Bengaluru Pets is committed to resolving every genuine grievance fairly and promptly through our Grievance Redressal Policy. This Policy sets out the conduct we will not accept in return.

1. Our Commitment First

If your order has gone wrong you are entitled to a fair hearing. Every grievance is acknowledged and worked through on the published timelines, and where we are at fault we refund in full. This Policy is not a shield against legitimate complaints.

2. Zero-Tolerance Conduct

• Physical threats, verbal abuse or intimidation directed at staff, support desks, delivery handlers or partner breeders;
• Threats to a person's family, reputation, property or livelihood;
• Demands for money or benefit beyond contractual entitlement, backed by threat of harm, exposure or official action;
• Abusive, obscene, casteist, communal or gender-based harassment through any channel;
• Publishing or threatening to publish fabricated allegations to coerce a commercial outcome.

3. Misuse of Official Position

Attempting to coerce staff or extract extra-contractual payment by invoking third-party designations — including public servants, municipal officers, police personnel or political figures acting outside their statutory authority — is strictly prohibited.

Lawful process is always respected: we comply promptly with any formal written court order, statutory summons or legally binding directive. Informal phone calls, verbal demands or unofficial inquiries will not be entertained and will not be granted access to customer data.

4. Closed Commercial Matter

Where an order has been cancelled or remains unfulfilled and a full refund has been tendered, the transaction is fully settled and closed. Continued demands after full refund are treated as an attempt at unlawful gain rather than a grievance.

5. Legal Framework and Consequences

Such conduct may attract liability under the Bharatiya Nyaya Sanhita, 2023 (BNS) provisions on extortion and criminal intimidation, the Information Technology Act, 2000, and where a public servant seeks undue advantage, the Prevention of Corruption Act, 1988.

6. Protection of Our Own Conduct

This Policy binds us too. Our staff must remain courteous and professional at all times. If any representative of Bengaluru Pets behaves improperly towards you, report it to the Grievance Officer — such reports are investigated.