: If you violate any provision of these Terms and Conditions or any other policy that is applicable to you, we may take action up to and including immediate termination of your account.

• Prohibited Conduct: Engaging in fraudulent, abusive, or illegal activities, or any misconduct that, in Floofers’ judgment, damages the trust or safety of our community or Platform, can result in suspension or ban. For example, harming an animal, defrauding other users, repeated no-shows or cancellations, harassment, or circumventing payments can lead to account removal.

• Repeated Low Ratings or Complaints (for Providers): If you are a Service Provider, consistently poor feedback, multiple complaints from Pet Owners, or any incident that indicates your services may be unsafe or unsatisfactory for pets or owners can lead to suspension or removal from the Platform to protect users.

• Inactivity or Other Reasons: We reserve the right to deactivate accounts that have been inactive for an extended period, or to terminate accounts due to business needs (such as discontinuation of the Platform or services in a particular region). We will generally provide notice in such cases when possible.

If your account is terminated or suspended:

• You will no longer have access to your account, your content (though we may retain certain data as required or permitted by law or our Privacy Policy), or the services of the Platform.

• Any future use of the Platform by you may be prohibited or subject to specific approval by Floofers. Creating a new account to circumvent a termination is not allowed.

• If there are any pending transactions at the time of termination, Floofers reserves the right to cancel them. In certain cases, we may complete a pending service or transaction if appropriate (for example, if a Service Provider has already taken a pet into their care at the time of termination, we might allow the service to conclude to avoid harm to the pet, but the Platform interaction thereafter would cease).

• Floofers will not be liable to you or any third party for any termination of your account or access to the Platform, or for the removal of your content.

You are free to stop using our services and request deletion of your account at any time. If you wish to delete your account, you may do so through the Platform (if the feature is provided) or by contacting customer support. Account deletion is subject to settlement of any ongoing obligations (for example, completing any booked services or payments due). Upon your request and subject to verification, we will deactivate or delete your account and data as described in our Privacy Policy. Note that certain information may be retained in backups or as required for legal compliance.

Even after termination of your account, provisions of these Terms which by their nature should survive will remain in effect. These include, without limitation, clauses regarding intellectual property, privacy (to the extent we retain data), disclaimers of warranty, limitations of liability, indemnity, and governing law & dispute resolution.

Governing Law and Jurisdiction

This Agreement (Terms and Conditions) shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles. All matters relating to your access to or use of the Platform, including all disputes, shall be governed by the laws of India.

In the event of any disputes or differences arising out of or in connection with these Terms or your use of the Platform, we encourage you to first contact us to seek an amicable resolution through our customer support or grievance redressal process. We will do our best to address your concerns.

Jurisdiction: If a dispute cannot be resolved amicably within a reasonable time, it shall be subject to the exclusive jurisdiction of the competent courts located in [Specify City], India. You agree to submit to the personal jurisdiction of such courts. (For example, if Floofers Holdings Pvt. Ltd. is registered in Mumbai or Bangalore, the courts of that city might be specified here. The exact jurisdiction will be determined by Floofers’ official registered address or principal place of business in India.)

No action arising out of these Terms or your use of the Platform, regardless of form, may be brought by you more than one (1) year after the cause of action has accrued, to the extent permitted by law. This clause does not override any statutory limitation periods which cannot be contracted away.

Each party shall bear its own costs relating to any dispute, except as otherwise determined by the court or adjudicating authority. Nothing in this section shall restrict Floofers’ right to seek injunctive or other equitable relief in any jurisdiction as necessary to protect its intellectual property rights or confidential information.

Grievance Redressal and Contact Information

Floofers is dedicated to addressing user concerns and ensuring a safe, fair experience on our Platform. In accordance with the Information Technology Act, 2000 and the rules made thereunder, the contact details of the designated Grievance Officer are provided below. Users can reach out to the Grievance Officer to report any complaints, concerns, or grievances with respect to the Platform or these Terms, including but not limited to issues of content, privacy, or any other matter.

Grievance Officer:
Name: Rohit Vijayan
Designation: Grievance Officer, Floofers Holdings Pvt. Ltd.
Email: [contact@floofers.co.in] 
Contact Address: TBC
Contact Phone: TBC
Working Hours: [e.g., 10:00 AM to 6:00 PM IST, Monday to Friday (excluding public holidays)]

Please include in your correspondence a clear description of your issue, your contact information, and any relevant account or transaction details to help us address the matter promptly. The Grievance Officer will acknowledge receipt of your complaint within 36 hours and will endeavor to resolve your grievance within 30 days of receiving it, or as otherwise required under applicable law.

For general customer support inquiries (non-legal grievances), you may contact our support team via:

• Email: support@floofers.com (for day-to-day queries, booking issues, etc.)

• Phone: [Customer Support Helpline, if provided]

• In-App Support: You may also use the in-app help/chat feature for quick assistance.

We value your feedback and strive to continuously improve our services. If you have suggestions, questions, or comments about these Terms or any Floofers policies, feel free to reach out through the above channels.

Last Updated: June 2025

By using the Platform, you confirm that you have read, understood, and agreed to these Terms and Conditions. Thank you for being part of Floofers, and we look forward to serving you and your pet’s needs in a safe and trustworthy manner.