Terms of Service & Refund Policy

Effective Date: 01-03-2026
Last Updated: 01-03-2026

Welcome to Pet Poshan. By accessing our website or subscribing to our services, you agree to the following Terms of Service. Please read them carefully before placing an order.

If you do not agree with any part of these Terms, please do not use our services. For questions, contact us at the details listed in Section 1.

1. Company Information

Pet Poshan is operated by Pet Poshan, a fresh dog food kitchen based in Pune, India.

Registered Address:  Koregaon Park, Kalyani Nagar, Viman Nagar, and Kharadi., Pune, Maharashtra, India

Email: happytails@petposhan.in

Phone / WhatsApp: +91 95033 30144

Grievance Officer:  Pet Poshan |  happytails@petposhan.in |  Response within 48 hours

As required under the Consumer Protection (E-Commerce) Rules 2020, a designated Grievance Officer is available to address customer concerns within 30 days of receipt.

2. About Our Service

Pet Poshan prepares small-batch, daily-cooked fresh meals for dogs and delivers them to select neighbourhoods in Pune. We operate as a boutique kitchen, not a mass-production facility, and take pride in the quality and freshness of every meal.

3. Eligibility

By placing an order with Pet Poshan, you confirm that:

• You are at least 18 years of age
• You are the legal owner or authorised caregiver of the pet for whom meals are ordered
• All information provided — including your dog’s details, dietary restrictions, and delivery address — is accurate and complete
• You have read and understood our dietary information and have chosen a plan appropriate for your pet

4. User Responsibilities

You agree to:

• Provide accurate pet and delivery information at the time of onboarding
• Disclose any known allergies, sensitivities, or medical conditions your dog has, before placing an order
• Follow all storage and feeding instructions provided at the time of delivery
• Ensure someone is available to receive deliveries at the scheduled time
• Not misuse our service, including placing false orders or reselling meals

5. Our Meals & Medical Disclaimer

Our meals are developed in consultation with a qualified veterinary professional and prepared using fresh, wholesome ingredients free from artificial preservatives.

Important:

• Our meals are not a substitute for veterinary advice, diagnosis, or treatment
• We do not diagnose, treat, or guarantee medical outcomes for your pet
• Individual dogs may react differently to new diets — we strongly recommend a gradual dietary transition, especially for first-time users
• For dogs with pre-existing medical conditions, consult your veterinarian before starting any new diet
• Pet parents must inform us of any dietary restrictions or health conditions before ordering

6. Orders & Subscriptions

All plans (Starter, Weekly, and Monthly) are subscription-based unless stated otherwise.

By subscribing, you agree that:

• Deliveries will be made as per your selected plan and schedule
• Plan pricing is subject to change at the sole discretion of Pet Poshan LLP.
• Auto-renewal applies to all subscription plans unless cancelled in accordance with Section 8

7. Payment Terms

Full payment is required before plan activation unless a written exception has been agreed upon by Pet Poshan.

Accepted payment methods: UPI, bank transfer, cash on delivery.

Additional terms:

• Trial offers and promotional benefits are valid only for the specified promotional period
• Failure to complete payment may result in paused or cancelled deliveries
• Invoices/receipts will be shared via WhatsApp or email after each payment

8. Subscription Changes & Cancellations

We understand that circumstances change. You may pause, modify, or cancel your subscription by notifying us via WhatsApp, phone, or email.

Please note:

• All changes must be requested at least 24 hours before the next scheduled preparation cycle
• Refunds for cancellations are governed by our Refund & Subscription Policy (see Part B below)
• Promotional benefits — such as free delivery months or discounted rates — will be revoked upon early cancellation, and the standard per-meal rate will apply to meals already delivered
• Pet Poshan reserves the right to cancel a subscription due to non-payment, misuse, or service unavailability in your area, with appropriate notice and refund where applicable

9. Delivery Policy

We currently serve select neighbourhoods in Pune. Delivery schedules are communicated via WhatsApp at least 24 hours in advance.

Customer responsibilities:

• Ensure someone is available to receive deliveries at the scheduled time
• Follow refrigeration instructions immediately upon receipt
• Pet Poshan is not liable for spoilage resulting from delayed refrigeration after delivery

Pet Poshan responsibilities:

• If a delivery is missed due to our error, a replacement delivery or credit will be arranged at no extra cost
• We will provide a minimum of 48 hours’ notice for schedule changes and 7 days’ notice for service area changes where possible
• Delivery communication is primarily via WhatsApp. Customers without WhatsApp must notify us at onboarding to arrange an alternative communication method

10. Food Storage & Handling

As our meals are freshly prepared and contain no artificial preservatives:

• Meals must be refrigerated within 30 minutes of delivery
• Consumption timelines (typically 2–3 days) will be clearly communicated at the time of delivery
• Do not leave meals at room temperature for extended periods

Pet Poshan is not responsible for quality issues resulting from improper storage after delivery.

13. Intellectual Property

All content on the Pet Poshan website — including branding, logos, text, recipes, graphics, and images — is the property of Pet Poshan and may not be copied, reproduced, or used without prior written permission.

User-generated content: If you share photos, reviews, or testimonials featuring Pet Poshan meals, you grant us a non-exclusive, royalty-free right to use such content for promotional purposes. We will always credit you unless you request otherwise.

14. Limitation of Liability

To the fullest extent permitted under applicable Indian law, Pet Poshan shall not be liable for:

• Indirect, incidental, or consequential damages
• Health issues arising from undisclosed medical conditions or allergies
• Spoilage or quality degradation due to improper storage or handling after delivery
• Delays caused by events beyond our reasonable control

Our total liability in any circumstance shall not exceed the amount paid by you for the relevant billing cycle. Nothing in this clause limits liability for gross negligence or wilful misconduct.

15. Force Majeure

Pet Poshan shall not be liable for delays or failure to perform due to circumstances beyond our reasonable control, including but not limited to natural disasters, government restrictions, supply chain disruptions, pandemics, or severe weather events.

In such events, we will notify affected customers as soon as reasonably possible.

16. Right to Refuse or Discontinue Service

Pet Poshan reserves the right to refuse or discontinue service in cases of:

• Repeated non-payment or payment failure
• Misuse of the service, including abusive behaviour towards our team
• Provision of false information that affects meal preparation or delivery

17. Communication Consent

By subscribing, you consent to receiving communications via WhatsApp, SMS, or call for:

• Order confirmations and delivery updates (transactional — cannot be opted out of)
• Service changes, promotions, and plan updates (promotional)

You may opt out of promotional communications at any time by notifying us via WhatsApp or email. Opting out of promotional messages will not affect transactional communications.

18. Privacy & Data Protection

Pet Poshan collects and processes personal data, including your name, contact details, address, and pet information, solely for the purpose of providing our services.

We are committed to complying with India’s Digital Personal Data Protection Act 2023 (DPDP Act). Your data will not be sold to third parties.

19. Governing Law & Dispute Resolution

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in Pune, Maharashtra.

We encourage customers to first reach out to our Grievance Officer (see Section 1) for an amicable resolution before initiating any legal proceedings.

20. Updates to These Terms

Pet Poshan may update these Terms from time to time. Continued use of our services after the effective date of the updated Terms constitutes your acceptance of the revised Terms.